The player from Austria faced account suspension at Mr Pacho Casino following a withdrawal request of €6000 after successful verification, with the casino citing a violation of rule 4.1 without further clarification. Attempts to resolve the issue through customer support had been ineffective. The Complaints Team concluded that the account had been blocked due to a deposit made from a third-party account, which was against casino policy. As a result, the complaint was rejected, and no further assistance was provided.
MrPacho Casino - Player’s account has been closed after a withdrawal request.
Amount: €6,000
MrPacho Casino
Safety Index:Very highSafety Index
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9.6
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello. I have a dispute with Mr Pacho Casino. They suspended my account after I requested a withdrawal and got verified. The reason given by Mr Pacho is a violation of 4.1. Unfortunately, I'm not aware of any mistake I made. I have also received withdrawals before, but never such a large amount. It's about €6000. Contacting them doesn't help; I've tried several times, and their customer support is really poor.
I need assistance, please.
Automatic translation:
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Public
2 months ago
Dear Pamela1985,
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.
Did you register with accurate information?
Did you deposit using a payment method registered in your name?
Have you ever requested a self-exclusion from any casino?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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2 months ago
Translation
Hello Dominika.
Thank you for the quick reply.
No, I was registered with a spelling mistake with my name.
But I got everything right and then had to verify myself: driving license, proof of bank account, proof of address.
After that I requested a withdrawal and then the account was blocked by an admin.
Unfortunately, my partner deposited money from his account. He made this mistake because I was logged in, but he also has an account with Mr Pacho. Unfortunately, he mixed this up. But money was also deposited from my account. This has never been a problem, I have been here for 2 years.
I requested a self-exclusion from another casino but that was a long time ago.
I will send you screenshots of the support responses by email.
Mfg Pamela
Automatic translation:
Public
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2 months ago
Dear Pamela1985, unfortunately, the deposit was made from an account not registered in your name. Please note that depositing using a third-party payment method is strictly prohibited. You are responsible for ensuring that all information associated with your casino account is accurate and compliant with the casino's policies.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
