MrPunter Casino - Zahtev igrača za zatvaranje naloga se ignoriše.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino via email, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

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 appreciate that is the case but even with that being the case when I asked and even told them J have a gambling issue they still didn’t action my request which by definition means they failed in there duty of care. I couldn’t put all the screenshots in the complaint but I’ll add a couple here where you can clearly see I told them I had issues.

Thank you for the screenshots.

I can see that the live chat agent informed you that self-exclusion is possible via email only. Please note that chat support often does not have full access to players' accounts, and for self-exclusion to be properly processed, an email must be sent. It’s also important that you contact the casino from the same email address you used to register your account.

So far, I have received only one forwarded copy of your email to the casino, and there was no mention of the reason why you wanted to close your account. Could you please confirm whether you mentioned the reason for the closure in any of the emails you sent? If so, kindly forward those emails to me at veronika.f@casino.guru.

Without this evidence, we won't be able to proceed with the investigation of your case.

As much as that is the case the agent actually told me on the chat that they would get it sorted as every time I was emailed I wasn’t getting a reply or any they totally ignored my request. Their own t&cs state that cancellation can be done via web chat or email.

After sending another 5 emails they have eventually closed my account. I am now waiting on seeing if they will refund me. I feel that the way I’ve been treated and the fact that they didn’t take action when I advised them I had a gambling problem needs to be addressed. I’ve caused myself soo much pain. Because they didn’t take action. Also I closed my previous complaint regarding withdrawals without actually getting paid out. As I said I have a gambling issue after waiting 17 days I ended up cancelling the withdrawals and losing all £1500. I did say to them you are waiting for your lose the money that’s why your not paying out because you know I have an addiction.

Thank you for the update. Although emails sent to both your googlemail and gmail addresses arrive in the same inbox, please note that the casino may treat these as separate accounts in their internal system. That's why it is important to always use and specify the exact email address you registered with when contacting the casino.

Additionally, I have not yet received any emails from you that specifically mention the reason for requesting your account closure. If gambling addiction was not stated as the reason in your communication, we will unfortunately not be able to assist with a refund.

Firstly I did use the right email address I’ve always used Googlemail but it was changed by them and now whenever I send an email it sends as gmail and I can’t change that no matter what. Im trying to locate the emails as I’ve got replies to emails from them but the actually original email is missing. I’m doing a Data Subject Request to find l get everything I can and once I do I’ll provide the proof

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

Dear sheedypops76,

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,

Veronika