Punt Casino - Player’s account is blocked after partial payout.

Casino paid me half of what I won then blocked my account and put it under investigation. They then blocked it and when I tried redeeming the rest of my money they banned me and said I was making bets with no money. If you win big, they won’t pay.

Dear Motodude4200,

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. 

• Do I understand correctly that you had $10,000 in your casino account before it was closed?
• Could you please clarify which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I had almost $14,000 on my account. I have screen shots of the winnings and redemption requests. I focus on slots most of the time. No I did not have any active bonuses.

Thank you very much for your reply, Motodude4200. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent an email

Thank you very much, Motodude4200, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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 there,

Thank you Motodude4200 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Punt Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Greetings all,

Apologies for the lag in response on our side, we assure you it is not for lack of interest. We need to fully review and audit this particular situation properly and it requires a bit of time to do so.

Thanks for your patience and understanding.

Best wishes,

Punt

How is it being looked into if they don’t have any of my info?

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.

Dear Motodude4200, I am in contact with the casino representative and I'm awaiting further evidence on the case. I will keep you updated about any further developments. Thank you for your patience during this time!

Greetings all,

The requested documentation has been forwarded to Peter and his team for review.

Best wishes and happy holidays,

Nick and Punt