MrPacho Casino - Аккаунт игрока был закрыт без объяснения причин.

I'm having a major dispute with the online casino site "Mr Pacho." Initially, I thought their business was legal in France. I registered using a French address, phone number, and email address. I received promotional emails from them and deposited a total of €1600 into their account. I regularly received emails from them encouraging me to play more. Recently, I received free spins from them. I tried to use them, but they didn't work. I then contacted customer support, but received no response. However, when I returned to the site, I found my account had been closed. Mr Pacho closed my account, claiming that French citizens were prohibited from playing at their casino. They closed my account after I had deposited €1600! I call that fraud. Every day I send an email to support requesting a refund and I still haven't received a response!!

Je rencontre un gros litige avec le site de Casino en ligne « Mr Pacho ». Pour commencer, je pensais que leur activité était légale en France. Je me suis inscrite avec une adresse en France, un numéro de téléphone français et une adresse mail française. J’avais reçu une publicité par mail de leur part et j’ai déposé en tout 1600 euros sur leur compte. Je recevais régulièrement des mails de leur part m’incitant à jouer davantage. Il y a peu de temps, j’ai reçu des tours gratuits de leur part. J’ai essayé de les jouer mais ça ne fonctionnait pas. J’ai donc fait une réclamation auprès du support, je n’ai reçu aucune réponse. Par contre en retournant sur le site, j’ai vu mon compte fermé. Mr Pacho a fermé mon compte en prétextant une interdiction pour les français de jouer sur leur casino. Ils ont fermé mon compte après m’avoir laissé déposer 1600 euros sur leur compte!! J’appelle cela de l’escroquerie. Tous les jours, j’envoie un mail au support pour me faire rembourser et je n’ai toujours pas de réponse!!

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you pass the verification before you lost access to the account?
• Could you please advise when did you open your account at MrPacho Casino?

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,

Attila

Good morning,

I did not use a VPN.

My account had been verified before the closure and I opened my account on March 28, 2026

Bonjour,

je n’ai pas utilisé de VPN.

mon compte avait été vérifié avant la fermeture et j’ai ouvert mon compte le 28 mars 2026

Good morning,

I have not received a response from you.

Sincerely.

Bonjour,

je n’ai pas obtenu de réponse de votre part.

Cordialement.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

It's been a month and a half since the Mr Pacho website told me they would review my case and nothing is happening.

Cela fait un mois et demi que le site Mr Pacho me dit qu’ils vont examiner mon dossier et rien ne se passe.

Bonjour,

Voici le dernier mail que j’ai reçu:

Dear Valentine,

I completely understand your frustration and anger regarding this situation, especially since it has now been over a month and a half. Waiting for a concrete response when it involves a significant amount of money is incredibly stressful, and I sincerely apologize for the ongoing delay.

To be completely transparent with you, your case is still under active, deep review by our specialized department. Because this involves complex regulatory verifications regarding country-specific restrictions and the financial transactions associated with them, the process is unfortunately taking longer than standard queries.

Please be assured that all your attached documents, emails, and statements are fully documented and form part of the ongoing investigation. The moment a final decision or update is issued by our technical and legal specialists, we will contact you directly via email to let you know the outcome.

We truly appreciate your continued patience and understanding while our team works to finalize this review.

Best regards,

Alice

Customer Support Team

Thank you for any help you can provide.

Sincerely 🙏

Je vous remercie pour l’aide que vous pourrez m’apporter.

Cordialement 🙏

Dear Valou18,

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, Igor ([email protected]). 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,

Attila

Dear Valou18,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the MrPacho Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a MrPacho Casino representative to join this conversation and participate in resolving this complaint.

Dear MrPacho Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

We would like to inform you that the request has been forwarded to the relevant department for review. We will provide an update as soon as additional information becomes available.

Thank you for your patience and understanding.

Kind regards,

MrPacho Casino Team

Dear MrPacho Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

Thank you for your patience.

Our records indicate that the player contacted the casino regarding concerns about playing from France and requested a refund of deposits. We can also confirm that the player’s refund request was reviewed and declined in April 2026.

Should you have any further questions, we remain available to assist.

Kind regards,

MrPacho Casino Team

You knew very well that I was playing in France, my account had been verified and you let me deposit 1600 euros only to then close my account.

Dear Valou18,

Could you please clarify whether there was any balance left in your account when it was blocked?

Additionally, what amounts did you deposit before and after the verification process?

Thank you very much for your cooperation.

Hello Igor,

I had 70 free spins that I couldn't use and a €45 bonus. After my account was verified, I deposited €1570.

Sincerely.

Dear MrPacho Casino,

Could you please provide us with further information regarding the bonus mentioned above?

Was it a deposit bonus, a cashback offer, or another type of promotion? Thank you in advance for your cooperation.

Dear all,

Thank you for your patience.

We are currently clarifying the details of this case with the relevant team.

Kind regards,

MrPacho Casino Team

Dear MrPacho Casino,

Thank you for your response and for informing us that you are discussing this case with the relevant department.

Please reply once there is any news regarding this complaint.

Dear all,

We have received clarification from the support team regarding the bonuses in question.

The cashback bonuses were free promotional bonuses that were credited to the player’s account after all deposits had already been made. The amount was not €45 as mentioned by the player, but three separate bonuses of €20, €20, and €25.

These bonuses were never activated or used by the player and subsequently expired, as the activation period was limited.

Regarding the free spins, these were part of a seasonal Easter promotion. The free spins also expired because they were not activated by the player within the required timeframe.

Kind regards,

MrPacho Casino Team

Hello,

I wasn't able to use my 70 free spins or any bonuses because my account was closed by the casino!

Regards

Dear Valou18,

After a thorough review of this case, I have come to the following conclusion:

Since there was no active balance or active bonus in your account at the time of its closure, no real money was confiscated by the casino.

Therefore, unfortunately, you are not eligible for any refund.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor