The player from Germany reported inadequate customer support at Panda.Bet Casino, noting that the supposed 24/7 chat was unhelpful and primarily handled by a bot. After his account was banned for using a VPN, he encountered inappropriate comments from a live chat representative, which led to his ban from the chat. He was then unable to access his pending withdrawal of €830 and his deposit of €100. The Complaints Team engaged with the casino regarding the player's situation but ultimately marked the complaint as unresolved due to the casino's lack of response. The player was advised to contact the relevant regulatory authority for further assistance.
Panda.Bet Casino - Player faces account ban and withdrawal issue.
Unresolved
Our verdict
Not enforced T&Cs
Black points: 483
Amount: €830
Panda.Bet Casino
Safety Index:Very lowCase summary
Discussion
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8 months ago
Translation
Hello CasinoGuru,
I know I've specified a value in dispute, but I'm less concerned about the value in dispute and more about the 24/7 live chat.
First of all, it must be said that the support is seriously below average. There's no 24/7 live support, but instead a supporter named James, aka Panda Bot, who repeatedly redirects you to email support, which ultimately doesn't respond either.
Today I was fortunate enough to finally speak to someone via live chat because my transaction history and pending withdrawal had been deleted.
I spoke with Alex in the live chat. My account was banned for using a VPN, so I didn't say anything at first. But afterward, Alex made two very inappropriate comments that made me question everything.
As a result, I was completely banned from the live chat and no longer had the opportunity to speak with him. I've attached the full chat transcript as screenshots.
Also a small note: I provided KYC documents on the day of the payout, which show that I am definitely from Germany 🙂
So yes, my withdrawal of €830 and my deposit of €100 are gone. But this kind of support is unacceptable.
Best regards
Kaan ****
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Panda.Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Are you located in Germany? Did you choose Germany in the registration form/profile information?
- What IP address were you connecting from while using a VPN?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- What specific document have you provided the casino as proof of address?
- Have you accumulated your winnings with or without an active bonus?
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,
Natalia
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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8 months ago
TranslationHello Natalia,
To your questions:
- Yes, I am located in Germany, and yes, I selected Germany in the registration form.
- I didn't check the IP address when I connected, but the VPN's IP address also changes after each reconnection.
- No, there is no way that someone in my household or with the same IP has opened or already has an account.
- As proof of address, I have uploaded a screenshot of a bank statement dated September 1, 2025.
- I earned my winnings with Panda.Bet's first deposit bonus (150% up to €750).
Best regards
Kaan
Edited
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8 months ago
Hello Kaan,
Thank you for your message.
We would like to emphasize once again that according to our Terms and Conditions (panda.bet/page/terms-and-conditions), the use of VPNs or proxies is strictly prohibited on Panda.bet. Unfortunately, any account found to be using a VPN or proxy will be sanctioned and immediately suspended, regardless of whether this occurred during registration, login, or gameplay.
This rule is non-negotiable and applies to all players equally.
Regarding your feedback about our support interaction, we sincerely apologize for the inappropriate communication. We will follow up internally and take corrective measures to ensure that such behavior does not occur again.
Best regards,
Panda.bet Compliance Team
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8 months ago
TranslationHello Panda.Bet Team,
Thank you for your reply. Ultimately, I understand the VPN rule, but my deposit is now gone, even though I was playing from a country that isn't blocked by your site. It's a bit frustrating.
Second, it's simply unprofessional, shameless, and disrespectful to accuse someone of such an insinuation, even though they've already uploaded identity documents for that country, and then to dismiss them as "My boy." You're not getting your payout anyway, so you might as well refrain from making such comments.
Best regards
Kaan
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7 months ago
Dear Panda.Bet Casino, thank you for joining the discussion of the complaint.
Dear player, thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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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7 months ago
Dear b1shTV,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
Dear Panda.Bet Casino,
Thank you for your response. I would like to clarify Casino Guru’s position regarding the use of VPNs or proxies in relation to voiding winnings or suspending player accounts.
Unless there is clear evidence that a player has used a VPN/proxy to:
- bypass jurisdictional restrictions,
- access games or bonuses unavailable in their actual region, or
- otherwise gain an unfair advantage,
we consider such strict measures as voiding winnings or suspending accounts to be excessive and unfair.
In this case, the player claims to have provided valid identification documents confirming his residence in Germany, which is not listed among your restricted countries. Furthermore, I understand that the VPN server used was also located in Germany. If this assumption is incorrect, could you please confirm whether there is any indication that the player gained an unfair advantage by accessing your website through a VPN?
Thank you in advance for your clarification.
Best regards,
Kubo
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7 months ago
TranslationHey Kubo,
Thank you for accepting my complaint!
I wanted to wait for the casino to respond, but I think it will take a while.
There are no further updates from my side at the moment and everything is still somewhat unclear.
Best regards
Kaan
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
Dear b1shTV,
Unfortunately, the casino has not responded to any of my inquiries. Without cooperation from their side, there is little we can achieve. Therefore, I will now mark the complaint as unresolved in our system.
I understand this is not a satisfactory outcome for you. However, please note that unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach in the future. Should the casino decide to respond at a later stage, we will be able to reopen the complaint and you will be notified by email.
Our position regarding the use of VPNs or proxies has already been clarified in my previous post.
In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Kubo
