HomeComplaintsMrPacho Casino - Player's winnings disappeared from account.

MrPacho Casino - Player's winnings disappeared from account.

Amount: €180

MrPacho Casino
Safety Index:High
Submitted: 12 Oct 2023 | Case closed : 06 Dec 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

11 months ago

The player from Germany had reported an issue where her winnings of 180 Euros from an online casino had disappeared from her account. Despite attempts to address the issue with the casino's support team, she had received no response. She also claimed that her account had been suddenly closed. We contacted the casino, which provided evidence that the player's bets were calculated correctly and winnings were credited to the player's account. .We marked the complaint as 'rejected'.

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1 year ago
Translation

I have deposited more than 300 Euros, and during the game, I was finally able to win 180 Euros from my free spins. This amount just disappeared immediately afterwards. I have tried to resolve the issue with Support on my own, but so far no one has responded. They said they would review it, but I've never experienced anything like this before. From what I have read on one website, it seems this is not an isolated incident! I feel cheated and I want my money back.

Automatic translation:
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1 year ago

Dear txxsp2crcw,

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.

  • Could you please advise if you accumulated your winnings from Free Spins solely?
  • Have you been advised why were your winnings voided?
  • Have you redeemed any free bonuses from this casino in the past?

If there’s any relevant communication, please forward it along with a screenshot of your bonus history to petronela.k@casino.guru.

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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1 year ago

Dear txxsp2crcw,

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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1 year ago
Translation

No, my winnings didn't just consist of free spins. I got one with a normal deposit without a bonus in the normal game. I was lucky and won some free spins. The amount of 180 euros was displayed and immediately disappeared. I immediately filed a complaint and to date there has been no response after the complaint wanted to be examined…. . It wasn't a free bonus, I deposited, got lucky in the game and got free spins and won. And in an instant it was all gone. I've read on other sites that I'm probably not an isolated case. This is extremely criminal

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1 year ago

Thank you very much, txxsp2crcw, for the clarification. Kindly share your game history with petronela.k@casino.guru so that we can conduct a more detailed analysis of your game logs.

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1 year ago
Translation

Unfortunately I can no longer send or copy them because my account has suddenly been closed due to some kind of violation. After I complained that fraud was being committed there. Very strange and absolutely unacceptable for a casino. Unfortunately, I have read several times that winnings disappear in this casino. The authorities should keep an eye on it

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1 year ago
Translation

Then I would like to have my deposited money back. What's that supposed to mean

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1 year ago

Thank you very much, txxsp2crcw, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

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1 year ago
Translation

thanks, I hope so too

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1 year ago

Dear txxsp2crcw,


I am so sorry to hear your winnings disappeared. I will contact the casino and try to resolve the issue as soon as possible.


I would like to invite a MrPacho Casino representative to join this conversation and participate in resolving this complaint.


Dear MrPacho Casino,


Could you please state why the player's winnings disappeared?


Thank you in advance for providing the information.


Kind regards,

Stefan

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1 year ago

Dear Casino Guru Representative,


Thank you for your request.


We would like to inform you that a player contacted us on October 7 regarding an unsuccessful bet in the casino, and provided the following information regarding the bet:

- the exact time, when the bet was placed; 19:15

- the balance before, and after you placed this bet; 40/50 euros

- the name of the game, where you placed the bet; adventue Fire blaze Jackpot

- the amount of the bet. 50 Cent

Id - 105.892372962

And provided us with a screenshot.


After that, a detailed check was carried out and it was found that the bet was successfully and correctly calculated.

We can provide you with all the evidence for this.


Thank you for understanding!


With best regards,

Mr.Pacho casino


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1 year ago

Dear txxsp2crcw,


Could you confirm if the above-mentioned ID: 105.892372962 is the bet you are referring to?


I am looking forward to your response.


Kind regards,

Stefan

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12 months ago
Translation

That was the game and somewhere along the line the winnings disappeared. Nothing was properly credited or checked! As I said, this isn't the first time this has happened at your casino as I've read! Stitch???

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12 months ago
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Such casinos should be closed, there are enough rip-offs running around outside! Go work for your money and don't rip people off so shabbily

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12 months ago

Dear MrPacho Casino,


Could you forward this issue to the game provider who can check the game and give us an official statement?


Thank you very much in advance for providing the information.


Kind regards,

Stefan

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12 months ago

Dear Casino Guru Representative,


Thank you for your reply.


We would like to inform you that in order to pass the issue to the provider for processing of the unaccounted winnings, we need to identify the ID of the bet that the player has placed. After that, we will be able to find this bet and submit it for processing.

The player must provide the ID of the bet, and we will verify it without any problems. The player's bet, which the client indicated above, was calculated correctly, and the winnings were credited to the player account. For our part, we can provide you with evidence of this.


We hope for your understanding!


With best regards,

Mr.Pacho casino

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12 months ago
Translation

I think I've already made myself more than clear. During this period of time in the game mentioned, between 7:14 p.m./15 p.m., the amount won simply disappeared, it wasn't credited, it was displayed and it was gone, it wasn't even transferred. You finally understand that ??? Of course it is not visible in the normal course. Are you kidding me??

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12 months ago

Dear MrPacho Casino,


Could you send multiple bets from 7:14 pm to 7:15 pm to the game provider for verification?


Thank you very much in advance.


Kind regards,

Stefan

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12 months ago

Dear Casino Guru Representative,


Thank you for your reply.


We will pass your request to check this period of time to the game provider and contact you as soon as we have the results in front of us.


We hope for your understanding!


With best regards,

Mr.Pacho casino

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12 months ago

Dear MrPacho Casino,


Thank you for your response.


Please let us know once you receive an official response from the game provider.


I am looking forward to your response.


Kind regards,

Stefan

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12 months ago
Translation

Now I was blacklisted by the casino why? Because they want to expose your fraud or what's going on with you? I have played in many casinos but you really hit the jackpot here. I have never been banned from a casino. Without hand and foot. Suddenly I violated something! If you continue like this I will send the game commission down your throat. Your scammer

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11 months ago

Dear MrPacho Casino,


Could you state why the player's account was banned?


I am looking forward to your response.


Kind regards,

Stefan

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11 months ago

Dear Casino Guru Representative,


Thank you for your reply.


We would like to inform that the player's account registered to the email from which this complaint was published was not closed at our casino. In addition, there was gaming activity from this player yesterday (12.11.2023 UTC time), so unfortunately, we cannot understand what the player is trying to say with the words "blacklisted by the casino". In this case, we can ask the player to provide us with a screenshot of the error so that we can analyze this situation in more detail. As for the unpaid winnings, the issue is still under investigation, so as soon as we know something, we will let you know.


We hope for your understanding!


With best regards,

Mr.Pacho casino

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11 months ago

Dear txxsp2crcw,


Could you explain, what you mean by "blacklisted by the casino"?


I am looking forward to your response.


Kind regards,

Stefan

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11 months ago

Dear txxsp2crcw,

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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11 months ago
Translation

They wrote that to me and I have no idea. If I'm honest it should be obvious somewhere here. Was written about Casino Guru. But I can't find that anymore either. I just find it very strange that the casino has done something like this so often, the money disappears. This is fraud in any case.

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11 months ago

Dear MrPacho Casino,


Did you manage to receive an official response from the game provider?


I am looking forward to your response.


Dear txxsp2crcw,


Do you have access to your casino account?


Thank you very much in advance for providing the information.


Kind regards,

Stefan

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11 months ago

Dear Casino Guru Representative,


Thank you for your reply.


We would like to inform you that we have received a response from the game provider. They noted that there were no errors in the player's bets during the time period you asked us to check (7:14 pm to 7:15 pm). The game provider just mentioned that the winnings are 0 so nothing won in any of them. We also have all the evidence for this statement, so we can provide you with information from the game provider.


We hope for your understanding!


With best regards,

Mr. Pacho casino

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11 months ago

Dear MrPacho Casino,


Thank you for your response.


You can send it to my email address stefan.m@casino.guru.


Kind regards,

Stefan

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11 months ago

Dear Casino Guru Representative,


Thank you for your reply.


We have emailed you with all the screenshots provided by the game provider.

If you need anything else, we will be happy to provide you with information.


We hope for your understanding!


With best regards,

Mr. Pacho casino

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11 months ago
Translation

Great help! Such casinos should be closed. Fraud at its finest. And no real help! Nowadays you can falsify receipts as much as you want. As I said, I'm not the only person on the internet who has had something like this happen on this dubious website. Maybe you should be properly monitored... enjoy the money for doing nothing and screwing people over. Find real work...

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11 months ago

Dear txxsp2crcw,


I would like to ask you to behave appropriately as we are trying to help you.


Dear MrPacho Casino,


Could you provide us with an official statement from the game provider?


Thank you very much in advance for providing the information.


Kind regards,

Stefan

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11 months ago

Dear Casino Guru Representative,


Thank you for your reply.


We would like to inform you that we have already sent you an official proof from the game provider, which contains several screenshots of the player's bets. These bets were losing. Unfortunately, we do not understand what you mean by "official statement" in this case, as the response from the provider was a final one with these screenshots.


We hope for your understanding!


With best regards,

Mr. Pacho casino

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11 months ago

Dear MrPacho Casino,


I would like to ask you to provide us with an email from the game provider, including these screenshots. Just to make it clear that it is from the game provider.


Thank you very much in advance for providing the information.


Kind regards,

Stefan

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11 months ago

Dear Casino Guru Representative,


Thank you for your reply.


We have sent you another email with screenshots showing the sender and the result of the verification of the game provider.

If you need anything else, we will be happy to provide you with information.


We hope for your understanding!


With best regards,

Mr. Pacho casino

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11 months ago

Dear MrPacho Casino,


Thank you for your response and the information provided.


Would it be possible to provide us with the .msg email? Or at least a screenshot with the date and also an email which was sent to the game provider?


Thank you very much in advance for providing the information.


Kind regards,

Stefan

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11 months ago

Dear Casino Guru Representative,


Thank you for your reply.


The email conversation contains company internal information and names. Unfortunately, we will not be able to provide you with this information.


We hope for your understanding!


With best regards,

Mr. Pacho casino

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11 months ago

Dear txxsp2crcw,


We believe that the casino's decision was correct, but since we haven't received the complete evidence from the casino, there is not much that can be done without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach.


In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 


Could you provide me with a screenshot when you file a complaint to the authority?


Thank you very much in advance for providing the information.


I wish I could be of more help. I sincerely hope you will not come across a problem like this again.


In case you need any help, please contact me at stefan.m@casino.guru.


Kindest regards,

Stefan, Casino.Guru

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11 months ago

Dear Casino Guru Representative,


Hope you are doing well.


We would like to inform you that we have sent the most informative version of the screenshot of our letter to the gaming provider. The "sensitive details" are anonymized in the provided screenshot.


We hope for your understanding!


With best regards,

Mr. Pacho casino

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11 months ago

Dear MrPacho,


I have reviewed your provided screenshot and it seems legit. Thank you very much for your cooperation.


Hello txxsp2crcw,


The game provider Playtech has confirmed that the games are legitimate.


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.

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