MrPunter Casino - El jugador afirma que el pago se ha retrasado.

MrPunter hasn't paid out my money for 11 days. I keep getting the same copy/pasted messages. I have €1500 pending payout and €4500 still in my account. Please help me.

MrPunter zahlt mein Geld seit 11 Tagen nicht aus. Ich werde immer wieder mit den selben Copy/Paste Nachrichten hingehalten. Ich habe 1500 € in Auszahlung und 4500 noch auf dem Konto. Ich bitte sie mir zu helfen.

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Dear BlackStar90,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear BlackStar90,

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.

I will continue to ask for patience. The message is: "The money is yours, don't worry, our finance team is working to ensure you receive your money as quickly as possible. Please be patient." Etc. No timeframe is even given.

Ich werde weiterhin um Geduld geben. Es wird gesagt: „das Geld gehört Ihnen keine sorge, unser finanzteam arbeitet daran das sie ihr Geld schnellstmöglich erhalten. Bitte haben sie Geduld. Usw. Es wird nicht mal ein Zeitrahmen angegeben.

Will we receive any further help from them?

Kommt noch hilfe von ihnen ?

I'm being constantly strung along!!!!

Ich werde konsequent hingehalten!!!!

This casino is cheating on a very high level!! They're withholding funds!

Dieses Casino betrügt auf ganz hohem niveu!! Sie halten gelder zurück!

Dear BlackStar90, thank you for your response. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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 very much in advance for your reply.

Karla

Dear BlackStar90,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru