Punt Casino - Player's withdrawal remains unprocessed.

In November 3, 2023 I deposited $48 without any bonus attached. I won’t $1,300. I attempted to make a withdrawal and it was denied because I needed to re verify my identity. I did exactly what was asked of me and resubmitted my withdrawal for $1,200. My withdrawal was approved on November 9. Since then I have been given the run around and told different stories from multiples cs reps. It still says in my transactions that my withdrawal is approved but there is no sign of my winnings in my wallet. I just keep being told to wait longer. I have never had this issue with this casino before.

Dear vunipola801,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you received any confirmation or approval of the newly submitted documents?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, I have made many withdrawals and deposits in the past and have never had this issue before.

Initially my first attempt to withdrawal was denied because I needed to send in verification and was told to submit my withdrawal request when done.

So I did just that.

The next day my withdrawal transaction status had changed to APPROVED.

Thank you very much, vunipola801, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction soon.  

Dear vunipola801,

My name is Mirka, and I will be in charge of your case from now on. I would now like to invite Punt Casino representative into this conversation.

Dear Punt Casino,

Could you please clarify, why this player hasn't been able to withdraw money from his account?

Thank You in advance.

Mirka

Greetings all,

We have reviewed the situation and should be able to assist, the only issue we see is the Bitcoin address hasn't been updated since April and it would be best to confirm that the address is still active or confirm a current address.

If you could kindly post your current Bitcoin address to this thread  vunipola801 we are certain Mirka will be kind enough to lock the post to keep it from prying eyes.

Best wishes,

Punt

Greetings vunipola801,

Thanks so much for your cooperation, we will see what can be done to assist.

Best wishes,

Punt

Dear Punt Casino,

Could you please inform us, if there has been any new information found regarding this case?

Thank you in advance,

Mirka

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.

Greetings all,

According to our records this has been paid in full.

Best wishes,

Punt Casino

Dear vunipola801,

Can you please confirm, if you have received your winnings?

Thank you in advance,

Mirka

Dear vunipola801,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

You guys sent my winnings to an old address that I used over 6 months ago and that is a closed account that I can no longer access. When I submitted the request to withdraw, I put a different address. Why would I want my winnings sent to a closed account? I was told by a customer service rep that you guys sent it to the wrong address. So how is that my fault?

Dear vunipola801,

Could you please provide me with screenshots of the mentioned conversation with customer service?

Thank you,

Mirka

Dear vunipola801,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear vunipola801,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.