MrPunter Casino - A retirada do jogador foi adiada.

Hi,

I played for some time at MrPunter casino with no problem. Indeed withdrawl takes a little bit long, sometimes 3-5 days. But no problems!

Last week I received an e-mail that there are some technicall issues where with my payment service.

After this message, I still had my withdrawl on-hold and played again with deposited money. With this deposit I made again a withdrawl with no problems.

The problems where there when I cancelled yesterday the withdrawl amount of €500,- (of the issue). Instant they amount was gone from my account and i contacted support. They said it can take 2 hours before a cancelled withdrawl will be received in the account. But I didn’t need to worry because everything is okay.

It’s more then 24 hours, and still no €500,- in my account… and i can’t reach support anymore.

Can you guys help?

greetings Rick

Hello rickas1275,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MrPunter Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

From the first moment I played there I didn’t need to verify my KYC. The withdrawls take some time but didn’t face any issues.

It was all with real money, don’t use deposit bonusses because it will usually face problems…

Last time was on friday, when they said to wait 2 hours. After the 2 hours i tried to Connect with them but in the evening the chat is disconnected. Today I tried 3 times, but i got discinnected every single time. Send them also the screenshot of the conversation with support who said to wait 2 hours. But never spoke to someone again.

Hello rickas1275,

Would it be possible to forward the e-mail communication between you and the casino rather than the live chat (they can't provide such information as the e-mail support) to nikolas.b@casino.guru for further review?

Additionally, has there been any update in your case since then?

Looking forward to hearing from you.

Regards,

Nick

Hi,

I don’t have any e-mail communication about this. Due to the live chat confirsation. But I will send them an e-mail and forward the response to you!

Thank you rickas1275 for all the information provided. As no e-mail has been forwarded by you, we will try to reach the casino now. I will forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rickas1275 ,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite MrPunter Casino to join the conversation.

Dear MrPunter Casino,  

We would like to seek clarification on the status of the funds from the cancelled withdrawal, which have not yet been credited back to the player's balance. Given the time that has passed, we appreciate your prompt attention to this issue and look forward to your response.

Dear rickas1275,

We would kindly request to confirm that after cancelling the withdrawal request, you submitted a new one and is successfully completed.

Thank you for your cooperation.

Kind Regards,

MrPunter Casino Team

Thank you for your response, MrPunter Casino Team.

Dear rickas1275,  

According to the information provided by the MrPunter Casino Team, your winnings were disbursed following your submission of a new request. Could you kindly confirm this?  

Should I regard this matter as resolved, or is there anything further you need assistance with?

Dear rickas1275,

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.

Dear rickas1275,

While it appears that you have received the disputed winnings, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.

Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru