test - Обліковий запис гравця обмежений.

Hello and thank you very much for providing this outlet and support. I can share my username information if needed. I recently had a string of good luck last month with this casino and reached the gold level. As soon as I reach the goal level they awarded me with $100 bonus and then blocked my account from making deposits or redeeming the $300 I already have in there. Through several chats with live support one individual was somewhat helpful and told me that they needed a long list of items I have since sent those items 2 days ago and have not heard back that they've received them or they have other concerns or I'm being rejected. No communication at all. Meanwhile my balance sits at 300 I do wish to continue with this casino but it's making me wonder. I don't know if there's any help you can provide but again thanks for the platform. Nick

Dear georgiabigfootnick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Ty Kristina for your reply. I am not sure what a KYC is yet I am sure you are referring to the validation process. I have no problem with that, yet it took 2 days for one of the support people to tell me. It just said DOWN FOR MAINTENANCE .They would not answer my support email and provide no phone number?

I sent the documents I Assume they needed.was not clear and no reply . I have been on this site for 2-3 months now and maybe once you hit so much activity they do it.

Anyway thank you for you explanation as I have not had one yet. I have a copy of the email I sent a couple of days ago I can forward to you, yet not sure how?

TY again Kristina and I assume you are saying just wait it out at this point? Week or so? Been 3 days. I will try and be patient. Any suggestions you may I have I will listen to.

Nick

Thank you very much for your reply, georgiabigfootnick. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? If there is any other supporting evidence you believe could help us proceed with this case, please forward it too. Alternatively, you can post everything here. Thank you in advance.

Ty Kristin. I forwarded you all 7 email requests including the first one with attachments along with all 7 requests from Live Support. Funny enough, PUNT never sent a reply at all; the Live Support people do at least acknowledge my concern and everyone of them say they will be "escalating". I am trying to be kind to them but I am losing my patience. I did ask who they "escalate" to and they said "admin team". I asked due to never receiving a reply from my email, it would be helpful to have that contact info so as to help me. They stated they were not allowed to share any additional info and that I was doing the "right thing" going thru them. When I asked why 7 emails were not replied to and I truly need the "next Level" for assistance due to this horrible service, they simply stated they understand my concern and will send another escalation. It is like a vicious circle,,,

In your latest email, you mentioned that your winnings were confiscated. Have you received any explanation from the casino regarding this issue?

They reappeared back this morning, but no way to play games and redeem etc. Honestly I have received now 11 responses from Live Support (no email replies) that say this: "Thank you for contacting us. We are fully aware of the situation and apologize for the inconvenience it has caused. We are currently looking into this and we regret to inform you that there is no timeline for when it will be resolved. We humbly ask for your patience during this time."

If they are cancelling my account just let me know. This limbo stage is exhausting. Any thoughts Kristin?

Thank you very much, georgiabigfootnick, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, georgiabigfootnick!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

georgiabigfootnick, we have been contacted by the casino representative. Are you sure that you have chosen the right casino for this complaint? There is an account bound to the e-mail that you have provided in this complaint, but it has not had any deposits or bonuses whatsoever.

Yes it is punt.com. I can send you a screenshot, yet do not wish to send public. May I have an email Pavel?

Of course, my e-mail is pavel.k@casino.guru.

Sent and TY Pavel

Hi georgiabigfootnick,

Unfortunately, we cannot help you in this case. The casino in which you have unclaimed credits is punt.com, which is a social casino. In social casinos you cannot win any real money, games there are usually free-to-play. The casino with which you have lodged a complaint on our website is puntcasino.com, which is unrelated to punt.com.

Therefore, I must reject your case. 

Respectfully,

Pavel K

Casino Guru Team