The player from the United Kingdom had been attempting to close her casino account for almost a year due to a gambling problem, but her requests were continuously ignored and met with attempts to lure her back. Despite expressing her concerns about self-harm, the casino kept her account open. The Complaints Team had been unable to proceed with further investigation due to a lack of response from her, leading to the closure of the complaint for the moment. The player retained the option to reopen the complaint in the future if she chose to resume communication.
MrPunter Casino - Player’s request to close account is disregarded.
Closed
Our verdict
Player stopped responding
Amount: ??
MrPunter Casino
Safety Index:HighCase summary
Discussion
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6 months ago
I have been requesting to close my account, as I have a gambling problem, for almost a year now. They ignore emails or try lure me back to the account with bonuses etc. They are completely disregarding my request to close the account. I have stated in many emails to them that I want to stop gambling and even said I fear I may self harm if I am not excluded or account closed and still They have it open. All they seem to care about is taking advantage of people with addiction issues and keep taking their money.
I have tried to stop going on the site but I cannot find anything to block it to stop me going on. I have signed up to gam stop and have not been on any other site for over a year now.
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6 months ago
Dear Cmcm,
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.
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your initial self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
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,
Katarina
Important Notice:
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5 months ago
Dear Cmcm,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
