MrPacho Casino - El jugador afirma que el pago se ha retrasado.

Hello, unfortunately, I haven't received my withdrawals of €355 and €400. Customer service and the supposed VIP manager keep telling me it's under review. However, I've had previous withdrawals that were processed quickly, even within two days. According to the terms and conditions, the casino pays out within 96 hours, but this time it hasn't. I'm not getting any clear answers; they claim there's no problem, that my payment is now their top priority, but nothing is happening.

The email address I've entered below has been invalid for two years, and the casino hasn't changed it despite multiple emails. I've also sent several cancellation notices before playing and before requesting withdrawals, but they've never responded.

I simply want my winnings paid out and then my account there closed.

Hallo, leider bekomme ich meine Auszahlung in Höhe von 355 € und 400 € nicht ausgezahlt. Ich werde vom Kundenservice und angeblichen VIP Manager immer vertröstet, dass es in der Prüfung wäre. Jedoch hatte ich vorher auch Auszahlung gehabt, die beschleunigt sogar innerhalb von zwei Tagen ausgezahlt worden sind. Laut AGBs zahlt das Casino innerhalb von 96 Stunden aus, leider erfolgt es diesmal nicht. Ich bekomme keine genauen Antworten , es gibt angeblich kein Problem, angeblich wär meine Zahlung jetzt an erster Stelle und an höchster Priorität und nichts passiert.

die E-Mail-Adresse, die ich unten hinein schreibe, ist seit zwei Jahren nicht mehr gültig und das Casino hat diese auch nach mehreren E-Mails nicht umgeändert. Ich habe auch schon mehrere Kündigungen geschrieben vor dem Spielen, vor den Auszahlungen, auch da wurde nie drauf eingegangen.

Ich möchte nun einfach nur mein Gewinn ausgezahlt bekommen und dann soll mein Konto dort geschlossen werden.

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Dear Phaedia,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Phaedia,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla