Punt.com Casino - Player's winnings have been confiscated.

I logged in to my account and not paying no attention to what my sc balance was I started playing ..after I started to play a little I look at my sc balance and it was at 6,500 ,I'm not sure how I got it if I won or it mistakenly put on my account ,but anyway I automatically went to redemption and requested for 3,000 to be redeemed,after that I continued to play and getting my wininning with sc up to 13,500 and before I could go and request to redeem more they shut down to do a scheduled maintenance so I was not able to finish my redemption for the winnings...after that it was down for maintenance for about 6 hours and finally as I went back to play all my sc was gone there was nothing..so I contacted support and they said that the sc was mistakenly put on my account and it was all taken from me...I have screen recording of most of this as it took place,what do you think? Is there anything I can do about this ?

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Hello,

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

• Could you please clarify how your SC balance reached 6,500? Did you win this amount while playing, or did it appear in your account without any gameplay or deposit?
• Do you have any game history or transaction history showing how this balance was generated?
• Which games did you play after noticing the balance, and did your winnings increase from 6,500 to 13,500 through regular gameplay?
• Did the casino specify what kind of error occurred when they stated that the SC were mistakenly added to your account? Did they provide any evidence or transaction logs to support this claim?
• Could you please provide the screen recording you mentioned, as well as any screenshots of your balance and communication with support? My email address is veronika.f@casino.guru.

This information will help us determine whether the balance was obtained through legitimate gameplay or if it resulted from a system error.

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