The player from Germany had informed the casino in February about his gambling addiction, but they had continued to send promotional offers. After depositing €500, he had requested account closure and a refund, but the casino had refused to return his money. The player had failed to respond to further inquiries from the Complaints Team seeking details and evidence to assist with the complaint. As a result, the investigation was unable to proceed, and the complaint was closed for the moment due to lack of communication.
MrPunter Casino - Player's account has been closed, but refund is denied.
Closed
Our verdict
Player stopped responding
Amount: €500
MrPunter Casino
Safety Index 8.1 HighCase summary
Discussion
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2 months ago
Translation
Good day,
Unfortunately, I have to contact you again, hoping to get some help. I informed the casino in February that I have no control over my gambling. A few days ago, they still sent me promotional offers to encourage me to play. To me, this is clearly exploiting the weakness of an addict. After depositing another €500, I asked the casino to close my account and refund the money. They closed my account but are refusing a refund. What kind of player protection is it when, despite knowing about a player's addiction, they send bonus offers and even cash bonuses?
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrPunter Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What was the justification for refusing a refund?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Dear justins99js,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
