Panda.Bet Casino - Player’s winnings have been confiscated.

I made 3 deposits in total on this site (amount around $400)

Account verified

When I got $7000, I withdrew the money, and then there were problems and fabrications that I had multiple duo accounts and that I was using a vpn during the game. That is a complete lie.

They only offered me a refund of the deposit, but I didn't get that either.

Hello,

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 that I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

No one in Serbia has heard of this site. So no one in the domain has registered with them. I don't have duplicate accounts, only one

I deposited money and took the bonus. After the wagering requirements I played with real money and got $7000

I went through Kyc verification and the account is verified.

They paid me $458, for all deposits and blocked my account. They still owe me $6582

Dear Vladson,

We completely understand your frustration, especially when large winnings are involved and, for some reason, they are not paid out. However, we have strict rules when it comes to IP addresses linked to proxies or VPNs, and in such cases we must enforce them strictly.

Why? Because due to audits and compliance requirements, we must know with 100% certainty where players are connecting from. This is essential to prevent multiple accounts, fake accounts, and -> most importantly bonus abuse.

We use advanced software that detects device fingerprinting, sessions, VPNs, and datacenter IPs. In your case, our system raised an alert because your account was accessed through an IP identified as "VPN Consumer – São Paulo, Brazil", associated with NordVPN.

Since several other customers were also using NordVPN, this resulted in multiple accounts being shown under the same IP address.

Our procedure in such cases is straightforward:

1) A customer registers with their real information.

2) The customer makes a deposit and completes partial verification (e.g., email verification).

3) When the customer requests their first withdrawal, full verification is required (documents, passport/ID, selfie, etc.).

4) Our system checks for multi-accounts and VPN usage. If any issue is detected, the account is sanctioned.

VPN and proxy usage is strictly prohibited and clearly outlined in our Terms and Conditions:

https://panda.bet/page/terms-and-conditions/

(Sections 3.4 and 5.4, which were accepted during registration).

Due to licensing and compliance reasons, we must restrict access from certain markets. This is why VPN or proxy usage is strictly forbidden and leads to sanctions.

That being said, we have been fair enough to refund your deposited amount, which is something we occasionally do for customers found using VPNs.

If you have any further inquiries, please feel free to reach out here.

Best regards,

Panda.bet Compliance Team

That's a pure lie of yours. I have not made any profit or deposit through a VPN. You have no proof. You are doing unauthorized actions. Your boss will end up in prison for all this and I hope his accomplices will too.

Dear Panda.Bet Casino representative,

Thank you very much for reaching out to us and providing more details regarding the player's case. Could you please clarify if there are any other countries associated with the player’s IP address through the use of VPN software, apart from Brazil?

Additionally, could you confirm whether the customer registered under their real name, stated their actual country of residence, and submitted genuine identity documents for verification?

Since Brazil is not listed as a restricted country in your Terms and Conditions, I am not sure what advantage the player could have gained by changing their IP address if all personal details were true and correct.

Dear player,

Could you please confirm whether you logged into your casino account while having a VPN active?

No. I have never logged in with a vpn address nor placed a bet with it

Why would I use vpn when panda.bet is available from my country.

They blocked my account. I can't log in at all. They refunded all my deposits but I still owe $6582

Dear Casino.Guru team,

Thank you for your follow-up.

To clarify: at Panda.bet we are very strict when it comes to VPN and proxy usage. It makes no difference whether a customer registers, deposits, or simply logs in while connected through a VPN or proxy. Even a standard login via VPN is not allowed under our Terms and Conditions.

Our strict stance on VPN and proxy usage is mainly driven by the need to prevent bonus abuse. Unfortunately, we have experienced many cases where users employed VPNs specifically to exploit our bonus offers. This is not in our interest and must be avoided at all costs.

For this reason, even a standard login via VPN -> with registration, login or deposit – is already considered a violation of our rules and can lead to sanctions.

We enforce this policy consistently to protect both our platform and our genuine players.

To provide full transparency, we are more than willing to share the technical evidence in this case. If required, we can provide the exact IP address recorded on the customer’s account, send the details via email, or even share a video demonstrating what our session management system has logged.

Best regards,

Panda.bet Compliance Team

Thank you very much for providing all the necessary information. I will now transfer this complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

My last deposit was made on August 11th. The winnings were made legally on August 11th and 12th. But today my account is blocked. I demand that they send you proof of VPN usage. So you will see their nonsense just so they don't give me my money.

Dear vladson198896,

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 providing clarification on the situation. I understand your concerns regarding the player’s use of a VPN. However, from our perspective, VPN usage alone does not constitute an unfair advantage unless it results in circumventing system restrictions or gaining benefits not intended for the player.

Could you please clarify what specific unfair advantage this player gained by accessing the casino via a Brazilian VPN, considering Brazil is not listed as a restricted country? For example, did the player use the VPN to claim a bonus intended only for Brazilian players?

Feel free to provide additional details either here in this complaint thread or privately via my email at jakub.m@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Kubo

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.

Dear vladson198896,

Unfortunately, the casino has not responded within the given timeframe. We interpret this as their refusal to accept our perspective and their decision to enforce the VPN rule solely on the basis of its use, without providing further clarification regarding any additional breaches.

As a result, our position remains unchanged, and we must close this complaint as unresolved.

I understand this is not a satisfactory outcome. However, please note that unresolved complaints negatively affect 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 reopen the complaint and notify you by email.

I am truly sorry we could not assist you more favorably on this occasion.

Best Regards,

Kubo