Punt Casino - Player faced issues with deposits at the casino.

Punt said my deposits were not recived but the transaction hash and metamask said they were and that they were also sent to another wallet after being recived

Dear Justindennis22,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

• Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account?
• Was it your first deposit in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It was a unique one I think it gave me an address to send them to and yes it was the first time

Thank you very much, Justindennis22, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Justindennis22,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Punt Casino to join the conversation and contribute to the resolution of this complaint.

Greetings all,

The account information provided leads to an account with no history of deposit or requested withdrawal, there are however at least 5 other accounts on file for the same player, perhaps there was some confusion when providing the credentials. It is perhaps worth noting that per the terms and conditions of the casino only one account per player or household is allowed.

Best wishes,

Punt

Okay even so with that being said do any of the ones on file have a history of deposits or withdraw request I know 2 should be verified to make withdraws because I verified two times . Because the other I can not access . Lost emails or passwords .

Dear Justindennis22,

I'm afraid opening multiple accounts is not allowed in most casinos.

Dear Punt Casino team,

Were you able to locate the disputed deposits? If so, what will happen to the funds now?

Well If I can't access the previous accounts opend what do I do ?

Greetings all,

We were unable to locate any cash deposits, requested withdrawals, or playable balances in any of the immediately available accounts. There are perhaps further associated accounts which could be located by our security department however as made clear in article 1 of section 12 in our terms and conditions it is our right to suspend accounts and remove any associated balance in cases such as this. No immediately available account has had any activity other than redemption and play of consecutive free chips, also contrary to the terms and conditions of the casino and bonuses themselves (only one free chip is valid between cash deposits).

We hope this clarifies things.

Best wishes,

Punt

Thank you Punt Casino team for your reply.

Dear Justindennis22,

If the casino wasn't able to locate your deposit in any of your accounts and you are not sure where you sent it, I'm afraid I won't be able to help you. I can only recommend you only open one account per casino to avoid problems. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter