Punt Casino - Player believes that their withdrawal has been delayed.

I played a promo they have running this week 15for5 which is 15 free spins for 5 days in a row. On the 15 spins I made $58 and some change. I kept playing and met the playthrough and the $58 and some change was removed from my playing balance. I continued to play and made it up to 104 07 because I had to be over 100 to withdraw bitcoin. At first, the casino tried to tell me that I had multiple accounts. I did not feel like that was correct. I entered their chat support and spoke to a representative named Diana McDonald and she consulted with her supervisor and we got that issue straight. Matter of fact, the last thing that was said in our chat transcript was confirmation that everything was gold for me to request and get paid my 1:04 and 7 cents. Fast forward to today. I entered the chat room to check on my withdrawal. I kept getting placed on hold for extended periods of time. When they first came back, they said to me that I could not withdraw because of multiple accounts. I told the representative named Sophia that I had spoke with Diana McDonald and her supervisor last night before I cashed out and that issue had been resolved. I had been guaranteed I would have no issues. Then, Sophia tried to tell me that I was only allowed to get my welcome bonus and one other free bonus before having to make a deposit in order to get a withdrawal. My transactions will show, that all I had used was my welcome bonus and that 1:15 spin bonus that I was cashing out on before cashing out. Then, a representative named Charlotte came on the line, and she tried to tell me that her supervisor said that I could not cash out because I had used the second 15 free Spin coupon already. I had already cashed out before using the second free coupon that was offered to me. I was well within the rules to get to cash out my $104.07 like I was guaranteed that I would be able to do by the representative Diana McDonald and her supervisor last night November 29th 2022. I would like Casino Guru to please try to help me get my money. They're climbing a marble wall not to pay me. I was already guaranteed that I would get my payout by Diana McDonald and her supervisor last night when I did as I was instructed and requested my cash out!

Dear Lpaigerogers,

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

No need to wait 14 days. My KYC was fully completed before I requested the cash out and they only issue that possibly could have stood in my way f or receiving my cash out was the issue about multiple accounts that I had not been the one that opened them and that was addressed and solved by agent Diana Mcdonald assisted by here supervisor which was immediately resolved and I was given instruction to to ahead and request my cash out and I would have no problem receiving my pay.

Not only has the cash out been officially denied but the funds returned to my account were taken under a manager request.

I have had several heated chat sessions trying to get to to explain what gives them the right to keep my money. Since the multiple accounts thing was resolved, they are now trying to say I played took many free bonuses. That does not apply to me either.

I took screen shots of the last chat in its entirety. I was told by mire than one rep that ideas allowed my welcome freebie plus, which means in addition to, one other freebie before I had to make a deposit too cash out.

All I used, as evidenced in my transaction log, is my welcome freebie plus the promo that was running this week which the code was 15for5 and it was 15 free spins for 5 days in a row. When I requested my cash out, I had only uses 1 of the 5 days offered in that one coupon. I cashed out AND THEN played the 2nd day if they same code 15for5 which was still technically using the welcome freebie plus one other before depositing.

Thus casino had absolutely no reason to deny my payment. I have not broken any rule. Apparently they are discriminating by not paying me.

If requested and when requested I will provide the copy of the transcript.

Please help me get paid. This is unfair practices.

Thank you very much for your reply, Lpaigerogers. Could you please post here (or forward me) a screenshot of your bonus and deposit history?

Additionally, 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.

First I will attach a screenshot of my transactions. I have not yet made a deposit because I was told that I could use my welcome freebie plus 1 other freebie before having to deposit and I won on my plus 1 freebie.

I will submit the part of my conversation with their rep that clearly states that I am allow the 2 freebies before depositing. If you feel your need the whole conversation, let me know and I will submit it also.

I will GI ahead and submit the whole conversation

Lpaigerogers, could you please point out the conversation in which the support allowed you to use multiple no-deposit bonuses without making a deposit in between? Maybe I am missing it, but I have not found it. Thank you in advance.

If says it in bold in the second screenshot from them top. Thats why I posted it by itself so your would see it. Thats not they only rep that said that to me its just the only one I have a screenshot of. It is also my understanding that after taking the sign up freebie plus 1 other freebie, that a deposit had to be made between freebie coupons going forward. It was explained that the only 2 freebies that is acceptable to be played consecutively without a deposit made in between is at the beginning where the sign up freebie can be played followed by another offer then a deposit then ( for example) a then an offer then deposit and so on.

Furthermore, the first rep i spoke to that corrected the fraudulent other accounts with the help of her supervisor both told me that i would have no problems collecting my winning and instructed me to go ahead and request my withdrawal. Before I disconnected that chat I was assured that i would be able to collect and that assurance came from a supervisor. The reps name was Diana Mcdonald.

Well, it seems that you completely misunderstood what the casino said to you despite the fact that they explained it to you multiple times. So let me try to explain it again. I would like to start by stating the point of the T&Cs you breached:

"Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus."

And now let's look at what the casino said to you:

Please see the underlined section where the casino clearly said that you can activate a free chip AFTER a deposit, not BEFORE. From what I see, the casino has never said that you can use a sign-up bonus AND a free chip without a deposit in between, or that you can make a deposit later, and I am not sure where you see that information.

Now, I would like to point out that the name of the bonus is not important. It doesn't matter whether it is called a "sign up" bonus, "welcome free chip," "free spin" bonus, or just a "free bonus." The important thing is if it is activated by a deposit or not.

If you play with a bonus that is not activated by a deposit it is a No-deposit bonus. And you clearly activated two of them without making a deposit in between. This is a problem that the casino is trying to point out to you.

Unfortunately, you breached one of the most basic bonus rules. The vast majority of online casinos prohibit activating more than one no-deposit bonus in a row and there is nothing we can do about that. I can only recommend that you always read the bonus T&Cs thoroughly, or stop playing with free bonuses altogether to avoid any misunderstandings.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.