MrPacho Casino - Player's self-exclusion request is ignored.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with MrPacho Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Haben Sie vom Casino per E-Mail eine Antwort auf Ihre Anträge auf Selbstsperrung erhalten?

Ja, es kamen immer Antworten darauf. Aber immer nur Angebote mit freespins, um mich vom Bleiben zu überzeugen oder Antworten, dass das nur über den vip Manager geht (was Quatsch ist anhand den agb).

Man hat sich schlicht geweigert den Account zu schließen.

Falls Sie keine Antwort per E-Mail erhalten haben, haben Sie versucht, das Casino über den Live-Chat oder andere offizielle Kommunikationskanäle zu kontaktieren?

Es lief alles über Email ab. Ich habe mehrere Emails geschrieben.

Könnten Sie bitte bestätigen, ob Sie die KYC-Verifizierung in diesem Casino erfolgreich abgeschlossen haben?

Ja habe ich.

Könnten Sie bitte Ihre Kommunikation mit dem Casino teilen? Senden Sie E-Mails oder Chatprotokolle an meine E-Mail-Adresse unter attila.g@casino.guru Oder posten Sie Screenshots hier.

erledigt

Hello gandhi1988,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Unfortunately, I have not yet received any emails from you. Please understand that we will be unable to proceed without the necessary supporting evidence. As I mentioned previously, you can reach me at attila.g@casino.guru. If you have difficulty reaching me there, you can also send the information to complaint@casino.guru, or you may attach any relevant screenshots directly in this thread. Thank you for your cooperation.

Das Casino hat eine Rückerstattung von 800 € zugestimmt.

Dann habe ich eine E-Mail erhalten, dass das Geld angeblich gesendet wurde, da aber nichts angekommen ist, wurde mir vom Casino gesagt, es lag ein technischer Fehler vor.

Jetzt habe ich schon seit zwei Tagen nichts gehört und meine E-Mails wurden noch nicht beantwort.

Geld ist auch noch keins da

Hallo, können Sie bitte das Casino involvieren ?

Seit einer Woche keine Antwort auf meine E-Mails.

Angeblich wurde das Geld gesendet, dann ein technischer Fehler und seitdem keine Rückmeldung mehr

Hello,

Thank you for the update.

At this stage of the complaint resolution process, we are focusing on collecting the necessary evidence from the player's side before contacting the casino. Unfortunately, I have still not received the email correspondence you previously mentioned.

Could you please forward the relevant emails, including your self-exclusion requests, the casino's responses, and the communication regarding the agreed refund? You can send them to attila.g@casino.guru or, if you experience any issues, to complaint@casino.guru.

Please understand that without this supporting evidence, we will not be able to properly assess your case or proceed with the complaint. If we do not receive the requested documentation, we may have to close the complaint due to insufficient cooperation.

Thank you in advance for your understanding and cooperation.