The player from Greece had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The issue was resolved as the withdrawal was successfully completed after the player confirmed the transaction. The complaint had been marked as 'resolved' in our system.
MrPunter Casino - Player claims that payment has been delayed.
Amount: €310
MrPunter Casino
Safety Index:Above averageSafety Index
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7.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Dear Casino Guru Team,
I am writing to you to file an official complaint regarding a delay in processing a withdrawal from Mr. Panther Casino.
Specifically, on June 6, 2025, I requested a withdrawal of 310 euros via bank wire transfer. Since then, I have not received any clear information about the progress of the process. I have repeatedly contacted the platform's customer service via live chat and email, but they have not provided me with clear answers or a timeline.
Specifically, I have repeatedly requested information on the status of my withdrawal, however, I do not receive a substantive response. My question is systematically avoided, and the answers I am given are general or not directly related to my request.
At this time, I have not been asked for any additional documents regarding the KYC identification process, and I consider that I have fulfilled all my obligations as a player.
The reason I am reaching out to you so directly, even though I know that bank withdrawals may take a little longer, is because I have been informed that other teammates have faced a similar problem with long delays or even non-completion of the withdrawal. This is of particular concern to me and I want to prevent any further developments that may put me in a difficult position.
I have in my possession all the necessary evidence, such as:
Screenshots from live chats
Copies of communication emails
Proof of withdrawal request
Please let me know of any additional information or documents you require to support your intervention. I trust your mediation and hope that a solution will be found soon to ensure the proper processing of my claim.
Automatic translation:
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1 month ago
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.
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1 month ago
Translation
Good evening, the withdrawal took place normally.
Automatic translation:
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1 month ago
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,
Dominika
Casino.Guru
