The player from Spain has a pending withdrawal and is facing a routine security review, which has delayed the process for over two days. Despite having previously quick withdrawals and no unusual activity, the player is concerned about their account status and wishes to withdraw all funds.
Betpanda Casino - Player's withdrawal is delayed due to security review.
Amount: €2,500
Betpanda Casino
Safety Index:Above averageSafety Index
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6.5
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Case opened
Current status
Waiting for player to reply
3d 2h 50m 52s
Case summary
4 days ago
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2 weeks ago
Translation
More than two days ago, I initiated a withdrawal of 5 Solanas on betpanda.io. I had been depositing and losing for several days, but I was on a good streak and decided to cash out some winnings. Usually, I've made withdrawals and they are quick to pay, but when it took more than a day, I contacted them and they told me that my account is undergoing a routine security review. My balance is currently negative, as I have lost more than I have won. I haven't done anything unusual, just regular sports bets. Besides those 5 Solanas pending withdrawal, I have 6.43 Solanas in the account. They haven't asked me for any documentation to verify my identity or anything, just a routine security review, but something feels off. I would like to withdraw everything, this doesn't give me a good feeling.
Automatic translation:
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2 weeks ago
Dear inesmariad,
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,
Kristina
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2 weeks ago
Translation
Hello, thanks for replying. I update that the 5 solanas are still pending and now I have 13 more solanas in the account. At no time have I been required to verify the account, in fact it is a casino without KYC. Likewise, if they ask me for any document I will have no problem attaching it. I am still waiting for a response from the casino. Now the total amount is more than €3,500. I will remain waiting, I hope you can help me recover what is mine.
Automatic translation:
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2 weeks ago
Thank you for your reply, inesmariad. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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4 days ago
Dear inesmariad,
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.
inesmariad has 3d 2h 50m 52s to reply
