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• Have you previously withdrawn winnings from the casino?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 tomas@casino.guru, 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 tomas@casino.guru

I'm sending an email but I get a message that I can't send the message. Are you sure the email address is correct? Can you check if the message has been received?

I sent the email again but I get a message that the mail cannot be delivered to this address, do you have an alternative address? unless you have my message

Below, I'm pasting a message (translated into English) I received today from Mr. Punter. The company clearly indicated that I'm not respecting their own terms and conditions because I submitted the documents on November 26th! Almost a month has passed. Since the company itself states that it has 10 days, as stated in their terms and conditions, due to this violation of the terms and conditions, I demand an immediate withdrawal of my funds to the ETH address held by the casino. This is deliberate and cannot be described in any other way...

Dear Mr. Michal,

Thank you for contacting MrPunter Customer Service.

I would like to inform you that after submitting all required documents, the KYC Department has 10 days to process them. Any additional information about the verification process that may be helpful can be found on our casino website - at the very bottom - under the TERMS AND CONDITIONS tab in subsection 5.0. I encourage you to review this information.

If you have any questions, please contact us by email at support@MrPunter.com or via Live Chat.

The casino is completely uncooperative with verification. After receiving emails confirming receipt of documents, it suddenly appeared today that not everyone received them. I reviewed the emails – from the description, I see the information they requested, including the email containing the documents, and everything is in line with their guidelines. They now want the documents shared through the website, but my other access is blocked by a zipper – this is a tool. I'd like to reiterate that we have received all the screenshots of these emails, as well as the documents the casino has been holding for a month, but unfortunately, they are not the email notifications you received. Can you provide a different email address? The casino is deceiving me and deliberately misleading me. There's no doubt about whether their practices are intentional – they have nothing to do with the operation and execution of everything that hinders access to the funds.

The casino received all the documents, confirmed by the payment, and suddenly, after receiving the payment, they said they didn't have all the photos, and just moments earlier, they were consistent with not receiving them. It's difficult to understand how verification is conducted, but this company's level of verification is particularly low after the lies it so easily confirms. The verification process itself takes a very long time, but fraud shouldn't be forgiven, and this company has already sent me several emails stating that fraud is their current customer verification tactic.

Thanks for the updates.

I provided you with an email address containing a typo in my earlier post, for which I apologize. I already fixed the address to a correct one: tomas@casino.guru

Could you please clarify which photos were supposedly missing? Were you asked to provide the missing documents?

I sent you an email, which I also sent to Mr. Punter. You can see the email I sent them with the documents, and below are the attachments the company received. They will also send them to you in a separate email as files, as well as the email they receive from the company with the requirements the photos must meet. Of course, all the photos are correct, but the company still claims they haven't received them, even though they confirmed to me that the matter is ongoing. I think they're deliberately deceiving you, and that's their tactic.

Dear levy09,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite MrPunter Casino representative to join this conversation.

Dear MrPunter Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We truly appreciate your patience.

We would like to inform you that the relevant department is workig on the request with the highest priority.

Best regards,

MrPunter Team

I've received several messages like this over the past two months. One time I'd get a notification that a team was working on it, then they'd reply saying they hadn't received the documents, and it would just keep happening.

Can we lower the credibility of this company if their work standards are so low and they clearly don't respect players' time or money?

Dear levy09,

I understand your frustration regarding this situation, and I thank you for your patience so far.

I would like to inform you that I have now contacted MrPunter Casino directly via email and requested a detailed clarification regarding the account closure, the verification status, and the reasons for withholding any winnings.

Once we receive a substantive response from the casino, including relevant explanations and supporting evidence, we will be able to assess the situation properly and determine the next steps.

I kindly ask you to remain patient while we await the casino’s reply.

Dear MrPunter Casino,

I would like to inform you that I have sent you an email.

Thank you in advance for your cooperation.

Dear MrPunter Casino,

I would like to inform you that my email could not be delivered when sent to the address we have in our system, as it was returned as undeliverable due to a server issue.

Kindly provide a valid and functional email address through which we can continue official communication regarding this complaint.

Thank you in advance for your cooperation.

Dear Barbora,

We would like to inform you that we have contacted you via email.

Please check when it is possible.

Best regards,

MrPunter Team

It seems to me that the casino is asking for proof of ownership of the cryptocurrency wallet and confirmation of the deposit.

I sent at least five emails stating that my wallet (Guarda) doesn't contain such data. I also asked for my deposit details (date, time, amount) because I'm not obligated to remember them, and with a closed account, I can't check them.

All the casino's responses are the same emails constantly telling me what to send. No one reads my messages. This casino is deliberately delaying the verification process and should pay compensation for such pointless, deliberate behavior. I've been working with them since the very beginning, and at the highest level.

Dear MrPunter Casino,

I would like to inform you that I have sent the requested email.

Can I know what the casino expects? They keep replying to me off-topic. I can provide confirmation of the deposit if they tell me when I made it.

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 truly appreciate your patience.

We would like to inform you that the remaining balance was successfully paid from our side.

Best regards,

MrPunter Team

Dear MrPunter Casino,

Thank you for the update.

Dear levy09,

Could you please confirm whether all remaining funds have been successfully credited to you and that the payment was received in full?

Once we have your confirmation, we will be able to determine the next steps and proceed accordingly with the complaint.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear levy09,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora