The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team intervened and contacted the casino regarding the player's account closure and pending winnings of €1,859. The casino responded, stating that the player had violated their policy by operating multiple accounts and engaging in collusion. Consequently, the player's complaint was rejected based on this justification.
Pandido Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Unjustified complaint
Amount: €1,859
Pandido Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
According to the casino's policies, withdrawals are processed within three business days. I requested a withdrawal of €500 on September 27, 2025. Since this is the daily limit, I wanted to withdraw the next €500 the next day, and so on. Since September 28, 2025, I've always received an error message when attempting to withdraw. After 1-2 days and an inquiry to the casino, I was asked to verify my account. This also took longer than stated, but it was successfully completed. Nevertheless, the strange error message persists. I've tried all of the support's suggestions (using Chrome, clearing the cache, using a different device, etc.), but nothing helps. It's not the verification issue either. The casino confirms that I will receive the money and that it's my right, but this "unexpected error message" with every withdrawal attempt, which isn't resolved, makes me suspect this is a cheap ploy by the casino to get players to lose their money.
Dear Casino Guru Team, I need your support so that Pandido Casino can allow me to request my withdrawals (a total of €1,359) and actually pay out these and the existing €500.
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4 months ago
Dear Sarahk94,
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 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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4 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 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.
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4 months ago
Translation
When I tried to contact the casino again yesterday, I was told a different story regarding the error message when withdrawing. As you can see from the previous documents, support confirmed that the error message had nothing to do with the verification. Yesterday, they said that their colleague had provided incorrect information and that was the cause. Over a week ago, almost two weeks ago in fact, I submitted all my documents for verification, and they were all confirmed. Nothing is missing, but support suddenly says the verification isn't complete. Yesterday, in the chat, they told me to wait 24 hours and try again, and then it would work, but I still can't request any more withdrawals, and the one pending from September 27th still hasn't been processed. I maintain that the casino intentionally and for no reason does not complete the verification process, so that the player loses their earned winnings. I will not do this, however, and I demand that my account be updated as verified and that I receive my total of €1,859.
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4 months ago
Dear Sarahk94,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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4 months ago
Translation
Hello,
I still haven't received the €500 that's been pending payout since September 27th. Furthermore, I still can't withdraw the remaining €1,359. As already explained, I was initially told that this wasn't due to account verification, but then suddenly it was. I uploaded all the documents almost two weeks ago, and they were all confirmed, so the account should be fully verified since everything was submitted correctly. I was told on October 8th that the status would be updated within 24 hours, which confirms that I submitted everything correctly and that I am entitled to the winnings so I can also withdraw the remaining winnings, but this hasn't happened yet.
The casino should finally confirm the account verification, since everything has been uploaded, and confirm my withdrawal, or then let me pay out the remaining money.
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4 months ago
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Hello dear Casino Guru team,
A few days ago (about 3-4 days ago) I already wrote a longer comment with details about the payout situation.
According to the ad, this is still "waiting for confirmation."
Could you please check whether the post has been received correctly or can still be approved?
Thank you for your support!
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4 months ago
Dear player, could you please confirm whether you have now received the €500 that has been pending since September 27th?
Also, have you been able to request the withdrawal of the remaining €1,359, or are you still encountering the same error message?
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4 months ago
Translation
Hello,
I still haven't received the €500 I've been waiting for since September 27, 2025.
Furthermore, I still can't withdraw the remaining €1,359; the casino's website now says withdrawals are blocked (see attached screenshot). 
As I said, my account is verified, and I've been able to withdraw funds there before without any problems. Please make sure I receive my money.
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4 months ago
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I just received an email stating that my €500 withdrawal was canceled and I can no longer register at Pandido Casino.
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4 months ago
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I had the following unpleasant email exchange with Pandido:
After being told several times that my documents were verified (at the time, withdrawals were supposed to be processed again after 24 hours) and that I would "definitely" receive my money, my account was now closed without any truthful explanation. Neither a third party transferred money to my casino account, nor did I violate any other guidelines. This is simply false and fraudulent. Please contact the casino; I want my €1,859, as I haven't violated a single rule.
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4 months ago
Dear player, do you know anyone else who also has an account at Pandido Casino?
Can you specify which bonus you used?
What types of games did you play — casino games or sports betting?
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4 months ago
Translation
Hello,
My partner also has an account at Pandido Casino, but we don't have the same address (and therefore different IP addresses) or a joint bank account. I've only deposited into my casino account, which I created myself, using my own bank account. However, my partner hasn't made a single deposit into the account he created, so this isn't a problem and doesn't violate Pandido's policies.
The bonus was from Pandido himself; it was presumably a 100% deposit bonus, but of course, that was several weeks ago. However, I correctly fulfilled the bonus terms and conditions, and as I said, I won €1,859 in real money.
I only played casino games.
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3 months ago
Dear player, is it possible that you and your partner might have logged into your casino accounts from the same device at some point — for example, using the same device?
Also, is there any chance that you might have ever transferred money between each other — for example, sending funds to each other’s bank accounts or e-wallets that were later used for deposits?
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3 months ago
Translation
Hello,
We certainly didn't log into different casino accounts using the same device. Each of us uses our own device to access our respective accounts.
Likewise, we have never transferred money between each other that was subsequently used for casino deposits. Of course, it occasionally happens in a relationship that you transfer money to each other, but not in connection with gambling or casino deposits. Such private transfers are completely normal and legally safe.
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3 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
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Okay, thank you very much. I hope I get my money soon.
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3 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 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.
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3 months ago
Hello there,
Thank you Sarahk94 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Pandido Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.
Thank you!
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3 months ago
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Okay, thank you very much. I also hope that the problem can be resolved as quickly as possible and to my satisfaction.
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3 months ago
Dear Peter,
Thank you for reaching out and for your message.
Kindly be informed that we have sent a detailed email regarding this case, explaining the situation and the reasons behind the account action.
Please feel free to check your inbox for our full response.
Kind regards,
Pandido Casino Team
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3 months ago
Thank you for the update Pandido Casino representative. I have responded to your email and I await your response!
Dear Sarahk94, I will keep you updated about any new developments. Thank you for your patience during this time!
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3 months ago
Translation
Hello Peter,
Thank you for the update. I hope the casino recognizes its unfair and unjust practices and that I finally receive my winnings. I look forward to your prompt reply.
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3 months ago
Dear Peter,
Thank you for your message. We have also replied to your email
Please check your inbox for the detailed information we have shared. We look forward to your further cooperation on this matter.
Kind regards,
Pandido Casino Team
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3 months ago
Thank you for the update Pandido Casino representative.
Dear Sarahk94, the casino has requested that you provide them with your bank transaction history for the period from 29/08 to 29/09. Please provide them with the requested documents at your earliest convenience so we can continue with the resolution of the complaint. Thank you in advance for your cooperation!
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3 months ago
Translation
Hello Peter,
I sent you the bank statements by email.
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3 months ago
Dear Peter,
Thank you for your follow-up.
We would like to clarify that we have already shared the relevant excerpts and supporting evidence from our internal review via email.
At this point, we are waiting for your feedback on whether there is anything else you would like us to provide or clarify.
Please let us know if you require any additional documentation or further details to proceed with the case.
Kind regards,
Pandido Casino Team
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3 months ago
Thank you for the clarification Pandido Casino representative.
Dear Sarahk94, the casino has provided me with evidence of collusion. It is an industry standard that each player may operate only one account under their own name and deposit only their own money. As your activity constitutes a clear violation of this policy, we consider the casino's actions to be justified. For that reason, your complaint will be rejected. Thank you for your understanding.
Kind regards,
Peter
