MrPunter Casino - Igrački nalog je zatvoren bez objašnjenja.

After opening an account at MrPunter casino and making a deposit, the casino closed my account without any prior notice.

In that casino I have used both roulette and sports betting.

When I tried to log in, I received a message that my account had been sent for review.

After about 20 days, during which I exchanged emails with the casino, I received an email stating that my account had been permanently closed in accordance with their terms and conditions.

I want to state for the record that at no time have I taken any action that violates its terms, beyond having been more accurate in the bets I have made.

Following the communication I received from the casino, I have written on several occasions stating that I accept their decision to close my account, but requesting instructions on how to recover my account balance.

However, I can't get an answer from them on how to do it; they respond with emails that have nothing to do with my request or simply don't reply at all.

It is for this reason, and given the abuse that the casino is exerting on me and my assets, and given the feeling of helplessness I feel, that I have decided to turn to casinoguru.

Greetings

Tras abrir una cuenta en el casino MrPunter y realizar un ingreso el casino ha cerrado mi cuenta sin precio aviso.

En dicho casino he usado tanto la ruleta como apuestas deportivas.

Al intentar acceder recibía el mensaje de que mi cuenta había sido enviada a revisión.

Tras unos 20 días, en los que he intercambiado correos electrónicos con el casino, he recibido un correo en el que me indican que mi cuenta ha sido cerrada de forma permanente de acuerdo a sus términos y condiciones.

Quiero dejar constancia, que en ningún momento he realizado ninguna acción que incumpla sus términos, más allá de haber estado más acertado en las apuestas que he realizado.

Tras la comunicación recibida por parte del casino he escrito en varias ocasiones comunicando que acepto si decisión de cerrar mi cuenta pero que me indique. La forma de proceder para recuperar el saldo de mi cuenta.

Sin embargo, no consigo que me den una respuesta sobre como hacerlo, respondiéndome con email que nada tienen que ver con mi solicitud o simplemente no respondiéndome

Es por este motivo, y ante el abuso que el casino está ejerciendo sobre mi persona y mi patrimonio y dado el sentimiento de indefensión que siento he decidido recurrir a casinoguru.

Saludos

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Stay safe.

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your 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 morning Tomas, I opened an account at the casino on November 13, 2025, making a deposit of €150 that same day.

The casino never informed me that my account was going to be closed, and it was on December 21st when, upon trying to log in, I received a message indicating that I could not access my account because it had been sent to the review center.

I did not accept any bonus of any kind as I have had bad experiences and prefer not to.

I will now send the requested information to the email address provided.

Thank you so much,

All the best

Buenos días Tomas, me abrí una cuenta en el casino el día 13 de noviembre de 2025 haciendo ese mismo día un ingreso de 150€.

El casino en ningún momento me comunica que mi cuenta va a ser cerrada y es el día 21 de diciembre cuando al intentar entrar me aparece un mensaje en el que me indican que no puedo acceder debido a que mi cuenta ha sido enviada al centro de revisión.

No acepté ningún bono de ningún tipo ya que he tenido malas experiencias y prefiero no hacerlo.

Procedo a enviar la información solicitada al correo facilitado.

Muchas gracias,

Un saludo

Dear lumega,

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, Romi (romana.r@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

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MrPunter Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MrPunter Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Good morning Romi, in the last few days the casino has contacted me to request the necessary documentation for account verification. However, after a week I still haven't even received an email acknowledging receipt.

The casino's procedure remains the same: to confuse the customer in order to avoid returning the money they had in their account.

Greetings

Buenos días Romi, en estos últimos días el casino ha contactado conmigo para solicitarme la documentación necesaria para la verificación de la cuenta. Sin embargo, tras una semana sigo sin tener ni siquiera un correo respondiendo que la han recibido.

El procedimiento del casino sigue siendo el mismo, marear al cliente para intentar no devolver el dinero que tenía en su cuenta.

Saludos

Dear lumega,

Thank you for sharing the the requested documents. We have sent the details to our relevant team and we will make every effort to assist you and provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

MrPunter Casino team.

Good afternoon, I greatly appreciate your willingness to resolve the problem and I would be happy to upload the documents through the website if I had access to it.

Since the problem is that my account was closed without prior notice, I find it quite difficult to access it and enter the verification tab.

Therefore, and with the aim of expediting the resolution of the problem, I will send you the requested documentation through the email address on your website, unless you have other instructions.

All the best

Buenas tardes, agradezco enormemente su predisposición a resolver el problema y estaría encantado de subir los documentos a través de la web si tuviera acceso a ella.

Dado que el problema en cuestión es que mi cuenta fue cerrada sin previo aviso, veo bastante complicado acceder a ella y entrar en la pestaña de verificación.

Por tanto, y con el objetivo de agilizar la resolución del problem le mandaré la documentación solicitada a través del correo electrónico de su web, a no ser que usted disponga otra cosa.

Un saludo

Dear lumega,

Following a review of your account in relation to your concerns, we would kindly request you to please share a screenshot of the error message as we can see your account is not blocked and you should be able to upload the requested documents. Once we receive the screenshot we should be able to help you further accordingly.

We are looking forward to your update.

Kind regards,

MrPunter Casino team.

Good afternoon, I've attached the requested screenshot. The account was blocked by your casino two months ago and has remained that way ever since. Please proceed to refund the balance that was in the account.

Greetings

Buenas tardes, le adjunto la captura de pantalla solicitada. La cuenta fue bloqueada por su casino hace dos meses y permanece igual desde entonces. Le ruego proceda a devolver el saldo que había en la cuenta.

Saludos

The casino previously informed me via email that my account has been permanently closed.

I currently cannot access my account.

Please let me know how I can verify my information if the account is closed and I don't have access.

I request that the casino:

– temporarily enable me access to the account so I can complete the verification, or

– Please provide an alternative method of verification via email.

I want to state for the record that I am fully willing to verify my identity and cooperate, but I cannot log in.

I have attached evidence:

1) The casino does not allow me access to my account.

2) The casino has informed me that my account has been closed.

El casino me informó previamente por correo electrónico de que mi cuenta ha sido cerrada permanentemente.

Actualmente no puedo acceder a mi cuenta.

Les ruego que indiquen cómo puedo verificar mis datos si la cuenta está cerrada y no tengo acceso.

Solicito que el casino:

– me habilite temporalmente el acceso a la cuenta para poder completar la verificación, o

– me indique un método alternativo de verificación por correo electrónico.

Quiero dejar constancia de que estoy totalmente dispuesto a verificar mi identidad y colaborar, pero no puedo iniciar sesión.

Adjunto pruebas:

1) El casino no me permite el acceso a mi cuenta.

2) El casino me ha comunicado que mi cuenta ha sido cerrada.

Good morning, the card used for the deposit is a Revolut virtual card.

Revolut does not allow taking photos or screenshots of the virtual card, so it is impossible to send the document they are requesting.

I have replied to the email they sent me, attaching the official Revolut document showing my details as the cardholder and the use of the card (statement for the month of November where I made a deposit at MrPunter).

I request confirmation that this document is valid to complete the verification

Buenos días, la tarjeta utilizada para el depósito es una tarjeta virtual de Revolut.

Revolut no permite realizar fotografías ni capturas de la tarjeta virtual por lo que es imposible enviar el documento que me solicitan.

He respondido al email que me han enviado adjuntando el documento oficial de Revolut donde se muestran mis datos como titular y el uso de la tarjeta (extracto mes de noviembre donde hice ingreso en MrPunter).

Solicito confirmación de que este documento es válido para completar la verificación

Dear lumega,

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

MrPunter Casino 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 lumega,

Following our review, please provide the following documentation to proceed:

• Selfie ID AOS: Please upload a selfie photo holding your ID document with our website in the background. It should look like this - https://prnt.sc/U7uYMZgKwLuf. Please ensure the website background is clearly visible and the image is of high quality.

• Transaction History: Please submit statements for the card: 535456******5015 for November and December 2025. Please ensure that the transaction history provided is original and has not been edited or modified. The document must be exactly as issued by payment provider, without any alterations or hidden details. As it is necessary to review all transactions and deposits, including those made to our account, 

• Proof of Ownership: Provide front and back images of the card: 535456******5015. For security, please ensure only the first six and last four digits are visible. The middle six digits and the CVV code must be covered, documents that do not have this information obscured will not be accepted.

Please attach and share the requested details by replying to the email we recently sent to you.

Thank you for your cooperation. We look forward to receiving these details.

Kind regards,

MrPunter Casino team.

Good afternoon, for the second time I have sent the requested documentation in response to the email sent to me by the casino.

I reiterate that the card used is a Revolut virtual card that cannot be photographed or captured, so I am sending you the certificate issued by Revolut which proves that the card is in my name.

Greetings

Buenas tardes, por segunda vez he enviado la documentación solicitada respondiendo al correo electrónico que me ha enviado el casino.

Le reitero que la tarjeta empleada es una tarjeta virtual de Revolut que no puede ser fotografiada ni capturada por lo que le envió el certificado que emite Revolut donde se demuestra que esa tarjeta está a mi nombre.

Saludos

Thank you, both, for your cooperation.

Dear user,

We will wait for your update, then.

Regards,

Romi

Dear lumega,

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, I sent all the documentation a week ago, I received an email requesting my information to proceed with the payment but I have not yet received the money or a reply to that email.

As soon as I receive any information, I will share it here for your awareness.

Thanks again and best regards

Buenas tardes, envié toda la documentación hace una semana, he recibido un correo donde me solicitan mis datos para proceder al pago pero aun no he recibido el dinero ni contestación a ese correo.

En cuanto reciba algún tipo de información lo comunicaré por aquí para su conocimiento.

Gracias nuevamente y saludos

Good morning, I still haven't received the money. I'm waiting and will keep you updated on any developments.

Greetings

Buenos días, sigo sin recibir el dinero. Me mantengo a la espera e iré informando de cualquier novedad.

Saludos

Dear lumega,

We realized that you had used your card to deposit. Therefore, in order to proceed with a manual withdrawal of the balance amount of 821 EUR, we kindly suggest you to please share bank details by replying to our recent email.

We look forward to receiving these details at your earliest convenience.

Kind regards,

MrPunter Casino team.

Good morning, I have just sent you the requested information by email.

All the best

Buenos días, le acabo de enviar por correo electrónico la información solicitada.

Un saludo

Dear lumega,

In order to proceed with a manual withdrawal of the balance amount of 821 EUR, we kindly suggest you to provide the banking details associated with your account for your country of residence, as previously registered on our website.

• 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 : 

Please reply with the required details to our recent email.

We look forward to receiving these details at your earliest convenience.

Kind regards,

MrPunter Casino team.

Hello, I have again sent you the requested information via email.

Greetings

Buenos, nuevamente le he enviado la información solicitada a través del correo electrónico.

Saludos

Dear lumega,

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 evening Romi, I am still waiting for the casino to process the payment.

Once the money has been received, I will notify you so that the process can be closed.

All the best

Buenas noches Romi, sigo a la espera de que el casino proceda al pago.

En el momento en el que se acredite el ingreso del dinero lo comunicare para que el proceso sea cerrado

Un saludo

Good morning, I just received the money that the casino had withheld.

I am extremely grateful for the help provided by Casinoguru and especially to Romi for her work.

As far as I'm concerned, the problem has been resolved and the claim can be closed.

Buenos días, acabo de recibir el dinero que tenía retenido el casino.

Agradezco enormemente la ayuda prestado por Casinoguru y especialmente a Romi por la labor realizada.

Por mi parte el problema ha sido resuelto y la reclamación puede ser cerrada.

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

Dear lumega,

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,

Romi