MrPunter Casino - Spillerens tilbagetrækning er forsinket på grund af kontobekræftelse.

I have requested a withdrawal with mrpunter on 10/12, after waiting over a month the company refuses to verify my account and process the withdrawal and the remaining balance in the account.

Every time I contact MrPunter I get told 'you will receive an e-mail confirmation of verification, then your withdrawal will be processed.' MrPunter has asked for several forms of ID which I have provided, a selfie, an e-wallet with transactions to their account - which I have provided the time and date of the initial deposits and the payment method.

They have stopped responding to e-mails, and the live chat is simply hopeless.

The company is simply refusing to pay the balance in the account and is using any method possible to not respond to do so.. this has been ongoing for a month and I have provided every method possible they have asked to verify my account and process the withdrawal.

Dear Redarrow96,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please clarify if all your documents have been rejected?
• Did the casino specify what was wrong or give you any instructions on how to verify your account successfully?

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

Best regards,

Kristina

Thanks, all of the documents I have sent in have currently been approved - this started with a 'selfie' with casino then proof of address, the proof of address although I provided clear documents over time kept getting rejected without any explanation.. to which the company would not respond for 24 hours each time and then not on a weekend hence why the process has took so long - all they kept replying with was the same message which I kept providing the documents and it was being rejected.

In the mean time, the casino keeps funding my account with bonuses, to which I am not accepting as I feel they are delaying the verification to try and make me play the account and lose the balance as a delay tactic.

The casino has finally approved my proof of address now after a month and is now asking for KYC for deposit proof to match the time scales... again I have provided and not been acknowledged by the site and they have credited my account with another bonus. I have discussed on the live chat and keep receiving the same generic response of 'our financial team is very busy at the moment' and that no one can actually help me with this matter.

I have provided all relevant documentation for the KYC process, sent e-mails and live-chat transcripts of trying to solve where the company has now stopped responding. Thanks for your help.

Thank you very much for your reply, Redarrow96. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Redarrow96,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.