MrPacho Casino - Player's bonus winnings are being confiscated.

I won over €600 with bonus money. While playing further, in order to reach the wagering goal, the game tilted and I had to refresh the page. After this, the balance of €241 was completely lost. Customer support insists that I cancelled the bonus. I did not cancel the bonus in question, the host says that it has just expired. They refuse to meet my needs or replace the balance.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What prompted you to refresh the game? Was there a specific technical issue you encountered?
• Was the bonus activated using your own deposit, or was it part of a promotional offer?

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

Best regards

Attila

Dear Funck,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Attila, dear Funck,

Thank you for your patience.

We have reviewed the case internally together with the relevant team.

According to the investigation results, the original bonus was cancelled after a bonus purchase feature was used during gameplay. However, as a goodwill gesture, the bonus was later manually restored based on the wagering progress already completed by the player at that moment.

Following an additional review with the platform provider, we can also confirm that the restored bonus balance of 241 EUR was subsequently fully wagered and completed. According to the available logs, the restored bonus was not cancelled or removed manually from our side afterward.

Kind regards,

MrPacho Casino Team

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Attila

Casino.Guru