MrPunter Casino - O pagamento do jogador foi atrasado.

Casino Mr Punter where I made a deposit of 10€ and got a bonus, after playing all the bonus I got a real balance of 104€ which I wanted to withdraw. I've been trying to contact the casino by email and chat for more than 10 days and every time they reply they copy and paste, the text is always the same and so is the structure. Often the live chat doesn't even work and so far I haven't had any concrete answer about my money, I've just been told that the finance department has been processing the payment for too long.

Attached is proof of the withdrawal requests.

Casino Mr Punter onde fiz um depósito de 10€ e ganhei um bónus, após jogar todo o bónus consegui ficar com um saldo real de 104€ à qual quis levantar. Estou à mais de 10 dias a tentar contactar o casino por email e por chat onde todas as vezes que me respondem são respostas copiadas e coladas, o texto é sempre o mesmo assim como a estrutura. Muitas vezes o Chat ao vivo nem funciona e até agora não tenho qualquer resposta concreta sobre o meu dinheiro apenas me dizem que o departamento financeiro está a processar o pagamento à demasiado tempo.

Segue em anexo o comprovativo dos pedidos de levantamento.

Dear maraoliveira8987,

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.

Dear maraoliveira8987,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received any money yet, everything is still the same.

Ainda não recebi dinheiro nenhum, continua tudo na mesma.

Dear maraoliveira8987, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

No, this is my first withdrawal attempt, yes my account is all verified to be able to make deposits and withdrawals. The bonus I got was a deposit of €10 and then I got free spins on a game and then I had to play the bonus amount 40x to get real money.

I've contacted the casino several times by email and the answer is always the same

Não, esta é a minha primeira tentativa de levantamento, sim a minha conta está toda verificada para poder fazer depósitos e levantamentos. O bónus que obtive foi um depósito de 10€ e depois ganhava rodadas grátis num jogo sendo que depois tinha que jogar o valor do bónus 40x para poder passar a ter dinheiro real.

Ja contactei várias vezes o casino por email a resposta é sempre a mesma

I'm still waiting.

Continuo à espera..

Dear maraoliveira8987, do you have any updates about your withdrawals? Has the casino contacted you or has anything changed since your last message?

No, the casino hasn't replied and everything is still the same. What's worse is that I can't even log in to their website anymore, it gives me an error.

Não o casino não me respondeu e continua tudo igual. Agora o pior é que já nem consigo entrar no site deles da me erro.

Dear maraoliveira8987, could you please try opening the following link: https://mrpunter.com/ and let us know if the website loads properly for you?

The site won't load for me. Does it open for you?

O site para mim não carrega. Para vocês o site abre?

I'm still waiting for you to help me solve the problem of withdrawing the money.

Ainda estou à espera que vocês me ajudem a resolver o problema do levantamento do dinheiro.

Thank you very much, maraoliveira8987, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear maraoliveira8987,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MrPunter Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear maraoliveira8987,

Thank you for reaching out and providing us with your information.

We have forwarded your request to the relevant department. We will let you know as soon as we have an update from them!

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

MrPunter team

It's been resolved, the casino has already paid the amount, thank you

Já está resolvido, o casino já pagou o valor, obrigada

Dear maraoliveira8987,

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