MrPacho Casino - Die Auszahlung des Spielers wird aufgrund eines Kontoproblems abgelehnt.

I am the owner of a registered account on the mrpacho platform.

On the 17th, after receiving a withdrawal in my e-wallet, I requested another withdrawal and it was rejected.

According to what I've been told, my request was denied on the grounds of "duplicate accounts." They reserve the right to close my account without compensation, cancel all profits, and reject any withdrawal attempts.

An accusation I categorically deny, as this was the first time I had opened and used an account on this platform. I consider it completely false that I had a previous account.

Soy titular de una cuenta registrada en la plataforma mrpacho.

El dia 17,despues de haber recibido un retiro en mi monedero electronico,volvi a solicitar otro retiro siendo rechazado.

Segun me han informado mi solicitud fue denegada alegando "duplicidad de cuentas", con lo que dicen que se reservan el derecho a cerrarme la cuenta sin compensacion alguna, aplicandome la sancion de anularme todas las ganancias obtenidas y rechazarme cualquier intento de retiro que intente realizar.

Una acusación que niego rotundamente,ya que era la primera vez que abria y usaba una cuenta en esta plataforma. Considero totalmente falso que haya tenido una cuenta anterior.

Dear robentt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrPacho Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification and when it was?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

-There is no possibility that anyone in my household has created an account, since I live alone.

-I didn't get to verify the account, since I wasn't asked for it on the previous withdrawal I made, and when I entered the verification section, it said it wasn't necessary.

-Do not use any bonus from the bookmaker

-No hay posibilidad de que nadie de mi hogar haya creado una cuenta, ya que vivo yo solo.

-No llegue a verificar la cuenta, ya que no me la pidieron en el anterior retiro que realice y cuando entraba al apartado de verificacion ponia que no era necesaria hacerla.

-No utilice ningun bono de la casa de apuestas

Dear robentt,

Thank you for reaching out.

We have reviewed your case and can confirm that no duplicate accounts were found under your email address.

The previous withdrawal attempts were not rejected due to duplicate accounts but were automatically cancelled with the status "Transaction Expired." This status indicates that the required data for completing the withdrawal was not submitted within the allotted 60 seconds, and the process was therefore terminated automatically.

We recommend that you try to submit your withdrawal request again, ensuring that all required information is entered promptly.

At the moment, your most recent withdrawal request is being processed. Please note that this may take up to 96 business hours, in accordance with our Terms.

Should you experience any further issues, feel free to contact us via live chat or email for assistance.

Best regards,

Mr Pacho Team

Thanks both parties for your reply.

Dear robentt,

• Were you able to request a new withdrawal?
• Was your payout successful this time?

Please let me know about any further developments.

Yes, they paid me the withdrawal I requested. I currently have another pending withdrawal.

Si me pagaron el retiro que les pedi. En estos momentos tengo otro nuevo pendiente

I was paid for a pending withdrawal, it seems everything is resolved.

Thank you for your attention and mediation.

Me pagaron retiro pendiente,parece que todo esta solucionado.

Gracias por su atencion y mediacion.

Dear robentt,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru