MrPacho Casino - Player accused of having duplicate account.

After making a deposit of 46 EUR, I won 1500 EUR. When I tried to cash out, they requested a verification process that lasted for 10 days (including passport confirmation, address confirmation, and finally 6 months of bank statements, which I don't normally have). After all of that, I tried to cash out again but I couldn't. In the chat, they told me that I already have a duplicate account, which is why I couldn't cash out. But I never opened an account with MR Pacho, and now they're threatening to close my account and delete my winnings!!!

Dear Tutankamun1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with the help of a casino bonus?
• Could you please send me the correspondence from the casino where they made the accusations against you? You can post screenshots here or please send me this information to my email at tomas@casino.guru

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

Best regards,

Tomas

So don't get any bonus money

Nobody played in the same household

I'll take screenshots for you

Problem has just been solved

Dear Tutankamun1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru