MrPunter Casino - Igrački račun je zatvoren sa čekajućim isplatama.

Hello,

I would like to file a complaint regarding my experience with MrPunter and the ongoing issue with my withdrawals and account verification.

I currently have approximately CAD 4,000 that I am unable to withdraw from my account.

The problem started with extremely long withdrawal processing times and a withdrawal limit of CAD 750 per transaction, which forced me to submit several withdrawal requests.

Here is the timeline of events:

• August 24, 2025: First withdrawal request submitted
• September 20, 2025: First withdrawal finally paid after almost one month
• September 20, 2025: Second withdrawal request submitted
• October 7, 2025: Second withdrawal paid after multiple reminders
• October 8, 2025: Third withdrawal request submitted

After that point, my withdrawal was never processed.

A few days later, my account was suddenly placed under investigation, and I lost access to it.

The casino then requested additional verification documents. I fully cooperated and provided all requested documents, including:

• A valid government-issued ID
• A proof of address (recent bank statement)

However:

• I cannot access my account anymore, so I am unable to upload documents through their verification page as requested
• I therefore sent the requested documents directly by email
• Since then, I have not received any response for several weeks

In addition, I have received multiple emails stating that my withdrawal requests were cancelled, without any clear explanation.

The casino also informed me that my winnings were cancelled while my account is still under verification, which I find extremely concerning.

At this point:

• My account access remains blocked
• My withdrawals have been cancelled
• My funds remain withheld
• The casino has stopped responding to my emails

I have attached all relevant evidence, including:

• Email conversations with the casino
• The emails confirming the cancellation of my withdrawals

I am simply asking for:

• Completion of my account verification
• Restoration of access to my account
• The release of my remaining balance

Thank you in advance for your help in resolving this matter.

Kind regards,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrPunter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas