MrPunter Casino - 引き出しが遅れて、プレイヤーのアカウントが閉鎖されました。

I played and lost at mr punter casino 1000 euros in a casino and I just won just 400 euros I withdrew it 25 days ago this happened. Since then they have been mocking me that the money will be in tomorrow and such with the climax of deleting the account and not having access to it telling me that it was an administrative decision without me having done anything. After conversations in the live chat and after I told them that I would take legal action they told me that my money would be credited in the next few days and already another ten days have passed and nothing. How can I take action please? Thanks in advance

Έπαιξα και έχασα στη mr punter kazino 1000 ευρώ σε καζίνο και μόλις κέρδισα μόλις 400 ευρώ τα έκανα ανάληψη πριν 25 μέρες έγινε αυτό .Από τότε με κοροϊδεύουν ότι από αύριο θα μπουν τα χρήματα και τέτοια με αποκορύφωμα να διαγράψουν το λογαριασμό και να μην έχω πρόσβαση σε αυτόν λέγοντας μου ότι ήταν απόφαση διοικητική χωρίς να έχω κάνει τίποτα. Μετά από συνομιλίες στο live chat και αφού τους είπα ότι θα κινηθώ νομικά με είπαν ότι θα πιστωθούν τα χρηματα μου τις επόμενες μέρες και ήδη έχουν περάσει άλλες δέκα μέρες και τίποτα . Πώς μπορώ να κινηθώ παρακαλώ;ευχαριστώ εκ των προτέρων

Dear player,

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.

Has the casino provided you with any specific reason for closing your account, or did they only refer to it as an "administrative decision" without further explanation?

Despite the account closure, did the casino confirm that your withdrawal would still be processed? If yes, do you have any written confirmation or chat transcript where they stated this?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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.

Good evening, the decision was purely an administrative decision, that's what they told me and nothing else. As for the bonuses, I played with my own money without activating any bonuses. I was not asked to identify the account, all they did was send me an email 2 days ago and asked for my IBAN and the bank where I have an account so they could credit me the money. So far nothing of course....

καλησπέρα η απόφαση ήταν καθαρά διοικητική απόφαση έτσι με είπαν κ τίποτα άλλο.Οσον αφορά τα μπόνους,έπαιξα δικά μου χρήματα χωρίς να ενεργοποιήσω κανένα μπόνους.Δεν μου ζητήθηκε να ταυτοποίηση το λογαριασμό το μόνο που έκαναν πριν 2 μέρες με έστειλαν μειλ και ζήτησαν το iban μου και και την τράπεζα που έχω λογαριασμό για να με πιστωσου τα χρήματα .Μέχρι τώρα τίποτα φυσικά ....

Dear player, has the casino sent you the €400 yet, or have you received any new communication from them?

Also, I just wanted to mention that I haven’t received any email from you yet. If you have any chat transcripts or communication with the casino, please send them to dominika.l@casino.guru or upload the screenshots here in the complaint thread.

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

Dear player,

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,

Dominika