Pandido Casino - Player’s account is closed for review.

Hallo,

Ich habe bei Pandido eingezahlt, gespielt und Gewonnen nun versuch e ich mein Geld auszuzahlen doch das Casino hat mein Konto zur Prüfung gesperrt und Antortet nicht auf meine Emails, der Live Chat ist nicht erreichbar da ich nicht in mein konto komme!

Ich kann mich notfalls verifizieren jedoch wird nichts verlangt.

ich bitte um Hilfe!!! es geht um 10000.-

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pandido Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication addressed to the casino regarding the issue? If the casino responded, forward its reply as well. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

1. Ich habe circa 2 Tage dort gespielt, gespeert wurde das Konto am 03.03-2026
2. Spielautomaten (Slots)
3. Kontostand wurde mit EinzahlungsBonus erzielt
4. Ich habe bereits eine Email an das Casino geschrieben und bekomme keine Antwort, live chat funktioniert nicht

?

Dear Sead123,

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.

Kind regards,

Tomas

Dear Sead123,

I sincerely empathize with you regarding the recent issue with your account being blocked. Please rest assured that I will reach out to the casino promptly in an effort to resolve this matter as quickly as possible.

Additionally, I would like to extend an invitation to a representative from Pandido Casino to join this discussion, as their involvement may assist in addressing this complaint more effectively.

Dear Pandido Casino,

could you kindly clarify the reasons behind the blocking of the player's account? Furthermore, we would appreciate any evidence you can provide to support this matter. You may include your statement and any relevant documentation here or send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in providing this information.

Kind regards,

Jana

Wie oft muss ich noch erwähnen das mir kein Grund für die Sperrung angeben wird...

mir wurde dies bezüglich nichts mittgeteilt!

Ich kann mich nicht mehr einloggen und auch nicht mein Passwort ändern, ich habe keine gesonderte email bekommen wo drin steht was der Grund für die Sperrung sein sollte.

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.

wow.. große hilfe

Dear Sead123,

I hope this message finds you well. I would like to inform you that the representative from Pandido Casino is currently experiencing technical difficulties in posting updates in this thread. Please rest assured that I am in regular contact with them via email. I will ensure that you are kept informed as soon as I receive more information regarding your complaint, which has been escalated to the appropriate department.

okay ich werde warten.

Dear Sead123, I´m resending a message from the Casino.

Dear Sead123,

Thank you for your patience while we reviewed your case.

We would like to inform you that we are ready to proceed with the review of your account. To complete this process and reopen your account, our KYC team requires the following documents for verification:

-Valid ID: A clear photo of your government-issued ID (Front and Back).

-Standard Selfie: A clear photo of your face.

-Selfie with ID (AOS): A high-quality photo of you holding your ID card next to your face. Please ensure all details on the ID are legible and in the background to be seen the first page of our casino site.

-Bank Statement (Apple Pay): An original PDF file of your bank statement showing all Apple Pay deposits made between February 10, 2026, and March 10, 2026.

Please note: For the bank statement, we cannot accept screenshots; it must be the original PDF downloaded from your banking portal.

Once these documents are received and successfully verified, we will proceed with the immediate reopening of your account.

Best regards,

Pandido Team 

Ich werde mich nun umgehend darum kümmern!

Wo soll ich das einreichen? hier?

Dear Sead123,

I understand that there may be a verification process with the casino website, where you can submit all the necessary documents. Please do not hesitate to reach out if you have any questions or need further assistance.

Ja aber ich kann mich nicht auf meinem Konto anmelden.. ich weiß nicht wie ich dem Casino die erforderlichen Daten zukommen lassen soll.

Ich habe bereits alles Fotografiert und Heruntergeladen für den Verifizierungs Prozess

Dear Sead123,

In that case, you may submit the necessary documentation here. This will allow the casino to review and verify it.

hier meine Bilder, wie kann ich hier eine PDF datei hinzufügen?

Dear Sead123,

I hope this message finds you well. Would you be so kind as to send the requested documents, selfies, and the PDF format of your bank statement to jana.k@casino.guru? I greatly appreciate your ongoing assistance. Thank you!

sollte nun bei ihnen sein

ich nehme an das Casino antwortet ihnen auch nicht

Dear Sead123,

I sincerely appreciate your patience as I continue to communicate with the casino via email. Rest assured, I will keep you updated as soon as I receive any information. Thank you for your ongoing support.

okay viel dank für die rückmeldung!

Dear Sead123,

Thank you for providing your documents. Our KYC team has reviewed your submission, but we require a few adjustments to finalize your verification:

-Document Format: Please re-upload your ID (both sides) and your Selfie with ID with the site. These must be sent in JPEG or PNG format. Please ensure the images are clear and all text is legible.

-Proof of Ownership: The transaction history provided does not currently show the account holder's name. Please provide a statement or document that clearly links your name to the payment account used.

-Moreover, we need to verify the €25 deposit made via Apple Pay. Please provide a screenshot or PDF from your banking app or Apple Wallet that clearly shows this specific transaction, along with your name or account details to prove ownership.

Once you provide these in the correct format, we will be able to complete the review of your account immediately.

Best regards,

Pandido Team 

Dear Sead123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru