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.
Opened
Current status
Waiting for casino to reply
2d 19h 46m 2s
MrPacho Casino
Safety Index 7.6 Above averageCase summary
Discussion
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1 month 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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1 month 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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1 month 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
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1 month ago
TranslationGood day,
I have sent you an email with various attachments.
I currently have unrestricted access. I sent the self-exclusion email from the email address I used to register.
I would like to reiterate that there is currently an open withdrawal of €500. I was able to deposit €900, so there is currently a difference of €400 once the withdrawal has been successfully completed.
Thank you so much for your help.
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1 month ago
TranslationHello, I can confirm that my self-exclusion has now been processed. However, I am still waiting for my €500 payment and a refund of the €400 difference.
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1 month ago
TranslationGood day,
I would like to inform you that my payment of €500 has been processed.
I request a refund of €400.
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1 month ago
Hello Jason12,
We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
I am happy to hear that you have successfully self-excluded your account and you have received €500.
Could you please clarify the length of your self-exclusion?
Could you please forward all casino's responses to your self-exclusion requests? This is to check if the casino had responded accordingly.
Did you request a withdrawal of the €400 before the account was closed?
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1 month ago
TranslationOn December 25, 2023, I submitted a request for irrevocable blocking/deletion. I was asked for the reason and stated that I had lost too much money and wanted to protect myself.
I was then able to deposit over €900, initiated a self-exclusion (indefinite period) on May 23rd, repeated it on June 26th, and this was implemented on May 29th. The €500 payout has been completed, but there is still a difference of at least €400, which I would like to have refunded.
I would be happy to send you the existing email correspondence from 2023.
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3 weeks ago
Thank you for your update.
If possible, could you please forward all casino's responses to your self-exclusion requests for both 2023 and emails from May 23, 2026, and May 27, 2026 to jean.s@casino.guru?
After you sent the email on May 27, did you ask for a refund for the deposits you made that day before your account was closed? If so, please forward the email as well.
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3 weeks ago
TranslationGood day,
I have forwarded the emails to you again.
I have not yet submitted a written request for a refund.
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2 weeks ago
Thank you for the emails, Jason12.
I saw your message to the casino in 2023. However, I did not find the account closure confirmation from the casino in 2023. I could not verify if it was an account closure or a self-exclusion request.
When you reopened your account, could you please clarify if you were able to log into the same account or did you have to register to a new account?
Between May 23, 2026 and May 26, 2026, did you reach out to customer support (chat, telegram, etc.) regarding your self-exclusion request?
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2 weeks ago
TranslationHello,
I didn't create a new account. This is the one that was closed in 2023.
I didn't contact support during the holidays.
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1 week ago
Thank you for your clarification.
The fact that you were able to access the same account again without creating a new one is an important detail. However, based on the emails you previously forwarded, I could only see your request from December 2023 and was unable to find the casino's response confirming whether the account was closed indefinitely or simply closed upon request.
Could you please check your inbox and forward the complete email thread from December 2023 through January 2024 (if you did not contact support during the holidays) to jean.s@casino.guru? Please forward the entire conversation as it appears in your email client rather than sending screenshots. The original email thread preserves the full message history, dates, and headers, which are important for our review.
This is a key point in your complaint. If the casino confirmed an indefinite self-exclusion or permanent account closure for responsible gambling reasons in 2023, then we would need to understand why the same account was later accessible again in May 2026 without you creating a new account.
Once we have the complete email thread, we will be in a much better position to determine whether the casino complied with its responsible gambling obligations and assess your complaint fairly.
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1 week ago
TranslationGood day,
I've forwarded you the emails. Unfortunately, I can't say why the account was reopened. This is currently happening with some casinos where I've requested self-exclusion. I'm then sent welcome discounts and bonus offers again without having contacted them.
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5 days ago
Dear Jason12,
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, Munya, (munya.s@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,
Jean
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4 days ago
Dear Jason12
I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.
I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.
At this point, I would like to invite a representative from MrPacho Casino to join this discussion and provide their comments regarding the matter.
Dear MrPacho Casino,
Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.
Thank you in advance for your cooperation. I look forward to your response.
