Pandido Casino - Player's account remains open despite self-exclusion request.

Hello,

I have received a vip invitation to play at this casino and i managed to do withdrawals and everything without verification.

Recently after winning often, i developed a gambling addiction again and i wrote to the vip support to ask closure and self exclusion because of gambling addiction. I put it as title in the email and i clearly mentioned it in the mail like you advised me to.

My account was not closed until today. I even wrote twice to my vip manager after that mail to close my account, that it was still open but i received no replies.

Last night i connected and deposited again and lost 235 CHF.

Since they didn't respect my request, i ask this amount back. They refused to refund me saying they never received emails. They seem to have a lack of communication inside their casino because every time i receive a new reply which doesn't follow the previous one.

Thank you.

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Dear mrmileena,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@pandido.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to me? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello dear,

thank you for accepting my complaint.

The email has been sent to you.

Thank you very much for your reply. Could you please advise whether you sent any self-exclusion requests to support@pandido.com as suggested by their responsible gambling policy?

Additionally, one of the screenshots that you sent me indicated that your account was closed. If so, when exactly was your account closed?

Hello,

I wrote to the support team, the one who contacted me for a vip invitation.

I received a reply to write to support.

So i wrote to my manager, since i have a manager, i was communicating with him always.

The self exclusion request was sent on 8th of November, the messages to my manager on 10th and 11th. My account was closed on 13th after i contacted their support, since my manager wasn't replying.

If a player requets a self exclusion mentioning gambling addiction, the mail should be transfered and account closed. They cannot say they didn't receive anything since they replied in the first place.

The vip team is also a support and i have always communicated with them. They also contacted me with this email for example to answer some questions to make their casino better.

What is the point of having a manager then?

Hi mrmileena,

Thank you for providing the requested information. After reviewing your case in detail, I would like to clarify the requirements for a valid self-exclusion request and how the events unfolded in your situation.

For a self-exclusion to be considered valid and actionable, it is essential that:

• The request is sent to the official contact email specified in the casino’s General Terms and Responsible Gambling Policy.
• If no response is received, the player follows up through other available communication channels.
• The reason for the request is clearly stated as a gambling problem or addiction.

On Saturday, November 8, you contacted the casino and were instructed to send your request to their support email. However, your message was instead sent to a VIP email address, which is not the appropriate channel for self-exclusion requests. VIP managers typically do not have the authority to activate self-exclusions, which is why casinos designate specific contacts for such matters. While it would have been ideal for the VIP manager to redirect your request, the message was sent over the weekend, when immediate responses cannot be guaranteed.

On November 10, you contacted the casino again, but this time your request was to close your account due to dissatisfaction with winnings from free bonuses, rather than due to a gambling-related concern. Following additional communication, your account was closed on November 13.

Taking all of this into consideration, we must note that the self-exclusion request was not sent to the appropriate contact, and the later request was submitted for a different reason than a gambling problem. Additionally, the account was closed within a reasonable timeframe after your request. For these reasons, your request does not meet the criteria required for us to consider the self-exclusion valid, and unfortunately, we are unable to assist you further in this case.

For the future, I strongly recommend that you always follow the instructions outlined in the casino’s Responsible Gambling Policy. Be sure to send your self-exclusion request to the correct email address and explicitly state a gambling problem as the reason. Perhaps you could try contacting the licensing authority for further assistance, as they have more tools and options to investigate issues like this.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.