Complaint #4 MrPunter Casino

Withdrawal unreasonably delayed

By ellezedd

1 year ago

I requested my first withdrawal on May 29, 2025. Since then there hasn’t been any progress made and I have contacted the support team via chat and email with only vague answers given. No real timeline is being followed. I cannot upload support documentation to my account via the website as it says that no verification is necessary. I have tried to contact their KYC team via email with no response. I have genuinely done everything possible on my end to expedite this process. I am told it’s “close” and “soon” but everyday I check and it is still sitting stagnant. I believe the casino is purposefully delaying withdrawals so that customers will cancel them and lose the money back to the casino. I have never dealt with a casino that is so unprofessional. I just want to payout my winnings. I have 3 withdrawals pending for $750 CAD each, which is the maximum allowed at a time for my “VIP level”. I have an additional $1210 CAD that I would also like to payout but cannot initiate until the other requests are fulfilled.

Disputed Casino MrPunter Casino

Reason Delayed payment

Amount $2250

Discussion

AskGamblers

• Support Team

11 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

1 year ago

Dear @ellezedd,

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

1 year ago

Dear Ellezedd,

We are pleased to inform you that your payment has been successfully completed.
Furthermore, we would like to confirm that there are not any other pending withdrawals or active balance in your account.

Kind Regards,
MrPunter Casino Team

MrPunter Casino

• Representative

1 year ago

Dear Ellezedd,

We are really sorry for what you encounter when trying to withdraw.
We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.
Thank you in advance.

Kind Regards,
MrPunter Casino Team

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

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

76h left

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

Delayed over their 3 business days timeframe

Hello I have made a 130$ CAD withdrawal and its still not fixed within the time frame every time I try to contact Mr punter or live chat they always tell me they have forwarded my case to the right département.
If you could provide me answers with why it is happening I love the website but it’s extremely frustrating as a first experience.