MrPunter Casino - La cuenta del jugador ha sido cerrada.

I made a deposit of €10 and got a bonus of 200 spins. I made the required turnover that it wanted and then proceeded to withdraw the €450 specifically 1/7. I sent them a message to tell me when my money would be credited and they answered me everything was fine, it was just that there was a workload until today I suddenly logged into my account and found that my account had been closed. I asked the reason for this and they replied that it was an administrative decision. I did not violate any rules and I have made several deposits at this casino but it is a scam. I have also informed my lawyer and I am waiting for them to send me the casino details so that I can file a lawsuit. I am also attaching images from the conversations.

Έκανα μια κατάθεση των 10€ και πήρα ένα μπόνους 200περιστροφες. Έκανα τον απαιτούμενο τζίρο που ήθελε και μετά προχωρησα σε ανάληψη τών 450€ συγκεκριμένα 1/7. Τους έστειλα μήνυμα να μου πουν πότε θα πιστωθούν τα χρήματα μου και μου απαντούσαν όλα καλά απλά υπάρχει φόρτο εργασίας μέχρι που σήμερα ξαφνικά μπήκα στον λογαριασμό μου και διαπίστωσα ότι μου έκλεισαν τον λογαριασμό. Ρώτησα τον λόγο που έγινε αυτό και μου απάντησαν διοικητική απόφαση. Δεν παραβίασα κανένα κανόνα και έχω κάνει αρκετές καταθέσεις στο συγκεκριμένο καζίνο αλλά είναι απάτη. Έχω ενημερώσει και τον δικηγόρο μου και περιμένω να μου στείλουν τα στοιχεία του καζίνο να προχωρήσω σε μήνυση. Σας καταθέτω και εικόνες από τις συνομιλίες.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. To better understand your situation, could you please provide us with the following details:

• Have you passed the full KYC verification or at least submitted any identity documents to the casino for verification?
• Did you receive any specific reason for the closure of your account beyond "administrative decision"?
• Has the casino informed you if your withdrawal would be processed or if your winnings were confiscated?
• Could you kindly send me a screenshot or a link to the bonus you activated and played with?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I was never asked to verify my account. I have not received any response as to why my account was closed or if my winnings have been confiscated. I have also sent them an email and they are not responding.

A while ago I sent them a message in the chat that it will be done with my withdrawal and they were mocking me that everything is fine. I am also sending you screenshots.

And they keep making fun of me, I'm sending you photos again

Δεν μου ζητήθηκε ποτέ να κάνω ταυτοποίηση λογαριασμού. Δεν έχω λάβει καμία απάντηση για τον λόγο που μου έκλεισαν τον λογαριασμό ούτε για τα κέρδη μου εάν έχουν κατασχεθεί. Τους έχω στείλει και eMail και δεν απαντάνε.

Προ ολίγου τους έστειλα μήνυμα στο chat το θα γίνει με την ανάληψη μου και αυτοί με κορόιδευαν ότι είναι όλα εντάξει. Σας αποστέλλω και στιγμιότυπα.

Και συνεχίζουν να με κοροϊδεύουν σας αποστέλλω πάλι φωτογραφίες

Thank you for the screenshots.

Am I correct in understanding that the casino blocked your account because the platform no longer provides services to players from Greece?

Have you received any updates regarding the withdrawal of your remaining balance in the meantime?

Also, could you please let me know what types of games you played before the account was closed?

They finally deposited the money but closed the account without telling me why.

Τα έβαλαν τα λεφτά τελικά αλλά τον λογαριασμό τον έκλεισαν χωρίς να μου πουν τον λόγο

Thank you for the update.

Since the casino paid out your entire balance before closing your account, we consider their actions to be fair and in line with standard terms. It also appears that the casino has stopped accepting players from Greece, which may explain why your account was closed. Please note that a casino has the right to close a player’s account at any time, provided that all funds are returned to the player beforehand. As your balance was fully paid out, we’re unfortunately unable to assist you further with this matter. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz