Betpanda Casino - BetPanda fails to close player’s account despite self-exclusion request.

I am writing to express my deep concern and frustration regarding the handling of my request to close my BetPanda account and my ongoing ability to gamble despite my clear declaration of being an addicted gambler.

(When i sent an official complaint, they immediately closed the account within the minute, but has not responded)

On October 2nd, I initially contacted support@betpanda.io and accounts@betpanda.io to request the closure of my account. To my surprise, I was informed that the closure of accounts is only possible for those that have remained inactive for a whole calendar month. This is rather perplexing, considering that Section 9 of your terms and conditions explicitly outlines the existence of a responsible gaming policy.

I subsequently reached out to their support team on October 8th (Second time) to reiterate my request for account closure. Unfortunately, despite my pleas and admissions of being addicted to gambling, no action has been taken, and I have continued to be able to deposit and gamble on the platform.

I am fully aware that your responsible gaming policy states that transactions and deposits made prior to a complaint are not eligible for refund, which I wholeheartedly agree with. However, since making my request, I have made multiple deposits and placed bets, which I believe is unfair to me as a gambling addict. The responsible gaming policy should be enforced promptly to protect individuals like me from the harm of addiction.

I kindly request the following:

1. Immediate closure of my BetPanda account as per the responsible gaming policy and as I initially requested on October 2nd.

2. A thorough review of my recent deposits and bets made after my request for account closure, with the aim of issuing a refund for these transactions.

3. It is only fair to the casino to exclude any transactions before their acknowledgement on the 8th of october, because we can't presume the casino knew about my addiction before their email of denying closure. Then this regards all transactions made between the 08.10.2023 (October) to days date.

I urge you to consider the seriousness of my situation and the responsibility that BetPanda has towards ensuring a safe and responsible gaming environment. I believe that taking swift action in response to my request is not only the right thing to do but also in line with your stated responsible gaming policy.

I look forward to your prompt response and resolution of this matter.

Dear kingdms,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betpanda Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you made any deposits in the casino between October 2nd and October 8th?
• Do I understand correctly you already contacted the casino regarding your request for a refund? Have you received any response from the casino regarding your requests at all other than the statement regarding inactive accounts?
• Send me any communication you received from the casino regarding the issue, please. My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thomas,

Let me also clear one thing. I don't have multiple accounts on betpanda, only one. But they failed to close one on 2 seperate requests demanding so due to gambling addiction.

The irony in this is that, when i came the third time to give them the formal complaint, it took them under a minute to close my account, when all other requests per email has taken about 4 days for responses.

Betpanda also stated that support chat can't process a account closure, while they in this case did.

So overall this casino acted in very bad faith here. And a refund request in a objective view should be considered by them. If not they should remove the responsible gaming from section 9 in their terms in the future.

Thank you very much, kingdms for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I recognize that Betpanda has yet to respond here.

I hope everyone who sees this complaint publicly will take a second thought before depositing.

Just being a casino that doesn't even respond to complaints show immaturity. And i have tried on multiple occasions to reach out in livechat, where they close it.

I will give Betpanda until the time runs out.

But i have spoken to my Norwegian lawyers, and we will try to enforce the snapshotted (17.10.2023) terms of the Corporation registered in Costa Rica, as this seems like the only option considering their license limitations.

Anyways, if there is no response in 3 days or so, i still appreciated all the help of GURU, and their awareness towards betpanda.io.

Thanks!

Dear kingdms,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you Jozef.

I appreciate this, i will await all my external activities against the casino, until i receive a confirmation of their presence, or refusal of presence on Guru.

Hope we can solve this.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

I have just today gotten in contact with the casino properly, now they said my followup will be forwarded to the management team. I see this as a sign of progress, and hope it will be responded to soon.

A few days ago i posted about the situation on one of the biggest casino's forums, and it got some traction. After that, one of the admins on the forum said i could expect a email from them soon. I then decided to ask betpanda live chat about my case. They have now for the first time responded to me after this complaint was created

I await, and hope for a respond per email also. And would like for us to resolve this, so both me and the casino can move on.

The casino lied to me the other day, as they now are back to not responding again, classic scammers to have multipersonality disorders, like they do. The reason i say this is because there is only 1 person running betpanda.

Now i see the timer is running out, once that happens we will send all the drafted documents through the EU comission, to force some sanctions agains the registered company.

Time is over for them to abuse addictive gamblers. The worst part is that they are also breaking the "human rights act" by doing so, and should thread very lightly forward.

Now i hope once they get a fine, or some punishment i can publish this here publicly if possible.

Thanks for all the help.

I am extending the timer by 7 days since I need more time for evaluation of all provided information.

There is no need. They wont respond, as they ignore my emails and my live chat messages.

I would honestly just remove the casino from Guru completly, and set a presidence that guru doesn't condone such behaviour and advantage abuse.

Dear kingdms,

be aware that I am communicating directly with the casino team. I will get back to you as soon as I will have more information.

You are?

Thats news to me. I told my lawyers just today to hold of any filings. Luckily it was not filed as it should have been sent this week.

Thanks, i will await

But i would appreciate you clearifying this next time, because i already spent 350$ on the filing. At this point i just want the casino to do the right thing, but if the outcome is no legal action and just a bunch of legal fees i might just pursue it anyways, i wont take on more legal fees just because the casino keeps stalling here.

It is cheaper for me to just file everything and move on, now i am liable to pay legal fees twice if you cant solve this. And i am not subject to refund from the casino in a lawfull event, because it is a waste-of-cost without reasoning from my side.

Dear Kingdoms,

to keep you informed, I am going to post my last reply to the casino below:

I am very sorry about the situation but as for now I believe the situation was not handled correctly. When a player informs your support about a gambling problem, their account should be blocked as soon as possible. Additionally, the casino should be proactive in preventing the player from creating further accounts, at the very least by blocking registrations with the same email address, also not to reopen such accounts. It does not matter if you are anonymous casino or classic casino. It is clear that player is no longer in control, and minimum you can do to help is to block such a account. If no further information is provided, then the refund would be justified according to our opinion.

You also stated that:

This player sent a request to close his account on October 2nd. He received a canned support reply the same day.

Could you provide me with the communication you had with player during this period (2nd – 14th)?

The account was closed 12 days after initial request, is there any reason why it was so delayed? 

As for now, the casino has not replied. I will extend the timer one more time and if they fail to reply I will close the complaint as failed self-exclusion. An unresolved complaint will negatively impact their safety index on our website.

Hi,

Thanks for this update. I will await a update before or until the timer runs out.

My lawyers just emailed me they talked to Betpanda support, and the "success staff of support" called Meier.

I quote they said "We do no array complaints with casino.guru, we only handle complaints to our site".

I call this being very neglecting, as they stated they handle complaints to their site, which they have failed to acknowledge here in my case. A 7th breach of their terms

I think the casino has not even seen this complaint, and i urge casino.guru for the last time to completly remove betpanda from their site, and condem them as a fraudelent website. The website from an analysis my lawyers set up, has red flags where they specify following.

• Condem money laundering activities as the potential of occurance, and occuring.
• Grayline the consequence and action of the human rights act, and human health organisation referance.
• Does not follow their premit terms of offering sufficient equallity service to EU consumers, as they where operating in EU themselves.
• +14 more irregulatities.

This will all be sent through the EU comission, and directly to their registered address of operations. This analysis is done by a very professional firm, and a full report is created.

I will give casino.guru to update this case by tuesday, either as closed, or a resolution. After that all will be filed, and there will be no regrets or changes to our filings.

This is my last response if guru has not resolved it.

Dear kingdms,

I am very sorry, but since the casino team has not been responsive to my last email, we are unable to continue with the investigation. Based on the information provided by both sides, it seems that the self-exclusion process was not handled correctly. See the attachment as evidence I really communicated with them (this was their last reply).

I have no other option than to close the case as 'unresolved'. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru