Panda.Bet Casino - Player’s withdrawal is delayed and no response from casino.

Hello. I don’t have high hopes for this but maybe they grow a conscience or something.

On September 26 (friday) i deposited 3 times for the 3 welcome bonuses. On the 3rd bonus, I finished the wager at around 300 eur. Kept playing, then hit a 3000x on 1 eur bet. Stopped playing at 3000 eur, sent in verification documents and requested a cashout.

haven’t heard from the casino since. Livechat is non existent, they don’t reply in email.

that’s just my luck i guess, after a long run of not hitting anything anywhere, the one time I’d win something back, casino rating goes down from 8->3 overnight couple days after the win, casino stops responding to people.

but anyway.. let’s hope something happens.

thanks for the help in advance.

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.

Dear Balintm2,

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 fully understand the situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

When was the last time the casino communicated with you regarding the verification or withdrawal request?

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

-i have not made withdrawals. I deposited 3 times and won on the 3rd time. After that I requested the cashout along with sending in KYC. The casino didn’t check the documents, it still says ‘verification pending’ on all of them in the casino profile. I emailed them right after, and then a week later, i didn’t get a response.

now i’m seeing they sent some promo emails… this is from yesterday. So they didn’t completely disappear i guess

Thank you for your responses. Please forward me the documents you sent to the casino for verification, along with all the communication between you and the casino customer support regarding the verification of your account. My email address is veronika.f@casino.guru. I appreciate your cooperation.

Hey, i sent it to you 5 days ago. Replying here so the timer doesn’t go down.

Thank you very much, Balintm2, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thanks. Don’t have much faith in it but would be amazing.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello there,

Thank you Balintm2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Panda.Bet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

This is it? I mean.. we’re just waiting for them to respond here? Is there no other way to contact them? Or go through licensing authorities or something? There’s no chance they’re gonna respond here..

Dear Balintm2,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter