Hello. I have been using Mr.punter since last year and in January i decided i was spending too much money and decided to close my account. I requested this on 15/01/25 and received an automated response from the casino to which I confirmed I would like to close my account. There was then no response after this.

i resubmitted this email over 10 times and was met with the same response or sometimes nothing. I used the chat service and was given a second email address and the same thing happened with that one. Either an automated response or nothing.

i have a gambling problem and this is the only website i have access to and despite telling them i have a gambling problem i was allowed to deposit still. I have taken out short term high interest loans and I am really struggling due to their irresponsible behaviour. I have deposited around ￡3500 since I first asked for my account to be closed.

please help me.

kind regards

anthony

Hello Antedwards93,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I asked to close the account as I no longer wanted access to it whatsoever. I chose this option as I know you can request to have a self exclusion lifted.

At no point was the account closed, was I told it would be closed or the steps I needed to take or was any restrictions/closures placed on my account. I mentioned in almost every email that I had a gambling problem and that I had received no response to previous emails and nothing was done.

kind regards

Anthony Edwards

Is there an email address I can send the emails between myself and the casino to please?

thanks

Hello Antedwards93,

Please forward it to [email protected] for further review.

Regards,

Nick

I have sent several examples of emails I have sent to MrPunter. Explicitly detailing why I wish to close my account and after automated responses nothing happened. Please let me know when you’ve received them.

thankyou

Thank you Antedwards93 for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Antedwards93,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MrPunter Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Michal,

For your awareness i have sent a further email with some evidence. Please confirm if you require any more evidence from me.

Thankyou

Dear Antedwards93

We are sorry to hear about for your experience.

We have closed your account and sent a confirmation via email.

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update as soon as possible.

Thank you for being so patient with us!

We really appreciate it.

Best regards,

MrPunter team.

Dear MrPunter Casino,

We are waiting for your updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thankyou for your assistance so far. Hopefully it is possible to receive a refund from when I first requested to have my account closed due to a gambling problem.

I really hope the casino replies within the time frame so I can have some sort of resolution and move on with my life and get out of financial difficulty. It seems they only reply once a week and have no correspondence with me outside of confirming my account has been closed. I’m not sure if it’s because there have been 3 UK bank holidays since I lodged my complaint. I have seen people with exactly the same issues as me have their complaint resolved in less than time than it’s taken for the casino to even engage with me. It just seems like more unfair treatment.

Ive sent a total of 14 emails requesting to have my account closed and it took this just to get it closed. I really do hope they contact me soon.

Are there any other steps I can take if they do not respond?

Dear Antedwards93,

We had sent an email to you on May 7th, 2025.

We are still waiting for your update.

Kind regards,

MrPunter team.

I did receive an email from MrPunter on the 7th May. I would like to apologise to the casino for saying they did not respond as it was located in my junk folder.

I have replied to them on email and will update you with their response. Thankyou Michal and thankyou MrPunter.

Dear Antedwards93,

We have sent another email asking for your bank details to help you with your refund request.

Waiting for your details.

Best regards,

MrPunter team.

Dear Antedwards93,

Please proceed according to the casino's instructions.

Good morning. Please can you mark this complaint as resolved. MrPunter has contacted me and resolved this issue via email so I would like to thank them for their help.

i would also like to thank Michal and casinoguru for all of your help aswell.

thanks.

Dear Antedwards93,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

www.kpvfaw.com