Betpanda Casino - Pelaajan nostopyyntö viivästyy.

On November 27, 2024, at 3:45 PM (Italian time), I registered on the site betpanda.io.

I made a deposit of 1,000 USDT in crypto on the Polygon network and started betting on sports as I usually do. I won quite a bit, reaching a total of $3,671.83. I made a withdrawal (I think it was around 500-800 USDT, again in crypto via the Polygon network), and that’s when the issues began.

At 12:21 AM (Italian time) on November 28, I received the email I’ve attached in the screenshots. Twenty-six minutes later, I replied, attaching all the necessary documents. However, I haven’t received any further response (like many others, as seen on Trustpilot).

I’ve contacted their chat support several times, and they kept telling me, "The team is reviewing your case, and you’ll receive a response as soon as possible" and "We don’t have an average response time".

I was blocked and banned on Telegram in their group full of bots praising the casino because I wrote, "I’m not receiving my withdrawals, can I contact someone here?"

It’s a disaster.

Hello bettingfede,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betpanda Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Nick,

Thank you for your response.

1) My account has not been fully verified. Their promotion claims to offer a "KYC-free casino," which is not true—they request KYC verification from everyone at the first withdrawal. My account remains unverified because, after submitting all the required documents, they simply stopped responding to me.

2) I did not use any bonuses. I have never played slots and only used real money for betting exclusively on matches from well-known leagues.

3) The last time I spoke with them was yesterday via chat. As usual, I received the same brief responses: "We’re working on it," "We’ve followed up with the team," and so on—nothing new, as you probably know better than I do.

Thank you for your attention, and I wish you a Happy New Year as well!

Best regards,

bettingfede

Update on January 9, 2025, at 12:41 PM (Italian time)

Hello everyone,

I finally received a response to my email regarding the KYC from November 28, but it’s not the one I was hoping for.

The response I received is as follows:

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"Hello,

Thank you for sending your documents.

Your betting behavior has been flagged as suspicious by our Sportsbook provider. After further investigation of your account and betting activities with our Sportsbook provider, it was determined that you have breached our Terms and Conditions.

For this reason, your account registered to this email address will be permanently closed. All funds and pending bonuses have been forfeited.

We understand this is not the outcome you were hoping for, but our decision on the matter is final and we will not engage in further correspondence regarding this subject.

Best regards,

Betpanda Security Team"

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Ironically, at least they responded, but now I’m unsure how to reply.

I’ve never been in such a surreal situation. It’s obvious this is an automatic response (by the way, I’ve never had bonuses).

Regarding my behavior, which they’ve labeled "suspicious," I can confidently say I haven’t done anything out of the ordinary. Unfortunately, I didn’t keep track of the bets I placed, but if I recall correctly, I made about 5 bets, all on major leagues. I don’t see what could have been violated here.

I’d like to ask you:

• Is what they’re doing legal? Can they really confiscate my winnings?
• Can they confiscate my deposited funds as well?

Any advice on how to respond or handle this situation would be greatly appreciated, as I really don’t know how to proceed.

Thank you so much!

edit:

I responded like this, I hope it's okay:

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"Dear Betpanda Team,

Thank you for your response.

I would like to clarify that I placed approximately five bets (I don’t remember the exact number), all on major football leagues, never on lower divisions or obscure events. Could you please explain exactly which terms I supposedly violated? I’ve played on other sites without ever receiving such accusations—at most, they limited sports betting due to winnings, but never closed accounts.

I am deeply disappointed with the decision to close my account. I do not believe I have violated any terms and, therefore, I request a full refund of my balance. The amount involved is very significant to me, and this situation has already made my holiday period extremely difficult.

I hope you will reconsider this decision and respond to this request in a clear and timely manner.

Thanks

Best regards,"

Hello bettingfede,

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards,

Nick