Complaint #20 MrPacho Casino

Complaint Regarding Delayed and Denied Payment from MrPacho

By Danymo

1 year ago

Dear AskGamblers Team,

I am writing to formally report an issue regarding delayed and repeatedly denied payment of my winnings from the casino MrPacho.com, one of your regulated partners.

On 22.12 , I won a total of €335 while playing on the MrPacho.com platform. Despite more than 7 days having passed since I requested the withdrawal, I have yet to receive the payment.

I have contacted MrPacho.com’s customer service multiple times via [mention channel, e.g., live chat, email, etc.] but have only received generic responses with no resolution to my issue. This delay and lack of action are unacceptable, particularly as the amount in question is modest compared to the funds I have deposited and lost on their platform.

As the regulating authority, I kindly request your intervention to ensure MrPacho.com complies with fair play and transparency rules. I would appreciate confirmation of the expected timeline to receive my winnings.

I am available to provide any supporting documentation, such as screenshots or records of my communications with MrPacho.com’s customer service team, if necessary.

Thank you in advance for your attention to this matter. I look forward to hearing from you soon.

Kind regards,

< personal information >

Disputed Casino MrPacho Casino

Reason Delayed payment

Amount €335

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Danymo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

MrPacho Casino

• Representative

1 year ago

Dear all,

Thank you for your reply.

We have thoroughly checked your case regarding the delayed payout and can confirm that your account has been successfully verified and according to our records, the withdrawal request was successfully processed. The funds have been transferred to the payment method you provided.

If you have any further questions or need any assistance, please do not hesitate to contact us.

Thank you for your understanding and we hope to resolve this matter as soon as possible.

Best regards,
Mr.Pacho Casino team

Danymo

1 year ago

I attach the file

Danymo

1 year ago

My request has not yet been addressed or resolved, despite the fact that, as shown in the previous message, MrPacho confirmed that my account had been verified (including via email, etc.). Now, just to avoid paying me, they have changed the status back to “under review.” However, as you can see from the screenshots, the documents are correct. These actions are unpleasant and unfortunately lead me to suspect that there is an attempt to hinder me from receiving my funds. I continue to contact support daily, but no one seems to take me seriously. It’s a shame because I would have continued playing.

MrPacho Casino Complaint Stats

Resolved 12 / 15

Avg. Amount $2,108

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

MrPacho Casino Complaints

See all complaints for this casino

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

Ongoing Withdrawal Delays

I would like to file a formal complaint regarding serious issues I am currently experiencing with Mr Pacho Casino.

I have several withdrawal requests that have been pending for an unreasonable amount of time, and I still have not received any clear explanation regarding the delays. I am requesting a precise and transparent reason why my withdrawals are still marked as “in progress.”

Additionally, I have contacted customer support multiple times via email and have not received any meaningful response. The live chat service is either unavailable or provides only vague and unclear answers that do not resolve my concerns. At this point, I feel completely ignored as a customer.

Furthermore, despite being a VIP Level 5 player, I have not been assigned a VIP manager, which is highly disappointing considering my level of activity and loyalty to the platform.

My requests are simple:
• A clear explanation for the ongoing withdrawal delays
• Immediate processing of my pending withdrawals
• Proper communication from a competent support representative
• Clarifications regarding my VIP status and the absence of a VIP manager

I am hoping that AskGamblers can help facilitate communication and ensure that this matter is handled professionally and promptly.

Thank you.

Resolved

€4,500

1 Week Withdrawal Delay at MrPacho

Hey AskGamblers,

I’m having an issue with Mr Pacho Casino. I requested a withdrawal of 1200€ a week ago, and it still hasn’t been processed.

I’ve contacted customer support, but I’ve only gotten vague responses and no real answers about when I’ll get my money.

Can you help me out and look into this? I’d really appreciate it!

Thanks,

Resolved

€1,205