Punt Casino

In November 3, 2023 I deposited $48 without any bonus attached. I won $1,300.

I attempted to make a withdrawal and it was denied because I needed to re verify my identity. I did exactly what was asked of me and resubmitted my withdrawal for $1,200.

My withdrawal was approved on November 9. Since then I have been given the run around and told different stories from multiples cs reps. It still says in my transactions that my withdrawal is approved but there is no sign of my winnings in my wallet. I just keep being told to wait longer.

I have never had this issue with this casino before.

I have contacted Punt support bia email and chat, I received the automated email telling me that it could take 48hours for someone to get back to me, But haven’t heard back from anyone as of yet, The agents that I talk to via chat keep telling me to be patient but this one told me that he suggest that I wait, My withdrawals are just sitting there and have been since 10/17/23 Punt withdrawal rules are 24-72 hours, But for Bitcoin it says instantly, $2500 per transaction up to $10,000 per 168 hours. I’m very frustrated at this point, I’m tired of being told to wait, I have proof of several different conversations with different agents, I have proof of my 2 withdrawal request just sitting there proof of me emailing support and all I received was the automatic response, hopefully when I do receive my payments that Punt take care of the fees as a curtesy for not paying out on time, Also as a member I have to follow the terms and conditions so should Punt, I do know the first time I violate the rules that my payout will be voided and my account will be closed, My withdrawal has been escalated several different times and still there is no change, I have told the agents that I would file a dispute a complaint and still, I’m still at square one, Still waiting for my withdrawal to get approved.

After completing all verification requirements and successfully becoming verified, I submitted a withdrawal request on Sunday July 16, 2023 for the amount of $293 and some change. I believe they were funds in the account after successful playthrough from a bonus(live chat confirmed i had successfully completed the playthrough of the bonus) so the maximum withdrawal amount was $100. A live support chat agent told me the funds should be completed in 5 business days.

On July 21st i attempted emailing [email protected] and after never receiving a response i connected live chat support to ask where the withdrawal was. His response: “Edward Perluti: The time frame you were given was for Coindraw. You requested regular Bitcoin.

The general time frame for withdrawals is 7 business days to be approved and then another 7 to 10 business days to be sent, plus the delivery time, which may vary according to payment service providers limitations.” So after realizing that the time frame totaled 21 total days, I told him I was going to cancel the regular withdrawal request and re-request with Coindraw for the shorter time frame. His response: “Edward Perluti: Don't worry you can leave it there, it will be paid in the next 72 hours, I just sent a request to expedite it.”

About 70 hours later on the 24th, I contacted live support again to see why my withdrawal was still pending. After a short chat with a live support agent she transferred me to A customer support supervisor. His response: “[2023-07-24 12:21:24] [Isaac Pickman] And the withdrawal seems to be delayed. I can definitely try sending in an escalation to make sure they're aware and to process it as soon as possible.” So I explained that this is not right and that the account manager had told me it would be paid in 72 hours and even convinced me not to re-request the withdrawal using the shorter time frame. He told me 72 hours, not as a suggestion or as a time frame but as a “ matter of fact” 72 hours.

After a long conversation with him, and explaining how i had now been lied to twice about receiving my withdraw and that they need to stick to what the account manager had told me, and refusing to give me any contact information for higher management, this is what he told me: “ [2023-07-24 13:01:31] [Isaac Pickman] I already send the request to the respective team and they're going to get back to me as soon as there's more information. I understand the agent mentioned something but I can tell you these things sometimes happen. You should be getting your money soon.” That response basically translates to: “Yeah, I know you got lied to about getting paid, but that's just something that happens here. You should be getting your money soon, but I don't really care when or even if you do." This is the most unprofessional online casino I have ever dealt with and I am appalled at how they treat the people who spend their money there. The withdrawal should have been paid by the end of the 72 hours when promised from the account manager. It should have been In my account Yesterday. But from their attitude they clearly just don't care. They don't care if you get your money at all or if their customers are being treated fairly. Clearly they just don't care.

I am attaching the chats with The account manager and the CS supervisor. I have attempted twice to contact management via provided email address and have received no response.