HomeComplaintsPunt Casino - Player's winnings have been cancelled.

Punt Casino - Player's winnings have been cancelled.

Amount: €100

Punt Casino
Safety Index:Above average
Submitted: 11 Feb 2022 | Resolved : 02 Mar 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Italy has been informed he cannot withdraw winnings from a free spin bonus due to country restrictions. After contacting the casino, the player received his winnings and the complaint was successfully resolved.

Public
Public
2 years ago
Translation

my nickname is op *** 95l

this casino sent me an email inviting me to register with free free spins well I did I played I won after the verification of the documents I asked for the withdrawal on February 2nd and today in chat they answer me that they do not want to pay my winnings because I was not allowed to play in their casino I am just cheaters!

Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago

Hello domenico,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus was in play? Could you send me the offer you received (or post here the screenshot)?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Private
Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
2 years ago

Thank you for your reply, domenico. Could you please forward the communication between you and the casino to kristina.s@casino.guru?

Public
Public
2 years ago
Translation

hi unfortunately I do not have the chat saved but still they said that I do not want to pay

Automatic translation:
Private
Private
2 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
2 years ago

Could you please advise what country you chose when creating an account?

Public
Public
2 years ago
Translation

Italy

Automatic translation:
Public
Public
2 years ago

Thank you very much domenico for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Public
Public
2 years ago

Hello domenico,


I have reviewed your case and I am sorry to hear about the issues you are experiencing. I will attempt to contact the casino to see if I can help.


We would like to invite Punt Casino to join the conversation and to aid in the participation of this complaint.

Public
Public
2 years ago
Translation

A thousand thanks

Automatic translation:
Public
Public
2 years ago

Greetings all,


I have reviewed the case and we'll see what we can do to help on our end. One of my agents has reached out to you domenico, just follow her instructions, communicate, and we can hopefully make things happen for you. Right now I need you to re-request the withdrawal as it's currently in your playable balance.


Best wishes,


Nick and Punt

Public
Public
2 years ago

Thank you for your response Nick and Punt Casino.


Dear domenico,


Have you made contact with the agent and has there been any further development?

Public
Public
2 years ago
Translation

hi I have not received contacts from nick and punt but I see in the transactions that the withdrawal was approved on Feb. 19, 11:30 am if the funds arrive on Coinbase I will let you know anyway thank you very much for your help


Edited
Automatic translation:
Public
Public
2 years ago

Hello domenico,


That's good news, please do keep us updated.

Public
Public
2 years ago
Translation

good evening nothing has arrived today the withdrawal was approved on February 19 they say to wait 7-10 working days from this date of approval ... what about I wait a few days and update you

Automatic translation:
Public
Public
2 years ago

Hello domenico,


Thank you for the information. It is quite normal for payments to take up to a couple of weeks to show in your account from the point of processing. We will extend the timer and allow some more time. Please do continue to keep us updated.

Public
Public
2 years ago
Translation

the funds arrived on Coinbase today thank you guys if it were not for your help I would never have paid this casino, thank you very much ....

Automatic translation:
flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news