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Good morning, I won some slots and after a few days my casino account was blocked and I can no longer access it to withdraw my funds.

Buongiorno ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò e non ci posso più accedere per prelevare i miei fondi.

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Stay safe.

Dear Sasaplay97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Can you please provide information when the account was registered and when was it blocked?

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,

Jean

Good morning, I have never been asked to verify my account and most of my winnings come from real money. I signed up around the end of December or beginning of January, and my account was blocked in the first week of February.

Buongiorno, la verifica non mi è stata mai richiesta e le mie vincite derivano per lo più da saldo reale, mi sono registrato verso fine dicembre inizio gennaio e l'account è stato bloccato alla prima settimana di febbraio.

Thank you for your response.

• Have you made any successful withdrawals before your account was blocked?
• Have you contacted customer support?
• Could you please send any relevant communication from customer support to my email jean.s@casino.guru?

No, I have never withdrawn money from my account. I contacted support several times, explaining that I was unable to log into my account, but after sending the requested documents, I received no response.

No non ho mai prelevato dal conto, ho contattato l'assistenza più volte spiegando l'impossibilità di fare log in nel conto e dopo aver inviato i documenti richiesti non ho ricevuto risposta.

Thank you for the information you have provided so far.

I understand how frustrating it must be to have your account blocked, especially after submitting the requested documents and receiving no further response from customer support. To assist you further in this mediation process, I kindly ask you to provide the following:

• The approximate date when you sent the requested documents.
• What documents did they request?
• Could you please forward the email from customer support to jean.s@casino.guru when they asked for the documents? Include all relevant communication, such as whether the casino has ever specified the reason for blocking your account or if they mentioned any pending verification steps. Include the image you attached from your previous message as I cannot see the image clearly.

Having these details will help us contact the casino with a complete overview of your situation and push for a clear explanation regarding the account block and the status of your winnings.

I sent all the required documentation via email, and support asked me if I could upload the required documents directly to the site, ignoring the inability to access my account.

The requested documents were submitted on March 25, 2026.

I sent the documents for identity verification, ID photo, selfie and proof of deposit.

I am attaching the various communications in the attachments.

Ho proceduto a inviare tutta la documentazione richiesta tramite tramite email, l'assistenza mi ha chiesto se potessi caricare i documenti richiesti direttamente sul sito ignorando l'impossibilità di accedere all'account.

I documenti richiesti sono stati inviati il 25 marzo 2026.

Ho inviato i documenti per la verifica dell'identità, foto carta di identità, selfie e prova del deposito.

Includo negli allegati le varie comunicazioni.

Thank your for your reply.

However, the screenshots shared about communication with email support are unfortunately too small and blurry for us to properly review the details. Could you please provide higher-quality images?

Please upload them as an attachment instead of pasting it together with your response as pasting the image lowers the quality of the image significantly. Alternatively, you may send them via email to jean.s@casino.guru.

I'll try to attach them like this and proceed to send them to the given email address as well.

provo ad allegarli cosi e procedo ad inviarli anche all'email data.

Dear Sasaplay97

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, Kubo, (jakub.m@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,

Jean Susor

Dear Sasaplay97,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from MrPunter Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear MrPunter Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Sasaplay97,

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.

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.

Dear Sasaplay97,

Thank you for your patience while we reviewed your documents.

We have just sent you a separate email requesting your bank details so we can process a manual withdrawal of your remaining balance. Please review those instructions and reply to that email at your earliest convenience.

Thank you for your cooperation.

Kind regards,

MrPunter Casino Team.

Dear MrPunter Casino,

Thank you for your response and for your willingness to resolve this matter.

Dear Sasaplay97,

Could you please review the casino’s email, follow the provided instructions, and let me know once the withdrawal of your remaining funds has been successfully completed?

Thank you.

Hi, I just replied and sent all the requested data

Salve, ho appena risposto e inviato tutti i dati richiesti

Dear Sasaplay97,

We are pleased to inform you that the withdrawal of your remaining balance has been successfully completed.

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.

Dear MrPunter Casino,

Thank you for your update and for the swift resolution of the player’s issue.

Dear Sasaplay97,

Could you please let us know once you have received your funds, so we can consider the matter resolved?

Thank you.

I have received the requested funds.

Ho ricevuto i fondi richiesti.

Hello Sasaplay97,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear Sasaplay97,

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,

Kubo