MrPacho Casino - Player's winnings disappeared from account.

Habe mehr als 300 Euro einbezahlt dann habe ich endlich während des Spiels Freispiele bekommen und 180 Euro gewonnen diese sind unmittelbar danach einfach verschwunden . Habe versucht es eigenhändig den Support zu regeln.Bis jetzt hat sich noch niemand gemeldet . Man wollte dies überprüfen habe sowas noch nie erlebt .wie ich auf einer Seite gelesen habe ist das wohl kein Einzelfall ! Ich fühle mich betrogen und ich will mein Geld

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

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.

Nein mein Gewinn bestand nicht nur aus freispielen . eie habe ich noch normaler Einzahlung ohne Bonus im normalen Spiel bekommen . Ich hatte Glück und habe einige Freispiele gewonnen. Betrag von 180 Euro angezeigt und gleich verschwunden . Ich habe gleich Beschwerde eingereicht bis heute keine Antwort nach Beschwerde wollte geprüft werden …. . Es war kein kostenloser Boni ich habe einbezahlt dann Glück im Spiel gehabt Freispiele bekommen und gewonnen .und in einem nu war alles weg . Habe auf anderen Seiten gelesen das ich wohl kein Einzelfall bin . Das ist Höchst kriminell

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.

Kann ich ihnen leider nicht mehrschicken bzw kopieren da mein Konto jetzt plötzlich wegen irgend einem Verstoß geschlossen wurde . Nach dem ich mich beschwert habe das dort Betrug begangen wird . Sehr seltsam und absolut nicht tragbar für ein Casino . Das Gewinne verschwinden in diesem Casino habe ich jetzt leider schon mehrfach gelesen. Da sollten die Behörden mal ein Auge drauf werfen

Dann möchte ich mein eingezahltes Geld wieder haben . Was soll das

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.  

Danke das hoffe ich auch

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

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

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

Das war das Spiel und irgend wo in dem Zeitraum ist der Gewinn verschwunden. Es wurde gar nichts ordnungsgemäß gutgeschrieben oder geprüft ! Wie gesagt ist das bei eurem Casino nicht das erste passiert wie ich gelesen habe ! Masche ???

Solche Casinos sollte man schließen abzocker laufen genug draußen rum ! Geht arbeiten für euer Geld und zockt die Leute nicht so schäbig ab

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

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

Ich glaube ich habe mich doch schon mehr als deutlich ausgedrückt.In diesem Zeitraum bei dem erwähnten spiel ist zwischen 19:14/15 der Gewonnene Betrag einfach verschwunden er wurde nicht gutgeschrieben , wurde angezeigt und weg war es wurde nicht mal übertragen verstehen sie das endlich ??? Klar das es nicht im normalen Verlauf sichtbar ist . Wollen sie mich veräppelten??

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

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

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

Jetzt wurde ich vom Casino auf eine schwarze Liste gesetzt wieso ? Weil man eure Betrügereien aufdecken will oder was ist bei euch los ? Ich habe in vielen Casinos gespielt aber hier habt den Bock echt abgeschossen . Bin noch nie von einem Casino gesperrt worden . Ohne Hand und Fuß . Auf einmal habe ich gegen irgend was verstoßen! Wenn ihr so weitermacht schicke ich euch die Spiel Kommission auf den Hals . Ihr Betrüger

Dear MrPacho Casino,

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

I am looking forward to your response.

Kind regards,

Stefan

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

Dear txxsp2crcw,

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

I am looking forward to your response.

Kind regards,

Stefan

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.

Das haben die mir so geschrieben keine Ahnung wenn ich ehrlich bin müsste doch hier irgend wo ersichtlich sein. Wurde über Casino Guru geschrieben . Kann aber auch das nicht mehr finden. Ich finde es nur sehr komisch das das Casino so etwas schon häufiger gemacht hat , das Geld verschwindet . Betrug ist das in jedem Fall .

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

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

Dear MrPacho Casino,

Thank you for your response.

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

Kind regards,

Stefan

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

Tolle Hilfe ! Solche Casinos sollte man schließen lassen . Betrug vom aller Feinsten . Und keine wirkliche Hilfe ! Heut zu Tage kann man doch Belege fälschen wie man will . Wie gesagt ich bin nicht die einzigste im Internet der sowas passiert ist auf dieser unseriösen seit . Vielleicht sollte man euch mal richtig kontrollieren… erfreut euch an dem Geld fürs Nix tun und Leute bescheissen . Sucht euch richtige Arbeit …

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

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

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

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

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

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

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

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

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.