MrPacho Casino - O depósito do jogador foi rejeitado.

Hello, I deposited 200 euros once and 300 euros once (the other deposits before and after went smoothly). I had to confirm the money with my bank app as usual, and the money was debited from my bank account. Mr. Pacho says the money hasn't arrived. I sent Mr. Pacho a bank statement showing that there was no chargeback. What's strange is that my payment status changed from "pending" to "rejected" (see photos). My gaming account is now blocked because I informed Mr. Pacho that I've had a player ban since the beginning of 2024.

hallo ich habe 1x 200 euro und 1x 300 euro eingezahlt(die anderen einzahlungen davor und danach liefen reibungslos).ich muste das geld wie üblich mit meine bank app bestättigen und das geld ist auch von mein bankkonto abgebucht worden.mr pacho sagt das geld ist bei dennen nicht angekommen.ich habe mrpacho einen bankkontoauszug geschickt wo ersichtlich ist das es keine rückbuchung gab.merkwürdig ist das sich mein status von zahlung"austehend" auf "abgelehnt" verändert hat.(siehe fotos) mitlerweile ist mein spielkonto gesperrt.weil ich mrpacho mitgeteilt habe das ich seit anfang 2024 eine spielersperre habe.

Dear mtbx,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

I think the money is in the casino

ich denke schon das das geld im casino ist

.....

I've now received the fourth automatic email from Mrpacho stating that 'your last deposit failed'. That's proof enough that it's true that my money is gone.

ich habe mittlerweile die 4.automatische email von mrpacho bekommen das 'ihre letzte einzahlung ist fehlgeschlagen' erhalten.schonmal beweis genug das es stimmt das mein geld weg ist.

Dear mtbx,

In this case, I would advise you to contact your payment provider to determine what exactly happened to your deposits. Once a deposit is rejected by the casino, the funds should return to your bank or wallet after some time. Please note that this process may take a while to complete.

I recommend reaching out to your payment provider as soon as possible and letting us know the outcome.

Regards,

Nick

My bank was asked to investigate where the money went.

meine bank wurde beauftragt den geld nach zu forschen wo es geblieben ist..

Dear mtbx,

Have your bank responded to you regarding the funds?

Can you please also advise if you did forward the payment confirmations from your bank to the casino as a relevant evidence that you have deposited?

Additionally, if possible, would it be possible to forward a bank statement from the date of deposits up to this day so we will have proof that the deposits did not just return bank to your bank - as it sometimes may take a while to be credited back - if yes, please forward it to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Dear mtbx,

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.

Hello, I have sent you an email.

hallo ich habe ihnen eine email geschickt.mfg

Thank you mtbx for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mtbx,

I'm Michal, and I have taken over this complaint. I have reviewed this case; I will contact the casino to shed more light on this matter.

I would like to invite MrPacho Casino to join the conversation.

Dear MrPacho Casino,

Can you please double-check with your payment provider the reasons behind the rejection of the disputed deposits, which appear to have originated from your end, and why the funds have not been returned to the sender?

Thank you...

vielen dank...

Dear mtbx,

We would like to inform you that our Finance Department has thoroughly re-checked all transactions based on the provided bank statement and screenshots of the failed deposits. According to their review, both deposits in question were unsuccessful, and there is no debit recorded for these transactions in the provided statement.

We recommend verifying each transaction by its unique reference number directly within your bank records. Additionally, you may contact your bank's support team to confirm whether the payment was processed, if there are any delays, or to initiate an investigation if needed.

Thank you for your understanding.

Best regards,

Mr. Pacho casino Team

My bank has already tried to get the money back from your bank. Your bank rejected the request because the money had been booked to the recipient (you). And the receipts show that the deposits were rejected, that's proof enough. If the money had been booked back, I wouldn't make a fuss. And all the other deposits worked, too. Where else would my money be?! Just ask your bank...

Meine Bank hat bereits versucht das geld von ihrer bank zurück zu holen.das lehnte ihre bank ab weil das geld beim empfänger(sie) gebucht wurde.! und anhand der belege das die einzahlungen abgelehnt wurden ist doch beweis genug.wenn das geld zurück gebucht wäre würde ich doch kein theater machen.und alle anderen einzahlungen klappten doch auch.wo soll denn sonst mein geld sein?! fragen sie doch mal bei ihrer bank nach....

please response from my bank

bitteantwort meiner bank

Dear mtbx,

Following our investigation, we have received confirmation from our payment provider regarding your recent deposit attempts.

As stated by the provider:

"On our side, both payments are unsuccessful as we have not received a confirmation from the beneficiary bank regarding funds settlement."

They also confirmed that:

"The client was not charged from our side."

This concerns transactions with IDs 651304981 and 651298925. Based on this, we can confirm that no funds were deducted from your account, and the transactions did not complete.

If you still have concerns, we advise contacting your bank for further clarification.

Best regards,

Mr. Pacho casino Team

And why hasn't my money been refunded? All other deposits worked, too.

und warum ist denn mein geld nicht zurück gebucht worden??? alle anderen einzahlungen klappten doch auch.

It's obvious that it's a problem with your bank or you.

ganz offensichtlich das es ein problem bei ihrer bank oder ihnen ist.

Thank you all for your responses.

Dear mtbx,

While we would like to assist, it seems that this issue falls beyond our capacity to address. It appears that the funds are currently held up between the financial institutions, and unfortunately, we do not have the means to intervene in this situation.

Dear Mr. Pacho Casino Team,

I would appreciate it if you could provide me with any documentation from your payment provider that verifies the unsuccessful nature of the transactions. Furthermore, could your payment provider clarify the status of the funds from these failed transactions and explain why the player's bank was unable to retrieve them?

Dear All,

Thank you for your inquiry.

Please find below the information provided by our payment provider regarding the issue:

"Let's start from the provided proofs first — these proofs don't have payment references visible, which is crucial for identification — so we cannot accept them as valid proof of payment.

IDs 651304981 and 651298925 (initially provided in the request) were not paid, and no acceptable proof of payment was submitted by the customer.

As proof of payment, we can only accept an official bank statement.

On 07.03, the customer has four transactions made to us, with payment references clearly visible and easily identifiable:

NR9URPW5 PAYMENT – ID 651272009 (complete and used)

5T5Y8S0X PAYMENT – ID 651254537 (complete and used)

TYJCTGG0 PAYMENT – ID 651279309 (complete and used)

UKUAWCY3 PAYMENT – ID 651386125 (complete and used)

No missing deposits are located in the customer's bank statement – ​​he paid four deposits and received and used all four.

For failed deposits, we do not provide screenshots, as this information is for internal use only.

If any new documents are submitted — with visible payment references and different from those already reviewed — we are happy to investigate further."

We hope this clarifies the situation. Please feel free to reach out in case of any further questions.

Kind regards,

Mr. Pacho

Dear Mr. Pacho Casino Team,

Can you please confirm the status of the eight transactions that the player asserts were completed at your casino on that day?

Upon reviewing the player's bank account statement, which they provided you as well a long time ago, I could indeed see the above-mentioned transactions reflected there.

Dear All,

Thank you for your follow-up.

We have rechecked the case with our finance department, and we can confirm that all eight transactions the player referred to were successfully processed, credited, and used on the player's account. Here is a detailed list of the transactions and their status:

UKUAWCY3 – Payment ID 651386125 – Complete and used

TYJCTGG0 – Payment ID 651279309 – Complete and used

5T5Y8S0X – Payment ID 651254537 – Complete and used

59WTXDUC – Payment ID 651241897 – Complete and used

T48EIVF2 – Payment ID 651234453 – Complete and used

EVNH1TNQ – Payment ID 651195461 – Complete and used

IQ99HWNG – Payment ID 651183161 – Complete and used

NR9URPW5 – Payment ID 651272009 – Complete and used

There are no missing deposits on the player’s account related to these payment references. All mentioned deposits were successfully received and used.

Best regards,

Mr. Pacho Casino Team

And how do you explain to me that at least two deposits have definitely not been credited to my gaming account, and that you yourself admit that "your last deposit didn't work" see various photos....!!!!!

und wie erklären sie mir denn das defenitiv min 2 einzahlungen nicht auf mein spielkonto gut geschrieben sind das sie selber zugeben das mit "ihrer letzten einzahlung nicht geklappt hat" siehe diverse fotos....!!!!!

Dear mtbx,

Since the case was rechecked with our finance department, it was confirmed that all eight transactions were successfully processed, credited, and used.

Detailed list has been already provided.

There are no missing deposits on your account related to these payment references. All mentioned deposits were successfully received and used.

Best regards,

MrPacho Casino Team

How can transactions that you rejected have been credited? And on top of that, I get emails from you saying that your last transactions failed (see photos above). And I tell you that I'm missing 300 and 200 euros (see my bank statement that no money from the alleged failed transactions has been returned to my bank account).

wie können denn von ihnen abgelehnt buchungen gut geschrieben worden sein?und oben drein die emails von ihnen das ihre letzte transaktionen fehlgeschlagen sind(siehe fotos oben).und ich ihnen sage mir fehlen 300 und 200 euro(siehe mein kontoauszug das kein geld von der angeblichen fehlgeschlagenden transaktionen zurück auf mein bankkonto gekommen ist) .

Dear Mr. Pacho Casino Team,

Please forward me the player's full game log where all the deposits are reflected and it will show the funds have been used for gameplay as you previously mentioned at michal.k@casino.guru

Dear mtbx,

Just to clarify, you previously mentioned that you made 8 deposits to Mr. Pacho Casino, which has now been confirmed by the casino team, and as they say, all the deposits have been received, credited to your account balance and were used by you for gameplay. Are you still claiming that the deposit of €200 (most likely IQ99HWNG) and €300 (most likely NR9URPW5) were not credited to your casino account balance, and you have not used them?

Hello, yes, I'll cover that. I can still remember that evening very well. I was in the mood to play and went to bed frustrated with 500 euros that hadn't been credited (200 and 300 euros). And I remember so clearly that the next morning I carried on playing with only 50 euros deposited because I had only made myself responsible for all the deposits. And since April 10, 2025, I've been emailing Mr. Pacho to ask where my deposits are, and live support too, of course (perhaps you can get a history from live support), and the photos that my deposits were rejected or that my deposits failed don't just come out like that...!!!!!!

hallo ja das behaube ich. ich kann mich noch sehr gut an den abend errinner da ich in spiellaune war und frustiert mit 500 euro die nicht gut geschrieben wurden(200 und 300 euro) ins bett gegangen bin.und ich weiss es so genau das ich nächsten morgen mit nur 50 euro einzahlung weiter gespielt habe weil ich mich mit den ganzen einzahlungen selbst verschuldet habe. und ich min ab 10.4.2025 mit mr.pacho per email angefragt habe wo meine einzahlung sind.und den livesupport natürlich auch(vieleicht können sie ein verlauf vom livesupport bekommen)und die fotos das meine einzahlungen abgelehnt wurden bzw.das meine einzahlungen fehlgeschlagen sind kommen doch nicht einfach so.....!!!!!!

Dear mtbx,

Thank you for the confirmation.

Dear Mr. Pacho and the Casino Team,

I look forward to receiving your email with the requested documentation. Thank you.

Dear Michal,

I apologize for the delay.

Your request is being processed, once the documents requested are ready, they will be forwarded.

Best Regards,

MrPacho Casino Team

Dear MrPacho Casino Team,

I hope to see some positive progress soon. I'm looking forward to your timely response.

Dear Michal,

Could you please resent your email address or send an alternative one, in order for us to forward the requested documents?

Unfortunately, we are unable to find your account with the given email address.

Thank you in advance!

Best Regards,

MrPacho Casino Team

Dear Michal,

I apologize for the delay.

We have forwarded the player's game history to your email.

The relevant deposits are marked with green color.

Please let us know if you have received it and if anything else is needed from our side.

Best Regards,

MrPacho Casino Team

Thank you for the evidence, MrPacho Casino Team.

Dear mtbx,

After reviewing your full game log, I can confirm that all the above mentioned deposits you have made on 07.03.2025 were indeed credited to your account and you have used the funds for gameplay. I acknowledge the emails you have shared with me regarding the failed deposits, but in reality, no deposits failed or were not credited to your casino account, so your assumption is incorrect. Although the actual time of the deposits from your account and the casino servers can differ a bit, it might be caused by the slight delay in the actual deposit transaction booking accounted between the financial institutions, but as mentioned all the deposits you made we correctly credited to your casino account and you used them for gameplay.

Moreover, if the deposits were really not reflected in your casino's account, how would you be able to play, right?

This being said, there was no misconduct on the casino side detected.

Please let me know if I can consider this case clarified/resolved, or if you still need assistance with anything else.

Unfortunately my hands are tied. I maintain that two deposits were not credited. I know this for a fact because I went to bed annoyed (and I couldn't carry on playing). It wasn't until the next morning that I deposited again (and out of fear that no money would flow into my gaming account again, I only tried to deposit 50 euros) and the photos """" deposit ! pending and then ! declined. And the apparently automatic emails from Mr. Pacho..." your last deposits failed, they don't just come like that. Unfortunately I can't prove anything, only what I say and the screenshots.

leider sind mir die hände gebunden.ich bleibe dabei das zwei einzahlungen nicht gut geschrieben worden sind.ich weiss es so genau weil ich ärgerlich ins bett gegangen bin(und ich NICHT weiterspielen konnte) erst nächsten morgen habe ich wieder eingezahlt(und aus angst das wieder kein geld auf mein spielkonto zufliesst habe ich erstmal nur 50 euro versucht einzuzahlen) und die fotos """" einzahlung !ausstehend und dann auf !abgelehnt.und die offenbar automatischen emails von mr.pacho...." ihre letzten einzahlungen sind fehlgeschlagen kommen doch nicht einfach so. leider kann ich nichts beweisen nur das was ich sage und die screnshots .

Dear mtbx,

I recognize how disappointing this situation must be, and I apologize that we were unable to offer a more favorable resolution in this case. Game logs are regarded as the most trustworthy source of information in such matters and take precedence over any visuals submitted by users.

I can only again confirm that all the deposits you mentioned, made on 07.03.2025, were indeed credited to your account, and you have utilized the funds for gameplay.

I have taken the initiative to provide more detailed information that I am permitted to share via email. Please review it thoroughly. I suggest accessing the email on a computer, as a mobile phone screen may be too small. I hope this will ultimately clarify the situation.

As I previously stated, no misconduct on the casino's part has been detected.

Please inform me if I can consider this case clarified/resolved, or if you require further assistance with anything else.

Since I can't provide any further evidence, we'll have to close the case.

da ich nichts weiter belegen kann müssen wir wohl den fall abschliessen.

Dear mtbx,

While you are entirely entitled to your perspective on the matter, I must reiterate that the deposits have been credited, and you have used the funds for gameplay.

There has been no evidence of misconduct on the part of the casino.

In light of this, I will now move forward with closing this case as rejected.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru