Punt Casino - Player’s account is restricted.

Hello and thank you very much for providing this outlet and support. I can share my username information if needed. I recently had a string of good luck last month with this casino and reached the gold level. As soon as I reach the goal level they awarded me with $100 bonus and then blocked my account from making deposits or redeeming the $300 I already have in there. Through several chats with live support one individual was somewhat helpful and told me that they needed a long list of items I have since sent those items 2 days ago and have not heard back that they've received them or they have other concerns or I'm being rejected. No communication at all. Meanwhile my balance sits at 300 I do wish to continue with this casino but it's making me wonder. I don't know if there's any help you can provide but again thanks for the platform. Nick

Dear georgiabigfootnick,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Ty Kristina for your reply. I am not sure what a KYC is yet I am sure you are referring to the validation process. I have no problem with that, yet it took 2 days for one of the support people to tell me. It just said DOWN FOR MAINTENANCE .They would not answer my support email and provide no phone number?

I sent the documents I Assume they needed.was not clear and no reply . I have been on this site for 2-3 months now and maybe once you hit so much activity they do it.

Anyway thank you for you explanation as I have not had one yet. I have a copy of the email I sent a couple of days ago I can forward to you, yet not sure how?

TY again Kristina and I assume you are saying just wait it out at this point? Week or so? Been 3 days. I will try and be patient. Any suggestions you may I have I will listen to.

Nick

Thank you very much for your reply, georgiabigfootnick. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? If there is any other supporting evidence you believe could help us proceed with this case, please forward it too. Alternatively, you can post everything here. Thank you in advance.

Ty Kristin. I forwarded you all 7 email requests including the first one with attachments along with all 7 requests from Live Support. Funny enough, PUNT never sent a reply at all; the Live Support people do at least acknowledge my concern and everyone of them say they will be "escalating". I am trying to be kind to them but I am losing my patience. I did ask who they "escalate" to and they said "admin team". I asked due to never receiving a reply from my email, it would be helpful to have that contact info so as to help me. They stated they were not allowed to share any additional info and that I was doing the "right thing" going thru them. When I asked why 7 emails were not replied to and I truly need the "next Level" for assistance due to this horrible service, they simply stated they understand my concern and will send another escalation. It is like a vicious circle,,,