MrPacho Casino - Spieler wird beschuldigt, ein doppeltes Konto zu haben.

After making a deposit of 46 EUR, I won 1500 EUR. When I tried to cash out, they requested a verification process that lasted for 10 days (including passport confirmation, address confirmation, and finally 6 months of bank statements, which I don't normally have). After all of that, I tried to cash out again but I couldn't. In the chat, they told me that I already have a duplicate account, which is why I couldn't cash out. But I never opened an account with MR Pacho, and now they're threatening to close my account and delete my winnings!!!

Nach 46eur Einzahlung hab ich 1500eur gewonnen,wollte auszahlen dann haben sie verification verlangt die 10 tage dauerte,(passport adresse bestätigung und schließlich 6 monate zurück Kontoauszüge was ich normal nicht finde)nach allem dem probierte ich wieder Auszahlung zu machen,ging nicht,im chat haben sie mir gesagt das ich schon Duplikat account habe deswegen geht das nicht.ich habe aber nie konto eröffnet bei MR Pacho,jetzt Drohnen sie mit account schließung und gelder löschen!!!

Dear Tutankamun1,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with the help of a casino bonus?
• Could you please send me the correspondence from the casino where they made the accusations against you? You can post screenshots here or please send me this information to my email at tomas@casino.guru

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,

Tomas

So don't get any bonus money

Nobody played in the same household

I'll take screenshots for you

Also keine bonusgeld bekommen

Keiner im selben haushalt gespielt

Ich werde für sie Screenshots machen lg

Problem has just been solved

Problem würde soeben gelöst

Dear Tutankamun1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru