MrPunter Casino - El pago del jugador se ha retrasado.

I have 320€ in my mrpunter account and overnight they blocked my deposits and withdrawals. Before that I had a withdrawal of €50, which I ended up canceling but it had already been active for more than 5 days, which means it doesn't meet the 3 days stated by the casino. The withdrawal was via crypto. The point is that I really wanted to withdraw the €320 and from one day to the next they made it impossible for me to do so. Support says I'll receive an email, but I get nothing. The support works with automatic messages.

Eu tenho 320€ na conta mrpunter e de um dia para o outro bloquearam-me os depósitos e levantamentos. Antes disso eu tinha um levantamento de 50€, que acabei por cancelar mas já estava há mais de 5 dias ativo, ou seja não cumpre os 3 dias dito pelo casino. O levantamento era através de crypto. A questão é realmente eu querer levantar os 320€ e de um dia para o outro me impossibilitaram. O suporte diz que vou receber um mail, mas não recebo nada. O suporte funciona com mensagens automáticas.

Dear miguelvbrandao,

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?
• Do I understand correctly that you currently have access to your casino account?
• What specific error message, if any, have you received when trying to deposit or withdraw? Can you post a screenshot 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.

Best regards,

Kristina

Good morning, I have never made a successful withdrawal before, yet I still have access to my account.

The error that appears is after logging in and only when I try to deposit or withdraw.

Bom dia, eu nunca efetuei uma retirada bem sucedida antes, contudo continuo a ter acesso à minha conta.

O erro que aparece, é já depois de iniciar sessão e apenas quando tento depositar ou levantar.

Thank you very much for your reply, miguelvbrandao. When was the last time you contacted the casino regarding this issue? 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.

It was yesterday via live chat that I was told I had to wait for an email, which I didn't receive, and then I sent an email about it.

I've emailed you the screenshots.

Foi ontem através do live chat, que me disseram que tinha de esperar por um mail, que não recebi, e posteriormente mandei um mail sobre o assunto.

Enviei os prints por mail para si.

Thank you very much, miguelvbrandao, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 miguelvbrandao,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MrPunter Casino representative to join this conversation.

Dear MrPunter Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear miguelvbrandao,

We would like to kindly confirm that you were cancelling your withdrawal request the same or the next day of the submission and at this time there is not an active balance in your account.

Bear in mind that the processing of withdrawal requests generally takes at least 3 working days, counting from the day after the request was made or the day of the last processed withdrawal.

In addition, please note that should you decide to cancel a withdrawal in progress, the withdrawal process will start again with a future request.

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

Kind Regards,

MrPunter Casino Team

Dear miguelvbrandao,

Could you please confirm, if you have used up the balance on your account, and currently have nothing left to withdraw?

Thank you.

Dear miguelvbrandao,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.