The player from Nova Scotia reported that his account had been banned after he won $20,000, with no explanation given. He was unable to access his account and had reported the casino for fraud. The Complaints Team informed him that his winnings could not be considered legitimate due to the use of a streamer account, which fell under different rules and contracts. Consequently, the complaint was rejected as the team was unable to assist further in this matter.
MrPacho Casino - Player's account has been closed after winning.
Closed
Our verdict
Other
Amount: C$20,000
MrPacho Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Dear burtonkeys,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
Nobody seems to answer me … not sure what the point of positing on here is but I got an update and basically saying "sign up with a different account" not a streamer account so that admitting streamer accounts get enhanced RTP and bigger wins ??
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10 months ago
Hello burtonkeys,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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10 months ago
Awesome thank you for getting back to me ! I didn’t know she was on vacation , thanks for letting me know !
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10 months ago
burtonkeys, I apologize, but since you played on your streamer account, we won't be able to assist you further, and we cannot consider your winnings legitimate. Different rules are applied to such accounts, and there are special contracts between streamers and casinos involved, which are outside of our expertise. We can only help with players who used regular personal accounts.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
