Negativa a cierre de cuenta

Presento esta queja formal contra MrPunter Casino en relación con una solicitud de retiro de 51 EUR vía USDT (BEP20) realizada el 11 de marzo de 2026.

Al día de hoy, 23 de marzo, han pasado doce días y los fondos permanecen en estado "Bajo revisión". He decidido escalar este asunto al Servicio de Quejas de Casino de AskGamblers (SQCAG) porque he agotado todos los canales de comunicación directa con el operador sin recibir una solución técnica o legal.

Violación de los Términos y Condiciones:

Cito específicamente el incumplimiento de la Sección 6.15 de los propios Términos y Condiciones del casino, que establece: "Las solicitudes de retiro son procesadas por el departamento financiero dentro de los 3 (tres) días hábiles posteriores a la realización de la solicitud". El operador ha excedido este plazo contractual por más del doble, sin proporcionar ninguna prueba de una infracción por mi parte que justifique tal retraso.

Hechos y Evidencias:

Verificación Completa: Mi cuenta está 100% verificada. Tengo confirmación por escrito de los agentes de soporte (Tiffany y Gush) indicando que no se requiere documentación adicional.

Método de Pago: El retiro se solicitó a través de USDT (BEP20). Como usuario familiarizado con las transacciones de blockchain, sé que estas se procesan de forma casi instantánea una vez aprobadas. La excusa de "alto volumen" o "controles de seguridad rutinarios" para una cantidad pequeña de 51 EUR durante 12 días es, en mi opinión, injustificada.

Último Contacto: Mi último intento de resolver esto fue hoy, 23 de marzo, a través del chat en vivo. El agente proporcionó la misma respuesta genérica que en días anteriores ("se ha priorizado"), sin proporcionar un ID de transacción (TXID) ni una fecha específica de finalización.

Cumplimiento de las Reglas: He seguido las directrices del SQCAG al no jugar con el saldo pendiente y mantener todos los registros de nuestras comunicaciones.

Solicitud:

Pido amablemente a MrPunter Casino que cumpla con sus propios Términos y Condiciones y procese mi retiro de inmediato, proporcionando el TXID correspondiente como prueba de pago.

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

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 >

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