MrPunter Casino - El jugador no puede acceder a la cuenta para realizar retiros.

Good night

I've been trying to access my account and withdraw my money for months, but I'm unable to. Furthermore, when I registered, I misspelled a character in my email address, and every time I send them messages, either to change my email address or to find a solution to access my account and withdraw my money, they tell me there's no associated account and refuse to help me. That's why I'm filing this formal complaint.

Buenas noches

Llevo meses intentando acceder a mi cuenta y poder retirar mi dinero pero es que me resulta imposible. Además se suma a que cuando me registré escribí mal un carácter en mi correo electrónico y cada vez que les envío mensajes ya se para cambiar el correo electrónico o para que me den una solución a la hora de poder acceder a mi cuenta y realizar mi retiro me dicen que no existe ninguna cuenta asociada y no me ayudan. Por esto presento esta queja formalizada.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible? Can you log in using the incorrect email address as your login information?
• Were you asked at any point to confirm your email address? (via a verification link or similar means)
• When was the last time you were in contact with casino support regarding the issue?
• Could you please list which documents you sent to the casino in order to verify your account and identity?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your more recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Good evening, sorry for the delay. I'll respond to each of the points you mentioned:

•No, I can't log in to my casino account. When I registered I could access it without any problems, the issue is that I made a mistake with one character when I entered my email address.

•No, it was never confirmed to me, and besides, the email address was the same except for that one. I received all the casino emails.

• On September 29th I contacted them again because I let it take too long.

• Of course, I sent them my National Identity Document (both sides), a selfie holding my ID card, nothing more was required of me.

• No, I didn't accept any bonus.

• I'd rather send the screenshots to your email address.

Thank you so much for your great work.

Receive a cordial greeting

Roberto ****

Buenas noches, disculpen la demora. Les voy respondiendo a cada apartado que me indican:

•Negativo, no puedo iniciar sesión en mi cuenta del casino. Cuando me registré sí que podía acceder sin problemas, el problema es que me confundí en un carácter cuando puse mi dirección de correo electrónico.

•Negativo, en ningún momento se me confirmó , además como la dirección de correo era la misma salvo ese . Me llegaban todos los correos del casino.

• El 29 de septiembre les volví a contactar porque lo dejé que se demorara mucho tiempo.

• Por supuesto, les envié mi Documento Nacional de Identidad por ambas caras, un selfie sujetando mi DNI, no se me requirió más.

• Negativo, no acepté ningún bono.

• Le envío las capturas de pantalla a su correo electrónico personalmente mejor.

Muchísimas gracias por su gran labor.

reciba un cordial saludo

Roberto ****

Thanks for your reply.

Unfortunately, the information you sent is low resolution and is therefore illegible.

Please send the responses you received from the casino in a format we can review.

Thanks in advance for your reply and cooperation.

Dear rmarquezcalavia94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good afternoon Tomás, please excuse me, I thought the photos would be visible. I'll send them to you today in better quality, don't worry. Thank you in advance for your help.

all the best

Roberto *****

Buenas tardes Tomás, discúlpeme pensé que se verían las fotografías. Se las envío hoy en mejor calidad no se preocupa. Agradeciendo de antemano su ayuda.

un saludo

Roberto *****

Dear rmarquezcalavia94,

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 ([email protected]). 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,

Tomas

Hello there,

Thank you rmarquezcalavia94 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 is unable to access the account and what we can do to help resolve this issue.

Thank you!

Dear rmarquezcalavia94,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

MrPunter team.

Dear rmarquezcalavia94,

In order to proceed further with your request we kindly suggest you to please attach the requested selfie to the email we have sent to you.

We need your official government ID + Selfie holding your ID, against our site (our website to be seen in your selfie) (The selfie can be taken with any other device. We only want a clear selfie as per the requirement).

We are looking forward for your update. 

Kind regards, 

MrPunter team. 

Dear rmarquezcalavia94, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!