MrPacho Casino - Player faced with withdrawal restrictions.

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!

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.

Hi

so we can nothing about that, can you please delete my complain

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.