Complaint #26 MrPunter Casino

Offered settlement and now not paying

By Marissa H.

1 week ago

This all started when I tried to close my account back in August. Despite my very clear request, the operator did not close my account. I filed a formal complaint, and despite them offering me a settlement (and saying they would pay immediately once I provided my banking details, I have received nothing but silence and platitudes since. I would like them to follow through on what they said they would provide in the manner in which they promised.

Disputed Casino MrPunter Casino

Reason Delayed payment

Amount $15700

Discussion

AskGamblers

• Support Team

1 week ago

Dear MrPunter Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

MrPunter Casino Complaint Stats

Resolved 13 / 14

Avg. Amount $3,630

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

MrPunter Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 14 days, while the average duration across all operators is 8 days.

MrPunter Casino Complaints

See all complaints for this casino

Delay of verification and withdrawal

Hi, I've been trying to verify my account here for a very long time, since July. I'm sending the last documents they're asking me via email but they're not even responding. I've sent across the last 2 weeks around 20 emails and not a single one has been responded. I think this casino is a scam.. the amount of the account is 150 euros

Resolved

€150

Withdrawal Delayed over 10 days

The casino is stalling my payout while simultaneously blocking me from verifying my identity. My account profile explicitly states: "looks like your account does not need verification, enjoy the games." I am fully willing and ready to provide my KYC identity documents immediately, but the casino's system will not allow me to upload them, leaving my funds trapped in an indefinite pending status without cause.I have attached four sequential screenshots to prove this systemic delay:My main profile menu showing my username/email and active session.The verification screen showing that KYC is blocked.The current cashier screen showing the exact pending withdrawal amount from Friday.History showing the previous withdrawal attempt that I had to cancel after 10 days of inaction.I request that the mediation team intervene to compel Mr Punter Casino to release my funds immediately.Registered Email: [email protected]
Current Withdrawal Date: Friday, August 28, 2026
Withdrawal Amount: $457
Payment Method: e-transfer

Resolved

$457

Unreasonable delay of withdrawals

Dear Sir/Madam,

My name is Martin Kovač, and I am contacting you regarding a serious issue with a delayed withdrawal from Mr Punter Casino.

I won approximately €10,000 at the casino and subsequently requested to withdraw my winnings. I was informed that I could withdraw a maximum of €800 per day.

It has now been approximately 14 days since I requested the withdrawal. During this entire period, I have received only one payment of €800. Therefore, approximately €9,200 of my winnings are still outstanding.

I have contacted the casino’s customer support several times during this period to ask why my withdrawals are taking so long and when I can expect to receive the remaining money. Unfortunately, each time I have received essentially the same response — that I simply need to wait a little longer.

I have not been given a clear explanation for the delay or a specific timeframe for when the remaining withdrawals will be processed.

I have now been waiting for approximately two weeks, despite having already completed the necessary withdrawal request, and I believe this delay is unreasonable.

I would therefore like to ask for your assistance in investigating this matter and helping me resolve it with the casino.

I would like the remaining €9,200 to be paid out as soon as possible. I have already waited approximately 14 days and would appreciate it if this matter could be resolved without any further unnecessary delays.

I can provide screenshots of my conversations with the casino, withdrawal requests, payment history, and any other relevant documentation required to investigate the case.

Thank you for your assistance. I look forward to your response and, most importantly, to receiving the remaining funds as soon as possible.

Kind regards,

< full name removed >

Resolved

€9,200

200000 HUF withdrawal delayed since 25 August 2026

On 25 August 2026, I requested a withdrawal of **200,000 HUF** from my verified MrPunter account.

My total winnings exceed **1,200,000 HUF**, but the casino only allows withdrawals in smaller amounts. Customer support informed me that withdrawals are processed within **3 business days**. That deadline has passed, and my withdrawal is still pending.

I have contacted customer support repeatedly. Every time, I am told that the Customer Service department has no access to withdrawal information because it is handled by another department. They also state that they are not allowed to provide any information, payment date, or transaction status. As a result, I receive no meaningful update and no transparency regarding my money.

I request the immediate processing and payment of my 200,000 HUF withdrawal. I will attach screenshots of the withdrawal request, the pending status, and my conversations with customer support as evidence.

Note: I communicated with MrPunter in English throughout this case. However, for an unknown reason, the chat screenshots were automatically translated into Hungarian. Therefore, the attached screenshots contain Hungarian replies instead of the original English text.

Resolved

Ft1,200,000

Encouragement to gamble after account closure

Dear AskGamblers,
I am asking for your assistance in resolving a complaint against MrPunter. I have attempted to resolve this matter directly with the casino, but despite repeated follow-up emails they have now stopped responding.
My complaint relates to the way MrPunter handled my account after I disclosed gambling-related harm and repeatedly requested account closure and self-exclusion.
Timeline
22 August 2025 I informed MrPunter in writing:
"I have gambling addiction so that's why I'd like to self exclude."
MrPunter acknowledged my request.
24 October 2025 I again contacted MrPunter explaining that I was spending too much money and that it was impacting me.
Later that day MrPunter confirmed:
"Your account has now been successfully closed as per your request."
I believed my account had been closed.
16 November 2025 Despite my previous closure, I received a VIP email encouraging me to return to gambling, offering:
€100 cash bonus
5% cashback
60% deposit bonus
The email invited me to reactivate my account.
18 November 2025 After receiving the promotional email, I contacted MrPunter again regarding closure.
Instead of confirming that my previous closure remained in place, I received another email stating that my account closure request was now being reviewed.
This left me confused because my account had already been confirmed as closed in October.
27 January 2026 I again emailed MrPunter stating:
"I'd like to close my account please as my gambling has become problematic."
29 January 2026 I requested that my account be closed indefinitely because the withdrawal process encouraged me to reverse withdrawals and continue gambling.
23 March 2026 I again requested:
Immediate account closure.
Permanent self-exclusion.
That I should never be permitted to open another account.
Removal from all marketing communications.
24 March 2026 Rather than immediately enforcing my request for permanent self-exclusion, my VIP manager replied by attempting to retain me as a customer.
I was offered:
faster withdrawals,
direct VIP assistance,
and an €80 bonus if I continued playing.
I believe this was inappropriate given my repeated requests for closure and self-exclusion.
Current Position
I have since submitted a formal complaint together with a Subject Access Request.
Despite numerous follow-up emails, MrPunter are no longer responding.
Resolution Requested
I respectfully ask AskGamblers to investigate:
Why my account could be reactivated after closure.
Why I continued receiving VIP promotions after requesting closure.
Why my repeated requests for self-exclusion were not permanently enforced.
Whether MrPunter complied with its responsible gambling obligations.
Whether appropriate redress should be considered for gambling that occurred after these failures.
I have attached all supporting emails and screenshots in chronological order.
Thank you for your assistance.
Kind regards,
Name with askgamblers

Resolved

Delayed payment since January

Mr. Punter suspended my account without reason and has been delaying payment.

On December 6th, I noticed a message when trying to log into my account indicating that the account was under review. I spoke to support via chat, and they asked for a screenshot of the error, which I sent.

December 18th: I received an email informing me that my access was restricted by administrative decision, with no option to reopen it. They also informed me that they had passed all the information to the relevant department to process the withdrawal of the money.

January 6th: After not receiving any further information and after I sent an email asking when they would pay, I received a reply indicating that they were processing everything, but while that was happening I could provide my bank details (IBAN, BIC, bank name) so they could proceed with the payment. I sent all the information and also proof that the bank account was mine.

To this day, I have not received any further updates nor has the money been paid to me.

I need your help askgamblers!

Resolved

€1,329

Withdrawal Delaying

Dear AskGamblers team,

I need your help. On 02/02/2026 I have requested a withdrawal of 473€. I know they are saying it takes up to 3 business days, and today the 4th business day is already running. My withdrawal is still “processing” and every time I reach out for any clarification/timeline I get a generic answer, which is copy/paste from their T&Cs saying “it takes 3 business days, sometimes longer…there is a small delay, don’t worry”. I need my winnings and if I can comply will all the rule I don’t understand how can they get away with not following theirs. If you need me I can send you some screenshots. But please help.

Thanks

Resolved

€473

Withdrawal delay and Verification completed but withdrawals not processed

Dear AskGamblers Complaints Team,

I would like to submit a formal complaint against MrPunter Casino regarding unresolved withdrawal requests and excessive delays despite full account verification. Timeline & Details

On 01.12.2025, I made a deposit at MrPunter Casino.

I subsequently won a total amount of €9,147.70.

On 02.12.2025, I requested two withdrawals of €500 each.

Shortly after, the casino requested verification documents.

Verification Provided

I fully complied with all verification requests and submitted the following documents:

Copy/photo of my passport

Proof of address

Proof of liveness (selfie/video as requested)

Proof of e-wallet ownership

All documents were submitted correctly and within a reasonable timeframe.

Current Issue

Despite completing all verification requirements, my withdrawals have not been processed, and no clear resolution has been provided.

For almost two months, I have:

Contacted customer support repeatedly via live chat

Sent multiple follow-up emails

However, I only receive the same generic response:

“Our relevant team is checking your verification documents.”

No concrete reason for the delay, no timeframe, and no progress updates have been given.

Evidence Available

I have screenshots of all conversations with MrPunter Casino via:

Live chat

Email correspondence

I am fully prepared to provide these screenshots and any additional information required to support my complaint.

Requested Resolution

I respectfully request AskGamblers’ assistance to:

Ensure MrPunter Casino completes the verification review without further delay, and

Process my pending withdrawals immediately, or provide a clear and justified explanation if there is a legitimate issue.

Thank you for your time and assistance. I look forward to your support in resolving this matter.

Kind regards,

< full name removed >

Resolved

€9,148

Still verification ongoing and withholding my funds

MrPunter Casino holding my funds since 16.11.2025 for no apparent reason

So the case is with MrPunter casino, where I was playing slots with their welcome bonus. Happened to win 6,700e eventually after wagering the bonus. Then obviously I wanted to enjoy my winnings and made a withdrawal(500e x 3, because Mrpunter only allows withdrawals of 500e per day). The date was 16.11.2025.

Then days go by and I see that my account needs to be verified on the site. I download all the documents with correct information and facts they want. Then weeks go by and, without receiving any information from MrPunters behalf, I see they need my selfie(w/ID and casino site in the same picture) again. Chat tells me my first selfie has been declined and they need an other one, so I take it and download it, with all needed information in the selfie.

Then again weeks go by I hear nothing from them, and go again to the live chat to ask what´s going on. I get told that my selfie has been declined again, and that I´d need to download another one. But in my verification section, they require nothing from me, and my selfie-document is still "under review". So I send an email to support@MrPunter asking there what´s up, what do I need to do to get my withdrawals home. I get an answer:

" Kindly note that the requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification", in your account.

Once you enter the verification tab you should be able to see the status "Verification Required" as well as the documents that are needed and proceed with uploading them from there. "

-Yet the case is I can´t upload anything on the Verification section.

It´s now been 8 weeks since I made my first withdrawal attempt, and got nothing reasonable reason for this from the casino. (In the mean time all my (3 x 500e) holding withdrawals were declined, customer service telling me it was due to change of payment provider. And now I´m not able to request withdrawals on the site, due to "operator denying me that option.

I hope I could get some sense to the case with this complaint, and of course my winnings home because as you know this gambling is usually losing, and then when you happen to win a bit bigger this happens...

Eager to get things forward

Resolved

€6,700

Delayed withdrawal of 47 Euro

Hello i requested on 21.10. a withdraw of 47 Euro and is still pending. After the rules of Mr. Punter it should need 3 banking days. I wait today the 7 banking day for this little amount. I spoke 2 times to the live chat support which told me to write to the financial department and priorize my withdraw but nothing happened.

Resolved

€47