MrPunter Casino - Player’s account has been reactivated in error.

This casino sent me a message to reopen my account and entice me to play via text message. When I asked for my deposits to be returned, I received a response that the account had been accidentally reactivated but they refused to return my deposits. I would like to ask for help here. So I am a gambling addict and therefore I should no longer be able to play on this site.

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.

Hello,

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

• When exactly did you self-exclude from this casino? Please forward me your original self-exclusion request, along with the casino's confirmation that your account was closed, to veronika.f@casino.guru. Kindly also include your most recent communication with the casino regarding the reopening of your account and your refund request.
• Did you have to complete any questionnaire or undergo any additional process before your account could be reopened, or was the account reopened automatically by the casino?

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

Best regards,

Veronika

Transmitter information

Thank you for your emails. Before we proceed with the complaint resolution, I would like to confirm the following timeline:

• On 17 June, you requested that your account be closed due to gambling addiction, and the casino closed your account on the same day.
• On 5 August, you requested a refund of your deposits because you were able to access and play on your account again.

Could you please clarify exactly when your account was reopened?

How many deposits did you make between 17 June and 10 August, when the casino closed your account again?

Thank you for your cooperation.

On 12.6.2026 I received a text message that I forwarded to you, so that day apparently my account was reopened without my consent and I fell into gambling on 16.6.2026 and immediately requested that my account be re-closed. And it came into effect on 17.6.2026 I understood to request a refund of my deposits only later, in August. So my account is now closed. I have made three deposits to this casino on 16.6.2026

Are you therefore suggesting that you requested self-exclusion from this casino before 17 June? The evidence you have provided so far indicates that your account was closed for the first time on 17 June.

Please forward me the communication between you and the casino customer support regarding your first, original self-exclusion at veronika.f@casino.guru.

I sent a message.

I received a response from the casino and also a refund, so I'm closing the complaint. Thank you!

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

Dear piippanen,

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,

Veronika