MrPunter Casino - Player requests account closure but has faced issues with withdrawals.

I have had withdrawals from Mr Punter many times now even after they have continued to ignore me asking 3 times to close my account even after I replied to their emails that asked me if I was sure if I wanted to close the account and which I replied that I did want it to close it was still open to play. I've actually won since I asked for the account to be closed but do have proof of how much I put in and how much I got back from them since I asked for it to be closed. But overall I'm still down from how much I lost before I ever asked for it to be closed as that is the reason why I asked for it to be closed in March in the first place and then ever since been up and down again but working it out from the amount of withdrawals I've had from what I've put in since I made my request to self exclude on 4th March I've been up since then overall but overall still so much lost for what I keep putting back in again and again and from what I'd put in before 4th March. But there is 3 transactions recently where I requested £500 each time and 3 of them all sent much less than that. The first one was £15.92 short the second was £14.50 short and the third which I received today was £17.69 short of the requested £500 which makes over the 3 transactions £48.11 which as it's almost £50 adds up to a lot. I asked support the first time this happened and they said it would be my bank that took it but that never happened on many other transactions to the same withdrawal method they then asked me to put it into email so I sent them an email and they have not replied to it since I sent it over a week ago and I've since had 2 other transactions which were a lot less than the £500 requested. I have requested £500 out most of the times I've withdrawn as that was the highest I could request at the time and most other times I always received pretty much the correct amount until these 3 that have been short by a lot. I did have another £500 I could have had on the way but I cancelled it and played with it tonight. So as I've got no more pending transactions I'm going to again request they close my account down. I first asked on 4th March 2025 if they would close my account and it's still open now.

Dear xlovehearts41,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Regarding the withdrawal fees you incurred, can you confirm that these charges were only applied by this casino on those three specific occasions? Have your other withdrawals from this casino been received in full?

Thank you very much in advance.

Best regards,

Katarina

Hello thanks for your reply. I asked to be self excluded and for it to be permanently closed so I could never go on it again the first time I asked was in March and it never closed not even for a short time it just stayed open.

Yes these 3 were short but many other times I've received the full amount of the £500 requested and have proof of these funds I can send. Sometimes it was short by £1 or £2 which I took as being an exchange from euros but other times I received the full £500 or just a few penny's short these were the first ones were they were short by around £15 or more.

These are some examples of when I was paid £500 or a lot closer to the £500 which I'd requested and when it was sent in euros it was usually around €590 sent to cover this amount but the ones I received where there is around £15 missing the amount in euros was sent as around €566 euros.

I also have some funds I got sent where I received £800 which is what I requested and it wasn't short as I used to be able to withdraw £800 at the time when I was a VIP3 customer but then I went back down to only being able to request £500 every 24 hours. So as this has been sent before as the right amount many times I don't see how 3 transactions can suddenly be missing £15 or more each time.

Dear xlovehearts41,

thank you for your messages.

Regarding your attempt to self exclude, I have read through your emails. Have you offered a reason why you wish to self exclude when casino representative have asked for it, please?

Is self-exclusion being requested due to dissatisfaction with this specific casino, or because of concerns about problem gaming and experiencing distress when not gambling?

Have you questioned the casino about the unusually high fees in those 3 instances, please?

Looking forward to your reply,

Katarina

Hi yes I told them when they asked why I wanted to self exclude because I had problems controlling my gambling in reply to them when they asked and the account was still open. I have asked again since I reported it on here and have replied to their emails regarding it and I received an email response saying they are looking into it. I have just checked again and still able to log into my account today even after many times of asking but I have no deposited any more now

I have contacted them more times by email to request that they self exclude and close the account permanently and it is still open today as I checked it was by logging in but resisted doing anything but saw they had even offered me a casino bonus so not only do they not do what they should they even try and offer me deals to come back. A few other sites I used lately closed and self excluded me straight away within half an hour or less when asked and this one has done everything it can to ignore and keep it open

Hi I have kept asking for self exclusion and for it to be permanent and account closed forever but it has remained open and unfortunately today I put in another £480. I know that it is at the end of the day something I need to and control and get help for but if that site had shut down like I'd asked then I'd never have been able to put more money in. I have asked again by chat and email for my account to be closed and self excluded and if they could look into it with urgency and live chat again told me to send an email about it even though they have never done anything about it in many other times I've asked. I also asked about a refund as I should never have been able to get on there site but I don't know if I will but thought no harm in trying everything I can.

As I have said to them any other site I've ever asked on and they are the only one I've still be able to access is that when I've asked on any other site until this one they have always closed my account permanently within half an hour. I've never had such trouble as this.

I have taken screenshots of what I have deposited and my emails and chat to support so I can post them here or by email to you if you need to look into them.

Any help with this I would be really grateful.

Thanks

Frances

Thank you very much, xlovehearts41, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello xlovehearts41, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MrPunter Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej thank you for you help in looking into this.

I'd just like to say that from an email I received 2 hours ago from MrPunter but just seen now when checking my emails is that they have finally closed my account and I made sure to check it was definitely closed this time and it wouldn't let me log in to the site anymore so that is a great relief.

Whether there will be any help on getting any money back since when I asked I don't know but since I played a lot more yesterday when I put in the £480 I just feel at a loss of what to do but I'm just glad that its now closed so at least I can no longer access it. I did ask for them to look into all the funds I had deposited since I asked for self exclusion but I know as I've also had some successful withdrawals processed that I managed to wait for when pending but with some of them also being short on the amount that was meant to be sent meaning I didn't always get given the correct amount requested anyway.

Dear xlovehearts4,

We are sorry for the bad experience you are facing.

Kindly be advised that your account is closed as per your request.

Also, about the refund you're requesting, we have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

MrPunter Casino Team

Dear xlovehearts4,

Firstly, we apologize about the delay of your gaming account closure. We sincerely apologize for the inconvenience caused.

Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Kindly be advised that since you mentioned gambling addiction closure on the 07/07/2025 – we can refund the amount deposited since then: 480 GBP. 

Please be advised that the first time the responsible gambling issues were expressed on the 7th of July. Again, we apologize for the delay in closure, and we're willing to refund you the 480 GBP.

Thank you for understanding and have a great day,

Best Regards,

MrPunter Casino Team

Hi Mr Punter

thank you so much for your response to this and confirmation that I will be able to get a refund. I was just wanting to check also about previous times when I had withdrawals from you and didn't receive the correct amounts of £500 requested. One time I received £15.92 less than the £500, another time it was £14.50 short of £500, and another time £17.69. Meaning that overall on those 3 withdrawals I was short by £48.11 which all adds up to a lot less than what I requested to withdraw. Other times I was sometimes short by £1 or £2 which I took as being cause of conversions from euros to pounds not being exact but over £14 on 3 different withdrawals adds up to almost another £50 out from what I requested. So if I could also have this looked into I'd be grateful for any help.

Thank you for your response to the other amounts I had deposited and I look forward to hopefully receiving the money soon.

I also just wanted to check that only the latest card I deposited with on the 7th July would be used for my refund as I had to close my previous card as someone had been trying to use my card so my bank put a block on it and now been cancelled and the latest card I used on the 7th July is now the card I use as that was the replacement card sent to me from the bank. So the card I had all my other withdrawals to in the past no longer works to receive anything. Or I don't know if you will be in touch with another way for you to be able to process my refund. So hopefully if I receive an email from you about this I will be able to make sure that the card you have will be the right one for me to receive it.

I would like to thank MrPunter Casino Team for looking into this issue for us. Once the investigation is complete and handed over to the payment processing department, could you please let us know about the reported withdrawals being incomplete and whether those will be added to the refund? Thank you.

Dear all,

We understand how important it is to have full transparency on transaction fees. However, fees applied by intermediary or correspondent banks are not always predefined, as they depend on the banks involved in the transfer process. These charges are determined by the banks themselves, and we do not have direct control over them. We always recommend checking with your receiving bank for potential deductions.

Also kindly be advised to check out Terms and Conditions from our site:

6.23 - You assume full responsibility for paying all taxes, collections and other expenditures associated with any win from using the Website services. You agree to compensate the Company for all expenses or losses that the Company may incur as a result of any liability or requirement presented to us by a government body due to requirements to withhold or pay taxes or similar requirements in connection to your withdrawal request or income.

Also, kindly be advised that we do not charge any commissions from our side.

We will make sure that we will add under the withdrawal method that additional fees can be charged by third-party institutions.

About the 480 GBP refund, once you conform after this email for the refund, we will email you to provide your bank details and once the relevant finance department check your details we will conform if we can refund to the card you provide to us, or you need to provide another details.

Thank you for understanding and have a great day,

Best Regards,

MrPunter Casino Team

Hi thank you for your response I'd just like to understand why my bank never charged anything on any other withdrawals I had as it was always to the same bank and card and other times when I received £500 it was listed as being around €590 to make up the exchange rate to 500 GBP but on my ones where I was short by around £15 the amount in euros was less as it said I was sent around €569 which meant I received a lot less. Also I sometimes received my withdrawals in GBP which had no euros exchange on it as it was sent to me in pounds so I received the full correct money. But when it was sent to me in euros I was usually sent more to make sure it was £500 by the exchange rate but these 3 times it was short I was sent a lot less in euros than usually which made it less in pounds too.

I have examples here of times when I received almost the full amount of £500 and the amount in euros listed is around €590 but then in times when I received around £15 under it was around €560 something in euros on the times when it was short. Also I have had times when I received the full amount in GBP sterling so was sent the correct amount without and exchange rate. My bank doesn't charge me for using foreign currency so would be given at the exchange rate listed on the transactions as received in many others where I was usually sent around €590 euros not €566

I have also just contacted my bank to ask them if they could check if they put fees on these transactions but not any of the others so I'll let you know if they can tell me anything. If they did charge something than fair enough but just strange that on so many others they never charged so much that only £1 or 2 was short at other times not almost £15 or more.

Hi I have a reply from my bank who have looked into the transaction on their end and say they didn't charge any fees on their end so if the amount is short then it wasn't because they charged anything. So if I think that I wasn't sent enough then to check with who sent me the transactions

Hi I just wanted to check if you could let me know how long it will be till I receive an update on getting the £480 refund. If it will be some time in the next week as I know it is now the weekend but I am yet to hear by email about the refund.

Dear xlovehearts41,

Again, we’re sorry for any inconvenience you may be experiencing.

After carefully reviewing your account with the relevant department, we can confirm that all requested withdrawals have been processed correctly from our side.

Please note that we do not charge any deposit fees on our end. This also applies to withdrawals.

Also, kindly be advised to check out Terms and Conditions from our site:

6.23 - You assume full responsibility for paying all taxes, collections and other expenditures associated with any win from using the Website services. You agree to compensate the Company for all expenses or losses that the Company may incur as a result of any liability or requirement presented to us by a government body due to requirements to withhold or pay taxes or similar requirements in connection to your withdrawal request or income.

For full details on deposits and withdrawals, we encourage you to review our Terms and Conditions, specifically Section 6: Account Balance, Depositing, and Withdrawing Funds.

Regarding the refund of £480, we have emailed your personal email requesting the necessary information.

Kindly provide us with the requested details at your earliest convenience so that we can proceed with the refund as quickly as possible.

Best Regards,

MrPunter Casino Team

Hi MrPunter

thank you for your reply I have responded to the email about the refund and hopefully will receive it soon thank you for your help in resolving this matter.

I will let you know when I have received my refund.

Thank you

I would like to thank you both for working together towards amicable resolution. :)

Dear xlovehearts41, please let us know once you receive the refund and if that means the complaint is being resolved to your satisfaction.

I have received my refund today. I accept that it has 1% fees on as it was sent by IBAN transfer as I was asked for these details by the team. These fees I understand but I still do get how those other 3 were so short by around £15 or more each time when they were a MasterCard transaction but others went through without so much missing. But I am happy to receive this back and feel a lot better in my financial situation now.

I have another dispute open with another casino Basswin that I don't hold out much hope for but my bank has refunded me one of the transaction from that matter and are looking into others still. So maybe I will be able to get help with that issue too.

Dear xlovehearts41,

I am very happy to hear that your issue has been resolved, and would like to thank MrPunter Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system and hopefully your bank will be able to provide further details regarding the fees and discrepancies with the other transactions as well. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose. It is also recommended to have a family member, or a trusted friend, to set up the password for you, to ensure maximum protection against further gambling.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru