Punt Casino ZA - Player is experiencing difficulties requesting a withdrawal.

I won R11900 I was paid R7000 I won another R19900 i was paid R15000 

Dear Elizabeth,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please provide me with more information and details regarding this matter? Did you complete the KYC (Know Your Customer) verification process in the past? I’m sure you understand that without having your account verified by the casino, you won’t be able to receive any withdrawals. Please let me know if your casino account verification was successful in the past. If you’ve already contacted the casino about this issue, please forward any relevant communication to: petronela.k@casino.guru. 

I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Petronela I called them i spoke to they say it's withdrawal limit they only tell me when they about making payment 

Dear Elizabeth,

Thank you very much for your quick reply. I contacted the casino regarding your delayed withdrawals. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Punt Casino, please could you advise what documents are still necessary and how the player could help the verification process? Thank you in advance for your reply.

Thank you 

Greetings Petronela and Mama Elizabeth,

In Punt Casino on agreement with the player, payout time frames can be shorted in exchange for a lesser payout amount. Certainly anything that is eligible for withdrawal and has cleared the approval process is withdrawable in it's entirety (minus service fees), however on accepting the particular option you agreed to Mama Elizabeth the money comes faster but unfortunately isn't the full approved withdrawal amount.

I see that it's not the withdrawals themselves at issue here as they have been paid as agreed, it's the withdrawal amount and it's a simple solution. In order to receive the full approved amount in the future (minus service fees) you've merely to be a tiny bit more patient. I can see from the transcripts of your communication with the casino that at the time it was happily the best option for you, perhaps next time you will opt for the full amount instead.

Congratulations on your wins. I have no doubt that with your amazing luck you'll be cashing in again soon.

Best wishes,

Nick and Punt

I'm not happy with their response they only tell you when they pay you why didn't they tell me before the withdrawal why other casinos pay every cent ,they rob customers I lost almost R10000 because they are not paying us all the amount won 

Dear Nick,

Thank you very much for your reply. Please could you instruct me where in T&Cs I could find any information regarding "payout time frames can be shorted in exchange for a lesser payout amount".

I have checked the website carefully, but unfortunately didn’t find this specific piece of info.

Thank you very much in advance.

Good morning it's not written anywhere in their terms and conditions 

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Elizabeth,

I have received a transcript of your conversation with the live chat representative. This specific chat transcript has been sent to your email address too. During the conversation you have been offered to get paid the whole amount in instalments or a lower amount in accelerated withdrawal. You opted for a lesser amount paid immediately and not to have your win split into instalments. These instalments are based on the player’s class.

I’m very sorry, but if you later changed your mind, there is nothing I can do for you. Please, understand, that I can’t help you at this time. If there is anything else, I could assist you with, do not hesitate to contact me. In case that you’re in possession of any other supporting evidence, forward it to me, otherwise, I will be forced to reject your complaint. Thank you for your understanding. Looking forward to hearing from you.

Dear Elizabeth,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino.