MrPunter Casino - Player believes that their withdrawal has been delayed.

On June 15, 2025, I submitted a withdrawal request for €370 from Mr Punter Casino. Although withdrawals are supposed to be completed within 3 business days, the transaction was cancelled after 8 days of waiting, and never went through.

I had received assurances that the withdrawal would be executed on 18/06 and again on 20/06, which did not happen. The handling of the case was unreliable and without explanation.

I think the company is avoiding paying, while I have had successful withdrawals before, but this time they obviously don't want to send...

I have the necessary screenshots if you need them from live chat, email and withdrawal.

Dear player,

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, it seems to me that this time the company simply does not want to make the withdrawal, they constantly find excuses in the live chat and the emails are generally answered vaguely and sometimes they do not even respond...

Thank you for your response.

Could you please specify whether you submitted a new withdrawal request after your previous one was cancelled?

Have you made any successful withdrawals from this casino before?

Could you also clarify whether you have completed the full KYC verification process?

What types of games did you play — were they slots, live casino games, or did you place bets on sports only?

yes I have made successful withdrawals one 215 one 130 and one 310 I have asked several times that I need to send it but they told me that it is not necessary. I made a new withdrawal request on 23/6 while the original was 15/6 which we cancelled for no reason. I also have the screenshot you want

Have you contacted customer support to ask about the reason why your withdrawal request was cancelled?

Have you used the same payment method for all your withdrawal requests?

Did you accumulate your winnings with or without a bonus?

Please forward me all the communication and screenshots that could be relevant to the investigation of your case at [email protected]. Thank you for your cooperation.

I just sent you the necessary screenshots, if you want me to explain anything more and send it to you, let me know.

I HAVE sent several times both on live chat and by email to support. I have sent you the screenshots with an explanation to the email you gave me.

I just went to log into my account to contact you, but they say the casino has closed down...what will happen to the withdrawal? Can you do something please?

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear MrPunter Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Hackyp,

Thank you for your message.

Kindly check your email inbox, as we have sent you an important update regarding your case.

We kindly ask you to respond to us as soon as possible so we can proceed without further delay.

Thank you for your cooperation and understanding.

Best regards,

MrPunter Casino Team

I just sent you the information you requested in the email you sent me...

Good evening, the withdrawal has finally taken place. I would like to thank the Casino guru team who contributed to resolving this issue as well as the responsible department of mrpunter who finally took the actions.

Dear Hackyp,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru