Betpanda Casino - Player's withdrawal is delayed and account is locked.

After my betting was limited by the trading team, I submitted a withdrawal for my entire balance at betpanda.

They claim to be an instant payout, anonymous and VPN friendly sportsbook, so I expected a quick payout.

I contacted support several days after my withdrawal had still not been paid out, and was told my account was undergoing routine security checks, and to wait.

Now my account is locked, with the inability to login.

I am given an error message to contact support, but every time I do, they tell me I will become contacted via email, that they have no more info, and they close the chat.

It is worth noting that my balance with this casino was in BTC, your system wouldn't allow me to put a value less than 1, but I believe mu balance was around $6,000 to $8,000 CAD worth of BTC

Dear SLOWILT,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're experiencing with your withdrawal and account access at Betpanda.

To help us better understand and mediate this situation, could you please clarify the following:

• When you submitted your withdrawal, did you receive any confirmation from the casino regarding the request or a reference number?
• Can you provide more details on the communication you had with customer support regarding the security checks? What was the exact wording of their responses?
• Have you tried reaching out to the casino via email or any other contact method after your account was locked? If so, could you share any responses or relevant details?
• Is the issue with logging in ongoing, or have you been able to regain access at all?

Your cooperation is essential for us to proceed with the case and find a resolution. Without this detailed information, we won’t be able to move forward in resolving the issue effectively.

If you have any relevant communication or screenshots, please feel free to forward them directly to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

PS: Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Also, I adjusted the disputed amount to 7,000 CAD.

When you submitted your withdrawal, did you receive any confirmation from the casino regarding the request or a reference number?

NO

Can you provide more details on the communication you had with customer support regarding the security checks? What was the exact wording of their responses?

I contacted them once when I still had access to my account, and they said for my protection, routine security checks were being conducted - no other details were listed.

Have you tried reaching out to the casino via email or any other contact method after your account was locked? If so, could you share any responses or relevant details?

Yes. I have asked the status of my withdrawal via support and email, both have been ignored.

Is the issue with logging in ongoing, or have you been able to regain access at all?

I cannot logon - it says account blocked, pls contact support.

Hi SLOWILT,

Thank you for providing this information; I can see how frustrating this situation must be.

• To help us get a clearer picture, could you let us know if your account was successfully verified in the past? Verification can sometimes affect the withdrawal process, so this detail may be useful.
• Additionally, could you tell us which types of games you were playing—whether it was slots, casino games, or sports betting?
• Lastly, were your winnings accumulated with or without an active bonus? This can also influence the terms of withdrawal in some cases.

We’ll do everything we can to assist you.

Thank you for your patience as we work through this.

Dear SLOWILT,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to 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.