Betpanda Casino - Player's account has been closed.

Good Evening Casino Guru,

Yesterday i made my first withdrawal request on betpanda.

The withdrawal was getting delayed and after contacting support i was told to the reason was for a "security check".

As of today, my account is banned and my balance was not payed out (around 3000$ in Solana).

I would appreciate your help on this problem.

I'm having trouble uploading the screenshot as proof via the upload section, i can send via email if needed

Best Regards.

Dear ezrekuprofit,

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 how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• You can try again to post screenshots in the thread or submit them to my email at 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

Hello Tomas, i wil answer all your questions.

I've been a player of the casino for 5 days

I learned about my account being blocked after not being able to login

I've made my balance on both slots and sports betting.

No bonus were used.

Best Regards!

Dear ezrekuprofit,

Were you able to contact casino support and ask for assistance?

Have you received any justification for the account block?

Please share with me any information you got from the casino here or to my email at tomas@casino.guru

Hello Tomas,

I've tried to contact them via email and i got no justification whatsoever, whenever i go to their live support they also tell me to contact via email.

I'm being ignored by them.

Best Regards.

Thank you very much, ezrekuprofit, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear ezrekuprofit, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Betpanda Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear ezrekuprofit,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates with a Costa Rica license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina