The player from Germany had won €2,500 but was concerned about potential payment issues and sought assistance. The Complaints Team advised him to wait for the standard withdrawal processing period, which was later confirmed to have been completed by the casino. The player subsequently requested self-exclusion, and the casino closed his account at his request. The issue was resolved, and the player confirmed he no longer had access to his account.
MrPacho Casino - Player is facing withdrawal concerns.
Resolved
Our verdict
Case closed
Amount: €2,500
MrPacho Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
Hello, I wanted to announce that I won €2,500 today. Unfortunately, it often happens that casinos don't want to pay out, so I'm taking the first step here. Thank you very much, dear Casino Guru Team.
Automatic translation:
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4 months ago
Dear player,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with MrPacho Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate? What is the issue exactly? Have you already requested the withdrawal of your winnings, or have your requests been rejected by the casino?
I will be waiting for your reply patiently.
Best regards,
Natalia
Important Notice:
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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
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4 months ago
Translation
It's not a problem yet, but I've had experience and fear that casinos sometimes refuse to pay out. That's why I've already submitted a complaint here. I won €2,500 playing yesterday, and before the casino refuses to pay out, I wanted to submit a complaint here. Nothing has happened yet. The casino still has two weeks to transfer the money to me.
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4 months ago
Dear player,
Since the casino still has time to process your withdrawal, we suggest waiting out the standard 14-day period. If the funds don't arrive by then, or if you face any issues with the process, please get back to us and we'll be happy to step in and assist you further.
Thank you for your understanding and I hope everything goes smoothly with your withdrawal.
Best regards,
Natalia
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4 months ago
Dear Warzone,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
Translation
Money was transferred
Now I would like to apply for a self-committee but unfortunately I have not received an answer
Automatic translation:
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4 months ago
Dear Warzone, can you please specify why you want to self-exclude?
Have you requested a self-exclusion from the casino as specified in the responsible gambling policy:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Have you received any response from the casino?
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4 months ago
Translation
Yes, I just want to stop playing
Yes, I applied but received no response
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3 months ago
Dear Warzone,
Thank you for the message.
We would like to inform you that the processing of your withdrawal was completed in accordance with the withdrawal terms outlined in our General Terms and Conditions.
Additionally, we note that your account was closed at your own request.
If you have any further questions or require additional clarification, please feel free to contact us via live chat or email us at [email protected].
Our team is available to assist you.
Best regards,
MrPacho Support Team
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3 months ago
Dear MrPacho Casino, thank you for closing the player's account.
Dear player, can you please confirm that you don't have access to your account anymore? Can we consider your complaint to be resolved?
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3 months ago
Translation
Yes I can confirm thank you very much for your help
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3 months ago
Dear player,
I'm glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
