The player from Germany requested to close his casino account, but found that his account remained active despite email confirmation of its closure. He continues to receive communication encouraging him to play, which he believes undermines player protection. The player seeks permanent account blocking, a thorough investigation, and reimbursement for losses incurred after his self-exclusion request.
MrPacho Casino - Player’s account closure is not honored.
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4d 3h 14m 50s
MrPacho Casino
Safety Index:HighCase summary
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Public
5 days ago
Translation
Dear Casino Guru Team,
I request your assistance in a serious case involving an online casino.
I repeatedly and explicitly requested that support close my account. I received email confirmation that my account had been closed or blocked. However, I still had unrestricted access to my account and was able to continue playing.
Furthermore, despite my clearly expressed wish to be banned, I continued to be actively contacted by the VIP manager and encouraged to continue playing.
In my view, this represents a significant failure in the area of player protection. My request for self-exclusion was not respected, and despite confirmation to the contrary, I was still encouraged to play.
I therefore demand:
- the immediate and permanent blocking of my account
- a comprehensive investigation into this incident
- the reimbursement of all losses incurred after my initial blocking request
Furthermore, I request an investigation into whether my previous losses were also related to inadequate security measures, targeted VIP marketing, and a lack of intervention on the part of the casino. If so, I believe a more substantial refund is justified.
I can provide all relevant evidence, including email confirmations and communication histories.
Thank you for your support.
Best regards,
**** Martin
Edited by a Casino Guru admin
Automatic translation:
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3 days ago
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3 days ago
Dear Ticktack;
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Please allow me to ask you questions to better understand the situation:
- Could you please forward me the account closure requests you sent to the casino, along with the casino's responses?
- You can send them to me at tomas@casino.guru
Thank you in advance for your cooperation.
Best regards,
Tomas
