The player from Germany was experiencing withdrawal limitations from MrPacho Casino. Although he had initially been at VIP level 3, which allowed a €30k withdrawal limit, the casino allegedly reduced his level after he won, limiting his monthly withdrawal to €7k. This had raised concerns about his €14k balance and his ability to withdraw it in time. After reviewing the complaint, we informed the player that we were unable to compel casinos to upgrade player's status or suggest they provide loyalty rewards. The player then requested the complaint to be deleted. As per his request, we had rejected the complaint.
MrPacho Casino - Player faced with withdrawal restrictions.
Amount: €14,000
MrPacho Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
MrPacho casino allows me to withdraw only 7000 euro per month, although when I deposited money, my vip level was 3 which allows me to withdraw 30k per month!
I gamble with high stake blackjack bet between 1000-3000 euro each bet! With wagering minimum 10k euro everyday! Since I was winning they removed me from vip level 3, so I became non vip which allow me to withdraw 7000 euro per month. Due to that I am not allowed to make any new withdraw for December! Although I was allowed to withdraw up to 30k! Since I was winning they decreased my level there to be able to withdraw only 7000 euro! So I didn’t get benefits from being in level 3 vip!
my vip level now is just same as any person who open new account, no any benefits extra, despite my 14000 euro balance and my minimum 10k wagering everyday!
this is not fair, please support me with that, since the casino not allowing me to withdraw again for December, even for January I am currently allowed to withdraw only 7000, so I need 2 months to withdraw my balance! There is high chance I lose all the money during that 2 months!
your support with that is appreciated!
Public
Public
4 months ago
Dear Fathi321,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.
However, we regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives VIP status and who does not. I apologize for not being able to provide more assistance in resolving this case. Please let me know if there is anything else I can help you with, otherwise, I will have to reject this complaint.
Thank you for your understanding.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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