MrPunter Casino - Player’s account closure request is being ignored.

Hello. I asked this casino on the 22januari to close my account. They dont react I asked again at 6 februari because i have a gambling problem. I also put that in the mail and told the chat. Still no reaction, om 21 februari i also asked to close it. I lost 3612 euro from 22 januari till today. I know a casino must close the account when someone say they have a gambling problem but they dont do it. I feel so stupid and i have money problems now. I feel used and they dont care About the players. I hope that you Can help me

Dear Sherry81,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected]. Do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hello i Just send you an email 🙂

And Yes i still have access to my account and i Can deposit and play. They dont close It.

Did you got my e-mail? 😊

Thank you for your reply, Sherry81. Can you please forward me all messages in which you informed the casino about your gambling problem via email as attachments (not screenshots)?

I send emails, is it oke what I send? And do you think they wil pay me my money back? They are wrong with not closing it right?

I hope the emails where good is send you, my account is still open and I was so stupid to deposit Again, I just really need the money back I lost but no I only lose more. I hope you can get in touch with them

Thank you very much, Sherry81, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 Sherry81,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MrPunter Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Oké thanks and how long do you think this Al takes? Before we know what the casino is gonna do whit this?

It is impossible to say how long the process takes. Let's give the casino sufficient time to provide us with an answer here in the thread.

Hello I wanted to let you know that my account is under review now. I just tried to log in to see if that was still possible but from today I get a message that say youre account is under review

Dear Sherry81,

Thank you for your patience.

We're deeply sorry for the inconvenience caused.

Rest assured, we're taking immediate action and your request is being checked with priority we would get back to you as soon as we have any news from relevant department.

Best Regards

MrPunter Team

Oke I really hope we can fix this. Thanks for the reaction.

Dear MrPunter Team,

Thank you for the update. We will be waiting to hear from you.

 (MrPunter) 

26 Feb 2025, 19:13 EET 

Hello Sharon, this is Juan, your VIP Account Manager.

 

I’m truly sorry to hear about the challenges you’ve been facing but I thank for let me know, your well-being is my top priority. I completely understand your decision to close your account, and I’m here to assist you in this process.

I will proceed with closing your account, although before I do just wanted to let you know that any active balance, pending withdrawal, or pending wagers will be voided upon closure.

Additionally, I encourage you to visit the following resources as they could be a great help on moving forward and overcoming gambling-related challenges:

GamCare

Gambling Therapy

If there’s anything else I can assist you with, don’t hesitate to reach out.

 

Regards,

Juan

VIP Account Manager

MrPunter.com

this email I got, but nothing about the lost money because they didn’t close my account on time when is asks

my account is still under review, hope the casino react on time

I just read the reactions on trustpilot and they are doing the same to other people using the site. Don’t close the accounts and ignore the emails players send. I hope they stop doing that and be a little more responsible for players. Really I never had this before by any casino. Now they also don’t react here. I really don’t understand why they are not like other casinos and treating the players right so they have a good review. I think they don’t care and want to make fast money and the players don’t care for them just take advantage of people who are weak for gambling.

Dear all,

Thank you for your patience.

Kindly be informed that customer had been contacted on email and we would kindly ask her to reply to us.

Best Regards

Mr Punter Team

I answer the mail as you can see, the casino don’t react on it!

as you can see I did react! I don’t know why it has to take so long to pay me back my money. Its not a hard case. I wanted close my account because gambling problems, casino didn’t react, yeah weeks later and I want my money back from the time I send that first email asking to close my account. Its not that hard to check right?

Sorry the last 2 message you can delete. I just see a new email from them and they are willing to pay me back

Dear Sherry81,

I am glad to hear this news. Please update me on the status of the refund.

Yes I will 🙂

Dear all

Kindly be informed that we are still waiting for the customer to reply to our email.

Best Regards

Mr Punter Team

I send the email on Friday to you. I had to sign a agreemant

the first reaction on the mail was not the good document but i send it a couple of minutes later the right one

Did you find the mail @ mrpunter ?

This is what I i send as document. Its correct right or did I do something wrong?

Dear MrPunter Casino,

Can you confirm for us if you found the requested email from the player?

Dear all

We would kindly ask the customer not to post the document, please be informed that on our end we have not received any email from the customer.

Additionally, can the customer use the email that she had registered her gaming account with because if she is contacting us from another one we cannot locate it.

We have sent a reminder email and we kindly ask the customer to reply to this email and send us the signed document in there.

Best Regards

MrPunter Team

I send it yesterday for the second time. I only use one e-mailadres so I did not send it with any other emailadres

here is prove I send it 14 march with my own e-mailadres and yesterday i send it again.

I send it again as you can see

Did you already find my email? @mrpunter

Can anybody please react on my messages?

Dear Sherry81,

Is the email address from the screenshots the same one that you used to register at the casino?

Yes it is. I always use this email adres

@mrpunter Can you please let me know if you find my emails?

@mrpunter can you please let me know if my email is found that is send a couple times

Dear MrPunter Casino,

Can you update us regarding the player's email? Did you receive it?

Dear all

Kindly be informed that we have not received any further emails from the customer and she is not replying to our messages, we would kindly ask her to reply to our latest email.

Best Regards

MrPunter Team

Wauw I think I send it by 6 or 7 times, very strange that now the emails are not received by the casino. This morning I send it 2 times again one time I reply on the mail the casino send and I send it again normal here is the prove of it

I need the money really badly so I don’t understand what the problem is now

I don’t know what to do anymore I really send it so many times now

Dear all

Please note that we have yet to receive anything, therefore we kindly ask the player to send the document from from another mailbox and inform us of the new email address to locate it alongside of a photo of her ID or alternatively to contact live agents chat and send it from there.

Best Regards

MrPunter Team

I get this email so now it has to be good I guess

Dear MrPunter Casino,

Please let us know if the email arrived successfully.

This is an email I get this morning. I don’t know what do to anymore

I contact the chat from the casino and they found the email and she say that they are gonna check the documents I send.

I wanted to let y’all know I received the money today on my bank. I want to thank everybody for the help.

Great to hear!

Once again we apologise for any inconvenience caused.

Regards,

MrPunter Team

Dear Sherry81,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru