MrPacho Casino - Запрос игрока на самоисключение задерживается.

The casino does not have a function for submitting limits or self-exclusion by the player but must send messages to support. Speaking with support in chat, he referred me to send a message for deactivation directly to the Vip Mgr, I have done so since March and he constantly replies that we are in the final stage of deactivation while he repeatedly tried to prevent me from my request.

It's May and my account still hasn't been deactivated. Is this legal?

To καζίνο δεν έχει λειτουργία για υποβολή ορίων ή αυτοαποκλεισμού από τον παίκτη αλλά πρέπει να στείλει μηνυμα στο support. Μιλώντας με το support στο chat με παρέπεμψε να στείλω μήνυμα για απενεργοποίηση απευθείας στον Vip Mgr, το έχω κάνει από από Μάρτιο και συνεχώς μου απαντάει ότι βρισκόμαστε στο τελικό στάδιο για την απενεργοποίηση ενώ προσπάθησε επανειλημμένα να με αποτρέψει από το αίτημά μου.

Βρισκόμαστε Μάιο και ακόμη δεν έχει απενεργοποιηθεί ο λογαριασμός μου. Είναι νόμιμο αυτό ?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear markokkori,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your account deactivation.

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Could you forward me the account closure requests that you sent to the casino?
• Have you considered sending it to the official email address [email protected]?
• Has the Casino responded to your requests?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear markokkori,

Thank you for bringing this matter to our attention.

We would like to inform you that we have taken this case into review and are currently in contact with the relevant VIP manager to clarify the situation and ensure that your request is handled appropriately.

We will provide an update as soon as we receive further information.

Thank you for your patience.

Kind regards,

MrPacho Casino Team

I don't understand the process and the whole delay, once a player requests deactivation it should be done immediately. It is the players' right to be able to set limits or proceed with a ban based on the responsible gaming process without having to send emails or wait days and weeks with no result.

Δεν κατανοώ τη διαδικασία και την όλη καθυστέρηση, από την στιγμή που ένας παίχτης ζητάει την απενεργοποίηση αυτ΄ο θα πρέπει να γίνεται άμεσα. Είναι δικαίωμα των παιχ΄τών να μπορούν να βάζουν όρια ή να προχωρούν σε αποκλεισμό βάση της διαδικασίας για υπεύθυνο παιχνίδι χωρίς να χρειάζεται να στείλουν εμαιλ ή να περιμένουν μέρες και βδομάδες χωρίς αποτέλεσμα.

Thank you both for your cooperation,

markokkori I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.

Thank you in advance.

Good evening, I received a message from the VIP mgr and not from support, he tried to offer me a bonus again on the condition that I keep my account for a month. I refused and asked him to proceed with the disconnection. After 2 days I received a message again for a more favorable bonus offer and again with a commitment for 1 month which I accepted. I sent a new email that I expect deactivation on June 12. The problem is that vulnerable players are being exploited and they are trying to keep players in the casino.

Καλησπέρα, έλαβα μήνυμα από τον VIP mgr και όχι από το support, προσπάθησε να μου προσφέρει και πάλι μπόνους με την προϋπόθεση να κρατήσω το λογαριασμό μου για ένα μήνα. Αρνήθηκα και ζήτησα να προχωρήσει με την αποσύνδεση. Μετά από 2 ημέρες έλαβα μήνυμα και πάλι για προσφορά μπόνους ευνοϊκότερο και πάλι με δέσμευση για 1 μήνα το οποίο και δέχτηκα. Έστειλα νέο εμαιλ ότι 12 Ιουνίου αναμένω την απενεργοποίηση. Το πρόβλημα είναι ότι γίνεται εκμετάλλευση των ευάλωττων παικτών και προσπαθούν να κρατήσουν τους παίκτες στο καζίνο.

Thank you for additional information.

To be able to proceed further with the review of your case, we kindly ask you to provide your self-exclusion request that you sent to the casino. Without this document, we are not able to continue with the complaint process.

Thank you in advance for your cooperation.

Good evening, I am attaching the correspondence with the support & vip manager.

Καλησπέρα, επισυνάπτω την αλληλογραφία με to support & vip manager

Thank you for your willingness to cooperate. However, I have not received any email or attachment either in this thread or in my email inbox.

Could you please resend it either here in the complaint thread or directly to: [email protected]

Thank you once again for your cooperation.

Dear markokkori,

As previously discussed with the VIP manager, an agreement was reached to keep the account active until June 12 under the accepted bonus conditions.

However, if you no longer wish to wait until that date, you may contact your VIP manager again and explicitly request the immediate permanent closure of your account without the possibility of reopening.

Once such a final request is received, the relevant team will review it accordingly.

Kind regards,

MrPacho Casino Team

Dear markokkori,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru