Complaint #33 MrPacho Casino

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

By Nncchjn

5 months ago

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.

Disputed Casino MrPacho Casino

Reason Bonus terms violation

Amount €75

Discussion

AskGamblers

• Support Team

5 months ago

Dear MrPacho Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Nncchjn

5 months ago

It has been several days since the casino representative stated they were looking into my issue. Unfortunately, I have not received any further updates or a resolution regarding the missing €75 from my bonus wagering.
I would like to reiterate that according to my calculations, the bonus was completed correctly, yet only €25 was credited instead of the expected €100.
Could the AskGamblers team please prompt the casino for a specific timeline or a detailed explanation? I am still waiting for the remaining funds to be rightfully credited to my account. Thank you for your assistance.

MrPacho Casino

• Representative

5 months ago

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.

Kind regards,
Mrpacho

AskGamblers

• Support Team

5 months ago

Dear MrPacho Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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

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