MrPunter Casino - Player’s account has been closed.

Good evening, I opened a casino and won €300. I made a withdrawal and the next day I went in to see where my withdrawal was. My account had been blocked and they still haven't unblocked it, and the money is gone.

Dear konstantinosleventis,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MrPunter Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you create your casino account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

Dear konstantinosleventis,

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.

Good evening, I have verified and I did not have a bonus. I opened the account about 2 weeks ago. They are not answering me in support. Please help with the game. It was Rise of Olympus 100.

Thank you very much for your reply, konstantinosleventis. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, konstantinosleventis, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

Do we have any news on my case?

Hello, konstantinosleventis,

My name is Romi, and I will be assisting you with your case. 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 withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

What I have said and what is above I have nothing else to add what will happen I have to wait 1 month please help me

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We apologize for the delay in our response, please note the following point from our general Terms and Conditions regarding the closure of the account:

Clause 3.9: We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Furthermore, we would like to clarify that as a goodwill gesture, we will pay the player 20 EUR of his initial deposit and his winnings of 280 EUR. A total of 300 EUR. As long as the player completes the verification process on his gaming account.

We would like to take this opportunity to clarify that the specific documentation pending is: Proof of Address, A valid form of identification (ID), A selfie holding your ID and Proof of ownership for the following cards: CC****7068 and CC****0432

Please note that all information is provided in the player's verification tab on his profile. Once the account has been successfully verified, all necessary steps will be taken to process the player's pending withdrawals without delay.

Kind Regards,

Mr. Punter Team.

Okay, I'll send whatever you need, where can I send it?

Good evening, I sent you to support what is needed to verify my account, I am waiting for a response, thank you.

I have sent everything but they have not replied to me.

Dear MrPunter Casino,

Please update us regarding this case.

Thank you.

Best regards,

Romi

Dear all,

Please be informed that we have only received the players ID as a form of verification. We are still awaiting the following documents:

• A clear selfie holding your ID
• Proof of address
• Credit card ending in 7068
• Credit card ending in 0432

All the details regarding the required documentation can be found in the player's account under the Verification tab. The player can view all updates there and upload the requested documents directly through that section.

We appreciate your cooperation and look forward to receiving the requested documentation at your earliest convenience.

Best regards,

Mr. Punter Team.

They tell us to go to verify but I don't have access to my account they have closed it I have an email that I have sent them everything but they don't say

Dear MrPunter Casino,

Could you advise the payer where he can send the required documents, please?

Thank you.

Respectfully,

Romi

I was told 3-5 days and it's been 6, what's going on? They're making fun of us. It seems like they can't keep my money. This case has been going on for 2 months.

Dear konstantinosleventis,

Please be informed that you can provide the documentation via email to kyc@mrpunter.com so we can review them with the outmost priority, thank you for your cooperation.

Kind regards,

Mr. Punter Team.

Really, how many days do you want for verification? It's been 2 months.

Dear konstantinosleventis,

Have you provided all the documents, please?

Do you have any updates for us?

Best regards,

Romi

I have sent everything, they told me they would respond in 3-5 days, but they haven't informed me yet.

I've given it all, now they told me they want an address from their bank, I sent it yesterday.

I sent them the card from the bank that says the address above and they told me they don't accept Revolut I sent them another one today I don't know if they will actually accept it talk to them on my behalf it's not possible or tell me what to tell them to put my money in and I really won't play at their casino again it's abhorrent behavior for someone who puts their money in and really supports it

They are not answering me, I have sent them what they have requested from me.

Dear MrPunter Casino,

Could you check on those documents, please, and let us know any updates?

Thank you in advance.

Best regards,

Romi

Dear All,

We have received the banking details and have forwarded them to the relevant department to process the refund as soon as possible.

Kind regards,

MrPunter

Dear all,

We would like to inform you that the payment for 300 EUR as a form of refund has been processed from our side on the 30th of July. 

Best regards,

Mr. Punter Team.

Thank you, MrPunter Casino, for the updates.

Dear user,

Please let us know whenever you receive the funds.

Thank you in advance.

Respectfully,

Romi

Good afternoon, I received the money in my account, everything is fine.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru