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Delayed withdrawal with Mr. Punter casino. KYC's already submitted. Withdrawal has been delayed for 2 weeks.

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Dear armwrestler316,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Could you please specify which verification documents you have already submitted and when?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?

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,

Petra

Thanks Petra for your help!

I requested the withdrawal on Mar 9th.

Verification documents included bank statements, government ID and a utility bill. The verification process completed and was approved by Mr Punter.

My last successful withdrawal was initially requested on Mar 2nd and took one week to be processed fully.

Thank you for your reply and for providing the previous details, armwrestler316.

Could you please clarify the following:

• Which payment method did you choose to withdraw your winnings? Is it the same one you used previously?
• Did you accumulate your winnings with or without an active bonus?
• Could you update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

If you have received any communication from the casino regarding the status of your withdrawal, feel free to send it to me. You can send any relevant documents to petra.h@casino.guru or upload your screenshots to the thread.

Thank you again for your cooperation.

Thanks so much for getting back Petra. Yes I have always used interac e-transfer for the withdrawals.

The winnings were accumulated without a bonus.

The withdrawals are still marked pending after several weeks. Please see the attached screenshots.

Hello armwrestler316,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, armwrestler316.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra I actually received the withdrawal but made another one. And it's already a week delayed. Is it ok if we keep this ticket open as there appears to be delay between making withdrawals.

I can send my latest communication to you Petra.

Thank you for your assistance!

Hi Petra, I sent you a copy of my communication with Mr. Punter about my withdrawal. Just to keep you updated I still have not receieved my latest withdrawal.

Thank you for your assistance.

Dear armwrestler316,

Thank you for your update. I’m glad to hear that you have successfully received your previous withdrawal. Regarding your new withdrawal request, I understand that there appears to be a delay. In such cases, it is absolutely fine to keep the complaint open, especially if there is a pattern of delayed processing. Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@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 at this moment. Your Resolver will reach out through this thread if any additional details are needed.I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear armwrestler316,

Thank you for reaching out again, and I’m sorry to hear that you are facing another issue with MrPunter Casino.

I can see that we previously helped you with a complaint involving account access and the verification process, which was eventually resolved. Since this appears to be a follow-up issue concerning your delayed withdrawal, I’d like to better understand what has happened since the previous case was closed.

Could you please confirm whether this delayed withdrawal is related to the same balance or winnings from your earlier complaint? Also, have you received any new requests from the casino since your account was verified?

At the same time, I would also like to invite MrPunter Casino to join the conversation and provide their perspective on the current situation, including any relevant update regarding the pending withdrawal.

I hope we will be able to help you resolve this matter as soon as possible.

Best regards,

Thank you again Hadi for assisting! You were extremely efficient and kind in supporting me last time!

This withdrawal is related to the same winnings balance!

Also, I have not received and further verification requests from Mr. Punter. According to them, I'm fully verified 🙂

Just to let you know Hadi. I still have not recieved the withdrawal

Dear armwrestler316,  

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with all of your withdrawal request and will provide you with an update as expediently as possible.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Best regards,   

MrPunter Casino team.

Dear MrPunter Casino,

Thank you for joining the thread. Could you please clarify what is specifically causing the delay on this withdrawal, and provide an estimated timeframe for when the player can expect to receive the funds?

Best regards,

Hadi

Hello Hadi, I have finally received the withdrawal! Thank you so much for your assistance! Would it be ok to keep this ticket open as I'd like to make a few more withdrawals due to how long it has taken in the past

Mr Punter, I have made another withdrawal. If you could please assist in processing it please!

Dear armwrestler316,

That's great news! Could you please confirm the exact amount you received and whether it corresponds to the withdrawal that was pending in this complaint?

Best regards,

Hadi

Hello Hadi! Yes the amount I recieved corresponds with the complaint. I'd like to keep this ticket open while I do several more withdrawals before I'm fully satisfied if that's ok!

Dear armwrestler316,

Of course, please feel free to inform me when you have the next update.

Hello Hadi, just letting you know I haven't received my latest withdrawal.

Mr Punter casino, just a gentle reminder that my latest withdrawal needs to be processed please

Dear armwrestler316,

We assure you we have already forwarded the request to the relevant team to process your current three pending withdrawals attempted on April 24th, 25th, and 26th, 2026.

Therefore, we believe we should be able to provide with an update at the earliest as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Kind regards,

MrPunter Casino team.

Thank you Mr Punter. I look forward to receiving the withdrawal

Thank you Mr. Punter for processing another withdrawal. I have made another withdrawal and look forward to it being processed as quickly as possible.

Hadi I recieved another withdrawal and will update you when I receive my latest withdrawal!

Thank you for the update. We will await the next one with anticipation.

Hi Mr Punter casino, I'm still waiting for my most recent withdrawal 🙂

Thank you for your assistance.

Dear armwrestler316,

We are pleased to inform you that your withdrawal requests from May 5, May 6, and May 7, 2026, have been processed. The funds were disbursed from our side on May 12, 2026.

Regarding your pending withdrawals from May 13 and May 14, 2026, we recommend waiting 24 hours from your last attempt before requesting another withdrawal. This will allow us to process the remaining transactions together.

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

Kind regards,

MrPunter Casino team.

I appreciate the response Mr Punter! I can confirm that I recieved the withdrawals I made earlier in the month. I have made further withdrawals and look forward to receiving them.

Hi Mr Punter I am still waiting for my withdrawal and deposit I have recently made. Your assistance would be greatly appreciated.

Dear armwrestler316,

We are pleased to inform you that your recent withdrawal requests from May 13, May 14, and May 15, 2026, have been processed. The funds were disbursed from our side on May 23, 2026.

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Kind regards,

MrPunter Casino team.

Thank you for both of your updates; I appreciate the latest news from the casino.

Dear armwrestler316,

I would like to confirm whether all funds have been received so we can proceed to close the case.

Hello Hadi! Yes I have received my most recent withdrawal! I am worried though that if I close this case, the withdrawals will be delayed again. Would it be best to keep this ticket open until I withdraw everything or start a new ticket if there is a delay in the future?

Dear armwrestler316,

Could you confirm whether the specific withdrawal amount that was originally disputed in this complaint has been received in full?

Yes it has Hadi. The original disputed amount has been received 🙂

Dear armwrestler316,

That's great to hear! Since the original disputed amount has been received, I'll go ahead and mark this complaint as resolved. If you run into another withdrawal delay down the line, feel free to open a new complaint and we'll be happy to help.

I'd also like to thank MrPunter Casino for their assistance in getting this sorted.

We hope your experience with Casino Guru has been a positive one. We don't charge any fees or accept gratuities, but if you'd like to share your thoughts, an honest review on Trustpilot would mean a lot to us. Any feedback on how we can improve our complaint resolution process is always welcome.

Thank you for your patience throughout this, and take care!

Best regards,

Hadi

Casino Guru