MrPacho Casino - Igrački račun ostaje otvoren uprkos zahtevu za zatvaranje.

They are not closing my account. I emailed them to close my account 1 week ago stating the reason that I have a gambling problem. Still my account is open.

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Dear soccer,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@mrpacho.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello [redacted],

Thank you for your message and for sharing these details.

We’re sorry to hear about your experience and understand how important it is to have your request addressed promptly, especially in this situation.

We can confirm that your accounts have now been closed following your request. Due to a high volume of incoming emails, there was a delay in processing, as requests are handled in the order they are received. A confirmation has also been sent to your email address. If you need any further assistance or have additional concerns, please feel free to contact our support team.

We wish you all the best moving forward.

Kind regards,

MrPacho Casino Team

Dear MrPacho Casino,

Thank you for the update.

Dear soccer, could you please confirm whether your account has been fully closed? Additionally, were any deposits made into the account after you submitted your self-exclusion request?

Alternatively, please let me know if we can close this complaint as resolved.

Thank you in advance for your response.

Best regards,

Attila

Yes, I made couple of deposits after submitting self exclusion request.

And infact, I managed to win decent amount with deposit bonus. But they confiscated all the money saying that the max win is just 5X. but on their website, it doesn't clearly stated anywhere that the winning amount from deposit bonus is 5× maximum after completing wagering requirements.

And yes my account has closed now.

Dear Player,

Thank you very much for your response. Could you please provide proof of the deposits you made prior to your account being blocked? This could include bank statements, transaction confirmations, or screenshots showing the deposits.

Additionally, could you please advise when exactly did the casino close your account?

Thank you very much in advance for your reply.

Best regards,

Attila

You should have a record of everything if you are genuine and fair. Why are you asking me? I am sending you an e-transfer from my bank account. I deleted all other emails from this casino.

Sorry, disregard the previous email with screen shots. I am sending you the new screen shots which show money deposited into the Casino.

thanks

Dear soccer,

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 soccer, 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 ask the representative of MrPacho Casino to confirm the date of reception the initial self-exclusion request, the date of account closure, and whether any deposits and withdrawals were made in that time. 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. None wil be shared or forwarded further.

Thank you for your patience and cooperation in advance.