Betpanda Casino - Player’s account closed during first withdrawal attempt.

Went to withdrawal winnings after playing for hours and received email that withdrawal was denied. I then received email saying account has been closed due to creating more than one account to in order to get advantage of casino promotion. I opened my account the day of withdrawal and never used any promotion or bonus. I went into my profile and declined the bonus in order to withdrawal. After reaching out to support they only say "There is no need for further action as our system has identified and addressed the issue. It has detected multiple accounts associated with your profile and has subsequently blocked all of them, including the current one." I have been playing on another online casino and never used this one before. First time I use it I deposit and make money then go to withdrawl and they close my account. This is wrong. No bonus or poromtion was used as you can see from screenshot

Dear needhelpwithdrawl,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you provided any documents to verify your identity?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Hello Kristina. Thank you for helping resolve the issue with BetPanda.

To answer your questions, I am the only one in the household and my network is secure. They have not asked for any documents and stopped communicating with me after I presented screenshots. Update below.

UPDATE

After spending hours looking into this I was able to locate an email saying my withdrawal was accepted hours before it was later denied.

Therefore, I reached back out to the online chat feature to bring this up. I was then told a different reason why my account was closed. It was due to my email. "It may be associated with fraudulent activity".

I use an email client which masks my personal email to provide security and protect me from data breaches, spam and many other things. It is stated on their site that is part of the 5 pillars that make them different.

Not only do they promote security and privacy, there is nothing on the site that says this is not allowed, which is why I used it. No message of any sort when signing up and receiving code for confirmation of email. It is actually the opposite. On the front page of their website it says "Anonymous. Use any email address to get started in second" I attached screenshot with area highlighted in red.

This is so wrong and I am an honest person who was just trying out a new casino. No promotions used. No bonuses used. No other accounts have been created. The reason I chose this site is they have a slot provider I love that the other site I have been a member of for over 2 years no longer.

So upsetting and confusing I have email and message on their site that my withdrawal was approved. This cant be legal.

This needs to be made right. They are not responding to my messages anymore. Please help me.

Account Activation Email

Withdrawl Confirmation

I was able to get ahold of customer service again and wanted to make sure I am indeed no fault. Here is a screenshot with support confirming you are able to register with any email address to remain anonymous.

Thank you very much, needhelpwithdrawl, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you Kristina. I will await response from Branislav.

Hello, needhelpwithdrawl,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betpanda Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betpanda Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear needhelpwithdrawl,

The casino representative contacted me outside of the thread, providing me with further details.

First - regardless of an email or an email client a player uses to register, online casinos have tools to detect multiple accounts in other ways and link them by other parameters.

Second - can you please explain how it is possible that you forgot about several other accounts that you registered with the casino over several consecutive days?

Are you aware that multiple accounts and bonus abuse (only 1 welcome bonus is allowed per player/account) mean a serious violation of the casino's Terms and Conditions?

I did not forget anything as I did not create another account with betpanda. Does betpanda have other sister websites that fall under this umbrella? That is the only way I would have another account or accounts associated to me. The previous day I made one account through another website that has .io.

Since I did not use any welcome bonus on my account this really doesn’t make sense. Why would I make a new Account to just have? I'm aware on any online casino you are allowed one account per user. It doesn't make sense that one would do what I am being told I have done to just lose money as I would not be allowed to withdrawal on any said account.

I wanted to play a provider which they carry and that is all. I just went through all my emails again to double check and certain no other accounts were created on my end.

Please make this right

We do not know about any sister casino(s).

Which exact website/casino with .io did you register the previous day, please?

Why would you not be allowed to withdraw?

You referred to the information "Anonymous. Use any email address to get started in second", so it does not make sense to talk about something like KYC anymore. In addition, if there were several accounts and the casino's Welcome Bonus was used in more than 1 of them, it is still a serious breach.

I asked the casino for a few more details.

Now I am setting up the timer for the casino, and once I have the necessary information, I will inform you.

Thank you for your patience and understanding.

I do appreciate your time and help.

It was wild.io

When I signed up I read the TOS, as one needs to do before registering. It clearly states users can only have one account.

If this accusation were actually true then that would mean I made an account after making others to decline the bonus welcome, then deposit my money and waste hours playing. That's just silly. What benefit is that to me?

I would like to know how my account is associated to others? Through a crypto wallet? Through IP address?

I live alone and use a VPN as recommended by Betpanda. I send and receive crypto several times a week through my wallet and most all the time the address changes when receiving as well as when sending.

This really needs to be sorted out on and made right on their end

What benefit is that to you? A possibility to freely play at the casino even after previous violations, which should have not been possible after creating more than 1 account and bonus abuse. For example.

As I mentioned, there are other ways how online casinos can detect multiple accounts, and for understandable reasons, I will certainly not disclose them.

Although it seems you were careful regarding the data matches, we are very likely talking about several accounts at this particular casino.

Let's please wait for the casino's response and confirmation/additional details.

With dozens and dozens of online casinos and all offering some sort of bonus (which I never do as I play with a raw deposit) why would I knowingly create an account and deposit my hard earned money with the slight chance I would not be able to withdrawal. I do enjoy gambling but that is just silly and as I said absolutely no benefit to me.

I feel I must speak on everything I know and in doing so hope the truth is shown as I am being accused of something.

With that being said I don't understand Branislav, how you being an impartial party would say I was "careful regarding data matches" to allude I was trying to do something illegal. I'm have a somewhat ok understanding of how the internet works and therefore spoke on my IP address and crypto wallet so it would not be said that either of those is the issue.

I created an account at this casino, deposited my hard earned money and played for hours. It's as simple as that.

Dear needhelpwithdrawl,

The casino's claims and decision were supported by relevant details and evidence.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse.

There were several accounts (including your disputed account) created and used by 1 person at the casino who previously abused the casino's bonus offer by using bonuses on more than 1 of the linked accounts, which seriously breached the casino's rules. You were not allowed to open more than one account and it is forbidden to use more than 1 bonus per person/account/user. Unfortunately, some specific indications and signs link those accounts, and therefore it would be likely impossible to prove otherwise.

I strongly recommend you comply with this casino's and other casinos' Terms and Conditions in the future. Even if the casino was anonymous, which it is not, it would not mean you can create more than one account.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although only outside of the thread, thanks also to Betpanda Casino Team, for providing information and for their cooperation.

Best regards,

Branislav, Casino.Guru