Zajedno sa našom metodologijom recenzija, mi smo izračunali Sigurnosni indeks kazina baziran na više od 20 faktora, uključujući finansije, fer Uslove i pravila, prigovore igrača i drugo. Što je viši Sigurnosni indeks, veće su šanse da vam vaši dobici budu isplaćeni.
The player from Germany had been waiting for a payout since January and had submitted all required documents for verification, but had not received a response regarding the transaction document sent by email. Live support offered no assistance, repeatedly telling him to be patient. The Complaints Team had contacted the casino on his behalf, which led to the completion of his account verification and the processing of his payouts. He confirmed receiving a total of €1,500, with the remaining €1,300 also paid out subsequently. The case was marked as resolved.
Igrač iz Nemačke je čekao isplatu od januara i dostavio je sve potrebne dokumente na verifikaciju, ali nije dobio odgovor u vezi sa dokumentom o transakciji poslatom mejlom. Podrška uživo nije ponudila nikakvu pomoć, više puta mu je govorila da bude strpljiv. Tim za žalbe je kontaktirao kazino u njegovo ime, što je dovelo do završetka verifikacije njegovog računa i obrade njegovih isplata. Potvrdio je da je primio ukupno 1.500 evra, a preostalih 1.300 evra je takođe isplaćeno naknadno. Slučaj je označen kao rešen.
Čekam isplatu od 17., 18. i 19. januara. Oni do danas nisu isplaćeni.
Od mene je zatraženo da verifikujem svoj nalog. Podneo sam sve dokumente, koji su svi prihvaćeni u roku od 24 sata, osim dokumenta o transakciji. Zatim sam ovo poslao mejlom S i nisu dobili odgovor od 28. januara 2025.
Podrška uživo stalno govori istu stvar, da treba da budem strpljiv i da ću dobiti odgovor putem e-pošte. Žao mi je, ali 2 nedelje je još uvek previše! Još uvek nisam dobio odgovor.
Nema odgovora putem e-pošte, a ni podrška uživo ne pomaže; nekako se osećaš ostavljeno sam.
I have been waiting for my payout since January 17th, 18th and 19th. They have not been paid out to date.
I was asked to verify my account. I submitted all documents, all of which were accepted within 24 hours, except for the transaction document. I then sent this by email to S and have not received a response since January 28, 2025.
Live support just keeps saying the same thing, that I should be patient and that I will receive an answer via email. I'm sorry, but 2 weeks is still far too long! I still haven't received an answer.
There is no response via email, and live support doesn't help either; you kind of feel left alone.
Ich warte auf meine Auszahlung seit dem 17.-18.- and 19.- Januar. Diese wurden bis heute nicht ausgezahlt.
Ich wurde aufgefordert mein konto zu verifizieren. Ich habe alle dokumente eingereicht gehabt, alle wurden innerhalb 24 akzeptiert, bis auf die transaktions dokument. Ich habe diesen dann per email an Support@mrpunter.com nachgereicht gehabt, und habe seit dem 28.01.2025 Keine Antwort bekommen.
der live support schreibt immer wieder nur das selbe, das man etwas geduld haben soll, und mir per email geantwortet wird. Tut mir leid, aber 2 Wochen sind trotzdem einfach vieeeel zu lange! Ich habe bis heute keine antwort bekommen.
Über email wird nicht geantwortet, der live support hilft auch nicht, da fühlt man sich irgendwie alleine gelassen.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li ste ranije izvršili uspešna povlačenja?
Možete li nas obavestiti o trenutnom statusu vašeg zahteva za povlačenje? Da li je označeno kao na čekanju ili obrađeno na vašem kazino nalogu? Ako je moguće, postavite snimak ekrana svoje istorije povlačenja ovde u ovoj temi.
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear Casinogamer123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Did you accumulate your winnings with or without an active bonus?
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.
Hteo sam samo da istaknem da je ovo kazino MrPunter, a ne MrPacho kazino kako je navedeno, primetio sam malu grešku. Bilo bi sjajno kada biste to mogli da promenite, jer ja to ne mogu da uredim.
na pitanje:
Da li ste ikada uspešno podizali novac?
Da, u iznosu od 1.000 €. To je bila prva isplata, i prošlo je glatko
Možete li nas obavestiti o trenutnom statusu vašeg zahteva za povlačenje? Da li je označeno kao na čekanju ili obrađeno na vašem kazino nalogu? Ako je moguće, postavite snimak ekrana svoje istorije povlačenja ovde u ovoj temi.
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Bez bonusa
Hello,
I just wanted to point out that this is the MrPunter casino, not the MrPacho casino as stated, I noticed a small mistake. It would be great if you could change that, because I can't edit it.
To the question:
Have you ever made successful withdrawals?
Yes, in the amount of €1,000. That was the first payout, and it went smoothly
Can you please let us know the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Have you accumulated your winnings with or without an active bonus?
Without bonus
Hallo,
ich wollte kurz anmerken das es sich um das MrPunter casino handelt, nicht wie angegeben um das MrPacho casino, da ist mir ein kleiner Fehler unter gekommen. Wäre toll wenn sie das ändern könnten, weil ich kann das nicht bearbeiten.
Zu den Frage:
Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen?
Ja in höhe von 1.000€. Das war die erste auszahlung gewesen, die ging reibungslos
Können Sie uns bitte den aktuellen Status Ihrer Auszahlungsanforderung mitteilen? Ist sie in Ihrem Casino-Konto als ausstehend oder bearbeitet markiert? Wenn möglich, posten Sie bitte hier in diesem Thread einen Screenshot Ihres Auszahlungsverlaufs.
Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?
Hvala vam puno na odgovoru, Casinogamer123. Promenio sam kazino prema vašem zahtevu.
Koliko dana je kazinu bilo potrebno da obradi poslednju uspešnu isplatu?
Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you very much for your reply, Casinogamer123. I changed the casino according to your request.
How many days did it take for the casino to process the last successful withdrawal?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Kao što vidite, prvo povlačenje je trajalo samo 1 dan. Kada je od mene zatraženo da učitam svoje dokumente, i ovo je obrađeno u roku od 24 sata. Osim za dokument o transakciji, ovo je odbijeno i sada čekam više od 12 radnih dana da dobijem odgovor putem e-pošte
Kao što vidite na slikama, pisao sam kazinu nekoliko puta putem e-pošte.
Nikad nisam dobio odgovor. Podrška uživo uvek kaže isto („Uskoro će vas kontaktirati relevantno odeljenje, sačekajte odgovor putem e-pošte"). Slušam ovo kao podršku već 3 nedelje.
Na kraju sam. Prvo povlačenje sam napravio 17. januara i čekao sam skoro mesec dana da budem isplaćen. Ne razumem šta je toliko teško u verifikaciji jednog dokumenta. Ne može potrajati više od 12 radnih dana!
As you can see, the first withdrawal took only 1 day. When I was asked to upload my documents, this was also processed within 24 hours. Except for the transaction document, this was rejected and I am now waiting over 12 business days to receive an answer by email
As you can see in the pictures, I have written to the casino several times via email.
I never received an answer. The live support always says the same thing ("You will be contacted shortly by the relevant department, wait for a reply by email"). I've been hearing this in support for 3 weeks now.
I'm at my wits' end. I made the first withdrawal on January 17th and have been waiting for almost a month to be paid out. I don't understand what's so difficult about verifying a single document. It can't possibly take more than 12 working days!
Wie man sieht hat die erste auszahlung nur 1 tag gedauert. Als ich gebeten wurde, meine dokumente hochzuladen, wurde diese ebenso innerhalb 24 stunden bearbeitet. Außer für das transaktionsdokument, dieser wurde abgelehnt, und ich warte nun über 12 Werktage drauf, das ich eine Antwort per email bekomme
Wie man hier auf den Bildern auch sehen kann, habe ich das casino mehrfach amgeschrieben gehabt per email.
Nie wurde mir darauf geantwortet. Der live Support schreibt wie immer das selbe (,,Sie werden in kürze von der jeweiligen department kontaktiert, warten sie auf eine antwort per email") Das höre ich nun seit 3 wochen so im support.
Ich bin mit den nerven am ende, die erste auszahlung habe ich am 17.01. getätigt, und wartet nun schon fast 1 Monat lang ausgezahlt zu werden. Ich verstehe nicht was daran so schwer ist, ein einziges dokument zu verifizieren. Das kann doch niemals über 12 werktage dauern!
Puno vam hvala, Casinogamer123, na saradnji. Sada ću preneti vašu žalbu koleginici Nataliji ( natalia.b@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Casinogamer123, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Dragi Casinogamer123, upravo sam pregledao vaš slučaj i žao mi je što čujem za vaše probleme sa povlačenjem. Pokušaću da vam pomognem tako što ću kontaktirati kazino. Videćemo šta se može uraditi kada odgovore.
Dragi MrPunter Casino, želeo bih da vas pozovem da se pridružite ovom razgovoru i pomognete nam da rešimo pritužbu igrača. Da li biste mogli da podelite više informacija u vezi sa slučajem? Molimo vas da navedete trenutni status zahteva igrača za povlačenje i kada Casinogamer123 može očekivati da bude obrađen sa vaše strane. Pored toga, možete li nas obavestiti o pregledu izvoda iz banke igrača? Kada će KIC biti završen?
Jedva čekam da se javite. Ako imate bilo kakav dokaz, pošaljite ga na moju e-poštu natalia.b@casino.guru .
srdačan pozdrav,
Natalia
Dear Casinogamer123, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.
Dear MrPunter Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when Casinogamer123 can expect it to be processed from your side. Additionally, can you update us about the review of the player's bank statement? When will KYC be complete?
I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.
Mogu da potvrdim da je moj nalog sada verifikovan. Upravo sam primio 3 isplate u ukupnom iznosu od 1.500 €. Čim bude isplaćeno preostalih 1.300 €, potvrdiću to ponovo ovde.
Unapred hvala svima 🙂
Hello,
I can confirm that my account has now been verified. I have just received the 3 payouts totaling €1,500. As soon as the remaining €1,300 have been paid out, I will confirm this again here.
Many thanks in advance to everyone 🙂
Hallo,
ich kann bestätigen das mein Konto nun verifiziert wurde. Grade eben habe ich auch die 3 Auszahlungen in höhe von 1.500€ insgesamt erhalten. Sobald die restlichen 1.300€ ausgezahlt wurden, werde ich das nochmals hier bestätigen.
Hvala vam puno na brzom odgovoru, MrPunter Casino.
Dragi Casinogamer123, hvala vam što ste podelili ovu dobru vest. Nadamo se da će ostatak plaćanja biti uskoro obrađen. Molimo vas da nas obaveštavate o budućim dešavanjima.
Thank you very much for your quick response, MrPunter Casino.
Dear Casinogamer123, thank you for sharing this good news. Hopefully, the rest of the payments will be processed shortly. Please, keep us informed about future developments.
Hvala vam na novostima! Drago mi je da čujem da je vaš problem rešen. Označiću žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Iskrena recenzija, zajedno sa svim predlozima za poboljšanje, bila bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Natalia
Casino.Guru
Dear Casinogamer123,
Thank you for the updates! I'm glad to hear that your issue has been resolved. I'll 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,
Natalia
Casino.Guru
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