MrPunter Casino - El retiro del jugador se retrasa debido a la revisión de la cuenta.

You won't get paid here. I have been waiting for 3 weeks now for the manual withdrawal of my funds. My account was closed for a review and I'm still waiting for a response from the department for the withdrawal of my funds

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand your situation, please allow me to ask you a few clarifying questions:

• Have you successfully made any withdrawals from this casino in the past?
• Have you completed the full KYC (Know Your Customer) verification process?
• What types of games did you play — were they slots, live casino games, or did you place sports bets?
• Have you received any information from the casino regarding the review of your account? Does the review relate to your personal data, or is it focused on your gameplay?

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

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Have you made successful withdrawals from this casino in the past?

This is the first one

Have you completed the entire KYC (Know Your Customer) verification process?

They haven't asked me for documents

What kind of games did you play? Were they slots, live casino games, or did you place sports bets?

Of everything

Have you received information from the casino about your account review? Does the review relate to your personal information or does it focus on your gaming experience?

I don't know, only that the decision is due to an administrative decision

¿Has realizado retiros con éxito de este casino en el pasado?

Este es el primero

¿Has completado todo el proceso de verificación KYC (Conozca a su cliente)?

No me han pedido documentos

¿A qué tipo de juegos jugabas? ¿Eran tragamonedas, juegos de casino en vivo o realizabas apuestas deportivas?

De todo

¿Ha recibido información del casino sobre la revisión de su cuenta? ¿La revisión se relaciona con sus datos personales o se centra en su experiencia de juego?

No se, solo que la decisión se debe a una decisión administrativa

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the review of your account at [email protected]. Kindly include all the other evidence that could be relevant to the investigation of your case as well. Thank you for your cooperation.

First and then last

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mypersonal24,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MrPunter Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? Is there a specific timeframe in which the player can expect the payment to be completed? Alternatively, is there another issue that might be causing the delay?

Dear mypersonal24,

We have sent an email asking for your bank details. We kindly suggest to please help us with all the details requested.

We will be waiting for your details.

Kind regards,

MrPunter team.

Dear casino representative,

thank you for your response.

Dear mypersonal24,

can you please proceed as asked? In case you need help or guidance with any part of the process, please let me know.

Important Notice: Casino.Guru will never ask you to share confidential personal information or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, I'm in contact with the casino, I asked if I can withdraw via crypto.

Hola, estoy en contacto con el casino, he preguntado si puedo retirar por crypto

Dear mypersonal24,

thank you for keeping us updated. I will leave this complaint open you receive your funds. In case you need any further assistance, do not hesitate to get in touch.

I wrote to you 4 days ago and I haven't received a reply.

Hace 4 días que les escribí y no he recibido respuesta

Dear mypersonal24,

In case you have messaged me, I have not received your email. Please try again at [email protected]

I'm referring to the casino. I asked the casino if I could withdraw via crypto a week ago, but they haven't responded.

Me refiero al casino. Le pedí al casino si podía retirar por crypto hace ya una semana pero no me han respondido

Dear casino representative,

can you please give us an update on the situation? Have you received the player's message? Has the casino approved the crypto withdrawal? If so, is there a particular timeframe in which the player might receive the funds?

Hello, I have already been paid.

Hola ya me han pagado

Dear mypersonal24,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at MrPunter Casino for their response. 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, 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, 

Martin

Casino.Guru