The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. After communication with the casino, it was confirmed that the first payment of €2000 had been received, followed by a second payment of €2000. The player marked the complaint as resolved after receiving the payments. We acknowledged the resolution and appreciated the player's cooperation throughout the process.
Panda.Bet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €5,000
Panda.Bet Casino
Safety Index:Very lowCase summary
Discussion
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7 months ago
Translation
Dear Casino Guru Team,
I registered with Panda Bet on August 26, 2025, deposited €500, and with a bit of luck, I managed to win up to €5,000.
Verification took place within a few minutes and, according to the casino, the money was paid out that same evening shortly before midnight.
The money hasn't arrived yet, which is very strange. Payments within the EU usually take no longer than 12 hours. But now I've been waiting for the money for a day and a half.
The casino usually only responds after 30 minutes via chat and doesn't provide me with detailed answers. They also don't respond to my inquiries via email or ticket system.
The casino won't send me any proof that the money was actually paid out. Or that they made a mistake when transferring the account details.
Can you please help me?
Automatic translation:
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7 months ago
Dear player,
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 the 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,
Complaints Resolution Center
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7 months ago
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, 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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7 months ago
TranslationHello,
As soon as the money has been received, I will get back to you; otherwise the complaint will remain open.
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7 months ago
TranslationHello,
I received confirmation by email yesterday on August 28, 2025 at around 10:15 a.m. that I would receive the first payment within the next 24 hours.
The 24 hours are up, and I still haven't received any money. Support isn't responding to my emails either.
Three payments were made and
Casino approved on August 26, 2025:
2000€
2000€
1000€
None of these payments have arrived yet.
The casino still hasn't provided me with any proof that the money has been sent.
Edited
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7 months ago
TranslationThe first payment sent today has just arrived.
Payment 2 of €2000 and payment 3 of €1000 are still outstanding.
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7 months ago
TranslationFinal payment has been received. Case can be closed.
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
