The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. We had advised the player to be patient, cooperate with the casino, and wait at least 14 days after requesting the withdrawal. We had asked the player for additional information and verification details to investigate further. However, the player failed to respond within the given time frame, leading us to reject the complaint due to lack of necessary information for further investigation.
MrPacho Casino - Withdrawal of player's winnings has been delayed.
Amount: €500
MrPacho Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I requested a payout of 500 € on 14.09.2023. After repeatedly inquiring, I was told there were technical difficulties with the payment processing. Then, it was suggested that I had already received the money in my player account in the form of stocks and bonds and gambled it away. None of these statements are true. The finance department claims I won't receive the money because I've spent it, but I haven't even received it. This win was made without any bonuses involved.
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1 year ago
Dear BiaMoon78,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Thank you for your reply, BiaMoon78. Do I understand correctly that the casino claims your balance was returned to your casino account and played? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
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1 year ago
Dear BiaMoon78,
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
I didn't have to do any KYC verification. Credited? Without any indication, this is deception. It was claimed that the payment provider had technical problems. Not true. A friend of mine had the same thing deducted. I would like to have all my deposits back. Otherwise, continue to be a lawyer
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1 year ago
Could you please post a screenshot of your withdrawal history here? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
