MrPunter Casino - La verificación del jugador se ha retrasado durante más de un mes.

Hello CasinoGuru,

I won real money at the casino "MrPunter" on December 2nd, 2025.

I requested a payout on December 3, 2025.

Verification was requested on December 9, 2025.

I carried out the verification immediately.

On December 15, 2025, I inquired with "Livesupport" about when the verification would be processed.

It said that an update was in progress and that I should ask again later.

On December 17, 2025, I inquired again as to why the verification was not being processed.

It stated, "is being processed, and it may take up to 10 days from the date after verification."

Since I had already completed the verification on December 9, 2025, I then inquired again with "Livesupport" on December 19, 2025, about when the verification would be processed.

The employee said: "I don't know how long this will take".

On December 27, 2025, further verification was requested.

I should upload another selfie, which I already took on December 9, 2025.

Additionally, a bank statement was requested showing which bank I used to top up my Mifinity account.

I uploaded both immediately.

Unfortunately, it's been over a month since I requested a payout.

Please take care of this.

I thank myself.

Warm regards

Kavaloa

Hallo CasinoGuru,

ich habe am 02.12.2025 mit Echtgeld bei dem Casino "MrPunter" gewonnen.

Am 03.12.2025 habe ich eine Auszahlung beantragt.

Am 09.12.2025 wurde eine Verifizierung verlangt.

Die Verifizierung habe ich sofort durchgeführt.

Am 15.12.2025 habe ich beim "Livesupport" angefragt, wann die Verifizierung bearbeitet wird.

Da hieß es, das ein Update läuft und ich später nochmal anfragen soll.

Am 17.12.2025 habe ich dann nochmal angefragt, wieso die Verifizierung nicht bearbeitet wird.

Da hieß es, "ist in Bearbeitung, und es kann bis zu 10 Tage ab dem Datum dauern, nachdem man die Verifizierung gemacht hat".

Da ich die Verifizierung ja schon am 09.12.2025 durchgeführt hatte, habe ich dann am 19.12.2025 nochmal beim "Livesupport" angefragt, wann die Verifizierung nun bearbeitet wird.

Der Mitarbeiter meinte: "ich weis nicht wie lange das dauert".

Am 27.12.2025 wurde dann eine weitere Verifizierung gefordert.

Ich sollte nochmals ein Selfie hochladen, welches ich schon am 09.12.2025 gemacht habe.

Zusätzlich wurde ein Kontoauszug angefordert, mit welcher Bank ich Mifinity aufgeladen habe.

Beides habe ich sofort hochgeladen.

Leider ist es schon über einem Monat her, als ich eine Auszahlung beantragt habe.

Bitte nehmen Sie sich dessen an.

Ich bedanke mich.

Herzliche Grüße

Kavaloa

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 kavaloa,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, but it definitely shouldn't take weeks.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please advise which documents you have already submitted?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristina,

Here are the answers to your questions.

1) Could you please tell us which documents you have already submitted?

Answer: On December 9, 2025, I submitted the following verification documents to "MrPunter".

• passport
• Registration certificate
• Selfie with passport and "MrPunter" website in the background.
• Account details for the e-wallet "mifinity" (address, name, account number, email)
• Mifinity account statement from 01.11.25 to 08.12.25

On December 27, 2025, I immediately sent further requested documents to "MrPunter":

• Selfie with passport and "MrPunter's" website in the background. (for the second time)
• Bank statement for the "N26" account with which I topped up the "mifinity" e-wallet.

(from 24.10.2025- 24.11.2025)

(I had already requested a bank statement showing how I had topped up the e-wallet with the first set of documents, so I sent it a second time as well.)

I will send you these documents immediately by email to: kristina.s@casino.guru

2) Has the casino reported any problems with the approval of certain documents?

Answer: NO

Thank you very much for your efforts.

Kavaloa

Liebe Kristina,

zu deinen Fragen folgende Antworten.

1) Könnten Sie uns bitte mitteilen, welche Dokumente Sie bereits eingereicht haben?

Antwort: Am 09.12.2025 habe ich bei "MrPunter" folgende Verifizierungsunterlagen eingereicht.

• Pass
• Meldebescheinigung
• Selfie mit Pass und INternetseite von "MrPunter" im Hintergrund.
• Kontodaten E-Wallet "mifinity" (Adresse, Name, Kontonummer, email)
• Kontoauszug Mifinity vom 01.11.25- 08.12.25

Am 27.12.2025 habe ich weitere geforderte Unterlagen sofort an "MrPunter" gesendet:

• Selfie mit Pass und INternetseite von "MrPunter" im Hintergrund. (zum zweiten mal)
• Kontoauszug Konto "N26" mit dem ich die E-Wallet "mifinity" aufgeladen habe.

(vom 24.10.2025- 24.11.2025)

(dabei hatte ich schon einen Kontoauszug mit dem ich die E-Wallet aufgeladen hatte, bei den ersten Dokumenten verlangt, also auch das zweite mal gesendet.)

Diese Unterlagen sende ich Ihnen jetzt sofort per mail an: kristina.s@casino.guru

2) Hat das Casino irgendwelche Probleme bei der Genehmigung bestimmter Dokumente gemeldet?

Antwort: NEIN

Vielen Dank für Ihre Mühen

Kavaloa

Thank you very much for your reply, kavaloa. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? It seems that so far, I have only received documents regarding one other complaint you submitted. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

I have just forwarded the correspondence with the casino "Mr Punter" to your email address.

6 emails sent to you. (forwarded)

Warm regards

Kavaloa

Hallo Kristina,

ich habe Dir gerade den Schriftverkehr mit dem Casino "Mr Punter" an deine email weitergeleitet.

6x emails an dich gesendet. (weitergeleitet)

Herzliche Grüße

Kavaloa

Hello Kristina,

I hereby inform you that the casino "MrPunter" has requested another document today, January 21st.

For the second time, the same document.

An N26 bank statement with which I topped up my mifinity account (from October 24th to November 24th, 2025)

I immediately uploaded this to "MrPunter".

I will now send you these documents by email.

Thank you so much for your help.

Kavaloa

Hallo Kristina,

hiermit teile ich Dir mit, das das Casino "MrPunter" heuteam 21.01. wieder ein Dokument angefordert hat.

Zum zweiten mal, das selbe Dokument.

Einen Kontoauszug "N26", mit dem ich mifinity aufgeladen habe (vom 24.10.- 24.11.2025)

Dieses habe ich sofort bei "MrPunter" hochgeladen.

Diese Dokumente sende ich Dir jetzt per mail zu.

Vielen Dank für Ihre Hilfe.

Kavaloa

for info

Hello Kristina,

I had problems logging in to "Casinoguru" today. When I tried to access your site, it said the problem was on your end.

Furthermore, I just saw in my email inbox that the email I sent did not reach you.

I just sent it again, and it still wasn't delivered.

It seems you're having a server problem?

I'll try forwarding the email to you again tomorrow morning; perhaps the problem will be resolved then.

LG

Kavaloa

zur Info

Hallo Kristina,

ich habe heute Probleme beim Einloggen hier auf "Casinoguru" gehabt. Es hieß beim Aufruf eurer Seite, das das Problem bei euch liegt.

Weiterhin habe ich eben in meinem emailfach gesehen, das die gesendete email dich nicht erreicht hat.

ich habe sie gerade nochmal gesendet, sie wurde wieder nicht zugestellt.

Anscheinend habt ihr ein Serverproblem?

Ich versuche die email nochmals morgen früh an dich weiterzuleiten, vielleicht ist dann das Problem behoben.

LG

Kavaloa

Dear kavaloa,

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, Jana (jana.k@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,

Kristina

Dear Kavaloa,

My name is Jana, and I will be your point of contact in resolving your complaint. I sincerely apologize for the inconvenience caused by the delay in processing your withdrawal. I will reach out to the casino and do my utmost to address this issue promptly.

I would like to invite a representative from MrPunter Casino to join this discussion to facilitate the resolution of your complaint.

Dear Casino, could you please provide an explanation for the delay in processing the player's withdrawal?

Thank you in advance for your cooperation and for providing the necessary information.

Dear all,

We truly appreciate your help.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

MrPunter Team

Dear Jana, January 29, 2026

Dear MrPunter Casino,

Today, January 29th, the same document was requested for verification on Mr Punter's website for the third time.

Required document: My bank statement, "N26", showing the balance I used to top up my Mifinity account from October 24th to November 24th, 2025.

I have now uploaded this to "MrPunter" for the third time.

This bank statement is already included in your documents, "Jana".

That's why we're here.

The same documents have been requested repeatedly for the past two months.

I now have this bank statement, updated today with the date of January 29th.

Uploaded for the period from 24.10.- 24.11.2025.

I request verification.

Dear Mr Punter Team, why do you keep requesting the same document (bank statement)?

Best regards

Kavaloa

Liebe Jana, 29.01.2026

sehr geehrtes MrPunter Casino,

heute am 29.01. wurde wieder zum dritten mal, das selbe Dokument auf der Seite von Mr Punter als Verifizierung angefragt.

gefordertes Dokument: Mein Kontoauszug, "N26" mit dem ich das Mifinity Konto auflade vom 24.10.- 24.11.2025

dies habe ich nun eben zum dritten mal bei "MrPunter" hochgeladen.

Dieser Kontoauszug liegt auch Ihnen "Jana" in den Unterlagen schon vor.

Das ist, warum wir hier sind .

es werden immer wieder die selben Dokumente angefordert, seit 2 Monaten .

Ich habe nun, diesen Kontoauszug heute aktuell mit dem heutigen Datum vom 29.01.

für die Zeit vom 24.10.- 24.11.2025 hochgeladen.

Ich bitte um Verifizierung.

Geehrtes Mr Punter Team, warum fordern sie ständig das gleiche Dokument (Kontoauszug) an?

Mit freundlichen Grüßen

Kavaloa

Dear all,

We appreciate your patience.

Please be informed that the documents you provided have been forwarded to the relevant department for review. We will notify you immediately once the verification is complete.

Thank you for the cooperation.

Best regards,

MrPunter Team

Dear Jana, February 2nd, 2026

Dear MrPunter Team,

Today, "MrPunter" is once again requesting on your website that I upload a document.

-Again?-

The strange thing is, it doesn't say which document.

I'm uploading the screenshot here.

Or is this just a mistake?

I request verification.

Kind regards

Kavaloa

Liebe Jana, 02.02.2026

Sehr geehrtes MrPunter Team,

heute wird schon wieder bei IHnen "MrPunter" auf Ihrer Seite online, gefordert, das ich ein Dokument hochlade.

-schon wieder?-

Das komische ist aber, das da nicht steht, welches Dokument.

Den Screen lade ich hier hoch.

Oder ist dies nur ein Fehler?

Ich bitte um Verifizierung.

Freundliche Grüße

Kavaloa

Dear all,

We truly appreciate your patience in this matter.

kavaloa, please provide the transaction history for the payment method used to fund your MiFinity account, covering the month of November.

The document should be an official, original PDF file downloaded directly from your bank or payment provider and clearly show all transactions for the requested period.

Thank you for the cooperation.

Best regards,

MrPunter Team

Dear Kavaloa,

I hope this message finds you well. I would like to bring to your attention the message from the casino mentioned above. Could you please provide the requested documents at your earliest convenience? Doing so will help facilitate the verification of your account and allow for the timely release of your funds.

Dear Jana, February 4, 2026

Dear MrPunter Team,

I just uploaded the required document (with which I topped up my mifinity account for November) to the system at "MrPunter".

I cannot understand at all why "MrPunter" is requesting a bank statement for the period from October 24th to November 24th (i.e., almost the entire month of November) multiple times.

And now the whole of November.

- that could have been requested right away-

Dear Jana,

I'm now sending you this November bank statement by email as well.

Also the bank statement for October 24th - November 24th (although you already have that one).

Warm regards

Kavaloa

Liebe Jana, 04.02.2026

sehr geehrtes MrPunter Team,

das geforderte Dokument, (mit dem ich das mifinity Konto aufgeladen habe für November) habe ich eben im System bei "MrPunter" hochgeladen.

Ich kann überhaupt nicht nachvollziehen, das "MrPunter" mehrfach einen Kontoauszug vom 24.10-24.11 (also fast der ganze November) anfordert.

Und nun den ganzen November.

- das hätte man doch gleich anfordern können-

Liebe Jana,

ich sende Dir jetzt diesen Kontoauszug November auch per mail zu.

Auch den Kontoauszug 24.10-24.11. (wobei Du den schon hast.)

Herzliche Grüße

Kavaloa

Dear Mr. Punter Casino Representative,

I hope this message finds you well. I would greatly appreciate it if you could confirm whether you have received the necessary documents from the player to fully verify his account.

Dear all,

We truly appreciate your patience.

We would like to confirm that we received the document provided by the player, and it was forwarded to the relevant department.

Thank you for the cooperation.

Best regards,

MrPunter Team

Hello Casino MrPunter, February 13, 2026

Hi Jana,

Today, MrPunter again requested a file from me on their website.

Once again, it is unclear which document!!

It just says that I should upload a document.

I request clarification.

Thank you very much

Kavaloa

Hallo Casino MrPunter, 13.02.2026

Hallo Jana,

heute wurde wieder von MrPunter auf ihrer online Seite eine Datei von mir angefordert.

Zum wiederholten male, ist nicht ersichtlich, welches Dokument!!

Es steht nur da, das ich ein Dokument hochladen soll.

Ich bitte um Aufklärung.

Dankeschön

Kavaloa

Hello Casino "Mr Punter" February 16, 2026

Hi Jana,

Since I received no reply from "MrPunter" to my message here on February 13th, I contacted "MrPunter" again today via the online portal at "MrPunter" in the casino.

Even there, they couldn't tell me which document was required, although it said I should upload a document.

I can't do more than answer your questions.

If you're going to make a demand, please also state what it is.

Weeks pass.

Have a good day and I hope that this time it's just a mistake and the verification is complete.

Best regards

Kavaloa

Hallo Casino "Mr Punter" 16.02.2026

Hallo Jana,

da von meiner Nachricht hier am 13.02. keine ANtwort von "MrPunter" gekommen ist, habe ich heute nochmal "MrPunter" im Online Portal bei "MrPunter" im Casino angeschrieben.

Auch da konnte man mir nicht sagen, welches Dokument gefordert wird, obwohl da steht ich soll ein Dokument hochladen.

Mehr kann ich nicht machen, als Ihre Fragen zu beantworten.

Wenn Sie etwas fordern, dann bitte doch auch sagen, was gefordert wird.

So vergehen Wochen.

Einen guten Tag und ich hoffe, das es diesmal nur ein Fehler ist und die Verifizierung fertig ist.

Mit freundlichen Grüßen

Kavaloa

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jana, February 25, 2026

It seems the account is now verified.

I wanted to make a withdrawal, but unfortunately the withdrawal option via "Mifinity" is no longer offered.

I will now create a new account in the next few days to request a payout.

Warm regards

kavaloa

Hallo Jana, 25.02.2026

es scheint, als wenn das Konto nun verifiziert ist.

Ich wollte eine Auszahlung vornehmen, jedoch wird nun leider die Auszahlungsoption über "Mifinity" nicht mehr angeboten.

Nun werde ich in den nächsten Tagen ein neues Konto anlegen, um eine Auszahlung zu beantragen.

Herzliche Grüße

kavaloa

Dear all,

We truly appreciate your patience.

kavaloa, we would like to inform you that your account has been verified.

Please try to make new withdrawal request.

Best regards,

MrPunter team

Dear kavaloa,

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.

Hi Jana,

So far, 2,000 euros have been paid out.

1500 euros have been requested, but unfortunately have not been paid out for several days.

Maybe today.

The total outstanding payments are still 3,000 euros.

Please leave the chat open here until everything is finished.

I will get in touch immediately.

Thank you very much

Kavaloa

Hallo Jana,

bisher sind 2.000 Euro ausgezahlt worden.

1500 Euro sind beantrag, leider seit mehreren Tagen noch nicht ausgezahlt.

Vielleicht ja heute.

insgesamt offene Auszahlungen sind noch 3.000 Euro.

Bitte lassen Sie den Chat hier offen, bis alles erledigt ist.

Ich werde mich dann sofort melden.

Besten Dank

Kavaloa

Dear kavaloa,

thank you for the update. Please keep us informed of any new development.

Dear Jana,

There are still two payments of 500 euros each outstanding.

A total of 1,000 euros has been applied for and should arrive in the next few days.

As soon as I receive them, I will post them here.

Thank you so much for everything.

Warm regards

Kavaloa

Liebe Jana,

es stehen noch zwei Auszahlungen a 500 Euro aus.

insgesamt 1.000 Euro, diese sind beantragt und sollten die Tage dann eingehen.

Sobald diese eingegangen sind, werde ich das hier schreiben.

Besten Dank für alles.

Herzliche Grüße

Kavaloa

Dear kavaloa,

thank you for the update. Please keep us updated when you receive more funds from the casino.

Dear Jana,

All the funds have been received...

Thank you very much for your help.

Warm regards

Kavaloa

Liebe Jana,

die Gelder sind alle eingegangen...

ich bedanke mich recht herzlich für die Hilfe.

Herzliche Grüße

Kavaloa

Dear kavaloa,

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