MrPacho Casino - general discussion (page 2)

no my account is not restricted but the problem is with slow payouts will take forever ... t owhidraw 20k

Okay, so you can actually make withdrawals, but all has been delayed. I guess this is a far better situation, since it can be solved. However, there is a contradiction between the information you posted on the forum and in the complaint, because the complaint says, "The player from Slovenia has been waiting for a withdrawal for less than two weeks."

So, since it is your turn in the complaint, please make sure the information is clear enough to make it all smoother for you.

Thank you.

I need assessments and advice on how to proceed in the following case:

In August 2023, I had my MrPacho account closed specifically due to an existing gambling addiction. The closure was confirmed to me at the time by a VIP manager via email ("Account successfully closed").

Despite the confirmed account closure, I continued to receive promotional text messages from MrPacho. These messages triggered me again. Consequently, I tried to log back in – which I was actually able to do, even though the account was supposed to be blocked according to the confirmation.

As a result, deposits and losses totaling EUR 480 were incurred.

In my view, this constitutes multiple violations: disregard for the confirmed account closure (the account should have been permanently blocked), violation of player protection / responsible gambling (especially in the case of known gambling addiction), and further processing of my data for advertising purposes despite account closure (data protection issue).

I have already requested a refund of the 480 EUR from the provider and set a deadline.

How do you assess the chances of success for a refund?

I have evidence (email about account closure, SMS, account activity).

Thank you so much for your assessments and tips.

Same here again, hey. If you have any questions related to the complaint feature, feel free to ask me.

Hello Radka,

I would have filled out the form long ago, but unfortunately it never works. After entering all the data, a red error message appears: "You cannot create a complaint." This happens with all my attempts.

Hello Bpro,

I imagine this is going to be expected, but I have never seen such a specific error in a complaint form. Therefore, I assume something must be quite off and I'm ready to sniff it out.

Could you kindly try to lodge the complaint the way you are used to and capture the video of all those steps with the final error, please? I'll wait for it at community@casino.guru 🙏

Every registered user with an active and verified account is supposed to be able to lodge a complaint. I think a proper investigation will help.

Hello Radka,

It finally worked! Thank you so much for your help and support.

Hello, you did it! That's great!

Feel free to send a complaint request everytime casinos, from your perspective, fail to comply with their own rules, especially when account closure, winnings or problem gambling is involved. I think it's fair to say that the mediators cannot always support all claims, but as far as I can say, they are always eager to investigate and challenge possibly unfair decisions. Outcomes are not always positive or guaranteed, but it's still worth trying. 🙂

Hello Radka, thank you for the encouraging words.

I just received an email from Mr. Pacho Casino offering me a refund for exactly this situation. It's fantastic that one can ultimately succeed even without the involvement of third parties.

Hello, that's one awesome news after another! 🙌

I mean, given the circumstances, of course, in an ideal world, you would not be forced to complain, I wager.

In any case, I just spot another user with the very same submitting problem, and I want to ask you whether you have any idea what could possibly cause the last attempt to be successful. I fear there may be some sort of bug, yet I lack the appropriate starting point. If you have any tips or anything that comes to mind, I would greatly appreciate it. 🙏

Hello Radka,

Unfortunately not, sometimes it works and the text input field appears, and sometimes it doesn't; it seems very random.

Hello, thank you for the efforts. Now it falls onto the tech guys completely, I reckon. More importantly, I hope both complaints you lodged will be resolved. 🤞Feel free to share any news anytime you like.

I hope so too. Thanks for the kind wishes! 😊

Hi,

I have issue with verification of MrPacho. My ID, selfie, selfie with ID, my address all verified.

Now I need to provide history of my crypto wallet and ownership. It is unhosted wallet with Phantom. That is not connected to any email (they require email connection). Phantom does not do PDFs, only printscreens and these are 46 for last 6 moths. They only allow 5 to be uploaded. Support not responding. I have 2023 EUR and want it to be withdrawn obviously.

Thanks for help

Michal

Hi Michal, I see this is a very specific problem you are dealing with. The casino has to respond somehow because you provided real feedback on what you can and can't provide. In my opinion, these are their requirements and limitations, especially regarding the number of screenshots that can be uploaded, so they need to figure out what real information and documents are necessary to complete the verification.

May I know for how long you have been waiting for the update? Perhaps it would not hurt to send it all on one package per email; it could be beneficial