MrPacho Casino - Player's withdrawal has been delayed.

My first withdrawal attempts were to withdraw $3,400 after i won about 5k. I requested, four lots of the maximum withdrawal limit of 850 dollars per withdrawal the status of those withdrawals were sitting at the second stage of pending for well over a month. I contacted customer service on a number of occasions and got no answers as to why it was taking longer than their terms and conditions stipulated on their website (92 days) for withdrawal times the customer service agents reassured me that they had all the information and it had been sent through to the payments withdrawal department for processing and I never got any straight answers as to why it was taking so long. I always ask them is there anything that you need from me? and to assist or anything that you don't have that you require from me to which they always respond no it's been sent through and it's just going to the processing payment process. We'll over a month after not getting the money i complained and asked why the withdrawal was delined, they said my bank had declined the payments . I then had a big win obviously playing back my winnings unable to access the payment for withdrawal attempt and I won a substantial amount of $172,000. I have since attempted to withdraw further winnings following the maximum of 850 per transaction, I've tried different payment options and the same thing, it just sits in the status of "pending". with the same outcome customer service not giving me straight answers the transaction not moving from the second stage of pending in the status of my withdrawal request. I did some research and apparently they are known for this and I need your help please. You helped a friend of mine when she had a casino do the same to her so I'm hoping you can help me?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?
• When exactly did you win the additional $172,000, and which games did you play to achieve such a win?

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

Veronika

Hello Veronica. No I've never reviewed any money from the casino, I've completed my KYC but they making it hard to exempt it as I already sent them number of copies of my details.

I won the winnings on Tuesday 19th May on zhao chin bao.

Thank you

Dmitry

Hello Dmitry26,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was away from the office. Before we proceed with the investigation, please forward me the most recent communications between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru. I appreciate your cooperation.

Dear Dmitry26

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, Samuel (samuel.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,

Veronika

Dear Dmitry26,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MrPacho Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MrPacho Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

Thank you its lovely to e-meet you and thank you for your assistance i greatly appreciate it.

I have since speaking to casino guru last, have uploaded my verification details Mr Pacho was requesting of me (card verification & proof of address) again, for it to within 24 hrs just disappear and request the same details again.

I message support each time asking for clarification and they told me the documents are being reviewed by the relevant team and I will be contacted soon.

I never get contacted and the same process just continues to go around and around, without contact, clarification as to why it hasn't been approved and or what they require from me for verification or progression.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Dmitry26,

thank you for your patience.

I wanted to let you know that I have made an additional attempt to contact the casino outside of the complaint thread in the hope of establishing communication and obtaining their position on your case.

I will give them one more week to respond. Hopefully, they will join the discussion and provide the clarification needed to move your complaint forward. If they continue to remain unresponsive, I will proceed in accordance with our complaint resolution process.

Thank you for your patience and cooperation.

Dear Dmitry26,

Thank you for reaching out. We have forwarded your request to the relevant department and are currently awaiting further information. We will provide you with an update as soon as we receive it.

Kind regards,

MrPacho Casino Team

Hello everyone,

thank you for the update.

Dear MrPacho Casino,

thank you for joining the complaint and for confirming that the case has been forwarded to the relevant department. I appreciate your cooperation.

I will await your update once you receive further information. In particular, I would appreciate clarification on the current status of the player's verification and whether anything further is required from the player's side to complete the process.

Dear Dmitry26,

thank you for your patience. This is a positive step, as the casino has now joined the complaint. Hopefully, we will receive a more detailed update soon and move the case forward.

Thank you both for your cooperation.

Dear all,

Thank you for your patience.

We are informing you that the player’s account is currently undergoing the verification process. Our KYC team has contacted the player and requested an acceptable proof of address document matching the registered address. The following documents are accepted:

• a utility bill (mobile phone bills are not accepted);
• a bank statement (digital banks are not accepted);
• any government-issued document from the last six months showing the player’s name and registered address.

We have not yet received the requested documents. At this stage, we are awaiting the player’s response so the verification process can be completed.

Kind regards,

MrPacho Casino Team

Hello everyone,

Dear MrPacho Casino,

thank you for clarifying the current status of the verification process. I appreciate your cooperation.

Dear Dmitry26,

the casino has informed us that your account is currently undergoing verification and that they are waiting to receive an acceptable proof of address document.

Please submit one of the requested documents directly to the casino so they can complete the verification process. Once you have done so, kindly let us know here in the complaint thread.

Thank you both for your cooperation.

Hi I've submitted all required documentation waiting on respond

Hi team, the required documents has been verified. There's a withdrawal lock still stands

Hello everyone,

Dear Dmitry26,

thank you for letting me know that your documents have now been successfully verified.

Dear MrPacho Casino,

could you please clarify why the withdrawal lock is still in place despite the successful completion of the verification process? If there are any additional requirements or reasons preventing the withdrawal, please explain them so both the player and I have a clear understanding of the remaining steps needed to resolve this complaint.

Thank you both for your cooperation.

Hi Samuel, about 4 days ago when all my documents got verified I tried to make a withdrawal didn't go through had some lock on it. I've tried to make withdrawal two days ago the lock was gone but I still couldn't withdrawal any money. I've spoken to the operator they said they will get back to me with the maximum amount I can withdrawal, didn't give me any time limit how long it would take

Thank you

Dmitry

Dear Dmitry26,

We have requested an update regarding the status of your verification and have been informed that the proof of address you submitted could not be accepted. We kindly ask you to provide a new Proof of Address document in PDF format.

Kind regards,

MrPacho Casino Team

I send a sper government document to Mr Pacho its most recent updated with my current address. Waiting for approval.

Hello everyone,

thank you both for the update.

Dear Dmitry26,

thank you for providing the new document and for keeping me informed.

Dear MrPacho Casino,

could you please let us know once the latest Proof of Address document has been reviewed and whether it has been accepted?

Thank you both for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.