Pandido Casino - Player's account has been closed and withdrawals are cancelled.

Salve, dopo aver conseguito diverse vincite alle slot sul casino Pandido la scorsa settimana, oggi mi sono stati annullati i prelievi richiesti piu di 5 giorni fa e mi è stato addirittura sospeso il conto.

Ho provato a contattarli via email ma per ora non ho ricevuto risposta.

Spero possiate aiutarmi a far ragionare questo casino e che possiate convincerli almeno a restituirmi il saldo, anche perché è considerato "sicuro" da Casino Guru, quindi mi aspetto che il team possa aiutarmi a risolvere.

Grazie

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.

Dear nan74,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawals being cancelled and your account being suspended without explanation.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Were your winnings accumulated purely from real money, or was any bonus used at any stage?
• Did the casino request any identity verification (KYC) documents from you before or after the withdrawal requests? If yes, did you submit them?
• Have you received any message from the casino explaining the reason for the account suspension (even a general one such as "security reasons" or "terms violation")?
• Have you ever made any successful withdrawals from this casino in the past?

If you have any communication with the casino (emails, chat transcripts, or screenshots of your withdrawal requests, balance, or account status), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Ciao Petronela,

• le mie vincite sono state accumulate senza bonus
• il casino non mi ha chiesto nessun documento
• il casino pensa che io abbia violato i loro termini e condizioni, senza andare nello specifico. Io penso di non aver fatto nulla di male, ho solo giocato alle slot hacksaw e playngo
• no, non ho mai effettuato prelievi prima d'ora

Dear nan74,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear nan74,

I sincerely regret to learn that your account has been blocked. Please rest assured that I will reach out to the casino to expedite the resolution of this issue. In the meantime, I would like to invite a representative from Pandido Casino to join this conversation and assist us in addressing your complaint.

Dear Pandido Casino,

Could you kindly explain the reasons for the player's account being blocked? Additionally, we would appreciate any evidence you could provide regarding this matter. You may respond here or send the relevant information to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation.

Kind regards,

Jana

Hello everyone!

Dear nan74,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Therefore, your account has been closed and funds have been voided.

Kind Regards,

Pandido Team

Gentile Casino Pandido,

ho preso visione della vostra comunicazione relativa alla chiusura del mio conto e alla confisca dei fondi.

Contesto formalmente la vostra decisione, in quanto ritengo di aver rispettato integralmente i Termini e Condizioni del sito. In particolare:

• non ho utilizzato il conto per scopi commerciali o per conto di terzi;
• non ho intrapreso alcuna attività fraudolenta né utilizzato metodi di pagamento non autorizzati;
• non ho collaborato o condiviso informazioni con altri utenti;
• ho utilizzato i bonus nel pieno rispetto delle condizioni previste, completando regolarmente i requisiti di wagering prima che i fondi venissero convertiti in saldo reale.

Alla luce di quanto sopra, vi chiedo cortesemente di fornire:

• una spiegazione dettagliata e specifica della presunta violazione contestata;
• le prove concrete su cui si basa la vostra decisione (log di gioco, transazioni, eventuali anomalie rilevate);
• l’indicazione precisa della clausola dei Termini e Condizioni che ritenete sia stata violata.

In assenza di tali informazioni, ritengo la confisca dei fondi ingiustificata e mi vedrò costretta ad inoltrare il caso all’autorità regolatoria competente e ad altri organismi di risoluzione delle controversie.

Resto in attesa di un vostro riscontro e di una revisione del caso.

Cordiali saluti

Dear nan74,

Thank you for your patience.

We would like to inform you that we are currently finalizing the requirements for your account verification. Once this is completed, you will be able to receive your remaining balance.

Please wait for a follow-up email from us, which we will send very soon. This email will contain a specific list of the documents required to complete your verification and process your funds.

Thank you for your cooperation.

Best regards,

Pandido Team

Va bene, appena ricevo la vostra email vi invierò tutti i documenti necessari.

Rimango in attesa di aggiornamenti.

E' passata una settimana ma non ho ancora ricevuto nessuna email da parte del casino Pandido.

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.

Ho finalmente ricevuto l'email di richiesta documenti da parte del casino.

Ho inviato tutti i documenti richiesti e adesso attendo la verifica e il pagamento del mio saldo residuo.

Fornisco anche i dati per il pagamento dei miei fondi residui di seguito:

Metodo di pagamento: Criptovalute

Criptovaluta: ETH

Rete: ERC20

Indirizzo del wallet: 0xC52586Ab304fb425FBDF7b02E13326fe67f2F41a

Attendo novità dal casino.

Grazie

Dear nan74,

I hope this message finds you well. I wanted to follow up and inquire if you have received the remaining balance from the casino. Please let us know at your earliest convenience, and we will proceed to mark your complaint as resolved.

Thank you for your continued support.

No, non ho ancora ricevuto il mio saldo, sto ancora aspettando il pagamento da parte del casino.