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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 tomas@casino.guru, 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 (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,

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!

Dear rmarquezcalavia94,

On November 22, 2025, via email as well as on this same thread, we had clearly requested you to attach and share the required selfie, to the email we had sent to you, for us to proceed further. We never received your email till date.

Please note, everything should be in one selfie. [Your selfie holding your ID and simultaneously showing our website in the background] and for our relevant team to check this further we request you to please attach the required selfie to the email which we have sent to you once again.

We are looking forward for your update. 

Kind regards, 

MrPunter Casino team.

Good night,

I confirm that I have already replied to your email to verify my account.

I await your confirmation.

Thank you,

Roberto M*** C***

Buenas noches,

Les confirmo que ya he respondido a su correo electrónico para verificar mi cuenta.

Quedo a la espera de su confirmación.

Gracias,

Roberto M*** C***

Dear rmarquezcalavia94,

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 Casino team.

Good morning,

I am writing to inform you that I have fully complied with my part and with all the actions that you have required of me.

To this day, I still have not received a solution or definitive confirmation, so I await your response and the refund of the corresponding money as soon as possible.

Buenos días,

Les comunico que ya he cumplido íntegramente con mi parte y con todas las actuaciones que me han sido requeridas por su parte.

A día de hoy, sigo sin recibir una solución ni confirmación definitiva, por lo que quedo a la espera de su respuesta y de que se proceda a la devolución del dinero correspondiente a la mayor brevedad posible.

Dear rmarquezcalavia94,

Thank you for your patience. Please be informed that your account has been verified.

In order for us to proceed with the manual withdrawal, you will need to send us the following bank account information:

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

• E-mail

• Bank Account’s Owner name

• IBAN

• BIC

• Bank Name

• Bank location (Country)

Best Regards,

MrPunter Casino team.

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 morning:

Please excuse the delay in responding. I take this opportunity to wish you a happy New Year.

I would like to request, if possible, the enabling of withdrawals of my funds via crypto, as this is the most convenient method for me at this time.

I await your confirmation or any additional information you may need from me.

Thank you very much for your attention.

all the best

Roberto M***

Buenos días:

Disculpen la demora en responder. Aprovecho la ocasión para desearles un feliz Año Nuevo.

Quisiera solicitar, si fuera posible, la habilitación del retiro de mis fondos a través del método cripto, ya que es el método que me resulta más conveniente en este momento.

Quedo a la espera de su confirmación o de cualquier información adicional que necesiten por mi parte.

Muchas gracias por su atención.

un saludo

Roberto M***

Dear rmarquezcalavia94,

We are currently processing a manual withdrawal for your account. To ensure the secure and accurate transfer of your funds, please provide us with a valid destination wallet address for one of the following supported cryptocurrencies:

• BTC (Bitcoin)
• LTC (Litecoin)
• DOGE (Dogecoin)
• ETH (Ethereum)
• USDC (ERC20 Network only)

Please note: We do not support USDT for this transaction.

Once we receive your wallet details, our payments team will proceed with the processing of your request.

Best regards,

MrPunter Casino Team.

Dear rmarquezcalavia94,

Thank you for providing your wallet details.

We have forwarded the details to the relevant team, 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 and for the delay. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

MrPunter Casino Team.

Dear rmarquezcalavia94,

We are pleased to inform you that your manual withdrawal has been successfully processed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

MrPunter Casino Team.

Thank you very much for the update MrPunter Casino representative.

Dear rmarquezcalavia94, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning,

I confirm that I have received the withdrawal correctly.

Thank you so much for your help.

All the best,

Buenos días,

Confirmo que ya he recibido el retiro correctamente.

Muchas gracias por su ayuda.

Un saludo,

Dear rmarquezcalavia94,

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,

Peter