The player from Germany files a complaint against MrPacho Casino for ignoring his self-exclusion request and delaying the account closure while accepting further deposits totaling €697.78. He demanded an immediate ban and instead received bonus offers, contradicting the casino's guidelines.
MrPacho Casino - Player's self-exclusion request is ignored.
Opened
Current status
Waiting for casino to reply
4d 11h 27m 13s
MrPacho Casino
Safety Index 8.0 HighCase summary
Discussion
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1 month ago
Important notice:
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1 month ago
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
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1 month ago
Translation
Did you receive a response from the casino via email regarding your self-exclusion requests?
Yes, I always received replies. But they were always just offers with free spins to convince me to stay, or replies saying that it was only possible via the VIP Manager (which is nonsense according to the terms and conditions).
They simply refused to close the account.
If you haven't received a reply via email, have you tried contacting the casino via live chat or other official communication channels?
It all happened via email. I wrote several emails.
Could you please confirm whether you have successfully completed the KYC verification at this casino?
Yes, I have.
Could you please share your communication with the casino? Send emails or chat logs to my email address at attila.g@casino.guru Or post screenshots here.
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1 month ago
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
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1 month ago
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.
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1 month ago
TranslationThe casino has agreed to a refund of €800.
Then I received an email stating that the money had supposedly been sent, but since nothing arrived, the casino told me there had been a technical error.
I haven't heard anything for two days now, and my emails haven't been answered yet.
There's still no money.
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1 month ago
TranslationHello, could you please involve the casino?
I haven't received a reply to my emails for a week.
The money was allegedly sent, then there was a technical error, and since then there has been no further response.
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3 weeks ago
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.
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3 weeks ago
TranslationI have forwarded all the emails to you.
The casino has already agreed to a refund, but I haven't heard anything for over a week now, after there were payment difficulties.
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2 weeks ago
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
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1 week ago
TranslationIs anyone still here? The casino is ignoring all my messages.
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1 week ago
Thank you for your response, and I apologize for my delayed response. To proceed with the complaint, could you please share your correspondence in which you mentioned gambling addiction, dated August 8, 2025? Thank you for your patience and cooperation.
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1 week ago
TranslationHello Attila. For 5 weeks I have been hoping that the casino will finally be involved so that this case can be resolved.
I have no idea what you mean by August 8, 2025. Have you mixed something up? Or can you explain it to me?
The casino has already admitted its mistake and confirmed a refund. It claims the refund was sent but never arrived. Emails attached.
I urgently need someone to finally involve the casino, otherwise I'll be ignored for weeks to come. This matter needs to be resolved, as it's taking a toll on my mental health!
I have already read every single email
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1 week ago
TranslationCan this complaint finally be properly addressed?
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5 days ago
TranslationCould someone else please handle the complaint? This can't be right!
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5 days ago
TranslationHello Attila.
I must have mixed up an email address.
To be honest, I got confused with all the open complaints, and since this complaint has been under review for over a month and still hasn't been forwarded to the casino, I mixed up the emails.
Your statement isn't entirely correct.
I have been trying to close my account since May 14, 2026.
The reasons were always the same: gambling addiction, losing too much money, uncontrolled gambling behavior, etc.
My account was only blocked at the end of June when I requested a refund of my deposits.
Previously, my account closure request was always ignored and not processed; I was even persuaded not to close the account.
I don't think that's a reasonable timeframe.
Attached is the live chat from May 14, 2026, in which I disclosed my gambling addiction and was instructed to send an email with my email address and date of birth.
That's exactly what I did that day.
And after that, as already described several times, I repeatedly tried to have this account finally closed.
As previously announced, the casino has already admitted its mistake.
I have a confirmed refund, but it still hasn't arrived after three weeks.
The casino confirmed a refund of €800, which was the sum of my deposits.
As mentioned, there was a technical error, and I have not received any further emails or updates.
None of my emails are being answered.
I really need your help now to get in touch with the casino so they can pay the money as soon as possible and we can resolve the case.
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3 days ago
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
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3 days ago
Hello gandhi1988, 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 invite a representative of MrPacho Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? 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.
Thank you for your patience and cooperation in advance.
