MrPunter Casino - Pelaajan kotiuttaminen on estetty kierrätysongelmien vuoksi.

I deposited £60 and received a £60 bonus - this meant I had to fully wager £12000 before making a withdrawal. 

I checked sporadically through their chat system for updates regarding how much I had wagered so far. They informed me £640 (half way through the wagering figure) and shortly after my game crashed and all money was wiped. This was rectified through the chat and the money was put back on. 

Having continued to wager for several hours and at one stage dropping from £850 balance to £200 something didn’t seem right. I contacted the chat again and they agreed wagering had already been met. This did not show on the withdrawal page and despite trying to withdraw on numerous occasions it was still showing wagering was not met even though it had been. 

When the person reloaded my money shortly after wagering £640, they made the error or putting my wagering back to zero. This meant I had exceeded £1840 at the very least. As I was unable to withdraw, the wagering passed this further. 

I have attempted numerous times to contact them and despite having automated responses, I am yet to have a reply. 

I also deposited another bonus and was told in writing that the minimum deposit was £17 and I chose to deposit 50. Having not received the free spins at this stage I was told I’d been misinformed and the minimum deposit was £75. 

I have put a subject access request in for all my data and nothing. I have asked for their complaints policy and nothing. I have been informed through numerous chats that they have also sent my complaints policy through and I will receive and email…. Guess what …. Absolutely nothing! 

Hello ng5897kggt,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MrPunter Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Would it be possible to forward your full betting history to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I am more than happy for you to have full access to my account but I don’t know how to see my play history other than screen shooting a whole day of wagering? I consent to you accessing my file with Mr Punter.

I have not had any correspondence from them whatsoever despite trying. The chat agents have forwarded multiple messages and complaints but the relevant team have not been in contact. I have sent lots of emails but nothing as of yet and it has now been 13 days. I do appreciate any help I can get. I have reported them to their licensing agency but I’ve not had an update. I was hoping it could be resolved swiftly and amicably.

I have submitted documents for verification but I have not been asked for them and not required at this stage to. I have sent in my proof of earning- bank statement, pay slip, passport and bank card even though I didn’t need to I did anyway because at some stage it would be required.

I have multiple pages and pages of wagering amounting to over £1850 - using £1 bets

Hello ng5897kggt,

Would it be at least possible to forward screenshots of your deposit and bonus history?

I would also hardly advise not to claim any bonuses if your previous one is still active as it causes lots of unnecessary trouble with your balance.

Awaiting your response.

Regards,

Nick

+£372.03 this was the stage where my game crashed, money was wiped and then re credited after I raised this with them.

I was already more than half way through wagering at this point and this is when the error was made. They reset my wagering back to zero, meaning the £640 at the very least (I’d wagered more but amount unknown) had to be started again - £640 plus I didn’t need to spend!

Dear ng5897kggt,

I hope this message finds you well.

Could you kindly confirm your exact balance at the time the game crashed?

If you deposited £60 and received a £60 bonus, your current available balance is effectively higher, which may make it easier to complete the wagering requirements, even if the progress has reset.

I look forward to your response.

Best regards,

Nick

That still doesn’t answer my complaint. After wagering £640, this was set back to zero after their system crashed and wiped my money. My funds were put back on but I’d lost the £640 and had to start wagering again from £0

Dear ng5897kggt,

Can you please forward a screenshot of your current wagering - we will need it as evidence when we will contact the casino regarding the reset of the wagering amount of your bonus.

Please upload it here or send it to nikolas.b@casino.guru.

Thank you in advance.

Regards,

Nick

Dear ng5897kggt,

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.

I can’t make a screen shot as that is not available? I have all me wagering over hundreds of pages??

It doesn’t look like you or anyone can help but thank you anyway

Thank you ng5897kggt for all the information provided so far. To clarify the situation with the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you ng5897kggt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MrPunter Casino for their help in resolving this complaint. We would like to know what is the issue with the wagering and what can we do to help the player receive their winnings.

Thank you!

They are point blank refusing to correspond or help. They haven’t responded to my complaint which is now nearly 2 months ago.

please see my previous correspondence for details regarding my complaint.

Hello Peter,

We have shared an email with you.

Waiting for your update. Thank you!

Best regards,

MrPunter team.

Dear ng5897kggt, the casino has provided me with your transaction history showing that you withdrew £300 however, I do not think that relates to the issue you have raised in this complaint. Could you clarify what your aim is in the resolution of this problem? Would you like to have the wagering that was wiped compensated in some way? Thank you in advance for the clarification!

There isn’t any point to be honest - it’s been 10 plus weeks now and they are not going to budge! Terrible casino absolutely dishonest!

Dear ng5897kggt, I am sorry if you are not satisfied with our free service. The complaint can be closed at any time. Let me know how you would like to proceed. Thank you!

Dear ng5897kggt,

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.

I’m not unsatisfied with your support at all, it’s Mr Punter casino who are really terrible

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. This complaint will now be rejected.

Kind regards,

Peter