MrPunter Casino - Player's account has been closed only after a refund request.

I asked on 7th of december to close my account because of my addiction. They did not respond. I also sended them via livechat. Account was still open. After the 7th i deposited multiple times. I emailed them to ask for a refund and they immediatly closed my account. They say that they did not got the first e-mail but i have a screenshot of the e-mail. They now dont respond anymore.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the other account closure requests you sent to the casino after your initial email went unanswered? These can be follow-up emails, chat transcripts, or screenshots of your conversations with the casino. My email address is veronika.f@casino.guru.
• When was your account finally closed?
• Have you passed the full KYC verification at this casino?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks veronika. I sended you the screenshots via e-mail.

Thank you for your email.

Do you have any evidence of your communication with the casino between 7 December and 29 December? I understand that you do not have chat transcripts available; however, did you try contacting the casino repeatedly via email during this period?

Please note that if there is no evidence showing that you made several attempts to contact the casino before your account was eventually self-excluded, we will not be able to request a refund of the deposits you lost on your behalf. Without proof that the casino was informed of your request and had a reasonable opportunity to act on it, we cannot hold the casino responsible for the losses incurred during that time.

If you have any emails, screenshots, or other documentation showing your attempts to reach the casino, please forward them to me.

Hi veronika,

i emailed them on 7th of december and after a few days when i saw that they did not close my account i send them via live chat. The evidence i already send it to you via e-mail. That is a screenshot of the e-mail. Thats all i have. The screenshot you can see date and everything. Of the live chat i dont have a screenshot.

Dear Sienna,

After carefully reviewing your case, we regret to inform you that we are unable to proceed with your complaint, as it does not meet the necessary criteria for a justified resolution.

Based on the information provided, you sent a single email on 7 December requesting the closure of your account. However, while waiting for the casino to respond, you continued to play and deposit funds. We also did not find any evidence of follow-up communication or the use of alternative contact channels offered by the casino to ensure that your request was properly received.

The next documented communication is dated 29 December, to which the casino responded promptly by closing your account. This indicates that the casino acted without delay once the request was successfully delivered.

In situations like this, if a player does not receive a response from the casino, we consider it reasonable to expect additional proactive steps, such as sending a follow-up message or contacting the casino through other available communication methods. Relying on a single, unanswered request cannot be regarded as sufficient due diligence on the player’s part. It is also possible that the initial email was not received by the casino, as no response was issued.

For these reasons, the complaint does not meet the criteria for a refund, and we must therefore reject the case as unjustified.

Kind regards,

Veronika

Casino.Guru Team