MrPunter Casino - El pago del jugador se ha retrasado.

I have been waiting for my payout since January 17th, 18th and 19th. They have not been paid out to date.

I was asked to verify my account. I submitted all documents, all of which were accepted within 24 hours, except for the transaction document. I then sent this by email to S and have not received a response since January 28, 2025.

Live support just keeps saying the same thing, that I should be patient and that I will receive an answer via email. I'm sorry, but 2 weeks is still far too long! I still haven't received an answer.

There is no response via email, and live support doesn't help either; you kind of feel left alone.

Ich warte auf meine Auszahlung seit dem 17.-18.- and 19.- Januar. Diese wurden bis heute nicht ausgezahlt.

Ich wurde aufgefordert mein konto zu verifizieren. Ich habe alle dokumente eingereicht gehabt, alle wurden innerhalb 24 akzeptiert, bis auf die transaktions dokument. Ich habe diesen dann per email an Support@mrpunter.com nachgereicht gehabt, und habe seit dem 28.01.2025 Keine Antwort bekommen.

der live support schreibt immer wieder nur das selbe, das man etwas geduld haben soll, und mir per email geantwortet wird. Tut mir leid, aber 2 Wochen sind trotzdem einfach vieeeel zu lange! Ich habe bis heute keine antwort bekommen.

Über email wird nicht geantwortet, der live support hilft auch nicht, da fühlt man sich irgendwie alleine gelassen.

Dear Casinogamer123,

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?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Did you accumulate your winnings with or without an active bonus?

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

Hello,

I just wanted to point out that this is the MrPunter casino, not the MrPacho casino as stated, I noticed a small mistake. It would be great if you could change that, because I can't edit it.

To the question:

Have you ever made successful withdrawals?

• Yes, in the amount of €1,000. That was the first payout, and it went smoothly

Can you please let us know the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Have you accumulated your winnings with or without an active bonus?

• Without bonus

Hallo,

ich wollte kurz anmerken das es sich um das MrPunter casino handelt, nicht wie angegeben um das MrPacho casino, da ist mir ein kleiner Fehler unter gekommen. Wäre toll wenn sie das ändern könnten, weil ich kann das nicht bearbeiten.

Zu den Frage:

Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen?

• Ja in höhe von 1.000€. Das war die erste auszahlung gewesen, die ging reibungslos

Können Sie uns bitte den aktuellen Status Ihrer Auszahlungsanforderung mitteilen? Ist sie in Ihrem Casino-Konto als ausstehend oder bearbeitet markiert? Wenn möglich, posten Sie bitte hier in diesem Thread einen Screenshot Ihres Auszahlungsverlaufs.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

• Ohne Bonus

Thank you very much for your reply, Casinogamer123. I changed the casino according to your request.

How many days did it take for the casino to process the last successful withdrawal?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

As you can see, the first withdrawal took only 1 day. When I was asked to upload my documents, this was also processed within 24 hours. Except for the transaction document, this was rejected and I am now waiting over 12 business days to receive an answer by email

As you can see in the pictures, I have written to the casino several times via email.

I never received an answer. The live support always says the same thing ("You will be contacted shortly by the relevant department, wait for a reply by email"). I've been hearing this in support for 3 weeks now.

I'm at my wits' end. I made the first withdrawal on January 17th and have been waiting for almost a month to be paid out. I don't understand what's so difficult about verifying a single document. It can't possibly take more than 12 working days!

Wie man sieht hat die erste auszahlung nur 1 tag gedauert. Als ich gebeten wurde, meine dokumente hochzuladen, wurde diese ebenso innerhalb 24 stunden bearbeitet. Außer für das transaktionsdokument, dieser wurde abgelehnt, und ich warte nun über 12 Werktage drauf, das ich eine Antwort per email bekomme

Wie man hier auf den Bildern auch sehen kann, habe ich das casino mehrfach amgeschrieben gehabt per email.

Nie wurde mir darauf geantwortet. Der live Support schreibt wie immer das selbe (,,Sie werden in kürze von der jeweiligen department kontaktiert, warten sie auf eine antwort per email") Das höre ich nun seit 3 wochen so im support.

Ich bin mit den nerven am ende, die erste auszahlung habe ich am 17.01. getätigt, und wartet nun schon fast 1 Monat lang ausgezahlt zu werden. Ich verstehe nicht was daran so schwer ist, ein einziges dokument zu verifizieren. Das kann doch niemals über 12 werktage dauern!

If you need other information, let me know.

Do you guys can contact Mrpunter? they dont answere me in anyways.

i really need that money fast to pay my bills...

Thank you very much, Casinogamer123, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 in the near future.  

Dear Casinogamer123, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear MrPunter Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when Casinogamer123 can expect it to be processed from your side. Additionally, can you update us about the review of the player's bank statement? When will KYC be complete?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Casinogamer123,

We are pleased to inform you that your account verification has been completed.

We would also like to inform you that your payment will be completed as a matter of urgency.

Thank you for your cooperation.

Kind Regards,

Customer Service

Hello,

I can confirm that my account has now been verified. I have just received the 3 payouts totaling €1,500. As soon as the remaining €1,300 have been paid out, I will confirm this again here.

Many thanks in advance to everyone 🙂

Hallo,

ich kann bestätigen das mein Konto nun verifiziert wurde. Grade eben habe ich auch die 3 Auszahlungen in höhe von 1.500€ insgesamt erhalten. Sobald die restlichen 1.300€ ausgezahlt wurden, werde ich das nochmals hier bestätigen.

Vorab schonmal vielen Dank an alle 🙂

Thank you very much for your quick response, MrPunter Casino.

Dear Casinogamer123, thank you for sharing this good news. Hopefully, the rest of the payments will be processed shortly. Please, keep us informed about future developments.

I am currently still waiting for the second payment from 18.02.-19.02 in the amount of 1,000€

I will get in touch as soon as this process is completed.

Derzeit warte ich noch auf die 2 Auszahlung vom 18.02.-19.02 in höhe von 1.000€

ich melde mich, sobald dieser Vorgang abgeschlossen werden sollte.

Hello everyone,

I just wanted to let you know that the full amount has now been paid out.

As far as I'm concerned, the case can now be closed.

Thank you again to you @Natalia and @kristina for your help ❤

Hallo zusammen,

ich wollte kurz mitteilen das nun der vollständige betrag ausgezahlt wurde.

Der Fall kann von mir aus nun geschlossen werden.

Vielen dank nochmal an euch @Natalia und @kristina für eure Hilfe ❤

Dear Casinogamer123,

Thank you for the updates! I'm glad to hear that your issue has been resolved. I'll mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru