MrPunter Casino - Player's account closure request is ignored.

Hi, I made a request to Mr punter to have my account closed down on 22nd May as I told them I have a severe gambling problem. They replied saying the email cannot be found on the system! It is the email I have used the whole time I have had the account. I then asked again on 27th May and received the same reply. I have unfortunately gambled with them again and lost in the region of £1200 despite me asking twice to have my account shut down with immediate effect.

Dear bstevens,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation, could you please provide us with the following details:

• Are you able to log into your casino account? If so, kindly send me a screenshot from your profile showing your registered address.
• Do you have any emails from the casino that would prove that you really created an account with the email address you used for communication with customer support? If so, please forward them to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi, yes I will send over what you requested to the email you provided now. Thank you

Hi,

I have emailed you but unfortunately mr punter have now placed my account under review and I am unable to log in! I asked them to shut the account on 22nd May! Thank you

Could you please forward me the account closure request and the subsequent communication with the casino in the original format, not just as screenshots? Thank you in advance.

Yes no worries, have just sent them over

Have forwarded on 2 emails containing the information requested.

thank you

Thank you very much, bstevens, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) 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.

Hello bstevens,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you a couple of questions:

1. Have you made any deposits since the account closure request on 22nd of May?
2. Are you sure there is no outstanding balance on the account anymore?
3. Since you specifically asked for self-exclusion, what is the issue with the fact that you can not log in to your account? Is your complaint about the prolongation of the process?

Dear casino representative,

could you please check the case and explain your view of the issue? Why wasn't the player's account suspended immediately? Has the player registered with a different e-mail address? Also, have there been any deposits from the player dated 22nd May or later?

Hi

yes I have made multiple deposits since the 22nd May.

yes I’m sure there is no outstanding balance on the account.

there is no issue not being able to log in, I just wanted the account closed down from when I requested on the 22nd May but they did not close it and I have lost a lot of money since even after telling them I have a gambling problem and want my account closed. Is there any way of getting my money back?

many thanks

Hello Martin,

We hope this message finds you well.

We have dispatched an email containing the attached evidence.

We will kindly wait for your update.

Kind regards,

MrPunter team

Dear casino representative,

thank you for your involvement in the mediation process.

Dear bstevens,

we fully acknowledge the delay between the request and actual closure of your account. However, according to the information we have at our disposal, you have not lost any funds after your requests, to the contrary, your account balance was slightly positive during this time. Are you sure you have lost the mentioned 1200 GBP?

Hi, can you send me full information of positive funds please?Thank you

Dear bstevens,

Sadly, I believe this information is confidential and I can not share it without permission from the casino, as it involves images of its internal system. I will however ask for the casino representative's permission.

You can also send me your bank/account statement at martin.l@casino.guru. We will then be able to see the exact amounts you have received and deposited - there is a chance that some withdrawals have not been added to your bank account yet and are still being processed.

Dear bstevens,

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.

Hi, surely they can send over evidence of what has been deposited and withdrawn since 22nd May?

Dear bstevens,

I am still waiting for the casino representative's decision. In the meantime, are you willing to send me the mentioned account/bank statement? In case we don't have any proof of you losing funds, we will be forced to close this complaint.

Hi, yes have you got an email address I can send them over to please?

Hello,

you can send it to martin.l@casino.guru. Thank you for your cooperation.

Thanks, will send today or tomorrow

Hi, I have just received an email from mr punter offering me a refund of £278

Meanwhile I have just sent bank statement to email address you provided. Thanks

Dear bstevens,

thank you for your cooperation, I will look through the statement today and message you here or by mail.

Yes please email if that’s ok, thank you

Dear casino representative,

I have sent you an email with additional questions.

Hello Martin,

We hope this message finds you well.

We would like to inform you that we have submitted additional evidence via email to clarify our position.

We will kindly wait for your update.

Kind regards,

MrPunter team

Dear Casino representative,

we are currently awaiting your response to the mail I sent you.

I would also like to say, that I have now had the opportunity to review the player’s bank statement alongside the documentation you submitted. However, I must note that there appear to be some discrepancies between the player’s financial records and the evidence provided by your team, I therefore believe some more information could help us clear up the misunderstandings.

I would like to ask you to share a complete breakdown of the player’s account activity from 22nd May onwards. Is it possible to see all deposits, withdrawals, and relevant balance movements, in detail, one by one - not just the whole amount per day?

In addition, it would be helpful to receive clarification on how the proposed refund amount of £278 was determined.

Dear bstevens,

I understand I have asked you this before, but can you please confirm again whether you have used any bonuses or have deposited/withdrawn the funds to any other payment methods?

Hi, no haven’t had any bonuses or used other payment method

Hello Martin,

We have replied to your email. Additionally, attached all the required evidence.

Dear bstevens,

As previously stated, we are not obligated to issue a refund in this case, as you notified us of their gambling addiction on May 22, 2025. If we calculate the timeframe after 24 hours, it would extend from May 23 to June 4, given that the account was closed on June 4, 2025.

In order to resolve the case favorably, we have made the decision to refund the difference for the period from May 22, 2025 to June 4, 2025 as gesture of goodwill.

Deposits made between May 22, 2025, and the June 4, 2025, amount to 3,100.00 GBP, while withdrawals total 2,822.00 GBP, resulting in a difference of 278 GBP.

We have provided the evidence to Martin that substantiates the aforementioned statement. Furthermore, we have attached the account history from May 19, to June 4, 2025.

Once you confirm we can proceed with the manual withdrawal of 278 GBP as gesture of goodwill.

We are waiting for your update.

Kind regards,

Mr.Punter team.

Mr Punter

i will accept your offer. Please let me know when I will receive the refund.

Regards

Dear casino representative,

I have received your latest message, and after further evaluation, all of the aforementioned discrepancies were cleared up. Thank you for your continued involvement in this matter, I appreciate your cooperation and detailed responses.

We are also happy to hear you are willing to refund the amount to the player as a gesture of goodwill.

Dear bstevens,

please keep us updated on the status of your refund. The complaint may be closed when you receive your funds.

Dear bstevens,

We trust this message finds you in good health.

We are pleased to confirm that your payment of 278 GBP, issued as a gesture of goodwill, has been successfully processed, and the funds were dispatched from our end on July 17, 2025.

The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Our team extends its best wishes for your future endeavors.

Warm regards,

Mr.Punter team

Hi, yes refund was received but I only received £269 GBP

Dear bstevens,

as we have received your confirmation via email, we will now close this complaint as resolved. We are glad to hear the issue has been dealt with, and once again would like to thank the support team of MrPunter Casino for their response. I sincerely hope you won't have to reach out to us again, and that you’ll be able to leave the casino gaming behind, as you most likely intend to. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

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, 

Martin

Casino.Guru