MrPunter Casino - O jogador afirma que o seu pagamento foi atrasado.

Dear Casino Guru Team,

I am writing to you to file an official complaint regarding a delay in processing a withdrawal from Mr. Panther Casino.

Specifically, on June 6, 2025, I requested a withdrawal of 310 euros via bank wire transfer. Since then, I have not received any clear information about the progress of the process. I have repeatedly contacted the platform's customer service via live chat and email, but they have not provided me with clear answers or a timeline.

Specifically, I have repeatedly requested information on the status of my withdrawal, however, I do not receive a substantive response. My question is systematically avoided, and the answers I am given are general or not directly related to my request.

At this time, I have not been asked for any additional documents regarding the KYC identification process, and I consider that I have fulfilled all my obligations as a player.

The reason I am reaching out to you so directly, even though I know that bank withdrawals may take a little longer, is because I have been informed that other teammates have faced a similar problem with long delays or even non-completion of the withdrawal. This is of particular concern to me and I want to prevent any further developments that may put me in a difficult position.

I have in my possession all the necessary evidence, such as:

Screenshots from live chats

Copies of communication emails

Proof of withdrawal request

Please let me know of any additional information or documents you require to support your intervention. I trust your mediation and hope that a solution will be found soon to ensure the proper processing of my claim.

Αγαπητή ομάδα του Casino Guru,

Σας απευθύνομαι προκειμένου να υποβάλω επίσημο παράπονο σχετικά με καθυστέρηση στην επεξεργασία ανάληψης από την εταιρεία Mr. Panther Casino.

Συγκεκριμένα, στις 6 Ιουνίου 2025, προχώρησα σε αίτημα ανάληψης ποσού 310 ευρώ, μέσω τραπεζικού εμβάσματος (bank wire transfer). Έκτοτε, δεν έχω λάβει καμία σαφή ενημέρωση για την πορεία της διαδικασίας. Έχω επικοινωνήσει επανειλημμένα τόσο μέσω live chat όσο και μέσω email με την εξυπηρέτηση πελατών της πλατφόρμας, χωρίς όμως να μου παρέχουν ξεκάθαρες απαντήσεις ή χρονοδιάγραμμα.

Συγκεκριμένα, έχω ζητήσει επανειλημμένα ενημέρωση για την κατάσταση της ανάληψής μου, ωστόσο δεν λαμβάνω ουσιαστική απάντηση. Το ερώτημά μου αποφεύγεται συστηματικά, και οι απαντήσεις που μου δίνονται είναι γενικόλογες ή δεν σχετίζονται άμεσα με το αίτημά μου.

Προς το παρόν, δεν μου έχει ζητηθεί κανένα επιπλέον έγγραφο σχετικά με τη διαδικασία ταυτοποίησης KYC, και θεωρώ ότι έχω εκπληρώσει όλες τις υποχρεώσεις μου ως παίκτης.

Ο λόγος που απευθύνομαι τόσο άμεσα σε εσάς, παρόλο που γνωρίζω ότι οι τραπεζικές αναλήψεις ενδέχεται να καθυστερούν λίγο περισσότερο, είναι επειδή έχω ενημερωθεί πως και άλλοι συμπαίκτες έχουν αντιμετωπίσει παρόμοιο πρόβλημα με μεγάλες καθυστερήσεις ή και μη ολοκλήρωση της ανάληψης. Αυτό με ανησυχεί ιδιαίτερα και θέλω να προλάβω οποιαδήποτε περαιτέρω εξέλιξη που μπορεί να με φέρει σε δύσκολη θέση.

Έχω στην κατοχή μου όλα τα απαραίτητα αποδεικτικά στοιχεία, όπως:

Screenshots από live συνομιλίες

Αντίγραφα των email επικοινωνίας

Απόδειξη του αιτήματος ανάληψης

Παρακαλώ ενημερώστε με για οποιαδήποτε επιπλέον πληροφορία ή έγγραφο χρειάζεστε, ώστε να υποστηρίξετε την παρέμβασή σας. Εμπιστεύομαι τη διαμεσολάβησή σας και ελπίζω να βρεθεί σύντομα μια λύση, ώστε να διασφαλιστεί η ορθή διεκπεραίωση της ανάληψής μου.

Dear Hackyp,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good evening, the withdrawal took place normally.

καλησπέρα ,πραγματοποιήθηκε η ανάληψη κανονικά .

Dear Hackyp,

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,

Dominika

Casino.Guru