MrPunter Casino - Player is struggling to close her account.

I have been trying to close my account with Mr Punter since the 14th March, their website says can speak to live chat or email support to close an account. I spoke to Live chat, they told me they couldn’t help so I had to email, I told them I was spending too much and they have no controls in place. They aknowledge some emails, not all, I’ve resorted to sending multiple emails to try and get the case moving, they have come back to me yesterday explaining I’d lose the funds in the account and is this ok- the balance is zero so of course it’s ok, I replied agreeing, they are now saying the email address I provided doesn’t match- we are literally communicating (sporadically) via the email address linked to the account and I have sent screenshots showing and not they are ignoring me again!!! Since trying to close my account I have spent £11700, (clawed back some winnings but not even half! £7000 down overall) have told them on chat and mail I just need it closing I’m sat telling them I’m crying and they still just won’t close my account! I really need help to get this resolved please! I’ve even resorted to requesting them to erase my data under the GDPR act and they are ignoring those mails too!!

Dear AngryH,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

As a precaution, I recommend you request a self-exclusion in the casino using the email that is registered in the casino.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email Subject should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-Exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings MrPunter Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems. and I am experiencing financial difficulties.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have sent the mail and copied you in thank you. Do you think I will have a case for getting any of my money back at all please? I mentioned from the beginning the reason for my closure request. Thank you.

I haven’t received any further response or update and my account is still open and they continue to send me offers and bonuses by email….. I’m finding it really difficult not to continue to deposit, (I haven’t yet, since I raised this complaint- I’m trying to stay strong!) stress is a key driver for my gambling issues, and it’s a vicious circle because them not listening and not closing my account is causing me even more stress, how long do we have to give them please? Can we tag them yet and escalate? I need my account closed asap and the money back that I have been able to spend since I asked them to close my account the first time….

@mrpunter please sort this out!!!

Sent another email- Tomas I’ve copied you in

I’ve sent another email, please can someone help me

Thank you very much, AngryH, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello AngryH, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MrPunter Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation?

I would also like to mention, that voiding player's balance upon account closure we consider unfair and go against our Fair Gambling Codex. Could you please let us know if you would be willing to either take down this term, or change the wording for a fair version?  

Thank you for your patience and cooperation in advance.

Thanks so much Matej, I feel a little more hopeful now you’re taking it forward for me, hopefully they can resolve my issue and get the account closed asap… it’s so hard when you’re spiralling with stress and not being listened to or responded to by the casino 🙁 I’ve been left in a hopeless situation…. With no responsible gambling restrictions that I can put in place as they don’t exist on this site…. I have deposited a further £2200… the total they have allowed me to deposit since my first request to close the account on 16th March was ignored now sits at £13,900… not sure if you need to update the figure in this post to include this? I would like this money returned to me to resolve my complaint… Thank you

Dear Customer,

Thank you for reaching out.

We would like to inform you that your account on our website is now closed.

Best regards,

Customer Support

Thank you, I would like my funds returning that have been deposited since my first request to close the account. @matej the account is now finally under review, not actually closed yet, so I will keep you updated.

Thanks

Thank you for the updates on both sides.

I will still wait for AngryH's confirmation of the account closure - as account under review is not really closed yet - and in the meantime I would like to ask MrPunter Casino to confirm that the marketing communication will also stop being sent to the player.

Next, there is a question of the refund. The player has requested a self-exclusion on the 8th April, and according to the casino's Responsible gaming policy, the account should have been closed within 24 hours. As this happened only on the 18th April, we believe any balance and further deposits (minus withdrawals and possible winnings) since 9th April should be refunded in full. If needed, you can send me the cashier history at [email protected] and we can have a look at the final amount.

I asked for the account to be close on the 14th March Matej, for reasons of problem gambling- this was discussed multiple times over chat and email, I would request the refund is processed from this date please?

The term "self-exclusion" or "voluntary exclusion" usually refers to a policy enacted by some governments and/or individual casinos as a way of addressing the issue of problem gambling. I clearly told them I was spending too much and needed help on the 14th March. They acknowledged my mail on the 22nd March, but didn’t action anything off the back of it.

While waiting for the casino to reply regarding refund, I would like to clarify that the wording is extremely important when dealing with the account closure.

Saying "I am spending too much" or "I have lost too much" is not really telling the casino anything, and it is the usual way how players are trying to receive some kind of cashback or a bonus after a hefty loss. In such cases, it is still assumed the player is in full possession of their faculties, has no gambling addiction, and can simply stop depositing and playing - or even leaving the casino if the player feels like the time and money spent there is not worth it.

However, since you have requested a proper self-exclusion on the 8th April and the closure happened full 10 days later, we believe you are eligible for a refund of anything deposited in between, as well as the full return of the account balance from 9th April (since the casino policy states it takes up to 24 hours to close the account). Voiding the balance upon account closure when dealing with self-exckusion is against our Fair Gambling policy and hopefully we will be able to communicate some TC changes with the casino, once this complaint has been closed.

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.

Hi we can withdraw this complaint thank you for all your help!

Dear AngryH,

Happy to hear that your complaint has been resolved.

Kindest Regards,

MrPunter Team

Dear AngryH,

I am very happy to hear that your issue has been resolved, and would like to thank MrPunter Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru