MrPacho Casino - Spelarens begäran om självuteslutning ignorerades.

Last summer, I had explicitly requested a permanent self-exclusion from all Rabidi NV brands because I have a gambling problem, and this company operates many casinos.

Despite this, I was able to register here without any issues using my exact personal details.

This casino, like all Rabidi casinos, does not perform KYC verification.

L'estate scorsa avevo esplicitamente richiesto un autoesclusione permanente su tutti i marchi Rabidi NV dato che sono un giocatore problematico e questa società ha decine e decine di casinò.

Nonostante questo sono riuscito a registrarmi qui senza problemi utilizzando gli stessi identici dati personali.

Questo casinò come tutti i casinò Rabidi non effettua verifica KYC.

Dear carsix79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found:

Self-exclusion request: you can contact Support Service Team via e-mail: support@mrpacho.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts

Since we require separate player registration, where we operate multiple brands (websites operated by us and/or our Group), we will ensure self-exclusion to be implemented to Your activity on the brand on which You have requested self-exclusion, and Your requested self-exclusion shall be applicable to that individual brand.

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Actually, the term specifically says your self-exclusion will only be applied to one brand and we already discussed a similar case with you here:

https://casino.guru/flappy-casino-player-s-account-was-blocked

Could you please advise if you have requested a self-exclusion from MrPacho Casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

So you didn't look at the screenshot..

I have not self-excluded on one casino, I have self-excluded on ALL casinos in the Rabidi NV group.

The Rabidi group has dozens and dozens of casinos so I have chosen self-exclusion on all their casinos otherwise self-exclusion would be useless if you close one account and open another of their brand.

Are you telling me that now even the transversal self-exclusion on all the casinos of a single Operator no longer works??

Why do you take it into consideration in other complaints instead?

Please answer these questions!

Quindi non hai guardato lo screenshot..

Non mi sono autoescluso su un casinò, mi sono autoescluso su TUTTI i casinò del gruppo Rabidi NV.

Il gruppo Rabidi ha decine e decine di casinò perciò ho scelto l'autoesclusione su tutti i loro casinò altrimenti sarebbe inutile l'autoesclusione se chiudi un conto e ne apri un altro del loro marchio.

Mi state dicendo che adesso non funziona più neanche l'autoesclusione trasversale su tutti i casinò di un singolo Operatore??

Perché negli altri reclami invece la prendete in considerazione?

Prego rispondere a queste domande!

Thank you for your reply, carsix79. I have reviewed the screenshot and my questions are entirely justified given your history with us. You have been reminded several times about our procedures for handling such cases and how to properly request self-exclusion. It was also emphasized that informing the casino about your gambling addiction is necessary for us to validate self-exclusion. Regrettably, this information is not evident in your screenshot.

Furthermore, you have been informed in the past that casinos with this type of license do not require casinos to block users from all brands owned by the same company. Even the responsible gambling section clearly states that self-exclusion must be requested individually from all casinos.

So again - do you have access to your MrPacho Casino account at the moment?

If yes, I can only recommend that you request self-exclusion from this casino specifically. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to MrPacho Casino and keep me informed about any further developments. Thank you in advance.

Dear carsix79,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.