Punt Casino - The player lost his money due withdrawal fees.

Ok so this casino ran a promotion for two weeks that once a day you get a $50 chip. 10x play through $100 max cash out. After those two weeks were up you could still get $50/day (same restrictions) after you had deposited at least once that day.

so today I made my deposit, played it through (lost) and used the coupon 2WELCOME50 to claim my $50. Over the course of the next hour or so I played mainly Khrysos Gold and racked up almost $500 before I purposely started betting $10 to work through the rest of my play through. Once I did, as expected, my balance dropped from around $320 to $100. I went to the withdrawal page and tapped on the instant Bitcoin withdrawal option (it was the only option). I had already submitted my KYC during the first round of $50 chips so I was already approved (i didn’t make a withdrawal that time because I was a bit below the $100 mark and my hubris got the best of me). So I entered the $100 in the withdrawal amount field (which is what my withdrawabke balance showed) and hit next, and I got this big red screen saying there was a $20nfee and since I was $20’short I couldn’t withdraw. So I went back and tried entering $80 but it was below the minimum so I couldn’t. That’s when I contacted support. He was mildly helpful but mostly just confused and wouldn’t answer the question I asked repeatedly until I sent him a screenshot and he basically just said "you need $120." I kept saying that the fee should be more apparent earlier on and/or if you’re gonna have a max cash out include the fee with the leftover balance at the end after play though (or set it aside in case you don’t want to do Bitcoin but I saw no other option). So basically I was left with the one option of risking my winnings to add $20 for the fee. So I tried and guess what? I lost everything. So I think this is completely bogus because a) there is no indication of the fee beforehand, b) the fee shouldn’t be deducted with the excess if there’s a max cash out - bc I had plenty of money to cover it) and c) now I’m left with nothing because of some bullshit technicality. Also $20??? That’s ridiculously high. Most places don’t charge anythjng near that much (some don’t charge anything!). So basically I want my $100. I won it fair and square, followed all the rules and got tripped up by some shady last minute bullshit.

Hello coreytacoh,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Punt Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise there was any other payment available with no fees? Was it an option to simply deposit the missing amount in order to withdraw the full balance?

Please note that if you have lost the balance there isn't a way back, you can only prevent this from happening again. The best option is to contact the casino before making any actions in order to find the best solution.

Looking forward to your answer.

Regards,

Nick

There was no other option for payment. Withdrawing as Bitcoin via Coindraw was and remains the only option. I took a screenshot of the withdrawal page. You can see where it has the minimum and maximum and even tells you how to obtain a Bitcoin wallet. Nowhere does it say that there would be a unprecedented $20 fee that could not be deducted from your balance of $100.

i was also not advised when I asked what my options were as you can see in the chat. I basically said outright "is this my only option" with a very vague lukewarm response of "there has to be $120 in the account."

Unfortunately I can confirm that this is a standard procedure in many online casinos. If you will ever experience the same in the future, be sure to contact the casino for additional options (mostly by simply depositing the missing amount).

As I mentioned above, there is nothing we can currently do as you have lost the balance. Please do not hesitate to contact us if you will ever come across any other trouble again, we will gladly try to help you if it's possible. The complaint will be now closed.

Regards,

Nick