The player from Germany requested self-exclusion due to gambling addiction, but the casino reopened her account without her consent, allowing her to deposit an additional €900. She seeks a payout of €500, a refund of €400, and immediate enforcement of her self-exclusion request.
MrPacho Casino - Player's account was reopened despite self-exclusion request.
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Current status
Waiting for Casino Guru to reply
6d 23h 20m 21s
MrPacho Casino
Safety Index 8.6 HighCase summary
Discussion
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10 hours ago
Translation
Good day,
I first requested self-exclusion from the aforementioned online casino via email on May 23rd at approximately 10:00 AM – for my own protection due to my gambling addiction. I stated the reason. I sent another email on May 26th.
Since then, I have been able to deposit a further €900, which I would like to have refunded, as the self-protection measures were not observed.
I have currently requested a payout of €500. This results in a difference of €400.
I request payment of the €500, immediate self-exclusion, and a refund of the difference of €400.
Furthermore, I must inform you that I had my player account blocked back in 2023 for my own protection. However, it was reopened without my request, and I received advertising again, which led me to play with that provider again.
I would be very grateful for your help. Thank you so much!
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54 minutes 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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54 minutes ago
Dear Jason12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
In order for us to proceed, I would like to kindly ask you to clarify a few important details:
- Do you have complete access to your account, or is it restricted in any way?
- Could you please forward all self-exclusion request emails, along with the casino's response? My email address is jean.s@casino.guru.
- Did you send the request from your registered email address linked to your casino account?
- Could you please post a screenshot of your deposit history from May 23 to present?
Your cooperation in providing these details will help us investigate and work towards a resolution. I look forward to your reply.
Best regards,
Jean
