Punt.com Casino - Player's account has been closed after a big win.

Hey all,

I am a player from the United Kingdom and one of my favourite streamers is called Aidyscape. He had a deal with Punt.com telling him to get sign up so I started using them with no issue. I probably lost over 15K before my first big win ever which was $200,000.

whilst I had no issue getting my funds which I lost with them but when I tried to get the next load out I kept getting error. They asked me for KYC which I presented and then I got banned and wasn’t able ti contact support or login again

this was absolutely devastating, I spoke with Aidy and he shared conversation saying it was okay to use a VPN however I wasn’t even using one, I can login and sign up without being country blocked!

with all this happening to me I think it’s time for me to just give up in general, as you could all imagine it was life changing money!

Dear TJFX,

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

Could you please specify what types of games you played to accumulate your big winnings?

Am I correct in understanding that your account got blocked after you submitted your identity documents for verification?

Have you received any emails or other explanations from the casino after your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru, along with all the other evidence that could be relevant to the investigation of your case.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hey there,

I started on slots with $2000 and got it to around $6000 then went to evolution and played blackjack on private table to accumulate the funds to win total of $200,000 in my balance.

after I tried to withdraw funds it gave me back all my deposited no issue but trying to claim winnings was even harder, they demanded KYC which I gave then they banned my account and ignore every live support chat/email all my DMs too and even the streamer AidyScape was ignored when trying to help me.

I am sending an email name from which was my registered email at the site and hopefully we can accumulate these back from them. As you could imagine it’s devastated but also doesn’t really make sense why my favourite UK streamer was partnered with them, given funds to streams, mentioned about being in UK and told him to use VPN which I didn’t even need as the site allows to sign up and play without it in UK.

cheers,

thomas

Thank you for your email. To clarify, could you confirm if you are registered as a regular customer at Punt Casino? Am I correct in understanding that you do not have any affiliate agreement or contract with the casino?

Dear TJFX98,

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.

Hello there.

the casino was punt.com

Thank you for the clarification. I have checked the casino website and I can see that it is a social casino. Unfortunately, social casinos are not part of our database, and as a result, we do not engage in facilitating dispute resolutions related to them.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

Due to recent changes in our policy, we are now able to reopen and address complaints related to social casinos and sweepstake casinos. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello TJFX98, nice to meet you!

My name is Matej, and I will be more than happy to assist with this case, going forward. Could you please confirm if you are still interested in this matter and whether I shall try to contact the casino representatives, to see if we can resolve this problem?

Hi Matej,

great to have you onboard, absolutely please help me with this case as I’ve got nowhere.

punt.com and Chanced.com are run by the same owner. As you can see above the case is $200,000 which they haven’t paid me out, please get in contact with them asap I really need help.

at this point I may have to open up a law suit

Hi TJFX98, thank you for the confirmation. I will try to contat the casino and see if they are willing to communicate.

However, to set your expectation straight from the get go, this is a very ungrateful case. As stated in their T&C, Punt Casino is for US citizens only and also prohibits using VPN service. So they have that going for them.

On the other hand,you should not be able to register with your official UK details and depositi money as a non-US citizen. If that was allowed, then we believe caisno should pay out your winnings and then ban the account.

So to get all our ducks in the row - could you please confirm you have managed to register without using VPN, and with your real UK personal details?

Hi,

the reason why I signed up was through my favourite UK streamer affiliate link which he had a contract deal being paid to stream and was told by them to get all users to sign up with VPN and through his affiliate link which I did.

i have all the conversations with streamer to company and the contracts sent to one another.

i had no issue withdrawing $12 of my money but when I tried to withdraw the rest this is when they banned the whole account and failed to respond to the streamer ever again!

I see. If you could send me the conversation confirming the VPN being OK to use, that would be very helpful. But most importantly - have you stated your nationality and residency at the time of registration? Was that part of the process or did it come up only during the KYC procedure? And was the $12 amount you managed to withdraw your original deposit?

In the meantime, I’d like to invite a representative of Punt.com Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details regarding the deal with the UK streamer promoting US only casino as a worldwide one? I would also appreciate if you could provide us with any and all relevant evidence. In case of sensitive information, this can be sent to me directly via e-mail at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As I am still waiting for evidence from the player, I will switch the timer now.

Or you could say, they owner of casino punt.com / chanced.com is ignoring the enquiry and failed to respond!

if I’m allowed to deposit / enter site without vpn and withdraw my loss deposits easily fine then why taking winnings is not allowed

dont sign up people in different country to promote the site if his traffic is not allowed on the website

Yes, I have not received a response from the casino representatives yet, that much is very true.

However, I will have to reject this case if there is no evidence. The amount in question could potentially destroy the casino rating in case of this complaint ends up as unresolved. Therefore - if the casino does not communicate and prove otherwise - I have to have solid evidence of their wrong doings. Without those, the case will have to be rejected.

Therefore, once again I would like to ask for the previously promised:

• Proof of you being registered as UK citizen (ideally account details page)
• Proof of the owner stating that non-US citizens can play using VPN

Without this being confirmed, I'm afraid there is not much I can do.

Dear TJFX98,

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.

Unfortunately, after numerous appeals and reminders in this thread and via e-mails, the player did not provide evidence of registering at the casino intended for the US players by his UK details. Neither did I receive the alleged proof of the casino owner acknowledging that using VPN and accepting non-US citizens as players is allowed at Punt Casino.

Due to the aforementioned reasons, this complaint will now be 'rejected'. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.