The player from Germany had requested MrPacho Casino to block his account and was still able to deposit €700. They had asked for a refund, asserting that the casino hadn't implemented their request to block the account, but the money hadn't been returned yet. We had asked the player for more information and extended the response time, but due to the lack of response from the player, we were unable to proceed with the investigation. The case was therefore rejected.
MrPacho Casino - Player's refund request has been delayed.
Amount: €700
MrPacho Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Translation
I have been playing at Mr. PACHO for several months and, of course, never won anything. I asked the casino to block my account, yet a few weeks later, I was still able to deposit €700. I requested a refund because they knew about my problem and I had requested my account to be blocked which was not implemented. So far, the €700 has not been refunded. I think it's extremely disappointing that Mr. PACHO does not take account deactivation seriously, even when they know the player has a problem, it is only exploited.
Automatic translation:
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6 months ago
Dear Karo05,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Dear Karo05,
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.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
