The player from Finland played with a No Deposit bonus and requested a withdrawal. Later the casino canceled their winnings because players from Finland are not eligible for this bonus. The case, was successfully resolved.
Punt Casino - Player's winnings have been declined.
Amount: €349
Punt Casino
Safety Index:Above averageSafety Index
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6.9
Punt Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
I redeemed The "OWEN10" bonus code and with third bonus i wagered the bonus and did a withdrawal request. I verified my account as requested and few days passed and i were on contact with customer support as the withdrawal did not get approved. Finally yesterday it got "approved" and today i asked about it and they told me that it had been declined and funds removed as the no-deposit bonuses are not available to people from Finland. I contacted them multiple times in past few Days and until today nobody told me that there is any problems with the withdrawal even tough i asked about it.. Transactions site showed me that the withdrawal had been approved by manager but apparently it can mean also that the withdrawal has been declined and funds removed..
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2 years ago
Dear Jontesi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please post here a link to the bonus you played with, if possible?
Did you activate the bonus yourself or was it credited by the casino automatically?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance.
Best regards,
Kristina
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2 years ago
Also to add, i activated the bonus my self from my profile using that "OWEN10" bonus code and with that got 10 free spins.
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2 years ago
Thank you very much Jontesi for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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.
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2 years ago
Hello Jontesi.
Thank you for your patience. I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino
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2 years ago
Dear Nick and Punt Casino team.
Thank you very much for your cooperation in this case. I am extending the timer by 7 days, so you have enough time to react.
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2 years ago
Dear Jontesi,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
