MrPunter Casino - La cuenta del jugador está cerrada y el retiro está retrasado.

MrPunter has blocked my account without offering any valid justification and, in addition, has cancelled a withdrawal of €40 that had already been requested and which corresponds to legitimately obtained funds, improperly withholding my money.

To date, I have not been provided with any explanation regarding the reasons for the account being blocked or the withdrawal being cancelled, nor has any solution been offered to resolve the situation.

I have tried to contact customer service on several occasions, without receiving any response after more than 13 working days, which demonstrates a total lack of professionalism, transparency and respect for the customer.

I demand an immediate response and the full refund of the €40 withheld.

MrPunter ha procedido al bloqueo de mi cuenta sin ofrecer ninguna justificación válida y, adicionalmente, ha cancelado un retiro de 40 € que ya había sido solicitado y que corresponde a fondos legítimamente obtenidos, reteniendo mi dinero de forma indebida.

Hasta la fecha, no se me ha proporcionado ninguna explicación sobre los motivos del bloqueo de la cuenta ni sobre la cancelación del retiro, ni se ha ofrecido ninguna solución para resolver la situación.

He intentado contactar con el servicio de atención al cliente en varias ocasiones, sin obtener respuesta alguna tras más de 13 días laborables, lo que demuestra una falta total de profesionalidad, transparencia y respeto hacia el cliente.

Exijo una respuesta inmediata y el abono íntegro de los 40 € retenidos.

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Dear girasol,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

I placed bets on slots, and when I requested a withdrawal, it didn't ask for verification (nor would it allow me to; a message appeared indicating that verification wasn't necessary). This was all without a bonus. I tried to contact them but received no response. Thank you very much.

En slots aposté, no me solicitó verificación al solicitar el retiro (ni me permitía hacerlo, aparecia un mensaje que indicaba que no hacía falta verificarme). Todo esto fue sin bono. Trate de contactar con ellos pero no recibí respuesta. Muchas gracias.

Dear girasol,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Thank you for your response. Is there any chance that someone from your household or using the same IP also created an account at this casino? Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.

No, I don't live with anyone who plays online, and I've never used a VPN or know how to use one. Thanks.

No, no convivo con nadie que juegue en línea y nunca he usado una vpn ni se cómo se utiliza. Gracias.

Dear girasol,

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 (peter.c@casino.guru). 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,

Attila

Hello there,

Thank you girasol 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's account was closed and what we can do to help the player receive their winnings.

Thank you!

Dear All,

We are writing to acknowledge that we have received your inquiry and are currently reviewing the details of your case.

Please rest assured that we are working to complete the review as quickly as possible.

Thank you for your patience.

Best regards,

MrPunter Team.

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 girasol,

Thank for your patience.

In order to proceed with your request, we require the following banking details to be provided in full:

Full Name: (Please include all names, including middle names)

Email Address:

Bank Account Holder Name:

IBAN:

BIC/SWIFT:

Bank Name:

Bank Location: (Country)

Please ensure that all information provided is accurate and matches the details held by your financial institution.

Once this information is received, we will continue with the review of your case.

Regards,

MrPunter Team.

Dear girasol,

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.

Dear girasol,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

MrPunter Team.

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 Girasol,

Thank you for reaching out to us.

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

We appreciate your ongoing patience while we finalize this process.

Kind regards,

MrPunter Team.

Dear Girasol,

We appreciate your patience.

We are writing to confirm that your balance of €40 EUR has been successfully processed and completed on our end.

Please note that, depending on your bank or payment provider's processing times, it may take additional time for the amount to reflect in your account.

Best Regards,

MrPunter Team.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear girasol,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter