The player from Finland suspected that the casino was delaying his withdrawal after winning and blocking his account following his first withdrawal attempt. He had played only a few times without using bonuses and believed that the casino's checks were unnecessary, as they had not requested KYC documents. The Complaints Team extended the response time for the player but ultimately had to reject the complaint due to a lack of response, which prevented further investigation into the issue.
MrPacho Casino - Player’s withdrawal is delayed after account blocking.
Closed
Our verdict
Player stopped responding
Amount: €9,000
MrPacho Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 months ago
Translation
Hello,
I am suspicious of the operation of this casino and would like to ask Casino Guru to help me get my money. I have only played at the casino a few times for testing purposes. Casino and sports. I happened to get a big win and after my first withdrawal attempt my user was immediately blocked.
Support claims they are checking my game and it may take up to 10 days. They are not asking me for KYC documents. I did not use any bonuses while playing. I have played so little here that there can't be much to check. I believe the casino is just delaying my withdrawals which is very strange because I didn't even have time to start playing properly. I don't have any pictures of the conversations with support but I would ask Casino Guru to contact them to get an explanation for this behavior.
Automatic translation:
Public
Public
5 months ago
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.
Could you please specify what types of casino games and sports games you played?
Has the casino provided more details regarding the investigation of your gameplay?
What game did you play when you got your big 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
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
