Pandido Casino - Player's withdrawal is delayed.

Hello, I won 1500 euros at this casino and I've been waiting since February 14th, it's now March 6th, it's been more than 20 days. I contacted them and they told me I've been a priority for a week!

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Dear mimi260713,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hello, I've never had a withdrawal from this casino. There's no verification required, and yes, I played with an active bonus and met the wagering requirements. After that, with these casinos like Pandido, Spinanga, Novajackpot, Betalice, etc., it's always the same problem: they take between 15 days and a month to pay out.

Could you please send me a link or a screenshot of the bonus you activated and played with?

What types of games did you play while the bonus was active?

Also, kindly forward me the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation.

Hello, I don't have a screenshot, but it was a 100% bonus with a 35x wagering requirement. I played live casino games and slots. I contacted them several times, and they told me I was a priority or that they would personally handle it. Most recently, they told me I would receive an email for document validation, which I never received.

Dear mimi260713

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, Hadi (hadi.a@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,

Veronika

Dear mimi260713,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Pandido Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Pandido Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello Hadi, I'm writing to let you know that I still haven't received anything. They keep telling me I'm a priority case, and have been for a month now... Thank you, have a good day.

Just today I received an email saying that one of my withdrawals has been cancelled

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.

Dear Player,

Thank you for contacting us.

Please be advised that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Pandido Casino Team

Dear Pandido Casino,

Thank you for your update. We appreciate your communication and look forward to your next update.

Thank you for your message. It's been almost two months that I've been waiting. I hope everything goes well.

Hello, I'm writing to let you know that I haven't heard anything from the casino.

Dear mimi260713,

I would like to inform you that I have received a response from the casino outside of the complaint thread, and I will share their message below for transparency.

Dear Player,

Please accept our sincere apologies for the delay. We would like to inform you that your case is still currently under review by our relevant department.

Rest assured, we are keeping a close eye on the situation, and we will notify you promptly as soon as we have an update to share.

Thank you for your continued patience.

Kind regards,

Pandido Casino Team

Hello, just to let you know that I still haven't received anything.

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.

Dear mimi260713,

The casino has been in contact with us via email and has indicated that your account verification still needs to be completed before your withdrawal can be processed. Could you please log into your account and check the verification page for any pending document requests?

I have absolutely nothing on my verified profile and I haven't received anything by email, as shown in the screenshot.

Hello, just to let you know that I have received and sent all my documents.

Dear Pandido Casino,

The player has now submitted their verification documents. Could you please confirm receipt and let us know when the review is expected to be completed so the withdrawal can be processed?

Best regards,

Hadi

Dear mimi260713,

I would like to inform you that I have received a response from the casino outside of the complaint thread, and I will share their message below for transparency.

Dear Player,

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

Kind regards,

Pandido Casino Team

They're asking for the front and back of my bank card, which is quite damaged. I'm sending them a cardholder's certificate. They're also asking for the transactions from January 15th to February 15th, so I'm sending them my previous and February bank statements. This is the second time they've refused.

Dear mimi260713,

I would like to inform you that I have received a response from the casino outside of the complaint thread, and I will share their message below for transparency.

Dear Player,

 

Following a review of your documents, we require further clarification regarding the Credit Card ending in 3629.

 

To proceed, please provide the following:

 

Proof of Ownership: An official document from your bank confirming that you are the holder of card *3629. This must be provided in its original PDF format as issued by your bank.

Transaction History: A statement for the same card covering the period from January 15, 2026, to February 15, 2026

 

Please ensure the document is unedited and shows all relevant transaction details.

 

Kind regards,

Pandido Casino Team

That's exactly what I sent them: an original document proving I am the cardholder (the card number ends in 3629) from my bank, in PDF format, and all my bank statements from January 1st to February 29th. It's surprising, because I sent the exact same documents to Caspero Casino and another one, and they accepted them immediately.

Dear mimi260713,

I would like to inform you that I have received a response from the casino outside of the complaint thread, and I will share their message below for transparency.

Dear Player,

 

Thank you for providing the requested documents.

 

We have forwarded them to the relevant department for review. As soon as we have an update, we will notify you immediately.

 

Thank you for your patience.

Kind regrads,

Pandido Casino Team

Hello, I'm writing to let you know that I've received most of the withdrawals; I only have one left.

Dear mimi260713,

I would like to inform you that I have received a response from the casino outside of the complaint thread, and I will share their message below for transparency

Dear Player,

 

We are writing to provide an update on the status of your withdrawal requests.

 

Those submitted on 8 May were successfully scheduled for processing on 13 May.

 

Please note that depending on your bank's processing times, it may take between three and five working days for the funds to appear in your account. This timeframe is counted from the processing date, 13 May.

 

Thank you for your patience throughout this process.

Kind regards,

Pandido Casino Team 

Dear mimi260713,

I would like to inform you that I have received a response from the casino outside of the complaint thread, and I will share their message below for transparency

Dear All,

 

We are writing to provide an update on the status of your withdrawal requests.

 

Please be advised that all pending payments have now been successfully completed on our end. As there is no remaining balance left in account for processing, we now consider this matter fully resolved.

 

Thank you for your patience and cooperation throughout this process.

Kind regards,

Pandido Casino Team 

Dear mimi260713,

I would like to confirm whether you have received the entire disputed amount?

Hello, I confirm that I have received everything.

Dear mimi260713,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team