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

I sent via email .all the screen recording and info

I'd also like to throw in a little bit more info about a concern I have with the punt casino,is it normal when I'm betting and I hit spin I'm able to see before the spin ends if I win or lose and how much I win before the spin is even over?I also have screen recording of this

Hello just checking in with veronika or whoever might be helping me on this issue I'm having with punt.com I see there only 1 day and couple hours for casino guru or someone to respond so just wanted to touch base make sure everything is ok..thank you

Thank you for your emails and for providing the screen recordings — I appreciate your cooperation.

However, I still need a bit more information regarding the 6,500 SC that appeared in your account. Could you please share your communication with customer support where they explained that this amount was mistakenly credited? Additionally, is the moment when this balance appeared visible in any of the videos you sent?

Also, could you confirm whether this amount is reflected in your gaming or transaction history directly in your account profile?

Regarding your concern about seeing the result of a spin before the animation finishes — yes, this is generally normal. The outcome of the spin is determined immediately after you click the spin button, while the animation only visually displays the result with a slight delay.

I sent also via email

Dear Birvin86

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Birvin86,

I am sorry to hear about your problem with Punt.com Casino.

I will now try to contact a Punt.com Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Punt.com Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Ok i will respond to anything that needs to be,and thank you for all your help