I've been waiting for my money for 15 days. I have a pending withdrawal of €300 since 04/09/25 and nothing has changed. The support team responds like robots and doesn't give you any real solutions. It's always the same: there are delays and you have to wait.

I still haven't received any news or the money.

Dear Carlosroblan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

No

No, me han solicitado nada

Sin bono

Please forward me the communication between you and the casino customer support regarding the delay in the processing of your payment at [email protected], or post screenshots here. I appreciate your patience and cooperation.

Here's a screenshot of the pending withdrawal... I'll forward the conversations to your email.

thank you.

Thank you very much, Carlosroblan, for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Carlosroblan,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MrPunter Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MrPunter Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Carlosroblan,

Please give me some time to try and contact the casino outside this thread now.

Thank you in advance.

Respectfully,

Romi

Dear Carlosroblan,

We would kindly request to upload the required documents as soon as possible in order to complete your account verification and proceed with the payment.

Thank you in advance.

Kind Regards,

MrPunter Casino Team

Greetings, all.

Thank you, MrPunter Casino, for the update.

Dear Carlosroblan,

Could you do as the casino representative requested and inform us about any updates, please?

Thank you.

Regards,

Romi

Dear Carlosroblan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
www.kpvfaw.com