I have had withdrawals from Mr Punter many times now even after they have continued to ignore me asking 3 times to close my account even after I replied to their emails that asked me if I was sure if I wanted to close the account and which I replied that I did want it to close it was still open to play. I've actually won since I asked for the account to be closed but do have proof of how much I put in and how much I got back from them since I asked for it to be closed. But overall I'm still down from how much I lost before I ever asked for it to be closed as that is the reason why I asked for it to be closed in March in the first place and then ever since been up and down again but working it out from the amount of withdrawals I've had from what I've put in since I made my request to self exclude on 4th March I've been up since then overall but overall still so much lost for what I keep putting back in again and again and from what I'd put in before 4th March. But there is 3 transactions recently where I requested ￡500 each time and 3 of them all sent much less than that. The first one was ￡15.92 short the second was ￡14.50 short and the third which I received today was ￡17.69 short of the requested ￡500 which makes over the 3 transactions ￡48.11 which as it's almost ￡50 adds up to a lot. I asked support the first time this happened and they said it would be my bank that took it but that never happened on many other transactions to the same withdrawal method they then asked me to put it into email so I sent them an email and they have not replied to it since I sent it over a week ago and I've since had 2 other transactions which were a lot less than the ￡500 requested. I have requested ￡500 out most of the times I've withdrawn as that was the highest I could request at the time and most other times I always received pretty much the correct amount until these 3 that have been short by a lot. I did have another ￡500 I could have had on the way but I cancelled it and played with it tonight. So as I've got no more pending transactions I'm going to again request they close my account down. I first asked on 4th March 2025 if they would close my account and it's still open now.

Dear xlovehearts41,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Regarding the withdrawal fees you incurred, can you confirm that these charges were only applied by this casino on those three specific occasions? Have your other withdrawals from this casino been received in full?

Thank you very much in advance.

Best regards,

Katarina

These are some examples of when I was paid ￡500 or a lot closer to the ￡500 which I'd requested and when it was sent in euros it was usually around €590 sent to cover this amount but the ones I received where there is around ￡15 missing the amount in euros was sent as around €566 euros.

I also have some funds I got sent where I received ￡800 which is what I requested and it wasn't short as I used to be able to withdraw ￡800 at the time when I was a VIP3 customer but then I went back down to only being able to request ￡500 every 24 hours. So as this has been sent before as the right amount many times I don't see how 3 transactions can suddenly be missing ￡15 or more each time.

Dear xlovehearts41,

thank you for your messages.

Regarding your attempt to self exclude, I have read through your emails. Have you offered a reason why you wish to self exclude when casino representative have asked for it, please?

Is self-exclusion being requested due to dissatisfaction with this specific casino, or because of concerns about problem gaming and experiencing distress when not gambling?

Have you questioned the casino about the unusually high fees in those 3 instances, please?

Looking forward to your reply,

Katarina