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.

Hi Samuel. I'm not to shore i hope that it did get verified it was my latest SPER bill. They sent me bank card needs verification its looking like we going round and round in circles. All the documents I've provided are correct and up to date.

Thank you

Dmitry

Proof of address not approved they asking

And I've sent them this government document

I dno why they cant expect this document

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.

Would not except this document as proof of address

Dear all,

Thank you for your patience. We have requested an update from the relevant department and are currently awaiting for the information. 

Kind regards,

MrPacho Casino Team 

Dear Dmitry26,

We would like to clarify the requirements for the proof of address document. The proof of address must be provided as an original PDF document. It can be:

• a local bank statement;
• a utility bill;
• a government-issued document.

The document must be issued within the last 6 months and include the player’s name and address.

Please note that documents from digital banks, as well as modified or scanned documents, screenshots, or forms, cannot be accepted.

Kind regards,

MrPacho Casino Team 

Mr Pacho, I've send number of bank statements, I've sent a utility bill and I've sent number of government documents like SPER with my address and the latest date. Then I've sent transport department proof of my residency with my name on it and the date. The documents are authentic, I do not know what is the issue with the documents. I've provided more then enough evidence to be verified. It's been going round and round for months .

Dmitry

Hello everyone,

Dear MrPacho Casino,

I have reviewed the SPER document provided by the player directly in this complaint thread. The document appears to contain the player's name, address, and date, so I would appreciate some clarification as to why it was not accepted as a valid proof of address.

Could you please explain specifically what was insufficient about this particular document? For example, was the issue related to the document type, its format, the issuing authority, the date, or some other requirement of your KYC procedure?

Since you have stated that a government-issued document can be accepted as proof of address, I would appreciate understanding why the SPER document provided by the player does not meet this requirement.

Thank you for your cooperation. I look forward to your clarification.

Dear all,

We have once again requested clarification from the relevant department regarding this case and received confirmation that the proof of address provided is not an original PDF document, but a scanned document converted to PDF.

To proceed with the verification, the player needs to provide the proof of address as an original PDF file.

Kind regards,

MrPacho Casino Team 

Hello everyone,

Dear MrPacho Casino,

thank you for the clarification. I now understand that the issue is specifically that the document provided was a scanned document converted into PDF, rather than an original PDF file.

Dear Dmitry26,

please try to obtain an official document containing your current address that is available in its original electronic PDF format.

Once you have such a document, please submit it to the casino without modifying, editing, converting, or otherwise processing it. It is important that you simply obtain the original document and forward/upload it to the casino in the same format in which you received it.

Hopefully, this will allow the verification to be completed.

Thank you both for your cooperation.

Hi Samuel. Yes the document was scand i dno how to do it the other way I don't pay any utility fees havent got bill. What els can I do?

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.

Hi Samuel, I've been very busy with work in haven't provided the proof of address documentation yet, I'm going to Transport Main Roads department to get my proof of address in pdf file. Will be done by the end of this week. Thanks for your help.

Dmitry

Why do I need proof of my address? My driver's license clearly states my address

Dear Dmitry26,

Thank you for the update.

As previously advised, an original PDF proof of address is required to proceed with the verification. We appreciate that you are arranging to obtain the appropriate document and will await the original PDF file from you.

Once you have it, please submit it for review so that the verification process can continue.

Kind regards,

MrPacho Casino Team

Hello Dmitry26,

As the casino has explained, the document does not necessarily have to be a utility bill. You can also try to obtain another official document that contains your name and current address and is available as an original electronic PDF.

For example, this could be:

• a document or statement issued by your bank;
• an official document issued by a government department or authority;
• a document or statement from an insurance company;
• or another official document from a recognised institution that shows your name and current address.

The important part is that the document is issued within the last 6 months and that you provide the original PDF file without scanning, converting, editing, or otherwise modifying it.

Since you mentioned that you do not have utility bills, I would suggest checking whether your bank, a government department, your insurance provider, or another official service you use can issue you with a document in this format.

Thank you for your cooperation.