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

Hello.

I started playing online casinos roughly two and a half years ago. Punt was the first casino that I was introduced to that provided "instant withdraw." Meaning they payout your winnings within a reasonable timeframe, which usually took 15-20 minutes. In addition, I truly loved all the slot games Punt had to offer.

But... soon after, they changed their "instant withdraw" payout method to "3 to 4 business days. To clarify, this is crypto currency I'm referring to. Once they changed their payout method, I played with them a couple of times and won once. I requested a payout of $260.00 US dollars. I waited 3 days. No winnings were deposited. So I waited a couple more days. No winnings were deposited. I contacted live support. They said my winnings were still on the Blockchain and to hang tight, my winnings should be deposited very soon. After a week, I reached out, and still, my winnings were still on the Blockchain. Long story short, I much have emailed them and contacted live support dozens and dozens of times over the next two months. Finally, one of the live customer support reps told me that my winnings had been sent to my crypto address a while back ago. I asked him to verify what crypto address it went to, and he actually showed me the crypto address. It wasn't mine. I was absolutely furious. After all those weeks, really! I mean, they could have shown me that a long time ago. At that time, I was new to online gaming, so it was probably my fault. But for Punt to keep me in the dark like that, it's just not right to their paying customers.

So, after two years of staying away from Punt Casino because of that incident, I decided to make a clean deposit with them, once again. I had read on their site that they went back to "instant withdraws." So I figured I'd give it a try, especially because of the instant withdraw.

I made my deposit on 01/24/2024. I won and ultimately decided to cashout at $121.00. I was expecting to see my winnings in my crypto wallet within the hour because it clearly states "instant deposits" and "instant withdraws."

It's now 01/26/2024 6:45PM PST, and I've emailed them and tried contacting live support. No one from Punt will answer me. I finally got ahold of someone, finally. She said Punt is within the timeframe and to wait, my winnings will be deposited very soon. I asked her over and over why the long wait if Punt clearly states that they are instant withdraw, She said Punt isn't instant withdraw. I proceeded to explain that yes it does say instant withdraw and exactly where I saw that posted.

My problem is: I would have NEVER deposited with them if I had to wait this long. I play to win and then I want to cashout. Plain and simple. I feel I was deceived into depositing with them, and that's not right to do to people. Especially, when they need their winnings immediately.

Dear Vendellaflower,

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

Dear Vendellaflower,

Have you received your withdrawal from the casino yet?

Yes, I finally received my winnings.

I had to contact them one to two times a day.

I understand the validity and the length of time the KYC process can take. Trust me, that wasn’t the issue. I know because I had been verified with Punt two years ago. I did confirm with them regarding the veracity of my account, and they said that all forms of documentation were in good standing. They said the reason it was taking so long was the processing department. They said my withdraw request was still in the normal "length of time" and it will take 5-7 business days.

Now, my PROBLEM is: false advertising….

I, personally, like "instant" payout, "instant" withdraw.

I don’t like waiting 5 to 7, or even 3 business days. Not even 48 hours.

I like receiving my winnings in my crypto wallet within the hour.

Because of that reason, I am very particular with what casino I deposit and play with. Anytime I read that a casino has instant withdrawal, I will create an account, go through the verification process, make a deposit using crypto, and if I win later on down the road, I’ll request a payout and get my winnings within the hour.

Punt clearly states in its banking section that crypto deposits are instant and crypto withdraws are instant.

So when I read that their withdraw process, using crypto, was instant, I naturally thought that if I happen to win, I could expect my winnings within the hour.

I was completely taken back when I had to wait over a week.

When I first played with Punt two years ago, I won like $300. I requested a withdrawal using crypto. I waited the timeframe their website had stated at that time. I NEVER RECEIVED MY WINNINGS,

EVER….

Dear Vendellaflower,

Unfortunately, we do not solve complaints regarding false advertisements unless they seriously affect the player (meaning confiscating winnings, for example). As I explained we always give each casino two full weeks to process a payment regardless of what they state in their terms because we are aware that most times delays are caused by other factors that casinos cannot influence. I understand your frustration and we would like to see everything working in your favor, but sadly, this is not something we could help with.

Regarding the payment that has not been received - as it has been two years since the initial request was made we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Since the main issue - delayed payment, has been resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru