MrPacho Casino - O pedido de reembolso do jogador está atrasado.

Good evening, I have sent a refund request to the casino, but the casino keeps telling me that I will receive a response soon.

I think he has no intention of giving me an answer and is stalling.

Can you help me communicate with the casino and the refund I requested?

I think it's fair that the casino refunds me my money, my gaming account was closed for gambling addiction and has been reopened.

I attach a conversation that took place via live chat yesterday.

Thank you

Buonasera, ho inviato una richiesta di rimborso al casino, ma il casino continua a dirmi che riceverò una risposta presto.

Credo che non ha intenzione di darmi una risposta e sta temporeggiando.

Mi potete aiutare a comunicare con il casino e con il rimborso che ho chiesto?

Credo sia giusto che il casino mi rimborsi i soldi, il mio conto gioco era chiuso per ludopatia ed è stato riaperto.

Allego conversazione avvenuta con live chat ieri.

Grazie

Dear Enjoy1984,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with MrPacho Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the date of your initial self-exclusion request and the duration for which the self-exclusion was granted?
• Have you previously disclosed that gambling addiction is the specific reason for the account closure request?
• Have you followed up on the live chat representative's suggestion and submitted a refund request via the email address they provided?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Good morning Katarina, months ago I asked via live chat after playing and losing to close my gaming account forever due to gambling addiction.

And my gaming account was closed immediately.

Then the casino reopened my gaming account by informing me via SMS of a deposit bonus.

I followed the live chat procedure for a refund, but I am not receiving a response.

Thank you

Buongiorno Katarina, mesi fa avevo chiesto tramite live chat dopo avere giocato e perso di chiudere il mio conto gioco per sempre per ludopatia.

E il mio conto gioco è stato chiuso immediatamente.

Poi il casino ha riaperto il mio conto gioco informandomi con un sms di un bonus sul deposito.

Ho seguito la procedura della live chat per il rimborso, ma non ricevo risposta.

Grazie

Dear Enjoy1984,

thank you for your response.

Could you please forward any communication you have had pertaining to this matter with the casino to katarina.d@casino.guru? In addition, could you include the text message regarding the deposit bonus invitation?

Looking forward to your reply.

Katarina

Good morning Katarina, I searched for the message but I can't find it, I send all communications with the casino via email.

Thank you

Buongiorno Katarina, ho cercato il messaggio ma non lo trovo, invio tramite email tutte le comunicazioni con il casino.

Grazie

Dear Enjoy1984,

thank you for your message and emails.

I understand that sharing personal information with someone you don't know can be difficult. However, providing more context about why you're requesting self-exclusion, particularly if it relates to a gambling problem, would greatly help the casino understand the urgency of your request. Given the absence of any indication of gambling issues in your previous correspondence, it would be unreasonable to fault the casino for a lack of due diligence.

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to a gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings MrPacho Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email support@mrpacho.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Katarina the casino has already closed my account, this is the second time they close my account, the casino is already informed.

The problem is not this, the problem is that the casino does not respond to my refund request.

And he doesn't communicate with me.

Thank you

Katarina il casino ha già chiuso il mio account, questa è la seconda volta che chiude il mio account, il casino è già informato.

Il problema non è questo, il problema è che il casino non risponde alla mia richiesta di rimborso.

E non comunica con me.

Grazie

Hi katarina, I asked the casino if there was any news about my refund request, the casino replied to me.

He said: "Please be advised that your request is being processed. Unfortunately, sometimes processing times are longer than usual, so we ask for your understanding. Thank you for contacting us. As soon as we have updates, we will inform you immediately."

I forwarded everything to you via email.

what should i do? wait any longer?

Ciao katarina, ho chiesto al casino se c'erano novità sulla mia richiesta di rimborso, il casino mi ha risposto.

Ha detto: "Ti informiamo che la tua richiesta è in fase di elaborazione. Purtroppo, a volte i tempi di elaborazione sono più lunghi del solito, quindi ti chiediamo la tua comprensione. Grazie per averci contattato. Non appena avremo aggiornamenti, ti informeremo immediatamente."

Ti ho inoltrato tutto tramite email.

cosa devo fare? aspettare ancora?

Dear Enjoy1984,

thank you for your message and for your emails. My apologies for late reply, I was on a sick lease and therefore could not respond.

I am glad the casino responded to your self exclusion request promptly.

Could you please specify whether you have any funds left on your player's account, please? Is this the funds you are trying to gain back in your refund request, please?

Looking forward to your reply,

Katarina

Good morning Katarina, I hope you are well.

Can you help me communicate with the casino about my refund request?

There are no funds on the game account, the funds I am trying to recover are due to the fact that the casino reopened my account closed for problem gambling as stated in live chat and I deposited 470 euros

Buongiorno Katarina, spero tu stia bene.

Mi potete aiutare a comunicare con il casino per la mia richiesta di rimborso?

Sul conto gioco non ci sono fondi, i fondi che sto cercando di recuperare sono per il fatto che il casino ha riaperto il mio conto chiuso per gioco problematico come ha detto in live chat e ho depositato 470euro

Thank you very much, Enjoy1984, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Enjoy1984,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MrPacho Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Can you give us the reason behind the account reopening? Have you had any other communication with the player that is relevant to this case? Thank you in advance for providing us with your view of the issue.

Dear Enjoy1984,

Thank you for reaching out to us.

We are very sorry about the delay, and we apologize for any trouble the situation might have caused.

We are currently looking into your request, as soon as they are is an update we will inform you.

Best Regards,

MrPacho Casino Team

Dear Enjoy1984,

We have emailed you regarding your refund request.

Please check the offer and let us know in order to proceed accordingly.

Thank you in advance!

Best Regards,

MrPacho Casino Team

Good morning, I checked my mail, I did not receive any email.

Buongiorno, ho controllato la mia posta, non ho ricevuto nessuna email.

Ok I received the email.

I replied that I accept the casino's offer and sent the requested payment details.

Thank you

Ok ho ricevuto l email.

Ho risposto che accetto l offerta del casino e ho mandato i dettagli del pagamento richiesti.

Grazie

Dear Enjoy1984,

thank you for keeping us updated. Please let us know when you receive your funds, so we can close this complaint as resolved.

Ok, as soon as I receive the funds I will let you know.

Thank you

Ok, appena riceverò i fondi vi farò sapere.

Grazie

Dear Enjoy1984,

We have received the information requested.

We are currently processing the refund request.

Once it's initiated, we will let you know!

Best Regards,

MrPacho Casino Team

Received funds.

Thank you

Ricevuto i fondi.

Grazie

Dear Enjoy1984,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at MrPacho Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru