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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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 [email protected], 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 ([email protected]). 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.