MrPunter Casino - Pelaajan tili on suljettu ja kotiutukset viivästyvät.

MrPunter has blocked my account without offering any valid justification and, in addition, has cancelled a withdrawal of €40 that had already been requested and which corresponds to legitimately obtained funds, improperly withholding my money.

To date, I have not been provided with any explanation regarding the reasons for the account being blocked or the withdrawal being cancelled, nor has any solution been offered to resolve the situation.

I have tried to contact customer service on several occasions, without receiving any response after more than 13 working days, which demonstrates a total lack of professionalism, transparency and respect for the customer.

I demand an immediate response and the full refund of the €40 withheld.

MrPunter ha procedido al bloqueo de mi cuenta sin ofrecer ninguna justificación válida y, adicionalmente, ha cancelado un retiro de 40 € que ya había sido solicitado y que corresponde a fondos legítimamente obtenidos, reteniendo mi dinero de forma indebida.

Hasta la fecha, no se me ha proporcionado ninguna explicación sobre los motivos del bloqueo de la cuenta ni sobre la cancelación del retiro, ni se ha ofrecido ninguna solución para resolver la situación.

He intentado contactar con el servicio de atención al cliente en varias ocasiones, sin obtener respuesta alguna tras más de 13 días laborables, lo que demuestra una falta total de profesionalidad, transparencia y respeto hacia el cliente.

Exijo una respuesta inmediata y el abono íntegro de los 40 € retenidos.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear girasol,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I placed bets on slots, and when I requested a withdrawal, it didn't ask for verification (nor would it allow me to; a message appeared indicating that verification wasn't necessary). This was all without a bonus. I tried to contact them but received no response. Thank you very much.

En slots aposté, no me solicitó verificación al solicitar el retiro (ni me permitía hacerlo, aparecia un mensaje que indicaba que no hacía falta verificarme). Todo esto fue sin bono. Trate de contactar con ellos pero no recibí respuesta. Muchas gracias.

Dear girasol,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Thank you for your response. Is there any chance that someone from your household or using the same IP also created an account at this casino? Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.

No, I don't live with anyone who plays online, and I've never used a VPN or know how to use one. Thanks.

No, no convivo con nadie que juegue en línea y nunca he usado una vpn ni se cómo se utiliza. Gracias.

Dear girasol,

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, Peter (peter.c@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,

Attila

Hello there,

Thank you girasol 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 why the player's account was closed and what we can do to help the player receive their winnings.

Thank you!

Dear All,

We are writing to acknowledge that we have received your inquiry and are currently reviewing the details of your case.

Please rest assured that we are working to complete the review as quickly as possible.

Thank you for your patience.

Best regards,

MrPunter Team.

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.