The player from Germany had been unable to withdraw winnings totaling 5,180 euros, with two withdrawal requests pending since November 10th and 11th. The casino claimed that the only outstanding verification was related to the player's MiFinity account, despite the player having submitted the required statement, and they had not received any responses to their inquiries. The issue was resolved after the casino confirmed that the withdrawals had been completed, and the player reported that all payments had been processed successfully. The complaint was marked as 'resolved' in the system.
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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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month 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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1 month 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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1 month 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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1 month ago
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I sent you an email with the conversation with the casino
did you receive the email?
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1 month 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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1 month ago
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
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4 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 weeks ago
Translation
I think the casino has now fully verified me and the first payouts have been made.
I will provide updates as soon as my entire balance has been paid out.
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3 weeks ago
Dear fowi30,
This is great news, please, keep me updated here regarding the payments. I am looking forward to your reply.
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3 weeks ago
Dear fowi30,
I have been informed by the casino that the withdrawals are complete and paid out on their side. I am patiently waiting for your confirmation.
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3 weeks ago
Translation
1500 euros have been paid out so far, I can confirm that
I have currently applied for 3x 500 euros on December 9th, 10th and 11th.
these have not yet been processed
I cannot request more than 3 withdrawals at the moment
and I still have 2180 euros credit which I would also like to pay out
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2 weeks ago
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there are still 680 euros outstanding in payments
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1 week ago
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Everything has been paid out and the case can be closed. I would like to thank everyone involved.
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1 week ago
Dear fowi30,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
