MrPunter Casino - Das Spielerkonto wurde geschlossen, eine Rückerstattung wird jedoch abgelehnt.

Good day,

Unfortunately, I have to contact you again, hoping to get some help. I informed the casino in February that I have no control over my gambling. A few days ago, they still sent me promotional offers to encourage me to play. To me, this is clearly exploiting the weakness of an addict. After depositing another €500, I asked the casino to close my account and refund the money. They closed my account but are refusing a refund. What kind of player protection is it when, despite knowing about a player's addiction, they send bonus offers and even cash bonuses?

Guten tag,

Leider muss ich mich erneut an sie wenden, in der hoffnung etwas hilfe zu bekommen. Ich habe das casino im februar darüber informiert das ich keine kontrolle über mein spielverhalten habe. Vor ein paar tagen haben sie mir trotzdem wieder promotions geschickt um mich zum spielen zu animieren. Das ist für mich ganz eindeutiges ausnutzen der schwäche eines süchtigen. Ich habe das casino gebeten nachdem ich wieder 500€ eingezahlt habe mein konto zu schließen und mir das geld zu erstatten. Sie schlossen mein konto aber verweigern eine erstattung. Was ist das für ein spielerschutz wenn man trotz dem wissen einer sucht einem spieler bonusangebote und sogar cash bonis schickt?

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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 we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What was the justification for refusing a refund?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Dear justins99js,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru