MrPunter Casino - La verificación del jugador se ha retrasado.

I have been trying to get verified at this casino for 3 weeks, they refuse to tell me what is wrong. I have been in live chat multiple times asking for answers and they reassure me every time that my case has "high priority" and I will get answers via email. In the 3 weeks waiting time I have gotten 1 email from them asking me to upload the exact document I have uploaded multiple times. (Document is PDF file of transactions from mifinity peroid 25.10-25.11, provided by mifinity themselves) and yet every time they reject it without any explaination.

I have played many casinos in my time gambling, and this is by far the worst experience I have had with verification and communication. Seems like they stall for time and hope for players to loose patience and play their winnings away.

I would recommend to stay away from this casino and their partner casinos as they are using scummy tactics to stall verification / withdrawal process.

Dear kjayyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Is the deposit you made in the casino visible in the list of transactions on your Mifinity statement?
• Could you please forward the email you received from the casino about what they require?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear kjayyy,

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.

Finally after 3 weeks or so my mifinity document was approved, but ofcourse once that was approved they started requesting a new document proving my funds and such and normally that would be all good, but when they spend 3 weeks approving one document just to request another one instead of asking for both at the same time they are just stalling for time.

This time they asked for a bankstatement, I sent that in yesterday and see it was rejected today, no explaination. This casino has the worst customer service out there by far, nobody is willing to help and they just close the chat if you confront them about this scummy behaviour.

Thank you very much, kjayyy, for providing the necessary information. 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 kjayyy, I've just looked over your case and I'm sorry to hear about the issues you're having with verification. I’ll reach out to the casino to see how we can assist you once they respond.

Dear MrPunter Casino, I’d like to include you in this conversation to help resolve the player’s complaint. Could you please provide more details about the case? Specifically, I'd like to know why the player’s most recent document was rejected.

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Best regards,

Natalia

Over 1 month later, it now looks like my account is verified, I have not gotten any confirmations about this yet, however it says under my verification tab that there are no more documents needed. Hopeful that they will process the withdrawal soon.

Dear kjayyy, thank you for the updates. I have also received a confirmation from the casino representative that your account is now verified, and your withdrawal request should be reviewed soon.

If you have any developments in this case, let us know.

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.

Dear Kjayyy,

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

If you have any additional questions don't hesitate to contact us.

Kind Regards,

MrPunter Casino Team

Thank you for sharing the updates, MrPunter Casino.

Dear kjayyy, please, let us know once you successfully receive your winnings from the casino. I hope it won't take long for the payment to reach your account.

Dear kjayyy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My withdrawal was successfully received after 3 months, and my account is now closed at their casino. Thanks for the help. I would still advise people to stay away from this casino.

Dear kjayyy,

We're glad to hear that your issue has finally been resolved as you received your withdrawal. We'll go ahead and 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