MrPunter Casino - El acceso a la cuenta del jugador está restringido.

I have been waiting over a month for a couple of withdrawals from Mrpunter. Last week I submitted documents for verification. It said it would take 24hrs to verify and now it's been longer than a week. Now when I try to log in it says my password is incorrect. When I choose to send a password reset to my email, nothing is sent! When I contacted support they said they don't have an account with my email?

I have over 68 000 dollars with this casino with screenshots to prove and now I do not have access to the casino. Are you able to kindly help?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear armwrestler316,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you no longer have access to your account? If so, has the casino indicated any reasons for closing your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila! Thanks so much for writing back

I have seemed to regain access 🙂

I have focused on slots only 🙂

My winnings have been accrued without a bonus 🙂

They have asked for documents for verification; a drivers licence, a bill with my address and interac e transfer history. I have sent them all of this however they want my interac e-history again? Even though i already submitted this. I have submitted the etransfer documents with my name as the account holder and await their response.

Hello Atilla, just an update. They have asked for my interac e-transfer history again for the 3rd time. I have no provided them 18 months worth of e-transfer history

Dear armwrestler316, Thank you for the update. Kindly let us know as soon as you receive any feedback regarding the submitted document. Additionally, could you please confirm whether the Interac transaction history is the final step in the verification process? Thank you for your patience and cooperation.

I appreciate your support Atilla!! Yes, the submission of the interac e-transfer history is the final submission of documents. I will let you know what happens!

Hi Atilla, they came back asking for a e-transfer transaction history from the past 3-6 months again. However I have already submitted that documentation. Are you able to assist here?

Hi Attila, are you able to assist? I submitted 18 months worth of etransfer history and they came back with wanting it again, asking for 3-6 months of e transfer history. I've already submitted it.

Dear armwrestler316,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear armwrestler316,

It’s a pleasure to e-meet you. My name is Hadi, and I will be handling your complaint from this point forward.

Thank you for providing detailed updates so far. I understand that you have regained access to your account, that your winnings were accrued without any active bonus, and that you have already submitted your Interac e-transfer transaction history multiple times, including an extended period of up to 18 months.

If there have been any further updates or new developments since your last message, please feel free to share them with me.

In line with our standard procedure, I will now invite a representative from MrPunter Casino to join this discussion so we can clarify the situation and move the case forward efficiently.

Dear MrPunter Casino,

Could you please provide detailed information regarding the player’s verification status?

Specifically, we would appreciate clarification on the following points:

• Whether the Interac e-transfer transaction history is the final outstanding KYC requirement
• Why the same document has been requested multiple times despite already being submitted
• Whether there are any additional concerns or missing elements preventing the completion of verification and processing of the pending withdrawals

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hadi, just to let you know they are still asking for 3-6 months of interac e-transfer history even though that had been submitted. I still have not recieved any withdrawals. thank you for your assistance!

Dear armwrestler316,

Thank you for the follow up.

Despite our previous requests, we still have not received the necessary documentation to finalize this process. Please be advised that this is the final step required to complete your verification.

Please provide your bank account transaction history for the entire month of December.

To be accepted, the document must meet the following requirements:

• Full Visibility: Your full name as the account holder and the account number must be clearly visible.
• Timeframe: It must cover all transactions from December 1st to December 31st.

Please upload this document as soon as possible or send it via email so we can conclude your verification and proceed with your account services.

Best regards,

MrPunter Casino Team.

Dear armwrestler316,

Thank you for the update.

To make sure we are handling this correctly, could you please forward to my email (hadi.a@casino.guru) confirmation that you have already submitted the requested December bank transaction history to the casino?

Ideally, this would include either:

• A screenshot of the document upload confirmation, or
• A copy of the email (including date and recipient address) if it was sent via email

This will allow me to verify whether the document has indeed been provided and address the situation with the casino accordingly.

Thank you very much for your cooperation we’ll work on moving this forward as soon as we confirm this detail.

Best regards,

Hadi

Mr Punter Casino, Zina reached out to me and asked for the documents. I emailed them the following today:

My Bank statement for December and Jan. These include all transactions for Dec and Jan and they include my full name and account number 🙂

I also sent my interact e-transfer history as well!

Hadi, because the Mr. Punter website is a portal for document submission, there doesn't seem to be anywhere I can collect time stamps for proof. However, I did forward you the email (with full documentation) that I sent Zina!

Thank you for your help!

Dear armwrestler316,

Thank you for the update.

To ensure I can properly review everything from my side, could you please forward the exact documents you most recently sent to MrPunter to my email at hadi.a@casino.guru?

This will allow me to compare them directly with the casino’s stated requirements and address any discrepancies more effectively.

Best regards,

Hadi

Hi Hadi, I sent you the banking documents to your email 🙂

Thanks again for your assistance

Dear armwrestler316,

Thank you for sending the requested documents. I confirm that I have received them.

For now, we will wait for the casino’s response, as you have already provided the proof they requested. There is no further action needed from your side at this moment.

We are waiting for the casino’s response since you have submitted the documents they asked for.

Dear MrPunter Casino

We are now awaiting your review and response. Kindly inform us once the verification has been completed or if there are any specific outstanding requirements.

Dear armwrestler316,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

MrPunter Casino Team.

Thank you Mr Punter casino. I look forward to being verified and to be able to withdraw my money.

Dear armwrestler316,

Thank you for your patience.

We're glad to inform that your account is now verified.

Best Regards,

MrPunter Casino Team.

Thank you Mr. Punter Casino! I appreciate your assistance with this. Can you please process the withdrawal to my e transfer that has been on hold for 2 months?

Thank you!

I am pleased to learn that we are now progressing to the next step of the process. We will await updates from the casino regarding the withdrawal.

Hello Hadi. I received my first withdrawal! I'm just waiting for my second one and then I can deem this resolved 🙂

Dear armwrestler316,

Please be informed that the second withdrawal will be processed shortly.

Kind regards,

MrPunter Casino Team.

I am pleased to see the progress made.

We will patiently await the second withdrawal.

Hello Mr Punter casino, I have not received my second withdrawal yet.

Dear MrPunter Casino,

Could you please provide some clarification on this matter? I would greatly appreciate your assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear armwrestler316,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi