Punt Casino - The player's withdrawal was refused.

They gave free spins bonuses and blocked winnings of 100 dollars, they do not pay anyone to this casino do not play on them

Hello Caniggia2021,

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 if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello all right, the account has already been verified and I won with the free spin bonus that they give on the Casino guru site and the limit is 100 dollars to withdraw, they said they don't pay this amount, then they took my winnings, the house doesn't pay just call users, you should delete it from the site. Casino da Dama NV all pay right even winning with bonuses, this Punt Casino is fraud.

Did the specify the reason for voiding your balance? Is your account still active?

Yes, it's active, after confirming the account, they said that I don't have the right to the bonus, then they removed the earnings from my account and left it zero, they are Spam, they don't pay anyone.

Thank you Caniggia2021 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Caniggia2021,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask you if the casino provided you with a reason when they told you that you didn't have the right to the bonus?

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

Dear Punt Casino,

Can you please provide some clarification regarding the player's bonus and why the winnings have been voided?

Kind regards,

Adam

They give the bonus, but at the time of withdrawal because I managed to save 100 dollars, they said I was not entitled to the no deposit bonus, that's all

Thank you for explaining further, Caniggia2021.

We will await further information from the casino.

Kind regards,

Adam

Dear Caniggia2021,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Punt 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Greetings all,

Though welcome bonus coupons may be redeemable for the purpose of entertainment and experiencing real-time game play within the casino, players from some countries are unfortunately not eligible to redeem these coupons for cash should they result in a win.

Below is a link and an excerpt from our terms and conditions:

8.Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may partake of said free chips for amusement purposes only. Please contact a customer support representative before using any free chip offer to understand your eligibility for withdrawals.

https://www.puntcasino.com/terms-and-conditions

Best wishes,

Nick and Punt Casino

Hello Nick and Punt Casino,

Thank you for your response. Can I ask why those countries are not restricted from obtaining such a bonus, and aren't listed in the terms?

Kind regards,

Adam

This is sad for the player, the correct thing was not to let the bonus activate, because we beat the Rollover in the hope of winning something and we don't win.

Greetings all,

As I said previously, in order to give players a sample of active real-time gaming in the casino we allow the coupon to be redeemed regardless of cash validity. Asking the player to come to us gives us as an organization the opportunity to explain, answer any questions, and provide a better customer experience.

I hope this clarifies things and I genuinely apologize for any disappointment derived from not first familiarizing yourself with the terms and conditions of the casino Caniggia2021. It is not our intent to mislead anyone for any reason.

Best wishes,

Nick and Punt Casino

Dear Nick and Punt Casino,

The rule states that players are not eligible to withdraw if they have not previously deposited. If the player was to make a deposit now, could they then be able to make a withdrawal of the winnings?

Kind regards,

Adam

Greetings all,

The player needs to be eligible for the bonus at the time of redemption and play, there is no way to retroactively qualify unfortunately.

Best wishes,

Nick and Punt Casino

Dear Caniggia2021,

I have made contact with the casino via Skype and the case is still being looked into.

I will extend the timer and provide an update here shortly.

Kind regards,

Adam

Thank you very much for your work.

Dear Caniggia2021,

Just letting you know we haven't forgotten about you. We are still discussing your case internally.

Best wishes,

Nick and Punt

Thank you very much, but this Casino will not pay the right thing is to take it out of promotions, more players will go through this.

Dear Caniggia2021,

I am afraid that your case is still being discussed, and I will need to extend the timer once more.

I apologize for the time this is taking, and thank you for your continued patience.

I hope to be able to update you further very shortly.

Kind regards,

Adam

Thank you very much, you were very kind in this complaint, success for you

Dear Caniggia2021,

I have asked you to provide a bitcoin address via e-mail, but for security reasons could I also ask you to post it here? I will keep the post private so it will not be visible to the public.

Kind regards,

Adam

Dear Caniggia2021,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam