MrPunter Casino - Player's account is closed with delayed withdrawals.

I played and lost at mr punter casino 1000 euros in a casino and I just won just 400 euros I withdrew it 25 days ago this happened. Since then they have been mocking me that the money will be in tomorrow and such with the climax of deleting the account and not having access to it telling me that it was an administrative decision without me having done anything. After conversations in the live chat and after I told them that I would take legal action they told me that my money would be credited in the next few days and already another ten days have passed and nothing. How can I take action please? Thanks in advance

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Has the casino provided you with any specific reason for closing your account, or did they only refer to it as an "administrative decision" without further explanation?

Despite the account closure, did the casino confirm that your withdrawal would still be processed? If yes, do you have any written confirmation or chat transcript where they stated this?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

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Thank you for your patience, and stay safe.

Good evening, the decision was purely an administrative decision, that's what they told me and nothing else. As for the bonuses, I played with my own money without activating any bonuses. I was not asked to identify the account, all they did was send me an email 2 days ago and asked for my IBAN and the bank where I have an account so they could credit me the money. So far nothing of course....

Dear player, has the casino sent you the €400 yet, or have you received any new communication from them?

Also, I just wanted to mention that I haven’t received any email from you yet. If you have any chat transcripts or communication with the casino, please send them to dominika.l@casino.guru or upload the screenshots here in the complaint thread.

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

Dear player,

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,

Dominika