MrPacho Casino - Der Antrag des Spielers auf Selbstausschluss wird ignoriert.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with MrPacho Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Did you receive a response from the casino via email regarding your self-exclusion requests?

Yes, I always received replies. But they were always just offers with free spins to convince me to stay, or replies saying that it was only possible via the VIP Manager (which is nonsense according to the terms and conditions).

They simply refused to close the account.

If you haven't received a reply via email, have you tried contacting the casino via live chat or other official communication channels?

It all happened via email. I wrote several emails.

Could you please confirm whether you have successfully completed the KYC verification at this casino?

Yes, I have.

Could you please share your communication with the casino? Send emails or chat logs to my email address at attila.g@casino.guru Or post screenshots here.

completed

Haben Sie vom Casino per E-Mail eine Antwort auf Ihre Anträge auf Selbstsperrung erhalten?

Ja, es kamen immer Antworten darauf. Aber immer nur Angebote mit freespins, um mich vom Bleiben zu überzeugen oder Antworten, dass das nur über den vip Manager geht (was Quatsch ist anhand den agb).

Man hat sich schlicht geweigert den Account zu schließen.

Falls Sie keine Antwort per E-Mail erhalten haben, haben Sie versucht, das Casino über den Live-Chat oder andere offizielle Kommunikationskanäle zu kontaktieren?

Es lief alles über Email ab. Ich habe mehrere Emails geschrieben.

Könnten Sie bitte bestätigen, ob Sie die KYC-Verifizierung in diesem Casino erfolgreich abgeschlossen haben?

Ja habe ich.

Könnten Sie bitte Ihre Kommunikation mit dem Casino teilen? Senden Sie E-Mails oder Chatprotokolle an meine E-Mail-Adresse unter attila.g@casino.guru Oder posten Sie Screenshots hier.

erledigt

Hello gandhi1988,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Unfortunately, I have not yet received any emails from you. Please understand that we will be unable to proceed without the necessary supporting evidence. As I mentioned previously, you can reach me at attila.g@casino.guru. If you have difficulty reaching me there, you can also send the information to complaint@casino.guru, or you may attach any relevant screenshots directly in this thread. Thank you for your cooperation.

The casino has agreed to a refund of €800.

Then I received an email stating that the money had supposedly been sent, but since nothing arrived, the casino told me there had been a technical error.

I haven't heard anything for two days now, and my emails haven't been answered yet.

There's still no money.

Das Casino hat eine Rückerstattung von 800 € zugestimmt.

Dann habe ich eine E-Mail erhalten, dass das Geld angeblich gesendet wurde, da aber nichts angekommen ist, wurde mir vom Casino gesagt, es lag ein technischer Fehler vor.

Jetzt habe ich schon seit zwei Tagen nichts gehört und meine E-Mails wurden noch nicht beantwort.

Geld ist auch noch keins da

Hello, could you please involve the casino?

I haven't received a reply to my emails for a week.

The money was allegedly sent, then there was a technical error, and since then there has been no further response.

Hallo, können Sie bitte das Casino involvieren ?

Seit einer Woche keine Antwort auf meine E-Mails.

Angeblich wurde das Geld gesendet, dann ein technischer Fehler und seitdem keine Rückmeldung mehr

Hello,

Thank you for the update.

At this stage of the complaint resolution process, we are focusing on collecting the necessary evidence from the player's side before contacting the casino. Unfortunately, I have still not received the email correspondence you previously mentioned.

Could you please forward the relevant emails, including your self-exclusion requests, the casino's responses, and the communication regarding the agreed refund? You can send them to attila.g@casino.guru or, if you experience any issues, to complaint@casino.guru.

Please understand that without this supporting evidence, we will not be able to properly assess your case or proceed with the complaint. If we do not receive the requested documentation, we may have to close the complaint due to insufficient cooperation.

Thank you in advance for your understanding and cooperation.

I have forwarded all the emails to you.

The casino has already agreed to a refund, but I haven't heard anything for over a week now, after there were payment difficulties.

Ich habe dir alle E-Mails weitergeleitet.

Das Casino hat bereits eine Rückerstattung zugestimmt, seit über einer Woche habe ich jetzt aber nichts mehr gehört, nachdem es Zahlungsschwierigkeiten gab.

Can you please finally help me?

Können Sie mir bitte endlich helfen?

Hello gandhi1988,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Is anyone still here? The casino is ignoring all my messages.

Ist hier noch jemand? Das Casino ignoriert jede meiner Nachrichten

Thank you for your response, and I apologize for my delayed response. To proceed with the complaint, could you please share your correspondence in which you mentioned gambling addiction, dated August 8, 2025? Thank you for your patience and cooperation.

Hello Attila. For 5 weeks I have been hoping that the casino will finally be involved so that this case can be resolved.

I have no idea what you mean by August 8, 2025. Have you mixed something up? Or can you explain it to me?

The casino has already admitted its mistake and confirmed a refund. It claims the refund was sent but never arrived. Emails attached.

I urgently need someone to finally involve the casino, otherwise I'll be ignored for weeks to come. This matter needs to be resolved, as it's taking a toll on my mental health!

I have already read every single email

Hallo Attila. Seit 5 Wochen hoffe ich, dass endlich das Casino eingebunden wird, damit dieser Fall gelöst wird.

Ich habe keine Ahnung, was du mit dem 08. August 2025 meinst. Hast du hier etwas verwechselt? Oder kannst du mir das erklären?

Das Casino hat seinen Fehler bereits zugegeben und eine Rückerstattung bestätigt. Angeblich wurde diese auch schon gesendet, aber ist nie angekommen. Emails anbei.

Ich brauche bitte jemand, der endlich das Casino involviert, sonst werde ich weitere Wochen ignoriert. Der Fall muss endlich erledigt werden, da er an meiner Psyche kratzt!

Ich habe die jede einzelne email bereits zur

Can this complaint finally be properly addressed?

Kann diese Beschwerde endlich mal ordentlich bearbeitet werden?

Could someone else please handle the complaint? This can't be right!

Kann bitte jemand anderes die Beschwerde bearbeiten, das kann doch nicht sein

Hello Attila.

I must have mixed up an email address.

To be honest, I got confused with all the open complaints, and since this complaint has been under review for over a month and still hasn't been forwarded to the casino, I mixed up the emails.

Your statement isn't entirely correct.

I have been trying to close my account since May 14, 2026.

The reasons were always the same: gambling addiction, losing too much money, uncontrolled gambling behavior, etc.

My account was only blocked at the end of June when I requested a refund of my deposits.

Previously, my account closure request was always ignored and not processed; I was even persuaded not to close the account.

I don't think that's a reasonable timeframe.

Attached is the live chat from May 14, 2026, in which I disclosed my gambling addiction and was instructed to send an email with my email address and date of birth.

That's exactly what I did that day.

And after that, as already described several times, I repeatedly tried to have this account finally closed.

As previously announced, the casino has already admitted its mistake.

I have a confirmed refund, but it still hasn't arrived after three weeks.

The casino confirmed a refund of €800, which was the sum of my deposits.

As mentioned, there was a technical error, and I have not received any further emails or updates.

None of my emails are being answered.

I really need your help now to get in touch with the casino so they can pay the money as soon as possible and we can resolve the case.

Hallo Attila.

da habe ich wohl eine E-Mail verwechselt.

Ich bin ehrlich gesagt, bei den ganzen offenen Beschwerden durcheinander gekommen und da diese Beschwerde nun schon seit über einem Monat bearbeitet wird und noch immer nicht an das Casino weitergeleitet wurde, habe ich die E-Mails vertauscht.

Deine Aussage stimmt aber so nicht ganz.

Ich versuche seit dem 14.5.2026 meinen Account zuschließen.

Die Gründe waren immer die gleichen: Spielsucht, zu viel Geld verloren, unkontrolliertes Spielverhalten etc.

Mein Account wurde erst Ende Juni gesperrt, als ich meine Einzahlungen zurückforderte.

Davor wurde meine Account Schließung immer ignoriert und nicht bearbeitet, man hat mich sogar überredet, den Account nicht zuschließen.

Ich finde nicht, dass das ein angemessener Zeitraum ist.

Anbei auch noch mal der Live Chat vom 14. Mai 2026, indem ich meine Spielsucht mitteilte und angewiesen wurde, eine E-Mail mit meiner E-Mail-Adresse und dem Geburtstag zusenden.

Genau das habe ich an diesem Tag auch getan.

Und danach habe ich wie bereits mehrmals beschrieben, des Öfteren versucht, dass dieser Account endlich geschlossen wird.

Wie bereits mitgeteilt, hat das Casino seinen Fehler bereits eingeräumt.

Ich habe eine bestätigte Rückerstattung, die allerdings nach drei Wochen noch immer nicht angekommen ist.

Das Casino hat eine Rückerstattung in Höhe von 800 € bestätigt, was die Summe meiner Einzahlungen war.

Nachdem es wie gesagt, eine technischen Fehler gab, habe ich keine weitere E-Mail erhalten und auch kein Update.

Auf alle meine E-Mails wird nicht geantwortet.

Ich brauch jetzt wirklich deine Hilfe, mit dem Casino in Kontakt zu treten, damit diese das Geld schnellstmöglich zahlen und wir den Fall lösen können.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello gandhi1988, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of MrPacho Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for reaching out.

We have requested additional information regarding this case from the relevant department and are currently awaiting their response. We will get back to you with an update as soon as we receive further information.

Kind regards,

MrPacho Casino Team

Dear gandhi1988,

Thank you for your patience.

We have requested and received information regarding your case. We can confirm that your account has been permanently closed with no possibility of reopening, as you have already been informed.

Regarding your refund request, we would also like to confirm that it was reviewed and declined in accordance with Clause 6.6.2 of the Terms and Conditions. Under this provision, a refund cannot be issued once the relevant deposit or associated bonus has been used to place a bet.

Kind regards,

MrPacho Casino Team

Hello, sorry, but that's absolutely outrageous.

A refund should be issued, as my account was not closed as requested.

The request to close the account was explicitly communicated to the casino several times.

The casino also confirmed the refund to me.

I was even told the money had been sent, but then there was supposedly a technical error.

The casino's response is completely incomprehensible to me and I consider it an outrage.

I urgently hope for help from Casino Guru here.

I have again provided Casino Guru with the relevant email history and am also sending the casino screenshots here again.

Hallo, sorry, aber das ist eine absolute Frechheit.

Eine Rückerstattung sollte durchgeführt werden, da mein Account nicht wie gefordert geschlossen wurde.

Die Forderung der AccountSchließung wurde mehrmals ausdrücklich an das Casino übermittelt.

Die Rückerstattung wurde mir auch seitens des Casino bestätigt.

Mir wurde sogar gesagt, das Geld ist geschickt, dann gab es aber angeblich einen technischen Fehler.

Die Antwort des Casinos ist für mich absolut nicht nachvollziehbar und empfinde ich als Frechheit.

Ich hoffe hier dringend auf die Hilfe von Casino Guru.

Ich habe Casino Guru erneut den relevanten E-Mail Verlauf zur Verfügung gestellt und sende hier auch noch einmal die Screenshots des Casinos rein.

Dear MrPacho Casino, can you let us know, why was the player promised a refund of 800 EUR as per the original e-mail? Alternatively, you can e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals from 21/06 until the account closure, so I can review it and advise the refund amount according to our Fair Gambling Codex.

Dear all,

Thank you for your patience.

We have requested additional information regarding this matter from the relevant department and are currently awaiting their response. We will provide an update as soon as we receive further information.

Kind regards,

MrPacho Casino Team

Is there any way to speed this up?

I have been waiting for my money back for two months now and am no longer even getting a reply from the casino via email, despite at least 10 emails I have sent inquiring about it.

Kann man das irgendwie mal beschleunigen?

Seit zwei Monaten warte ich hier auf die Rücksendung meines Geldes und bekomme nunmehr nicht mal mehr eine Antwort per E-Mail von Casino, trotz mindestens 10 E-Mails, die ich zur Nachfrage gesendet habe

Dear gandhi1988,

Thank you for your patience.

Please provide details in writing form, so we can proceed with the request:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Kind regards,

MrPacho Casino Team

Dear gandhi1988, please never ever share your personal details on public forums like this one. While I can set it up as "private post" so only you, the casino representative and I can see it, internet is being crawled by malicious bots and hackers constantly, in search for personal data that can be misused for fraud. Please send your payment details directly to the casino via e-mail support@mrpacho.com, with subject: Casino Guru Complaint 218239. Thank you for your understanding.

Hello,

Okay. It was just my name and my crypto wallet... 🙂

I contacted the casino via email and shared the information.

The casino has had this information for two months already. I've just been ignored so far.

The question now is whether it's okay for the casino to send the amount via crypto.

As I said, my bank account is currently closed.

And I hope this doesn't take several more weeks and we can finally resolve it.

Hallo,

alles klar. Es war ja nur mein Name und mein crypto wallet.. 🙂

Ich habe das Casino per Email kontaktiert und die Infos geteilt.

Diese liegen dem Casino aber schon seit 2 Monaten vor. Ich wurde nur bisher ignoriert.

Die Frage ist jetzt, ob es für das Casino ok ist, den Betrag über crypto zu senden.

Wie gesagt, mein Bankkonto ist aktuell geschlossen.

Und ich hoffe, dass dies jetzt nicht wieder mehrere Wochen dauert und wir das endlich lösen..

Thank you :)

Dear MrPacho Casino, please let us know once the payment has been processed on your end. Thank you.