MrPacho Casino - La cuenta del jugador fue reabierta a pesar de su solicitud de autoexclusión.

Good day,

I first requested self-exclusion from the aforementioned online casino via email on May 23rd at approximately 10:00 AM – for my own protection due to my gambling addiction. I stated the reason. I sent another email on May 26th.

Since then, I have been able to deposit a further €900, which I would like to have refunded, as the self-protection measures were not observed.

I have currently requested a payout of €500. This results in a difference of €400.

I request payment of the €500, immediate self-exclusion, and a refund of the difference of €400.

Furthermore, I must inform you that I had my player account blocked back in 2023 for my own protection. However, it was reopened without my request, and I received advertising again, which led me to play with that provider again.

I would be very grateful for your help. Thank you so much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 23.05 um ca. 10:00 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben. Nochmals habe ich am 26.05. eine Mail geschickt.

Ich konnte seitdem weitere 900€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Aktuell habe ich 500€ zur Auszahlung beantragt. Somit ergibt sich eine Differenz von 400€

Ich wünsche die Auszahlung der 500€, sofortigen Selbstausschluss, sowie eine Rückerstattung der Differenz von 400€

Zudem muss ich mitteilen, dass ich bereits 2023 mein Spielerkonto habe sperren lassen, um mich zu schützen. Dieses wurde allerdings ohne meinen Wunsch nun wieder geöffnet und ich habe wieder Werbung erhalten, sodass ich wieder bei dem Anbieter gespielt habe.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jason12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Do you have complete access to your account, or is it restricted in any way?
• Could you please forward all self-exclusion request emails, along with the casino's response? My email address is jean.s@casino.guru.
• Did you send the request from your registered email address linked to your casino account?
• Could you please post a screenshot of your deposit history from May 23 to present?

Your cooperation in providing these details will help us investigate and work towards a resolution. I look forward to your reply.

Best regards,

Jean

Good day,

I have sent you an email with various attachments.

I currently have unrestricted access. I sent the self-exclusion email from the email address I used to register.

I would like to reiterate that there is currently an open withdrawal of €500. I was able to deposit €900, so there is currently a difference of €400 once the withdrawal has been successfully completed.

Thank you so much for your help.

Guten Tag,

ich habe Ihnen eine E-Mail mit diversen Anhängen zugeschickt.

Aktuell habe ich uneingeschränkten Zugriff. Die Mail zum Selbstausschluss habe ich von der E-Mail Adresse abgeschickt, mit der ich registriert bin.

Ich möchte allerdings nochmals erwähnen, dass es aktuell einen offenen Auszahlungsvorgang von 500€ gibt. Ich konnte 900€ einzahlen, somit ergibt sich aktuell eine Differenz von 400€, sobald die Auszahlung erfolgreich beendet wurde.

Vielen Dank für die Hilfe.

Hello, I can confirm that my self-exclusion has now been processed. However, I am still waiting for my €500 payment and a refund of the €400 difference.

Guten Tag, ich kann bestätigen, dass mein Selbstausschluss nun bearbeitet wurde. Allerdings warte ich noch auf meine Auszahlung der 500€, sowie eine Rückerstattung der 400€ Differenz.

Good day,

I would like to inform you that my payment of €500 has been processed.

I request a refund of €400.

Guten Tag,

ich möchte Ihnen mitteilen, dass meine Auszahlung der 500€ stattgefunden hat.

Ich bitte um die Rückerstattung der 400€

Hello Jason12,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I am happy to hear that you have successfully self-excluded your account and you have received €500.

Could you please clarify the length of your self-exclusion?

Could you please forward all casino's responses to your self-exclusion requests? This is to check if the casino had responded accordingly.

Did you request a withdrawal of the €400 before the account was closed?

On December 25, 2023, I submitted a request for irrevocable blocking/deletion. I was asked for the reason and stated that I had lost too much money and wanted to protect myself.

I was then able to deposit over €900, initiated a self-exclusion (indefinite period) on May 23rd, repeated it on June 26th, and this was implemented on May 29th. The €500 payout has been completed, but there is still a difference of at least €400, which I would like to have refunded.

I would be happy to send you the existing email correspondence from 2023.

Am 25.12.2023 habe ich einen Antrag auf unwiderrufliche Sperrung / Löschung gestellt. Ich wurde nach dem Grund gefragt und ich habe angegeben, dass ich zu viel Geld verloren habe und mich schützen möchte.

Dann habe ich über 900€ einzahlen können, am 23.05. einen Selbstausschluss (unbestimmte Zeit) gestellt, am 26.06 nochmals und am 29.05 wurde dieser dann umgesetzt. Die Auszahlung der 500€ ist erledigt nun gibt es noch eine Differenz von mindestens 400€, welche ich gerne zurückerstattet haben würde.

Gerne sende ich Ihnen den vorhandenen Mailverkehr von 2023 zu.

Thank you for your update.

If possible, could you please forward all casino's responses to your self-exclusion requests for both 2023 and emails from May 23, 2026, and May 27, 2026 to jean.s@casino.guru?

After you sent the email on May 27, did you ask for a refund for the deposits you made that day before your account was closed? If so, please forward the email as well.

Good day,

I have forwarded the emails to you again.

I have not yet submitted a written request for a refund.

Guten Tag,

ich habe Ihnen nochmal die E-Mails weitergeleitet.

Eine Anfrage zur Rückerstattung hatte ich bisher nicht schriftlich gemacht.

Thank you for the emails, Jason12.

I saw your message to the casino in 2023. However, I did not find the account closure confirmation from the casino in 2023. I could not verify if it was an account closure or a self-exclusion request.

When you reopened your account, could you please clarify if you were able to log into the same account or did you have to register to a new account?

Between May 23, 2026 and May 26, 2026, did you reach out to customer support (chat, telegram, etc.) regarding your self-exclusion request?

Hello,

I didn't create a new account. This is the one that was closed in 2023.

I didn't contact support during the holidays.

Hallo,

ich habe kein neues Konto erstellt. Es ist dies, welches 2023 geschlossen wurde.

Zwischen den Tagen hatte ich mich nicht an den Support gewandt.

Thank you for your clarification.

The fact that you were able to access the same account again without creating a new one is an important detail. However, based on the emails you previously forwarded, I could only see your request from December 2023 and was unable to find the casino's response confirming whether the account was closed indefinitely or simply closed upon request.

Could you please check your inbox and forward the complete email thread from December 2023 through January 2024 (if you did not contact support during the holidays) to jean.s@casino.guru? Please forward the entire conversation as it appears in your email client rather than sending screenshots. The original email thread preserves the full message history, dates, and headers, which are important for our review.

This is a key point in your complaint. If the casino confirmed an indefinite self-exclusion or permanent account closure for responsible gambling reasons in 2023, then we would need to understand why the same account was later accessible again in May 2026 without you creating a new account.

Once we have the complete email thread, we will be in a much better position to determine whether the casino complied with its responsible gambling obligations and assess your complaint fairly.

Good day,

I've forwarded you the emails. Unfortunately, I can't say why the account was reopened. This is currently happening with some casinos where I've requested self-exclusion. I'm then sent welcome discounts and bonus offers again without having contacted them.

Guten Tag,

Ich habe Ihnen die Mails zugeschickt. Leider kann ich nicht sagen, warum das Konto wieder eröffnet wurde. Aktuell kommt dies bei einigen Casinos vor, bei denen ich eine Selbstsperre beantragt habe. Mir werden dann wieder Willkommensrabatte und Bonusangebote zugeschickt, ohne dass ich Kontakt aufgenommen habe.

Dear Jason12,

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, Munya, (munya.s@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,

Jean

Dear Jason12

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from MrPacho Casino to join this discussion and provide their comments regarding the matter.

Dear MrPacho Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Good day,

I just received a message from my "VIP Manager" about benefits and bonuses.

I'm wondering what this is all about? I thought I'd already self-excluded? Why am I still receiving emails with offers?

Guten Tag,

gerade habe ich von meinem "VIP Manager" eine Nachricht erhalten, in der es um Vorteile und Bonusse geht.

Ich frage mich was das soll? Ich dachte der Selbstausschluss wurde durchgeführt? Wieso erhalten ich E-Mails mit Angeboten?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jason12,

Thank you for reaching out. We have requested the details of your case and are currently awaiting further information. We will update you as soon as we receive it.

Kind regards,

MrPacho Casino Team

Dear Jason12,

At this time, we have not received a refund request from you regarding this matter. If you would like your refund request to be reviewed, please submit it by contacting our support team via email. Once your request has been received, it will be reviewed accordingly.

We are also investigating why you continue to receive promotional offers despite your self-exclusion request.

We will provide you with an update as soon as we receive additional information.

Kind regards,

MrPacho Casino Team

I sent you an email

Ich habe Ihnen eine Mail geschickt

MrPacho Casino

Thank you for your response and for taking time to review the case. Your offer for a refund is well appreciated. At the same time, I would greatly appreciate your efforts in ensuring the player does not receive promotional offers.

Jason12

Kindly take note of the communication from the casino and act accordingly. I would appreciate your update.

Dear Jason12,

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.

As already stated in the answer above, I sent the casino an email regarding a refund request.

My data was then requested. I provided all relevant information. However, I don't yet know if I will receive a refund or what the current status is.

Wie bereits in der Antwort oben verfasst, habe ich dem Casino eine E-Mail bezüglich einer Rückerstattungsanfrage gesendet.

Daraufhin wurden meine Daten abgefragt. Ich habe alle relevanten Informationen mitgeteilt. Bisher weiß ich aber nicht ob ich eine Rückerstattung erhalte oder wie der Stand diesbezüglich ist.

I received a payout of €230 from Mr. Pacho. I'm happy about it, but unfortunately there's still a difference…

Ich habe eine Auszahlung von 230€ von Mr. Pacho erhalten. Ich freue mich darüber, aber leider besteht immer noch eine Differenz…

Jason12

Thank you for the update. I am happy that you have received part of your refund request.

MrPacho Casino

Could you provide an update on the status of the outstanding amount?

Dear Munya,

We have requested an update regarding this case and are currently awaiting a response from the relevant department.

We will get back to you as soon as we receive an update.

Kind regards,

MrPacho Casino Team

MrPacho Casino

Thank you for that. A timely update from your side will be greatly appreciated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience.

We have received an update regarding this case confirming that a refund of €230 was approved for the player and has already been paid.

Kind regards,

MrPacho Casino Team

Good day,

That's correct. I confirmed that myself two weeks ago. However, I'm wondering how that amount was calculated.

There is still a difference. I deposited €900.

Guten Tag,

das stimmt. Das hatte ich bereits vor 2 Wochen selber bestätigt. Ich frage mich allerdings wie diese Summe zustande gekommen ist.

Es besteht immer noch eine Differenz. Ich habe 900€ eingezahlt.

MrPacho Casino

Could you kindly look into the difference mentioned by the player and provide clarification?

Dear all,

Thank you for the patience.

We would like to apologize for the inconvenience.

We would like to inform you that we proceed for the remain amount of the refund 170 EUR and the status is pending.

Kind regards,

Mrpacho

MrPacho Casino

Thank you very much for your proactiveness. I am looking forward to the resolution of the matter soon.

Jason12

I will hear from you once you have received the outstanding balance.

Dear all,

Thank you for contacting us.

We would like to inform you that the refund of the player is completed.

Kind regards,

Mrpacho

MrPacho Casino

Thank you very much for the update and most importantly for processing the refund.

Jason12

I would greatly appreciate an update from you.

Good day,

I can confirm that the refund has been processed. Thank you so much for the great cooperation and help!

Guten Tag,

ich kann bestätigen, dass die Rückerstattung erfolgt ist. Vielen Dank für die tolle Zusammenarbeit und Hilfe!

Dear Jason12,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru