The player from Lithuania had successfully withdrawn 8 sol on September 17th but was facing a pending withdrawal of another 8 sol due to a security check, without any additional information or timeframes from the casino. After providing the necessary details and confirming that no KYC documents were requested, the player was advised to wait for the casino's response regarding the investigation. Ultimately, the withdrawal was confirmed, and the remaining balance was successfully withdrawn. The complaint was marked as resolved by the Complaints Team.
Betpanda Casino - Player's withdrawal is delayed.
Amount: €4,900
Betpanda Casino
Safety Index:Above averageSafety Index
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6.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
On Sep 13th deposited 8 sol and started gambling. On 17th Sep withdrawed 8 sol and they were sent to my wallet in 2 hours. After that on the same day requested an additional 8 sol withdrawal and it is still pending due to a security check on my account. Still have 27 sol in there. No additional info or timeframes are provided. Also they are not requesting anything. Could you please help me with it?
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2 months ago
Dear lokoj4282,
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 confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
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2 months ago
Sure.
They did not asked for any documents for KYC yet.
No, i havent accepted any bonuses from them, played with my money.
Emailed you my communication with them.
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2 months ago
No updates. I am writing every two days to them - every time same response "account under investigation wait for security team answer".
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2 months ago
Thank you very much, lokoj4282, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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.
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2 months ago
Withdrawal has just been confirmed. Remaining balance was also successfully withdrawn. Thank you for your efforts, we can close this case.
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2 months ago
Dear lokoj4282,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka
Casino.Guru
