The player from Italy faced repeated cancellations of her withdrawals totaling €460 on MrPacho, with funds returning to her game account. Despite having contacted support multiple times, she received responses indicating a technical problem and was not asked to provide any documents. The issue was resolved when she successfully received her withdrawals after further communication, confirming that all funds had been credited to her account. The complaint was marked as 'resolved' by the Complaints Team.
MrPacho Casino - Player’s withdrawals are being cancelled.
Resolved
Our verdict
Case closed
Amount: €460
MrPacho Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Good morning. For the umpteenth time my withdrawals made on mrpacho are cancelled and the credit ends up back in the account. There are three withdrawals: the first of €80, the second of €200 and the third of €180, for a total of €460. I tried to make the withdrawals first with the same top-up method and therefore mastercard and then I tried to make them all with a bank transfer. The withdrawals always return to my game account. Each time I contacted support who always replied that it was a technical problem and to wait. Initially I had played with free spins but then I cancelled them as an active bonus ... the winnings are subsequent. I also asked support if it is necessary to send documents. I was told that it is not necessary. I attach a screen of withdrawal details. Thanks in advance. Hoping that you can solve my problem. Thanks
Automatic translation:
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7 months ago
Dear MGio,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawals at Mr. Pacho Casino.
To assist you better and understand your situation, could you please provide us with more details?
- When exactly have you submitted your most recent withdrawal requests?
- Are there any pending withdrawal requests currently in your account?
- Are there any other payment methods available for withdrawal?
- Have you made any successful withdrawals from this casino before?
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
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7 months ago
Translation
Good morning. I can't attach the screenshot of all the canceled withdrawals.
Anyway, this morning I was credited with the first withdrawal of 80 euros. I am confident that the others will happen in the next few days. For the moment the credits have not returned to the game account. I will keep you updated. Thank you very much
Automatic translation:
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7 months ago
I'm glad to hear that you received the first part of your winnings. Could you please let me know if you have received any additional withdrawals in the meantime, or if any of your withdrawal requests have been rejected again?
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7 months ago
Translation
Good morning. The withdrawals were successful.
Automatic translation:
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7 months ago
Dear MGio,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
