MrPunter Casino - Player's account has been refused closure.

## 🚨 FORMAL COMPLAINT: Mr. Punter Casino Refusal to Close Account & Breach of Responsible Gambling Duties 🚨

**Casino Guru Team and Fellow Users,**

I am posting here seeking assistance and advice regarding a serious issue with **Mr. Punter Casino**, which has repeatedly refused to honor my explicit requests for account closure due to a declared gambling problem. I believe their actions constitute a significant breach of their regulatory obligations and duty of care.

### **Summary of the Issue**

I initiated multiple, unequivocal requests to permanently close my account, citing the need for self-exclusion due to a gambling addiction.

* **Initial Request Date:** February 3rd, 2024

* **Subsequent Requests:** February 7th, 2024, and numerous documented times thereafter, continuing up to the present year.

Despite these persistent communications clearly stating the need for account termination, **Mr. Punter Casino has failed to take any action to close the account.**

### **Consequences of Inaction**

This negligent and irresponsible failure to act directly enabled continued gambling activity, resulting in substantial financial harm. The total funds lost since my initial, clear self-exclusion request on February 3rd, 2024, now **exceeds £5000**.

I have comprehensive evidence prepared, including proof of deposits and copies of the email correspondence sent to the casino requesting the account closure.

### **Formal Demands to the Casino (and request for your assistance)**

The conduct of Mr. Punter Casino demonstrates a serious failure to adhere to mandatory responsible gambling practices and a breach of their Duty of Care. I have formally demanded the following immediate actions from the operator:

1. **Immediate and permanent closure** of the Mr. Punter Casino account.

2. **Full reimbursement of all funds lost** since the date of my initial account closure request on **February 3rd, 2024**, totaling **over £5000**.

3. A thorough investigation into the handling of this case and the implementation of robust measures to ensure all self-exclusion requests are processed immediately.

I am now asking for the help of the Casino Guru team. Given your experience in resolving these disputes, could you please advise on the best course of action to force the casino to comply with the account closure and secure the full reimbursement of funds lost due to their negligence?

Thank you for your assistance.

**A Concerned Account Holder**

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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 we can better determine how to assist you.

• Is your account currently accessible to 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 did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again and send a new self-exclusion request via email at support@mrpunter.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Greetings MrPunter Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period.

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

Dear Tomas,

Thank you very much for your prompt response and for offering your assistance with my complaint against Mr. Punter Casino.

I appreciate your questions and will provide the requested details to help you investigate this matter:

Is your account currently accessible to you?

Yes, despite my repeated requests for permanent closure and self-exclusion, my account remains fully accessible right now.

When was the last time the casino allowed you to deposit?

The last deposit I made was on November 25th. The only reason I have not deposited more since then is that I have exhausted my funds; otherwise, I have no doubt I would have continued to lose money, given the account's accessibility.

Could you please share the communication in which you informed the casino about your gambling issues?

I am immediately forwarding all relevant email communications detailing my self-exclusion requests, including timestamps, to your email address: tomas@casino.guru. Additionally, I have tried to contact them via live chat, where they either failed to respond or directed me back to the email address where my self-exclusion requests were subsequently ignored. They have never formally accepted or processed my self-exclusion request.

Has the casino responded to your refund request already? What did the casino reply?

I have not yet sent a formal, separate refund request to the casino. My previous communications focused solely on the urgent request for account closure. I was hoping to seek your guidance before submitting the reimbursement demand.

The Core Issue:

The casino's method of dealing with my requests has been one of consistent delay and distraction. Instead of processing my clear self-exclusion request, they either stall the process long enough for me to deposit and lose more money, or they aggressively "chucked bonuses at me" to incentivize continued play. This tactic has directly contributed to my significant losses (now exceeding £5000) since my first request on February 3rd, 2024. I understand however that the last 6 months are the ones we can deal with, and we're talking about £2000 lost, if not more.

Tomas, I don't know what to do anymore, and I am desperately asking for your help in resolving this matter and securing the reimbursement of the funds lost due to their negligence.

Thank you again for your assistance.

Sincerely,

Alex

Dear Tomas,

My account is now closed, as of today.

However, I've had no communication about the subsequent losses incurred following their negligence and speculation of my addiction and vulnerability.

What steps should I take next?

Kind regards,

Alex

Thanks for your reply and the information provided.

I went over the communication you provided to me via email.

Did the casino address any issues you raised with them other than the closure of your account? Could you please share any recent responses you received from the casino regarding the issue?

Have you kept the communication from the casino from February 2024? Would you be able to provide it to me for review?

Send the information to my email at tomas@casino.guru

Good morning Tomas,

I've forwarded all the e-mails i still have to your address.

Please forgive my untechnicality and the way I've just forwarded them.

Thank you kindly in advance for your support and time in this matter.

Kind regards,

Alex

Dear Tomas,

I've also sent to you Mr Punter's response and my answer to that

Thank you kindly

Alex

Thanks for your reply.

I went over the communication you shared with me; however, the communication from February 2024 is not included.

Based on the information you included so far, the first time you disclosed any gambling addiction to the casino was in November 2025. Just based on this evidence, we are unable to assist you with a refund request for deposits made since 2024.

Please let me know whether you can support your complaint with evidence from that time.

Hi Tomas.

I can't unfortunately find any of the communication beyond 4th of July 2025, however I believe you can see in my communication I've informed Mr. Punter to close my account since that date, yet nothing has been done.

I understand also that claims over 6 months are rarely successful, hence I would kindly ask if you can support with the claim from July up to present.

Thank you kindly,

Alex

Dear Sirius666,

I went over the correspondence again; however, simple account closure requests are not sufficient evidence for us to request a refund on your behalf, since we can't conclude the casino should have protected you.

I apologize, but since the casino closed your account after you informed them of your gambling problems, the casino acted correctly.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.