The player from Germany faces issues with the casino as three withdrawal requests of €500 each remain unprocessed after over three days, despite the terms stating a 1-3 day processing time. He is unable to make further withdrawals due to outstanding requests and has received no response to his email regarding account verification.
MrPunter Casino - Player's withdrawals are delayed.
Amount: €2,700
MrPunter Casino
Safety Index:HighSafety Index
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8.2
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Case summary
yesterday
Public
Public
1 week ago
Translation
Good day,
The casino refuses to process my withdrawals.
In the live chat, I receive the same copied answer from the employee every day.
The casino's terms and conditions state that withdrawals are processed within 1-3 days.
After more than 3 days my payout has still not been processed.
I currently have 3x €500 outstanding withdrawals and a balance of €1200.
However, I can no longer withdraw because only 3 outstanding withdrawals are possible.
There has also been no response to my email regarding account verification since March 26th.
Casino ticket number: 26357134
As I read on a review portal, many players complain that this casino does not pay out their winnings and that some players have been waiting for 4-8 weeks.
I therefore urgently request your help so that the casino finally pays out my winnings.
It's all real money and I played without a bonus.
I have attached evidence.
Automatic translation:
Public
Public
1 week ago
Dear mauriisreal,
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 the 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, please let us know,and we will intervene and try to help you.
- Could you please specify when you requested the 3 withdrawals?
- Could you please explain which questions regarding the KYC the casino didn't respond to?
- Were you asked to submit any documents for verification?
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Sensitive attachment
Sensitive attachment
4 days ago
Translation
Good day,
1st payout request: March 25, 2025
2nd payment request: March 26, 2025
3.Payment request: 27.03.2025
My player account also has a balance of 1400€
My player account says that no verification is necessary.
However, as a precaution, I had already submitted documents so that my payout would be processed more quickly.
I have added evidence.
I had already emailed the casino several times without receiving a response.
Casino Email Ticket Number:
26357134 , 26440784 , 26540810
Please help me to receive my winnings.
Automatic translation:
Public
Public
2 days ago
I fully understand your frustration, mauriisreal. However, I will set the timer for an additional xx days to allow the casino two full weeks to process the payment. If there’s no development by Tuesday, April 8th, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.
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