MrPacho Casino - La solicitud de reembolso del jugador se ha retrasado.

I have been playing at Mr. PACHO for several months and, of course, never won anything. I asked the casino to block my account, yet a few weeks later, I was still able to deposit €700. I requested a refund because they knew about my problem and I had requested my account to be blocked which was not implemented. So far, the €700 has not been refunded. I think it's extremely disappointing that Mr. PACHO does not take account deactivation seriously, even when they know the player has a problem, it is only exploited.

Ich habe über mehr monate bei Mr. PACHO gespielt natürlich nie etwas gewonnen. Ich bat das Casino meine Konto zu sperren einige Wochen später war es mir dennoch möglich 700 Euro ein zu zahlen. Ich bat um Rückerstattung da sie von mein Problem wussten und ich ja mein Konto sperren gelassen habe was nicht ausgeführt worden ist. Bis her kam es nicht zu Rückerstattung der 700 Euro. Ich finde es super traurig das Mr. PACHO eine Konto Sperrung nicht ernst nimmt selbst wenn sie wissen das der Spieler ein Problem hat wird es nur ausgenutzt.

Dear Karo05,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Dear Karo05,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.