The player from Norway had faced account closure by Betpanda due to "player advantage", with their balance and winnings being confiscated. The player contested this, insisting that they hadn't used the bonus that the decision was based on. The player's attempts to communicate had been met with unsatisfactory responses. We had attempted to gather more information from the player to fully understand the situation, and even extended the complaint response time by 7 days. However, due to a lack of response from the player, we had to reject the complaint.
Betpanda Casino - Player's account closed, accuses Betpanda of withholding winnings.
Amount: 70 kr
Betpanda Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.5
Betpanda Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Betpanda closed my account due to "player advantage" stating that I used a bonus to gain advantage on the casino they confiscated my balance my deposit plus winnings yet take a look at the screen shot, The bonus was never touched not a single cent it was cancelled and unused so in what way did I use an advantage? If they want to ban my account that's at bet pandas discretion confiscate my winnings again bet pandas discretion but to take my initial deposit and refuse to return it? That is straight theft, Customer support at this point is useless I'm averaging single line replies every minute to an hour no response to my email just robbed me avoid this casino.
Public
Public
9 months ago
Dear Gagask,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
9 months ago
Dear Gagask,
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.
Public
Public
9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
