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Withdrawal is witheld with no reason. I am always told it will be paid today,but nothing happens. No reaction email or phone from the casino

Dear Ulrike,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino and how many days ago have you requested it?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela

Thank you very much for your help. I have done a withdrawal twice before. It was a hassle,because it took ages the first time(several weeks),but was quite quick the second time(1 week).This time,I am daily told,that they are waiting for confirmation from the remittance company and that is would for sure be paid that same day. I made the withdrawal request on 1 June and it was authorized the next day. We are in Covid 19 lockdown again,and every person in the region needs the money. They are not answering my emails and phone calls. The chat still answers,but always with the above respose.They have a 72 working hour policy for withdrawals and I fail to understand this delay for no reason. There were not even public holidays in-between. I really hope you can help.

Regards

Ulrike

Thank you very much Ulrike for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hello Ulrike,

I looked at your complaint and will do my best to help you. I would like to invite Punt Casino into this conversation. Could you tell us the status of pending withdrawal?

Hi Viliam

They are telling me every day,that they are waiting for confirmation from the remittance company.

Best regards

Ulrike

Greetings Petronela, Viliam, Ulrike,

I had the situation reviewed and the funds in question have definitely been issued for payment some time ago. Unfortunately the transfer to your Namibian bank is taking a bit longer than we would all like.

As with your previous withdrawals the transfer to your home country may be a bit slow but it is reliable and should be with you shortly. We appreciate your patience.

Let us know when it comes in!

Best,

Nick and Punt

Dear Ulrike,

Did you received your winnings or you’re still waiting?

Hi Viliam

I did receive my winnings. Thank you very much for your effort.

Best regards

Ulrike

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.