Betpanda Casino - Player’s winnings haven’t been received yet.

Hello, I registered at this casino, made a couple of bets, and placed money for withdrawal. The first payment arrived in 10 minutes, I placed the second. And now more than 15 hours have passed, there is still no money. In the chat they told me to contact the post office, but I don’t understand the reason for contacting the post office if this casino doesn’t even have KYC? I am starting to get very worried and have already lost $100 in a casino while I was waiting for an answer from them, help me before I lose all my money.I even had to write to them from my second email, because the letter was not sent "check that your email is correct, this account does not exist"

Dear deathinred4,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Yes, but I don’t understand what should I wait and how long? They never responded to my email

Hello, I can’t log into my account, it says "your account is blocked, please contact support"

Will you help me somehow? They closed my account and took my money

Dear deathinred4,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, nothing good happened, they just blocked access to my account and that’s it. I wrote to them by mail, but I never received any response.

They responded to me and asked me to complete KYC. I sent the requested documents to them by email yesterday, I'm waiting for a response

Dear Deathinred4,

I’m glad to hear that the verification process has begun. Please keep in mind that it may take up to 14 days, so I recommend following the casino’s instructions and submitting all the requested documents.

If there are any updates, please feel free to let us know.

Looking forward to hearing from you.

Best regards,

Nick

Okay, I sent the documents, now I'm waiting for their response

Dear Deathinred4,

Thank you for your message. As the recommended period is 14 days, I would suggest waiting one more week for an update.

In the meantime, could you please forward any communication between you and the casino regarding this case to nikolas.b@casino.guru?

I look forward to hearing from you.

Kind regards,

Nick

Dear deathinred4,

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.