MrPunter Casino - Player struggles with self-exclusion request.

I have been trying to self exclude from Mr Punter for the last 5 days. The first 2 days were spent trying to talk via live chat but I was constantly disconnected and when I did get through they would delay answering me and cut me off. I have since then sent numerous emails, with only 1 response asking why I wanted to close even though I had already stated I have a gambling problem. Today I've now spent another £125. Please can you help in getting my account permanently self excluded along with a refund of my money from the last 5 days. Im seriously stressed over this and its affecting my mental health.

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Dear Lauram83,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi I asked to self exclude due to having a gambling problem. Up to now still no response. Ive since spent £1725 and this has caused me alot of distress. Ive sent you all the email chains.

Thankyou for helping me with this.

Dear Lauram83,

After reviewing your correspondence, I must inform you that we cannot continue investigating this complaint because you explicitly threatened to charge back deposits you had made and used for gambling.

I understand how distressing this situation has been for you. However, threatening to charge back legitimate deposits that were credited to your casino account and used for gambling is considered fraudulent conduct under our complaint-handling policy, even if no reversal was ultimately requested or completed. For this reason, I cannot continue investigating your complaint and must reject it. This decision does not mean that we consider the casino’s handling of your self-exclusion request appropriate.

To help protect yourself, please consider BetBlocker, a free charitable tool that blocks gambling websites across multiple devices. It supports complete restrictions or scheduled vulnerable periods, is quick to set up, runs quietly in the background, supports multiple languages, and can be used anonymously. You can learn more through our Global Self-Exclusion Initiative and the BetBlocker website.

BetBlocker may also block gambling-information websites, including Casino Guru. Leave the Casino Guru blocking option unchecked during setup if you still need access to your complaint or our resources.

Best regards,

Veronika