The player from Germany had been waiting for a payout since January and had submitted all required documents for verification, but had not received a response regarding the transaction document sent by email. Live support offered no assistance, repeatedly telling him to be patient. The Complaints Team had contacted the casino on his behalf, which led to the completion of his account verification and the processing of his payouts. He confirmed receiving a total of €1,500, with the remaining €1,300 also paid out subsequently. The case was marked as resolved.
MrPunter Casino - Player's payout has been delayed.
Amount: €2,900
MrPunter Casino
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
I have been waiting for my payout since January 17th, 18th and 19th. They have not been paid out to date.
I was asked to verify my account. I submitted all documents, all of which were accepted within 24 hours, except for the transaction document. I then sent this by email to S and have not received a response since January 28, 2025.
Live support just keeps saying the same thing, that I should be patient and that I will receive an answer via email. I'm sorry, but 2 weeks is still far too long! I still haven't received an answer.
There is no response via email, and live support doesn't help either; you kind of feel left alone.
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2 months ago
Dear Casinogamer123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hello,
I just wanted to point out that this is the MrPunter casino, not the MrPacho casino as stated, I noticed a small mistake. It would be great if you could change that, because I can't edit it.
To the question:
Have you ever made successful withdrawals?
- Yes, in the amount of €1,000. That was the first payout, and it went smoothly
Can you please let us know the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Have you accumulated your winnings with or without an active bonus?
- Without bonus
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2 months ago
Thank you very much for your reply, Casinogamer123. I changed the casino according to your request.
How many days did it take for the casino to process the last successful withdrawal?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
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As you can see, the first withdrawal took only 1 day. When I was asked to upload my documents, this was also processed within 24 hours. Except for the transaction document, this was rejected and I am now waiting over 12 business days to receive an answer by email
As you can see in the pictures, I have written to the casino several times via email.
I never received an answer. The live support always says the same thing ("You will be contacted shortly by the relevant department, wait for a reply by email"). I've been hearing this in support for 3 weeks now.
I'm at my wits' end. I made the first withdrawal on January 17th and have been waiting for almost a month to be paid out. I don't understand what's so difficult about verifying a single document. It can't possibly take more than 12 working days!
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2 months ago
If you need other information, let me know.
Do you guys can contact Mrpunter? they dont answere me in anyways.
i really need that money fast to pay my bills...
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2 months ago
Thank you very much, Casinogamer123, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Dear Casinogamer123, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.
Dear MrPunter Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when Casinogamer123 can expect it to be processed from your side. Additionally, can you update us about the review of the player's bank statement? When will KYC be complete?
I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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2 months ago
Dear Casinogamer123,
We are pleased to inform you that your account verification has been completed.
We would also like to inform you that your payment will be completed as a matter of urgency.
Thank you for your cooperation.
Kind Regards,
Customer Service
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2 months ago
Translation
Hello,
I can confirm that my account has now been verified. I have just received the 3 payouts totaling €1,500. As soon as the remaining €1,300 have been paid out, I will confirm this again here.
Many thanks in advance to everyone 🙂
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2 months ago
Thank you very much for your quick response, MrPunter Casino.
Dear Casinogamer123, thank you for sharing this good news. Hopefully, the rest of the payments will be processed shortly. Please, keep us informed about future developments.
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1 month ago
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I am currently still waiting for the second payment from 18.02.-19.02 in the amount of 1,000€
I will get in touch as soon as this process is completed.
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1 month ago
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Hello everyone,
I just wanted to let you know that the full amount has now been paid out.
As far as I'm concerned, the case can now be closed.
Thank you again to you @Natalia and @kristina for your help ❤
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1 month ago
Dear Casinogamer123,
Thank you for the updates! I'm glad to hear that your issue has been resolved. I'll 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,
Natalia
Casino.Guru
