MrPunter Casino - Jugador quiere cerrar cuenta debido a adicción al juego.

Hello. Since January 31st, I have been sending emails to the support account requesting, PLEASE, that they close my account due to gambling addiction.

They do not respond or are evasive in their replies.

Since then, I have already deposited approximately 1000 EUR due to gambling addiction, which I have lost.

They won't close my account, and I'm afraid I'll keep spending my money.

Please help me.

Ola. Desde o dia 31 de janeiro que estou a enviar emails para a conta de suporte a solicitar, POR FAVOR, que encerrem a minha conta por motivos de vício de jogo.

Nao me respondem ou sao evasivos na resposta.

Desde esse dia, ja depositei aproximadamente 1000eur por motivos de vicio, que perdi.

Nao me encerram a conta e tenho receio de continuar a gastar o meu dinheiro.

Por favor ajudem-me

Dear playerfromportugalmn,

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 the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear playerfromportugalmn,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.