The player from Germany has been unable to withdraw winnings totaling 5,180 euros, with two withdrawal requests pending since November 10th and 11th. The casino claims the only outstanding verification is related to the player's MiFinity account, despite having submitted the required statement, and they have not received any responses to their inquiries.
MrPunter Casino - Player's withdrawals are delayed due to verification issues.
Amount: €5,180
MrPunter Casino
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6.7
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Case opened
Current status
Waiting for casino to reply
5d 9h 56m 48s
Case summary
yesterday
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6 days ago
Translation
Hello,
I deposited 500 euros to mrpunter on November 10, 2024.
With my real money, I managed to win a significant sum totaling 5180 euros.
Now, I would like to withdraw my entire balance of 5180 euros.
My withdrawals have been pending since November 10th and 11th (I requested 500 euros each time).
According to the casino, everything is verified except for my MiFinity account, which I used for the deposit.
As required by the casino, I uploaded a MiFinity account statement.
When I inquire if my MiFinity account is finally verified, I receive no response, and the withdrawals are not processed.
I hope you can help me.
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5 days ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawals. To better assist you, could you please provide more details regarding the following:
- Have you received any specific feedback from the casino about why your MiFinity account verification is still pending?
- Could you confirm if you’ve uploaded all the necessary documents as per the casino’s request for the verification process?
- Have you tried following up with their support team after your initial inquiry, and if so, what was their response?
Your cooperation is crucial for us to proceed with resolving this issue. Without your input, we won’t be able to investigate the matter further. If you have any relevant communication or screenshots, feel free to forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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5 days ago
Translation
-I have not received any response from the casino as to why the mifinity verification is still pending and when I send inquiries by email I unfortunately receive no response
-I have provided the casino with all documents necessary for verification
-I have tried several times to contact the casino why my mifinity account has not been verified but I have not received any response
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5 days ago
Translation
I sent you an email with the conversation with the casino
did you receive the email?
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2 days ago
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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.
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yesterday
Hello fowi30,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear MrPunter Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
MrPunter Casino has 5d 9h 56m 48s to reply
