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Dear Casino Guru Team,

Good evening. I am contacting you to file a formal complaint regarding the online casino Mr Punter Casino, due to a delay in processing my withdrawals and a lack of clear communication on their part.

Specifically:

On June 10, 2025, I submitted a withdrawal request for 215 euros.

On June 11, 2025, I submitted a second withdrawal of 130 euros.

According to the casino's policy, withdrawals are supposed to be processed within 3 business days. However:

Three business days have already passed since the withdrawal of 215 euros without any information or action from their side.

The second withdrawal (130 euros) does not seem to have even started yet, even though two business days have already passed. Also, they give answers about clearly adhering to the time frames but it does not seem that they adhere to them and that is why there is this doubt.

I would like to emphasize that this is not the first instance of a delay from this casino — there have been similar experiences from other users in the past. I have not yet been asked for identification, and I am fully available to provide whatever is needed.

I respect your team, I trust them, and I believe that with your help we can resolve this matter fairly. I apologize if I am communicating prematurely regarding the second request, but the signs so far concern me and do not leave me room to feel safe.

I have all the necessary evidence (screenshots, receipts, email communications), and I am available to send them if needed.

I would appreciate your support and intervention to find a solution.

Αγαπητή ομάδα του Casino Guru,

Καλησπέρα σας. Επικοινωνώ μαζί σας για να υποβάλω ένα επίσημο παράπονο σχετικά με το διαδικτυακό καζίνο Mr Punter Casino, λόγω καθυστέρησης στην επεξεργασία των αναλήψεών μου και έλλειψης ξεκάθαρης επικοινωνίας από την πλευρά τους.

Συγκεκριμένα:

Στις 10 Ιουνίου 2025, υπέβαλα αίτημα ανάληψης ποσού 215 ευρώ.

Στις 11 Ιουνίου 2025, υπέβαλα δεύτερη ανάληψη ποσού 130 ευρώ.

Σύμφωνα με την πολιτική του καζίνο, οι αναλήψεις υποτίθεται ότι επεξεργάζονται εντός 3 εργάσιμων ημερών. Ωστόσο:

Έχουν ήδη περάσει τρεις εργάσιμες ημέρες για την ανάληψη των 215 ευρώ χωρίς καμία ενημέρωση ή κίνηση από την πλευρά τους.

Η δεύτερη ανάληψη (130 ευρώ) δεν φαίνεται να έχει καν ξεκινήσει ακόμα, παρόλο που έχουν ήδη περάσει δύο εργάσιμες ημέρες. Επίσης ,δίνουν απαντήσεις για ξεκάθαρη τήρηση των χρονικών πλαισίων αλλά δεν φαίνεται και το τηρούν και για αυτό υπάρχει αυτή η αμφιβολία .

Θα ήθελα να τονίσω πως αυτό δεν είναι το πρώτο περιστατικό καθυστέρησης από το συγκεκριμένο καζίνο — έχουν υπάρξει ανάλογες εμπειρίες απο άλλους χρηστες και στο παρελθόν. Δεν μου έχει ζητηθεί ακόμα ταυτοποίηση, και είμαι πλήρως διαθέσιμος να προσκομίσω ό,τι χρειάζεται.

Σέβομαι την ομάδα σας, την εμπιστεύομαι, και θεωρώ ότι με τη βοήθειά σας μπορούμε να επιλύσουμε δίκαια αυτό το ζήτημα. Ζητώ συγγνώμη αν επικοινωνώ πρόωρα σχετικά με το δεύτερο αίτημα, αλλά τα έως τώρα σημάδια με ανησυχούν και δεν μου αφήνουν περιθώριο να νιώθω ασφαλής.

Διαθέτω όλα τα απαραίτητα αποδεικτικά (screenshots, αποδείξεις, επικοινωνίες μέσω email), και είμαι στη διάθεσή σας να τα αποστείλω αν χρειαστεί.

Θα εκτιμούσα τη στήριξή σας και την παρέμβασή σας ώστε να βρεθεί μια λύση.

Dear Hackyp,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good evening, the withdrawal of 215 euros was made, although late. Now I am waiting for the other withdrawal of 130 euros.

καλησπέρα πραγματοποιήθηκε αν και καθυστερημένη η ανάληψη των 215 ευρώ.Τωρα αναμένω την άλλη ανάληψη των 130 ευρώ

Good evening, these withdrawals were made normally, however, I made a withdrawal of 370 euros on 15/6 and it has not been made yet, while in the live chat they do not respond clearly to messages and they do not respond to emails again...

καλησπέρα οι αναλήψεις αυτές γίναν κανονικά ωστόσο έκανα μια ανάληψη 370 ευρώ 15/6 και δεν έχει πραγματοποιηθεί ακόμα ενώ στο live chat στα μηνύματα δεν απαντάνε ξεκάθαρα και στα email δε απαντάνε πάλι …

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hackyp,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika