MrPacho Casino - O jogador afirma que o seu pagamento foi atrasado.

I've been waiting for a withdrawal for 11 days. I won €7,500, and this casino only allows withdrawals of €500 at a time. They let you request three payments at once, which are supposed to take 96 hours to process once requested. Well, I've been waiting for almost two weeks, sent six emails, and contacted their online chat daily with no solution. It's always the same: they have a problem with the payment platform (something I've read in several complaints from months ago), and they tell me to keep waiting. This is unacceptable. They're quick to process deposits, but then they don't pay out.

Llevo 11 días esperando un retiro. Gané 7500€ y este casino que solo te permite retirar de 500 en 500€. Te permiten solicitar 3 pagos a la vez, los que se supone tardan 96 horas en procesarlos una vez lo solicitas. Pues llevo casi 2 semanas a la espera, seis correos electrónicos y diariamente contactando con el chat online sin solución. Siempre es lo mismo, que tienen un problema con la plataforma de pagos (cosa que he leído en varias reclamaciones de hace meses) y que siga esperando. Con eso no se juega, los depósitos bien que los cogen rápido pero luego no pagan.

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Dear Semidea,

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

Good afternoon.

The problem is that they give a 96-hour deadline which they don't meet, and I think it's already too much to have waited more than twice that time.

When I contact them, it's like I'm getting a robot answering because they all say the same thing in the same way. They haven't asked me for any documentation, and less than a month ago I received a withdrawal from them that took two days to arrive. So I don't understand what's going on.

Buenas tardes.

El problema es que dan un plazo de 96 horas que no cumplen, y creo que ya es demasiado haber esperado más del doble.

Al ponerme en contacto con ellos pareciera que me responde un robot porque todos me dicen lo mismo y de la misma forma. No me han solicitado ninguna documentación y hace menos de un mes recibí un retiro de ellos que tardo 2 días en llegar. Así que no entiendo qué ocurre.

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

Dear Semidea,

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.

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Best regards,

Jean