Complaint #18
MrPunter Casino
Encouragement to gamble after account closure
1 week ago
Dear AskGamblers,
I am asking for your assistance in resolving a complaint against MrPunter. I have attempted to resolve this matter directly with the casino, but despite repeated follow-up emails they have now stopped responding.
My complaint relates to the way MrPunter handled my account after I disclosed gambling-related harm and repeatedly requested account closure and self-exclusion.
Timeline
22 August 2025 I informed MrPunter in writing:
"I have gambling addiction so that's why I'd like to self exclude."
MrPunter acknowledged my request.
24 October 2025 I again contacted MrPunter explaining that I was spending too much money and that it was impacting me.
Later that day MrPunter confirmed:
"Your account has now been successfully closed as per your request."
I believed my account had been closed.
16 November 2025 Despite my previous closure, I received a VIP email encouraging me to return to gambling, offering:
€100 cash bonus
5% cashback
60% deposit bonus
The email invited me to reactivate my account.
18 November 2025 After receiving the promotional email, I contacted MrPunter again regarding closure.
Instead of confirming that my previous closure remained in place, I received another email stating that my account closure request was now being reviewed.
This left me confused because my account had already been confirmed as closed in October.
27 January 2026 I again emailed MrPunter stating:
"I'd like to close my account please as my gambling has become problematic."
29 January 2026 I requested that my account be closed indefinitely because the withdrawal process encouraged me to reverse withdrawals and continue gambling.
23 March 2026 I again requested:
Immediate account closure.
Permanent self-exclusion.
That I should never be permitted to open another account.
Removal from all marketing communications.
24 March 2026 Rather than immediately enforcing my request for permanent self-exclusion, my VIP manager replied by attempting to retain me as a customer.
I was offered:
faster withdrawals,
direct VIP assistance,
and an €80 bonus if I continued playing.
I believe this was inappropriate given my repeated requests for closure and self-exclusion.
Current Position
I have since submitted a formal complaint together with a Subject Access Request.
Despite numerous follow-up emails, MrPunter are no longer responding.
Resolution Requested
I respectfully ask AskGamblers to investigate:
Why my account could be reactivated after closure.
Why I continued receiving VIP promotions after requesting closure.
Why my repeated requests for self-exclusion were not permanently enforced.
Whether MrPunter complied with its responsible gambling obligations.
Whether appropriate redress should be considered for gambling that occurred after these failures.
I have attached all supporting emails and screenshots in chronological order.
Thank you for your assistance.
Kind regards,
Name with askgamblers
I am asking for your assistance in resolving a complaint against MrPunter. I have attempted to resolve this matter directly with the casino, but despite repeated follow-up emails they have now stopped responding.
My complaint relates to the way MrPunter handled my account after I disclosed gambling-related harm and repeatedly requested account closure and self-exclusion.
Timeline
22 August 2025 I informed MrPunter in writing:
"I have gambling addiction so that's why I'd like to self exclude."
MrPunter acknowledged my request.
24 October 2025 I again contacted MrPunter explaining that I was spending too much money and that it was impacting me.
Later that day MrPunter confirmed:
"Your account has now been successfully closed as per your request."
I believed my account had been closed.
16 November 2025 Despite my previous closure, I received a VIP email encouraging me to return to gambling, offering:
€100 cash bonus
5% cashback
60% deposit bonus
The email invited me to reactivate my account.
18 November 2025 After receiving the promotional email, I contacted MrPunter again regarding closure.
Instead of confirming that my previous closure remained in place, I received another email stating that my account closure request was now being reviewed.
This left me confused because my account had already been confirmed as closed in October.
27 January 2026 I again emailed MrPunter stating:
"I'd like to close my account please as my gambling has become problematic."
29 January 2026 I requested that my account be closed indefinitely because the withdrawal process encouraged me to reverse withdrawals and continue gambling.
23 March 2026 I again requested:
Immediate account closure.
Permanent self-exclusion.
That I should never be permitted to open another account.
Removal from all marketing communications.
24 March 2026 Rather than immediately enforcing my request for permanent self-exclusion, my VIP manager replied by attempting to retain me as a customer.
I was offered:
faster withdrawals,
direct VIP assistance,
and an €80 bonus if I continued playing.
I believe this was inappropriate given my repeated requests for closure and self-exclusion.
Current Position
I have since submitted a formal complaint together with a Subject Access Request.
Despite numerous follow-up emails, MrPunter are no longer responding.
Resolution Requested
I respectfully ask AskGamblers to investigate:
Why my account could be reactivated after closure.
Why I continued receiving VIP promotions after requesting closure.
Why my repeated requests for self-exclusion were not permanently enforced.
Whether MrPunter complied with its responsible gambling obligations.
Whether appropriate redress should be considered for gambling that occurred after these failures.
I have attached all supporting emails and screenshots in chronological order.
Thank you for your assistance.
Kind regards,
Name with askgamblers
Screenshot
