MrPunter Casino - El retiro del jugador se ha retrasado.

The casino is delaying my withdrawal for over 20 days, always making excuses, please help.

Το καζίνο καθυστερεί την ανάληψη μου πάνω από 20 μέρες όλο με δικαιολογίες, παρακαλώ για την βοήθεια σας.

Dear tomylougs,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrPunter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a 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,

Tomas

This is the first withdrawal I've made, the account says no verification is needed yet, in the chat I spoke to they keep telling me tomorrow, the withdrawal will be made shortly but nothing, the same thing keeps happening, please help.

Είναι η πρώτη ανάληψη που έχω κάνει,δεν χρειάζεται ακόμα επαλήθευση γράφει ο λογαριασμός, στο τσατ που μίλησα μου λένε όλο αύριο,σε λίγο θα γίνει η ανάληψη αλλά τίποτα, συνέχεια τα ίδια, παρακαλώ για την βοήθεια σας.

Still nothing, they tell me every day that my withdrawal will take place and a month has passed, unacceptable delay, please help.

Ακόμα τίποτα,μου λένε κάθε μέρα ότι θα γίνει η ανάληψη μου και έχει περάσει ένας μήνας, απαράδεκτη καθυστέρηση, παρακαλώ για την βοήθεια σας.

Thanks for your reply.

• Are you able to access your account? Can you log in?
• Is it possible for you to take a screenshot of the verification status of your account and the withdrawal request with the status visible and share it with me?
• Could you please share with me your most recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Yes, I log in to my account normally and no identification is needed.

Ναι συνδεομαι κανονικά στο λογαριασμό μου και δεν χρειάζεται ταυτοποίηση

Thank you very much, tomylougs, for providing the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@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 tomylougs,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MrPunter Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear tomylougs,

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 by email.

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

Kind regards,

MrPunter Casino Team

Dear tomylougs,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best regards,

MrPunter Casino Team

Dear tomylougs,

please keep us updated when you receive your funds.

Indeed, identification was done and I received the money, thank you very much to the casino guru team!!

Όντως ταυτοποίηση έγινε και έλαβα τα χρήματα, ευχαριστώ πολυ την ομάδα του καζίνο guru !!

Dear tomylougs,

We're glad to hear that your issue has been resolved. 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,

Jana

Casino.Guru