MrPunter Casino - Player's account has been closed with unclear reasons.

The casino stopped contacting me for a long time. After a while, when I made a withdrawal, they blocked my access to my account and sent me a verification message. After that, they stopped responding to messages, and only responded to chat! I received information about the account supposedly being closed by the administration, and that my verification was irrelevant and they couldn't do anything. The account is mine, of course, and I use only one computer and one IP address because I have a stable internet connection. I don't know why the casino is conducting the verification process. They don't inform me about its progress, and only after contacting support do I learn that I need to send photos for verification. When I inform them that I sent them more than 20 days ago, it takes 30 minutes for a woman in chat to say she won't do anything because my account is closed. It all looks like a mess, and I still haven't received any official emails about what this company is up to. I encourage a representative of this company to discuss this and explain why I haven't received notification of the verification despite sending numerous messages, and why my account was closed in the first place.

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you previously withdrawn winnings from the casino?
• Could you please share with me your communication with the casino regarding the reason for the account closure? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Hi Tomas, thank you for looking into my case.

I don't remember when I created my account, but it was this year.

One day I couldn't log in to my account – the casino never informed me of this, requested verification documents, and received them all as instructed. The casino never responded to my verification.

This is a case that's been ongoing for quite some time. I don't remember my account activity, but firstly, there's no large amount of money in it, and secondly, I don't use any fraudulent methods and I follow the casino's terms and conditions. I don't remember if I used the bonus. My account has been blocked for two months?

I've now filed a case because I decided there was no way to resolve anything with the casino.

I've never withdrawn money from this casino before.

The casino demanded documents, received everything from me and I never contacted them again. The support is completely incompetent and can give several reasons in one conversation. I don't have a record of the conversation, but the casino asks for documents once and then says the account is blocked and they can't do anything.

I can only rely on official emails from the casino; the last email I received was from November 25th, specifying what the photo they require for verification should look like.

Since then, I have sent emails on the following days:

November 26th - Documents sent for verification

November 29th - Inquiry as to whether verification is progressing successfully

December 5th and 6th - Emails inquiring about verification status

December 8th - Email inquiring about verification status

I haven't received a response to any of these messages - the casino is deliberately not responding because previously they were able to respond immediately to emails asking about the required photo.

I fully cooperate with the casino. I don't understand why the company is behaving this way, but it's probably because they don't want to pay out winnings.

If it weren't for the positive reviews of this casino, I probably wouldn't have deposited money there, but you can always ask the casino to speak up and share all the information about my account and all my activity. I'm confident that I haven't broken any rules or done anything that could cause problems for the casino. Unfortunately, positive reviews aren't everything.

Thanks for your reply.

Kindly supply evidence of the incident so we may confront the casino regarding your issue.

Share a screenshot of what error you receive when attempting to log in to your account, and the most recent email you received from the casino.

Send the evidence to my email at [email protected]