Complaint #12 MrPacho Casino

Mr Pacho Casino - Verify and withdraw issue going on for over a week

By Santaclaus9

2 years ago

Made a withdrawal over a week ago, but money is nowhere to be seen.

Seen a lot of the same feedback from other customers so they probably just push back the withdrawal so people play their money away.

I would have liked to verify my account so that the withdrawal would be faster, but they say "There is no need to do that” and my verification tab is not even open. Live chat says that I don't need to verify and email support says that I have to.

Contacted customer support and live chat on many different days and they said that they sent a message to the verifying and finance team but nothing happened.

Disputed Casino MrPacho Casino

Reason Delayed payment

Amount €500

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Santaclaus9,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Santaclaus9

2 years ago

I did in fact enter the correct email address. I got tired of waiting for you to make a simple withdraw so I already gambled the money away and that surely was your ulterior motive when you canceled my withdrawals due to a ”technical fault”. The total amount was 500€.

MrPacho Casino

• Representative

2 years ago

Dear all,

Hope you are doing well!

We would like to inform you that the player's withdrawal request has been reviewed and has been declined because the player entered an incorrect e-mail address during the withdrawal, which was the case last time. We kindly ask you to double-check the information to avoid any misunderstandings.

Hope for your understanding and cooperation.

Best regards,
Mr. Pacho Casino.

MrPacho Casino

• Representative

2 years ago

Dear @Santaclaus9,

Hope you are doing well!

We are very sorry that you have encountered this situation, but all your previous withdrawal requests have been cancelled due to incorrectly entered payment system details. Also, we may, at our sole discretion, require you to complete the verification, both before and after effecting deposits into your account and/or making a withdrawal. In accordance with this rule, which is stated in our casino rules and which you agreed to when you registered, verification of your account was requested from you yesterday and you have successfully completed it.
With respect to your existing withdrawal request that you placed yesterday, withdrawal requests will be processed by the Finance Department within three (3) business days after the request is submitted and/or three (3) business days after the last withdrawal request is paid, subject to all other conditions and verifications as set forth in the Terms and Conditions. The agents of the Finance Department process withdrawal requests from 6:00 to 17:00 GMT, Monday through Friday. Please be patient and wait for your request to be processed.

We hope for your understanding and cooperation.

Best regards,
Mr. Pacho Casino.

MrPacho Casino Complaint Stats

Resolved 14 / 17

Avg. Amount $2,445

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

MrPacho Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 10 out of 12 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

MrPacho Casino Complaints

See all complaints for this casino

Mrpacho is cancelling my withdraws

Dear AskGamblers I'll need your help.

I made my first 200eur withdraw on this casino at 12.6.2026 and it was cancelled right about when casinos 96 hour window is full. I contacted support and they told me that I have cancelled it myself.

However on deposits and withdraws I use Zimpler as a provider. I contacted them what was the reason for cancelling and they told me that casino did not confirm it in this 96 hour window.

Then on 16.6.2026 I made a new withdraw that was also cancelled. The same thing, the casino is stating that I am cancelling it.

And I have not cancelled any of those and it can be confirmed from Zimpler.

Please help me with this withdraw!

Resolved

€200

Self exclusion not done in timely manner

Hi,

I first contacted customer support via the email address provided in the Terms & Conditions section of the website on 27 March 2026 and requested to be self-excluded. Customer support replied by providing the contact details of a "VIP Manager". I subsequently sent my self-exclusion request to the VIP Manager via both WhatsApp and email, but I did not receive any response.

To date, I have requested self-exclusion at least four more times by emailing customer support. I explained that the VIP Manager had not responded to my requests. I also contacted the live chat service, but I did not receive any assistance. Furthermore, I informed the casino about my gambling addiction.

During the period from 29 March 2026 to 18 June 2026, I deposited approximately €8,500 in total and made no withdrawals.

I hereby request a full refund of all deposits made during this period, as well as the permanent closure of my account with this casino and all other casinos operated by the Luxinero Group.

Resolved

€8,500

Withdrawal delayed for more than 10 days

I am submitting this complaint regarding a withdrawal of €500 that has been pending since 25 May 2026.

The withdrawal request has remained in “Under Review” status for over 10 days. During this period, I have contacted customer support repeatedly, almost every day, seeking clarification and a resolution.

While the support agents have been polite, I have received the same generic response every time: that my case has been forwarded to the relevant department and that I should wait for an update. Despite these assurances, no explanation has been provided for the delay, no timeframe has been given, and no progress has been communicated.

As a player, I find this extremely concerning. If there is a verification issue, I expect to be informed. If additional documents are required, I expect to be notified. Instead, I am left waiting indefinitely while my funds remain inaccessible.

The amount involved is not disputed. The withdrawal request was submitted properly, yet after more than 10 days it is still being reviewed with no clear reason provided.

At this point, I am requesting:

1. Immediate clarification regarding the reason for the delay.
2. Processing of my €500 withdrawal without further unnecessary postponement.
3. A clear explanation of why this withdrawal has been kept under review for such an extended period.

I hope Mr Pacho will address this issue publicly and resolve it promptly. Until then, I believe other players should be aware of my experience and the lack of transparency surrounding this withdrawal request.

Resolved

€500

Attempting to Close Account

I contacted "Support" as directed by Live Help when I attempted to close my account with them. I emailed on May 2nd, it's now 7 day's later and 5 emails all unanswered, no automatic reply or acknowledgement. Practically on a daily basis, I went into the Casino to Live Help and demanded my Account be closed as clearly "Support" is not doing their job. I was told they can't do it and to be Patient ( I think 7 days & 5 unanswered emails is been Patient), knowing I might deposit while waiting I asked for a deposit limit to be put on my account, again they can't do this at Live Help (I actually think they mentioned they don't offer that service). I'm still waiting as I type for a reply & account closed, absolute joke of a site !! Zero Responsible Gambling policy.

Resolved

Urgent complaint ongoing withdrawal issues and non payment of winnings

Mr Pacho Casino is repeatedly refusing my withdrawal requests without valid explanation.
My VIP manager, Victor, is treating me disrespectfully and giving me meaningless, repetitive answers that lead nowhere.

My withdrawals have been rejected multiple times: 1700 / 1700 / 1500.
I also have a withdrawal of 1500 that was approved by the casino, but it has still not been credited to my bank account.

I do not play with bonuses, and I have fully respected all the casino’s terms and conditions.

I also have all necessary screenshots as evidence, as well as the full conversation history with my VIP manager.

At this stage, I strongly warn other players: until my winnings are fully paid, I advise you not to play on this casino.

Resolved

€6,400

Withdraw problem and account access denied

Casino Name: Mr Pacho Casino

Complaint Type: Withdrawal Issue & Account Access Denied

Amount: €1500 pending + €8000 balance

Detailed Description:

I requested a withdrawal of €1500, which has now been pending for 6 days.

In addition, I still have approximately €8000 remaining in my account balance that I cannot access.

I am also completely unable to access the casino website and my account. The site does not load or my login is not working, and I have not received any explanation or prior notice.

I have already contacted support but did not receive any clear response.

This situation is very serious, as a total of €9500 of my funds is being held while I am locked out of my account.

I request immediate assistance to restore access to my account and process my withdrawal without further delay.

I am willing to provide any documents required.

Thank you

Resolved

€9,500

Dispute regarding incorrect bonus conversion and breach of TC Section 7 16

I am filing a formal complaint against Mr. Pacho Casino regarding a direct violation of their own Bonus Terms and Conditions.
Today, April 7, 2026, I successfully completed the wagering requirements for a €25 bonus (Transaction ID: 4150652813). My final balance upon completion was €848.71. According to the General Terms and Conditions, specifically Section 7.16, any such bonus has a maximum withdrawal limit of x5 (five times) the bonus amount received.
For my €25 bonus, the converted amount should have been €125.00 (or at least capped at €100.00 as per the example provided in the rules). However, the casino only credited €25.00 (exactly 1x) to my real balance, effectively voiding the remaining €75.00 without any legal grounds.
I contacted Live Support and spoke with agent Melany. I explicitly pointed out Section 7.16, and the agent even admitted in the chat: 'as i said it is maximum 5x'. Despite this admission, the agent claimed a '1x limit' applied to this specific bonus but failed to provide any link, document, or screenshot to prove such a rule exists. She stated I could only see the specific terms while the bonus was active; however, clicking the 'Terms' link during the active bonus period redirected me directly to the General T&C with the 5x rule.
I have already requested a withdrawal for the initial €25.00, but I am disputing the missing €75.00 that the casino refused to credit. I warned the support three times that I would escalate this to AskGamblers, but they refused to follow their published rules. I request the casino to honor Section 7.16 and credit the remaining €75.00 to my account.

Unresolved

€75

Account login issues

Mrpacho.com is on the point of scamming me of both balance and pending withdrawal.

Before now I was able to login my gaming account to place bets and withdrawn from my gaming account, today when I try to login as usual, I noticed that the website interface colour has been upgraded from blue it's usual colour to purple, since then I am experiencing difficulties in accessing my account as it keeps on saying "YOUR ACCOUNT IS UNDER REVIEW". This issue has been raised on multiple occasions via their online support, yet no solution. Operators keep saying everything looks fine and normal from their end, yet from my end i can't login which made me confused and frustrated.

Also, I have a pending withdrawal of 39 USD and a balance of 29 USD, making a total balance of 68 USD.

They say my account is normally, with no restrictions on it, despite these I still can not access my account, and no help is coming. It is sad, and I am frustrated.

Please, I need your help on this.

Below are screenshots with the operator

Resolved

$68

Withdrawal from February 2025 still not received

Hello,

I had a problem with this site, Mr. Pacho.

In February 2025, I won 3000 euros, but they never paid me despite my numerous follow-ups.

I haven't received anything. I hope you can help me, please.

I followed all the rules, the bonus, and lost a lot of money

Could you please help me resolve this situation

Unresolved

€3,000

Withdrawal delay 2 weeks

Hi, the reason for this complaint is very simple, I have been waiting for two withdrawals that sum 634 euros ever since the 30rd of January. They still aren't paid, they haven't asked for kyc, and in chat they tell me to keep waiting. I am attaching the withdrawal of the highest amount and it shows the date.

Unresolved

€634