MrPacho Casino - Player claims her bets were not settled correctly.

I have been using MrPacho for some months now. I deposited 30000 naira into the account and found out I could not bet more than 200 naira. I also had to bet with at least 30000 in order to be able to withdraw. Meaning I had to bet at least 150 times regardless of the outcome to be able to withdraw. I started the journey, I made a lot of bets, won 65, and lost 76, and my balance is at 14000. This is because the casino settled the last 27 bets I placed as won, but they did not update my balance. I have screen records of all the bets I placed (won and lost) from the time I made the deposit. I will attach screenshots of the chat i had with them. 

Dear jessicasimon435,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at MrPacho Casino. I have checked the terms and conditions, and this is what I found: 

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.50 EUR (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

It means that if you have deposited 30,000 NGN you need to place bets in amount of 30,000 NGN before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. 

Please allow me to ask you a few questions to better understand the situation:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Am I right in understanding that some of your bets were settled incorrectly in your account?  
• If you have an access to your betting history, could you please share it with us? You can send it to my email address at natalia.b@casino.guru.

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,

Natalia

Dear Natalia,

Thank you for your prompt response and for clarifying the wagering requirement terms at MrPacho. I fully understand that most bookmakers and casinos implement a 1x or higher rollover requirement before withdrawals, and I acknowledge that this is an industry standard.

However, my current concern is not about the wagering condition, but rather an issue with the proper settlement of my bets and the missing funds in my balance.

To explain in detail:

On 05/05/2025, I placed 27 separate bets of ₦200 each (totaling ₦5,400) on the match Criciúma U20 vs. Brusque U20. Each of these bets had odds of 1.9, and all 27 bets were settled as "won" in my bet history.

Under normal settlement, the return for each bet should be:

₦200 x 1.9 = ₦380

For 27 bets: ₦380 x 27 = ₦10,260

However, despite the bets being marked as "won" in my account, my balance remained unchanged, and I did not receive either the stake (₦5,400) or the winnings (₦4,860). In effect, ₦10,260 is missing from my account.

I have sent screen recordings of all bets placed since my ₦30,000 deposit to your mail, showing both wins and losses, including these 27 bets that were not properly credited.

Thank you for your assistance, and I look forward to a resolution soon.

Best regards.

Dear jessicasimon435,

Thank you very much for your reply. Based on the information you provided, it turns out that your complaint is solely sports betting related. Unfortunately, we do not have a branch that deals with sports betting complaints at this time. I apologize but since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time. 

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.