MrPunter Casino - A conta do jogador está fechada desde março.

Hello, my account has been closed since March 24, 2025, due to an administrative decision. The casino simply tells me to try again later and hasn't done anything for over two weeks. I want my money back.

Hallo, seit dem 24.03.25 ist mein Konto aufgrund einer Verwaltungsentscheidung geschlossen. Das Casino behauptet einfach, ich solle es später noch einmal versuchen und unternimmt gar nichts seit über zwei Wochen. Ich möchte mein Geld zurück bekommen.

Dear AK1982888,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you completed account verification in the casino? Were you asked to submit any documents necessary for verification recently or in the past?

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

Hello, I registered there on November 24, but only made deposits and haven't played anything yet. Suddenly, the account is closed. No KYC was requested, and I hadn't requested a withdrawal at that time either.

Hallo, ich hatte mich im November 24 dort registriert, aber nur eingezahlt bisher, nichts gespielt. Plötzlich ist das Konto zu. Es wurden keine KYC angefragt, ich hatte ja auch keine Auszahlung angefragt zu dem Zeitpunkt.

Dear AK1982888,

Has the casino acted to return your deposited funds since your last post?

When was the last time you deposited in the casino, and how much was your balance? Is the disputed amount accurate?

Hello, I deposited 12 euros there and haven't played at all yet. I haven't heard anything from them since. I have the feeling they don't even know why my account was closed.

Hallo, ich hatte 12 Euro dort eingezahlt und noch gar nicht gespielt. Keine Rückmeldung mehr von denen. Ich habe das Gefühl, dass die selber nicht mal wissen, wieso mein Konto geschlossen wurde.

Thank you very much, AK1982888, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear AK1982888,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MrPunter Casino representative to join this conversation and participate in resolving this complaint.

Dear MrPunter Casino,

Could you please comment on the situation?

Thank you in advance for providing the information.

Dear AK1982888,

Kindly be advised that after checking your account we can see that your gaming account is open since you have created it, and you can login and see that your balance is there.

Thank you for understanding and have a great day.

Best Regards,

MrPunter Team

Hello AK1982888,

Could you confirm that you can login to your account and see your balance?

I'll be awaiting your reply.

Hello, I can't log in. If they don't believe me, I'll gladly give Casinoguru my password for verification.

Hallo, ich kann mich NICHT einloggen. Wenn man mir nicht glaubt, gebe ich Casinoguru gerne mein Passwort zur Überprüfung.

Dear MrPunter Casino,

It appears that the player is unable to log in indeed. Could you comment on this?

I'll be awaiting your reply.

Dear AK1982888,

Kindly asking you to use the reset password method in order to enter into your account.

Please go into section (Forgot your password) fill the details and you will receive a new password in your email.

Thank you for understanding.

Best Regards,

MrPunter Team

When I try that, it doesn't work either. See attachment.

Wenn ich das versuche, geht es auch nicht. Siehe Anhang.

Dear MrPunter Casino,

Could you comment on the situation? What should the player do to log in to the account?

I'll be awaiting your reply.

Dear AK1982888,

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 by email.

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

Dear MrPunter Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

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 AK1982888,

Thank you for your patience.

Kindly be advised that after double-checking your account, we cannot locate any issue.

The account is with status (open).

Please make sure that you enter into your account with the correct email you registered and correct password.

Best Regards,

MrPunter Team

Of course I enter the correct password, otherwise I wouldn't see "your account is under review".

We're apparently not getting anywhere here, because the casino continues to claim that my account is open and there are no problems. I'm happy to give casinoguru my username and password if they don't believe me.

Now they're finally paying out my money, dear Mrpunter Casino, even though I can no longer access my account. This problem has been going on for six weeks.

Natürlich gebe ich das richtige Passwort ein, sonst würde mir doch nicht angezeigt werden "your account is under review".

Wir kommen hier anscheinend nicht weiter, weil das Casino weiterhin behauptet, dass mein Konto offen sei und keine Probleme da sind. Ich kann casinoguru gerne meinen Benutzernamen und das Passwort geben, wenn man mir nicht glaubt.

Nun zahlen sie endlich mein Geld aus, liebes Mrpunter Casino, wenn ich nicht mehr in mein Konto komme. Seit 6 Wochen besteht das Problem schon.

Dear AK1982888,

As part of our standard verification process, we kindly request that you provide the following documents to complete the verification of your account:

• Proof of Identity (ID): A valid government-issued ID such as a passport, driver's license, or national ID card (back and front).
• Proof of Address: A recent utility bill, bank statement, or government correspondence dated showing your full name and address.
• Selfie of you with your ID with visible our site in the background as well.

Please ensure all documents are clear and legible.

Your prompt attention to this matter will help us finalize the verification and avoid any delays in accessing your account.

If you have any questions, feel free to contact us.

Best Regards,

MrPunter Team

I have just sent you the documents by email.

Ich habe Ihnen die Dokumente gerade per Mail zukommen lassen.

Dear AK1982888,

Kindly be advised that after the relevant department checked your gaming account and due to casino administration decision, the account will remain closed and cannot be reopened.

Also be advised that we will refund you the deposit amount you just need to provide us with bank details

Full Name (please include all names, including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

or either crypto address DOGE , USDC or LTC.

Best Regards,

MrPunter Team

Hello, I've just emailed you the necessary information. I'll let you know as soon as the money arrives.

Hallo, ich habe Ihnen die erforderlichen Informationen gerade per Email geschickt. Sobald das Geld eingegangen ist, sage ich hier Bescheid.

Dear AK1982888,

Thank you for the provided information.

Your deposit will be refunded into your bank account in short period of time.

We appreciate your patience and have a great day.

Best Regards,

MrPunter Team

Hello, I just received my money. Thanks Casinoguru.

Hallo, ich habe mein Geld gerade erhalten. Danke Casinoguru.

Dear AK1982888,

We're glad to hear that your issue has been resolved. 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,

Stefan, Casino.Guru