The player from Germany had requested to close his casino account but found that his account remained active despite receiving email confirmation of its closure. He continued to receive communications encouraging him to play, which he believed undermined player protection. The player sought permanent account blocking, a thorough investigation, and reimbursement for losses incurred after his self-exclusion request. The complaint was closed due to the player's lack of response to inquiries and requests for additional information, which prevented further investigation or resolution. The player retained the option to reopen the complaint by resuming communication.
MrPacho Casino - Player’s account closure is not honored.
Closed
Our verdict
Player stopped responding
Amount: €3,000
MrPacho Casino
Safety Index 7.6 Above averageCase summary
Discussion
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2 months 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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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months 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
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2 months ago
Dear Ticktack,
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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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
