Betpanda Casino - Player self-exclusion request has not been enforced.

Hello,

I'm contacting you today regarding a major problem with Betpanda.io casino. In May, I asked to be banned from this site for addiction, as I couldn't control my gambling. But the big problem with this casino is that it does not prohibit multi-accounts, and does not carry out any KYC checks! And as the addict that I am, I couldn't resist the temptation of gambling, so I created new accounts, then asked for them to be closed, and so on and so forth... During my exchanges with livechat support, the only thing I was told was "please refrain from playing on our site", but what a real hell! It's a total disgrace for responsible gambling. Fragile players are in no way protected by these methods. I lost over $2660 because of all this, after my voluntary self-exclusion from this site for addiction. I tried to contact them by e-mail to get answers and above all a refund from them, but to no avail, no reply.

I don't know what to do any more, I feel totally powerless against them. 

I'm asking for your help. Thank you for reading this.

Sincerely 

Dear Rmx314,

Thank you very much for submitting this complaint. I'm sorry to hear about the issues you've encountered with self-exclusion.

In anonymous or semi-anonymous casinos like Betpanda, the self-exclusion process can be challenging to enforce effectively. This is because these casinos allow players to create new accounts using different email addresses, making it difficult to identify and block individuals who have previously self-excluded. As a result, players can bypass self-exclusion measures by simply registering again with a new email.

Unfortunately, this lack of robust identity verification means the casino cannot reliably prevent self-excluded players from returning. We understand how frustrating this can be and how it may undermine your efforts to control your gambling.

To help mitigate this issue, we recommend the following steps:

• Self-Exclusion Services: Utilize third-party self-exclusion services that cover multiple casinos and can provide more comprehensive protection.
• Gambling Support: Seek support from gambling help organizations that can offer additional tools and resources to manage your gambling.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Could you please specify if you passed the full KYC verification in the first account you requested to be self-excluded from? Have you stated gambling addiction as your reason for closing your first account?

Have you tried submitting any identity documents to your second account?

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

Veronika

Hello,

Thank you for your reply. No, no KYC check has been performed, as it is not requested by the casino. And the addiction was specified in my self-exclusion. What I don't understand is why the casino doesn't prohibit multi-accounts in its terms and conditions. It's a real hell for addicted players.

Thank you for your help.

One of the major concerns with crypto casinos that allow anonymous play and quick registration is that it's very easy to bypass self-exclusion measures. This makes it nearly non-existent. While I empathize with how challenging and uncomfortable this situation can be, the best recommendation I can offer is to use BetBlocker to block access to these casinos. I would also like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

I apologize, but since your accounts were not verified and you registered easily using a different email address, the casino system could not connect the accounts as belonging to the same person. In this case, we are unable to help you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.