Pandido Casino - Withdrawal of player's winnings has been delayed.

Hi, I won €3000 from this casino, withdrawals went smoothly until the last €500 withdrawal I made was cancelled due to "your account needs to be verified". It makes no sense that my account should only be verified after I had already withdrawn €2500 and then when I made the last €500 withdrawal the casino supposedly needs some "confirmations from my gaming account" before I can make the €500 withdrawal request.

The problem is also that the casino said it would take them a few days to send me a couple of tedious confirmation requests and that time limit makes no sense.. 😀😀😀

Could you help me somehow?

Below are the messages we went through in customer service, I also have them as pictures if needed.

Chat started

Konsta has joined the chat

CONSTANCE

Hello! Thank you very much for contacting our customer service, my name is Konsta and I will help you today.

I

You were supposed to send an email about why I was able to withdraw €2,500 but not the remaining €500, the €500 was just cancelled and no reason was given, I waited for an email for 10 hours and I still haven't received a response, should I contact the licensee or can someone clarify this?

CONSTANCE

I'm sorry to hear about your negative experience with us. Let me check how I can help you. Thanks for waiting Miika. I see that the matter is pending with the relevant team. You will likely be asked to verify your account in the near future and once we have successfully verified your account and identity, you will be able to make withdrawal requests again. Is there anything else I can do for you?

I

far away this "in the near future" means why do you let me transfer funds to my account for €2500 but then for €500 you need my personal information

CONSTANCE

Just a moment and I'll check the time estimate for you.

CONSTANCE

Thank you for waiting, Miika. I would estimate that it may take about ten business days for the request to arrive. I apologize for the additional inconvenience/annoyingness, but our department's requests are a bit congested. I'm happy to help in any way I can. Is there anything else you'd like me to check while I'm still here with you?

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Dear miikaplayer23,

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

Dear miikaplayer23,

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.

I submitted the documents to them for verification 9 days ago and they still haven't approved them and in customer service they just say wait

It has been 11 days now and the documents have not been approved.

Dear miikaplayer23, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru or post screenshots here.

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.

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear miikaplayer23,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla