MrPunter Casino - Igrač veruje da je njegova isplata odložena.

Hello Casino Guru Team,

I have been waiting for my payout from Mr Punter for 11 days now, have already been in the live chat several times and they supposedly escalated it to the finance department and the delay is due to them having so many payouts pending.

11 days is absolutely unacceptable; according to their terms and conditions, payment must be made within 3 days.

What are the next steps?

I already made an initial withdrawal with Mrpunter, which was in my account after 3 days, so it doesn't seem to be due to that, but simply a significant delay.

Hallo Casino-Guru-Team,

Ich warte nun seit 11 Tagen auf meine Auszahlung bei Mr Punter, war bereits mehrfach im Livechat und sie hätten es angeblich an die Finanzabteilung eskaliert und die Verzögerung kommt zustande, weil sie so viele Auszahlungen offen haben.

11 Tage sind absolut inakzeptabel, laut deren AGB muss die Auszahlung in 3 Tagen erfolgen.

Wie kann hier weiter verfahren werden?

Ich habe bereits eine Erstauszahlung getätigt bei Mrpunter, die nach 3 Tagen auf dem Konto war, also es liegt scheinbar nicht daran, sondern einfach an einer starken Verzögerung.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear gamblingaddict1994,

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

Dear gamblingaddict1994,

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 had two outstanding payments, one from June 20th for 500 euros, and one from June 21st for 500 euros; the one from June 21st has now been processed.

I received a payout of 488.50 euros, and on top of that 488.50 euros I also had to pay 15 euros in fees.

My withdrawal from June 20th still hasn't been processed after 14 days. It will now likely take another 14 days. This delay is a complete scam.

ich hatte 2 Auszahlungen offen, eine vom 20.06 über 500 Euro, und eine vom 21.06 über 500 Euro, die vom 21.06 ist mittlerweile bearbeitet.

Mir wurden 488,50 Euro ausgezahlt und auf diese 488.50 Euro musste ich auch noch 15 Euro Gebühren zahlen.

Meine Auszahlung vom 20.06 ist nun nach 14 Tagen immer noch nicht bearbeitet. dauert nun voraussichtlich nochmal 14 Tage. Grösster Betrug dieses Herauszögern.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gamblingaddict1994,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla