MrPacho Casino - La cuenta del jugador ha sido reabierta a petición suya.

On 19 August 2023, I requested the permanent closure of my MrPacho Casino account due to gambling addiction. In my message I clearly stated: "Please block my account since I am facing gambling issues."

Despite this, my account was later re-opened, and I even received promotional emails and bonus offers encouraging me to gamble again. As a direct result of this, I lost approximately €758.

This situation would not have happened if my original exclusion request had been respected. I consider this a serious breach of responsible gambling obligations.

I kindly request:

A refund of the lost funds (€758) that were deposited and lost after my exclusion request.

The immediate and permanent closure of my account, with no possibility of reopening.

Written confirmation that my details will not be used for any future marketing or promotional activity.

I can provide proof of:

My original exclusion request from August 19, 2023,

The promotional offers I received afterwards,

My deposit and loss history.

I ask CasinoGuru to assist me in resolving this matter.

Best regards,

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly was your account reopened?

When exactly did you deposit and lose €758?

Did you receive any response to the self-exclusion request you sent to the casino on 19 August 2023?

Please forward me the self-exclusion request you sent to the casino, along with the casino's response and all the other subsequent communication regarding the closure of your account at veronika.f@casino.guru.

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,

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Dear Veronika,

Thank you so much for the reply.

I have sent you all of the requested info via mail. If there is anything else you need feel free to ask.

Regards,

George

Thank you for your email. Could you please specify when exactly your account was reopened?

Did you request it to be reopened, or was it reopened automatically?

Hey there,

I do not know when exactly my account was reopened but I know that I received the first offer email on 22/11/2023 and I kept receiving emails. Last one was a week before I logged in and it was 15/09/2025. I never requested for my account to be reopened.

Thank you very much, GBal, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello GBal, 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.

I’d like to invite a representative of MrPacho Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with reopening the self-excluded account and clarify the situation? 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.

Thank you for your patience and cooperation in advance.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

MrPacho Casino Team

I would like to thank MrPacho Casino for quickly dealing with the issue.

Can you also confirm the player's account has been permanently closed with no option for reopening, marked as "gambling addict, never reopen" and that you will cease all the marketing communication via e-mail and phone towards this player? Thank you.

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

Dear GBal,

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,

Matej