Complaint #13 MrPunter Casino

Still verification ongoing and withholding my funds

By slotomayn

4 months ago

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

Disputed Casino MrPunter Casino

Reason Delayed payment

Amount €6700

Discussion

AskGamblers

• Support Team

4 months ago

Dear @slotomayn,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

MrPunter Casino

• Representative

4 months ago

Dear @slotomayn,

We are pleased to inform you that your withdrawal requests have been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,
MrPunter Team.

slotomayn

4 months ago

Hey all,

This week I was finally able to make withdrawal request of 500euros (times 3, and can´t make any more) but even the first request hasn´t yet been accepted. Still waiting for the first coin to drop in my account.

Br
Slotomayn

AskGamblers

• Support Team

4 months ago

Dear @slotomayn,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

MrPunter Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $3,113

Avg. Complaint Duration 17 days

Avg. Response Time 2 days

MrPunter Casino Complaints

See all complaints for this casino

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