The player from Germany repeatedly requests the closure of his account but has not received any response after five attempts via email and live chat. He expresses frustration over the unprofessional handling of his requests and demands immediate action and confirmation of the account closure.
MrPacho Casino - Player’s account closure requests are ignored.
Opened
Current status
Waiting for player to reply
4d 13h 39m 17s
MrPacho Casino
Safety Index 8.0 HighCase summary
Discussion
Public
Public
4 days ago
Translation
Complaint – repeated requests to close the account are ignored
Dear MrPacho Support Team,
I hereby expressly complain about the handling of my request to close my player account.
I have repeatedly requested, for the fifth time now, that you permanently close my account via email. To date, however, my request has not been processed and I have not received any confirmation.
Additionally, I contacted your live chat. There, I was informed that my account could not be closed via chat and that I should instead wait for a response by email.
I then contacted you again by email. A week has now passed without me receiving a proper response or my account being closed.
I find this procedure extremely unprofessional and unacceptable. If a customer explicitly and repeatedly requests the closure of their player account, such a request should not be ignored for several emails and a week.
I therefore request one last time that you immediately and permanently close my player account and confirm the closure to me in writing via email.
Please also inform me why my previous requests have not been processed despite multiple attempts to contact you.
I expect my request to be processed promptly.
Automatic translation:
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2 days ago
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2 days ago
Dear Vava94;
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).
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
Have you unsubscribed from the casino's marketing communication?
Thank you in advance for your cooperation.
Best regards,
Tomas
Vava94 has 4d 13h 39m 17s to reply
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
