MrPacho Casino - Pelaajan tili pysyy auki sulkemispyynnöstä huolimatta.

They are not closing my account. I emailed them to close my account 1 week ago stating the reason that I have a gambling problem. Still my account is open.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear soccer,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mrpacho.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello [redacted],

Thank you for your message and for sharing these details.

We’re sorry to hear about your experience and understand how important it is to have your request addressed promptly, especially in this situation.

We can confirm that your accounts have now been closed following your request. Due to a high volume of incoming emails, there was a delay in processing, as requests are handled in the order they are received. A confirmation has also been sent to your email address. If you need any further assistance or have additional concerns, please feel free to contact our support team.

We wish you all the best moving forward.

Kind regards,

MrPacho Casino Team

Dear MrPacho Casino,

Thank you for the update.

Dear soccer, could you please confirm whether your account has been fully closed? Additionally, were any deposits made into the account after you submitted your self-exclusion request?

Alternatively, please let me know if we can close this complaint as resolved.

Thank you in advance for your response.

Best regards,

Attila

Yes, I made couple of deposits after submitting self exclusion request.

And infact, I managed to win decent amount with deposit bonus. But they confiscated all the money saying that the max win is just 5X. but on their website, it doesn't clearly stated anywhere that the winning amount from deposit bonus is 5× maximum after completing wagering requirements.

And yes my account has closed now.

Dear Player,

Thank you very much for your response. Could you please provide proof of the deposits you made prior to your account being blocked? This could include bank statements, transaction confirmations, or screenshots showing the deposits.

Additionally, could you please advise when exactly did the casino close your account?

Thank you very much in advance for your reply.

Best regards,

Attila

You should have a record of everything if you are genuine and fair. Why are you asking me? I am sending you an e-transfer from my bank account. I deleted all other emails from this casino.

Sorry, disregard the previous email with screen shots. I am sending you the new screen shots which show money deposited into the Casino.

thanks

Dear soccer,

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

Hello soccer, 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 ask the representative of MrPacho Casino to confirm the date of reception the initial self-exclusion request, the date of account closure, and whether any deposits and withdrawals were made in that time. 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. None wil be shared or forwarded further.

Thank you for your patience and cooperation in advance.

Dear soccer,

Thank you for reaching out to us.

Please be informed that we forwarded your claim for further review and will contact you as soon as possible with further updates.

We thank you for your patience and understanding.

Kind regards,

MrPacho Team

Dear soccer,

Thank you for your patience.

After further investigation of your claim we can confirm that we received your first closure request with the reasoning of gambling addiction on the 22.03.

We would like to apologize for the delayed closure in your case and would like to offer you a refund for the deposits made since then in the amount of 32 CAD.

If you agree please provide us with the following details:

Full Name (please provide all names including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Kind regards,

MrPacho Team

Thank you for looking into this issue for us, MrPacho Casino. Seems like on 29/03 the player has deposited 62 CAD (32+30). Could you pelase double-check and if this information is corect, amend the refund amount to 62 CAD?

Yes, I deposited $62 on that day. Also, I received the deposit bonus. I managed to win a decent amount and completed the wagering, but they confiscated all the money, saying the max win is 5x the bonus money. But in their terms and conditions, it is nowhere mentioned that the max win is 5X for the deposit bonus.

Thanks

Sahib Kailday

Dear Matej,

Thank you for your reply.

We would kindly ask you to check your emails where we send you additional proof regarding this case.

We hope this helps to clarify the case.

Kind regards,

MrPacho Team

Dear Casino,

Please share the screen shot of terms and conditions where it is written that the max win from deposit bonus is 5X.

Thanks

Thank you for the screenshot, MrPacho Casino, much appreciated.

Dear soccer, according to the evidence provided by the casino, between 22/03 - 30/04 there is visible only one deposit of 32 CAD. Can you please let us know what kind of payment method you were using, and can you get a confirmation about the transaction being completed and successfully sent? Thank you.

It's okay. I think I, I deposited only $32 to this casino. And $30 i thing to different casino.

Dear soccer, please never share your real banking, personal details - including your full name - in public forums like this one. There is too many spybots and fraudulent individuals prowling gambling sites in search of such data, and this could lead to stolen identity, stolen bank account or crime commited in your name. Please, send the requested data to the official casino support e-mail and as a subject use "Casino Guru Complaint 203505 - Payment details". Once done, please confirm it here, so I can swap the timer towards the casino. Thank you.

I submitted the request.

Thanks

Thank you for the confirmation. Much appreciated.

Dear MrPacho Casino, please let us know once the payment has been processed on your end. Thank you very much.

Dear soccer,

Thank you for your reply and the provided information.

We would kindly ask you to check your emails and provide us with your bank details manually.

Please note that a screenshot of your bank details cannot be used in order to proceed with the payment, as the data must be provided manually in order to avoid any mistakes.

Thank you for your understanding.

Kind regards,

MrPacho Team

Hi Casino,

I emailed you again, and now I entered it manually. Hope you do not find any other excuse to delay refund processing.

Thanks

Dear soccer,

thank you for your reply and the provided information.

Please be informed that your payment has been forwarded as priority and we expect the finalization of the transaction in the nearest time.

We thank you for your understanding.

Kind regards,

MrPacho Team

Thank you for the confirmation, MrPacho Casino. Please, let us know once the payment has been processed on your end. Cheers.

Dear soccer,

Thank you for your patience.

We would kindly apologize for the delay of your payment.

Please be informed that we are expecting the finalization of the transaction in the nearest time.

We thank you for your understanding.

Kind regards,

MrPacho Team

Dear soccer,

Thank you for your patience and understanding throughout this process.

We would like to confirm that the payment has already been processed on our side. Please note that it may take a few additional business days for the funds to be reflected in your account.

Should you require any further assistance, please do not hesitate to contact us.

Kind regards,

MrPacho Team

Thank you for the confirmation, dear MrPacho Casino.

Dear soccer, please let us know once you receive the refund, and whether you are satisfied with this outcome. Thank you very much!

Dear soccer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Matej

I have not received any refund yet

Thanks

Thank you for the confirmation, dear soccer, appreciated.

Dear MrPacho Casino, can yo uplease check on the status of the payment and let us know what is happening? Thank you.

Dear soccer,

Thank you for your reply.

We would kindly like to apologize for the delay of your payment.

We can see that the transaction was not successful as the payment data you provided were not correct.

Please provide us with the following details:

Full Name (please provide all names including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

You may send them here and it will be only visible for us or via email.

Thank you for your understanding.

Kind regards,

MrPacho Team

Dear MrPacho Casino, please let us know once the payment has been processed on your end. Thank you.

Dear soccer,

Thank you for your reply and the provided information.

Please be informed that your payment has been initiated and we will inform you as soon as the transaction has been completed.

Thank you for your patience and understanding.

Kind regards,

MrPacho Team

Dear soccer,

Thank you for your patience.

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation and wish you all the best.

Kind regards,

MrPacho Team

Thank you very much for the update, MrPacho Casino.

Dear soccer, please let us know once you receive the payment and whether you are satisfied wit hthis outcome. Cheers.

Dear soccer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Matej

I have received the refund of $32. Thank you for your help.

Thanks

Sahib kailday

Dear soccer,

I am very happy to hear that your issue has been resolved, and would like to thank MrPacho Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

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Lastly, 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,

Matej

Casino.Guru