MrPacho Casino - Player's bonus balance has been confiscated.

Firstly, the RTP (Return to Player) is high in demo, but significantly low when playing with real money.

The issue I encountered was that I had a balance of 24€ from the bonus, and it was taken away when I activated the free spins. Turns out, the bonus expires in ten days, and the spins are 20 per day for 10 days. That's why I activated them both on the first day. Their response was that they cannot be active simultaneously, hence why they deducted the bonus money.

It remains unclear whether you can activate the spins after depleting the bonus or after the ten-day expiry period.

The critical point is for people to know that they should first use up the bonus until it's lost or expires on the tenth day. Supposedly, it's then that you can select the spins. But as per the terms I read, the spins are 200 and are used in the first ten days at the rate of 20 per day. This felt like a scam to me.

Also, I wouldn't recommend it because there is a massive difference in winnings between playing in demo mode and playing for real. I decided to give it a try because it had good reviews online. But since I'm cautious about these matters, I only deposited 25€. Given what happened, I believe I made the right call.

Thank you.

Dear alejandro30578481,

Thank you for submitting your complaint. I'm sorry to hear that you had a negative experience with MrPacho Casino. To better understand your situation, may I ask you a few questions? Did you activate the "100% up to €500 + 200 free spins" welcome bonus? How did you see the bonus in your profile? Did the bonus consist of two parts, and were the free spins shown as a separate bonus that needed to be activated? I have checked the bonus Terms and Conditions, and this is what I found:

4. After the qualifying deposit is made, the player receives the option to activate the deposit bonus and the free spins one by one in the Profile section.

4.1 First deposit bonus spins are added as a set of 20 per day for 10 days - amounting to 200 bonus spins in total. The first 20 bonus spins are available to be claimed from the moment the qualifying deposit is made, for the next 24 hours. The following batches of 20 bonus spins can be claimed on each of the next 9 days after the exact hour at which the first deposit is made, within the next 24 hours again (for example: if you make your first deposit at 10:30 a.m. today, the first batch of bonus spins can be claimed from 10:30 a.m today until 10:29 a.m. tomorrow. The 2nd batch can be claimed from 10:30 a.m. tomorrow until 10:29 a.m on the following day and so on).

4.2 Each batch of 20 free spins can be claimed within 24 hours from being available, otherwise they will expire.

13. The wagering requirement of any bonus must be completed within 10 days of the bonus activation. Should the wagering not be met in this timeframe, the bonus amount and any potential winnings will be voided.

If I understand correctly, it appears that players have 10 days to use their bonus, but they must activate their free spins within 24 hours after depositing. However, they must not activate the free spins if the 100% bonus is active, or they will lose the free spins. If this is accurate, it doesn't seem fair.

Regarding the RTP, we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. 

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

Best regards

Veronika

Hello Veronika:

Well, you're proving me right. First I activated the €25 bonus and when I had half an hour left to play €24 of the €50 that added up to the deposit and the bonus, I decided to play the free spins, which were 20 as it was the first day and then they took away the €24 . When I complained they responded that the bonus and the spins cannot be active at the same time and they stole the €24. As you can see, both the spins and the bonus have to be activated on the first day because you lose the spins at a rate of 20 per day and the bonus expires in ten days and you have to activate it quickly to be able to release it.

Thank you very much and I hope that the money they took from me will be refunded.

Before we proceed with the resolution of your case, could you please forward me any relevant communication between you and the casino regarding this issue? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

Hello Veronika.

I complained to the casino through chat but I didn't take a screenshot.

They say that they cannot activate the free spins if the bonus is active and that their rules say so but their rules do not say that. The money was confiscated and I see that they have no intention of returning it. Since it is a small amount I don't care but I will never play there again.

Curiously, this casino has an apk on Google Play called MrBeest Casino and we already know that these Google apks are a scam.

If you don't want to return what was illegally confiscated, nothing happens. My complaint is to let people know that it is a scam.

Here they give it 7.6/10 and it makes me laugh.

Try putting in a little money, activate the bonus, play and then activate the free spins. You will see that your bonus is confiscated.

Greetings.

Thank you very much, alejandro30578481, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much Veronica.

Dear alejandro30578481,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Thanks Josef.

Dear all,

Hope you are doing well!

We would like to inform you that according to the rule 14 of our welcome bonus: This bonus cannot be combined with other bonuses (promotions) at the same time. If you activate another bonus or claim free spins while having an active bonus, the currently active bonus and any corresponding winnings will be automatically removed. In accordance with this rule, the 24 euros that our client is talking about were deducted from his account. You can find the rule here: https://mrpacho.com/en/promotions/welcome-bonus (paragraph 14).

We hope for your understanding.

Best wishes,

Mr. Pacho Casino Representative.

Dear alejandro30578481,

I am very sorry about the situation, but I can only confirm the casino statement. Based on the casino's conditions, I believe the action was justified. It's not even standard to be able to combine the bonuses. I recommend using just one bonus at a time to avoid similar issues. Is there anything else I can help you with?

Dear alejandro30578481,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.