MrPacho Casino - Player’s account remains open despite closure request.

They are not closing my account. I emailed them to close my account 1 week ago stating the reason that I have a gambling problem. Still my account is open.

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Dear soccer,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mrpacho.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello [redacted],

Thank you for your message and for sharing these details.

We’re sorry to hear about your experience and understand how important it is to have your request addressed promptly, especially in this situation.

We can confirm that your accounts have now been closed following your request. Due to a high volume of incoming emails, there was a delay in processing, as requests are handled in the order they are received. A confirmation has also been sent to your email address. If you need any further assistance or have additional concerns, please feel free to contact our support team.

We wish you all the best moving forward.

Kind regards,

MrPacho Casino Team

Dear MrPacho Casino,

Thank you for the update.

Dear soccer, could you please confirm whether your account has been fully closed? Additionally, were any deposits made into the account after you submitted your self-exclusion request?

Alternatively, please let me know if we can close this complaint as resolved.

Thank you in advance for your response.

Best regards,

Attila

Yes, I made couple of deposits after submitting self exclusion request.

And infact, I managed to win decent amount with deposit bonus. But they confiscated all the money saying that the max win is just 5X. but on their website, it doesn't clearly stated anywhere that the winning amount from deposit bonus is 5× maximum after completing wagering requirements.

And yes my account has closed now.

Dear Player,

Thank you very much for your response. Could you please provide proof of the deposits you made prior to your account being blocked? This could include bank statements, transaction confirmations, or screenshots showing the deposits.

Additionally, could you please advise when exactly did the casino close your account?

Thank you very much in advance for your reply.

Best regards,

Attila

You should have a record of everything if you are genuine and fair. Why are you asking me? I am sending you an e-transfer from my bank account. I deleted all other emails from this casino.

Sorry, disregard the previous email with screen shots. I am sending you the new screen shots which show money deposited into the Casino.

thanks

Dear soccer,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello soccer, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to ask the representative of MrPacho Casino to confirm the date of reception the initial self-exclusion request, the date of account closure, and whether any deposits and withdrawals were made in that time. I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru. None wil be shared or forwarded further.

Thank you for your patience and cooperation in advance.

Dear soccer,

Thank you for reaching out to us.

Please be informed that we forwarded your claim for further review and will contact you as soon as possible with further updates.

We thank you for your patience and understanding.

Kind regards,

MrPacho Team

Dear soccer,

Thank you for your patience.

After further investigation of your claim we can confirm that we received your first closure request with the reasoning of gambling addiction on the 22.03.

We would like to apologize for the delayed closure in your case and would like to offer you a refund for the deposits made since then in the amount of 32 CAD.

If you agree please provide us with the following details:

Full Name (please provide all names including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Kind regards,

MrPacho Team

Thank you for looking into this issue for us, MrPacho Casino. Seems like on 29/03 the player has deposited 62 CAD (32+30). Could you pelase double-check and if this information is corect, amend the refund amount to 62 CAD?

Yes, I deposited $62 on that day. Also, I received the deposit bonus. I managed to win a decent amount and completed the wagering, but they confiscated all the money, saying the max win is 5x the bonus money. But in their terms and conditions, it is nowhere mentioned that the max win is 5X for the deposit bonus.

Thanks

Sahib Kailday

Dear Matej,

Thank you for your reply.

We would kindly ask you to check your emails where we send you additional proof regarding this case.

We hope this helps to clarify the case.

Kind regards,

MrPacho Team

Dear Casino,

Please share the screen shot of terms and conditions where it is written that the max win from deposit bonus is 5X.

Thanks

Thank you for the screenshot, MrPacho Casino, much appreciated.

Dear soccer, according to the evidence provided by the casino, between 22/03 - 30/04 there is visible only one deposit of 32 CAD. Can you please let us know what kind of payment method you were using, and can you get a confirmation about the transaction being completed and successfully sent? Thank you.

It's okay. I think I, I deposited only $32 to this casino. And $30 i thing to different casino.

Dear soccer, please never share your real banking, personal details - including your full name - in public forums like this one. There is too many spybots and fraudulent individuals prowling gambling sites in search of such data, and this could lead to stolen identity, stolen bank account or crime commited in your name. Please, send the requested data to the official casino support e-mail and as a subject use "Casino Guru Complaint 203505 - Payment details". Once done, please confirm it here, so I can swap the timer towards the casino. Thank you.

I submitted the request.

Thanks

Thank you for the confirmation. Much appreciated.

Dear MrPacho Casino, please let us know once the payment has been processed on your end. Thank you very much.