Betpanda Casino - Pelaajan tili pysyy auki sulkemispyynnöstä huolimatta.

Hello,

I'm asking for your help regarding a serious breach of responsible gaming by Betpanda.io.

On 05/01/2025, I contacted them by e-mail to request a definitive closure of my account for severe addiction. 40 minutes later, I received a reply from them telling me that the account had indeed been blocked. But a few hours later, I realized that I could still connect and that the account had not been blocked. Caught by a gambling impulse, this resulted in a further loss of several hundred euros. I contacted the livechat to explain the situation, and this time they blocked the account, apologizing, and asking me to contact them by email to settle the matter. I did so, asking for a refund of the deposits made after the account closure request. They apologized but refused the refund, stating that any deposit played was non-refundable. It's a disgrace... I sincerely hope you can help me, and I remain at your disposal for any further information.

Sincerely

Dear Rmx314,

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 I can understand the whole situation completely. 

• Do I understand correctly that the account was closed the same day you informed the casino about your gambling problem?
• Could you please confirm you are still unable to access this account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

thank you for your reply. I received an email confirming that the account had been closed a few minutes after my request. But the next day, when I went to check this, I saw that the account had not been closed, which resulted in an additional loss. Customer service told me it was a mistake on their part, apologizing, but refusing to refund.

The account is now closed.

Thank you very much, Rmx314, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Rmx314,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betpanda Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello Michal,

Certainly, after looking into the matter, we can certainly paint a relatively clear picture of what happened.

The user indeed requested an account closure, which was actioned but an unforeseen technical error caused the account to be left open. This was rectified as soon as we noticed it.

As this was an error not cause by the player, we of course did investigate the case internally and it was revealed that the user had opened multiple accounts with us, something which is a clear and obvious breach of our Terms and Conditions:

5. ANTI-FRAUD POLICY

Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts. If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders. 

Please also refer to section 16 of our T&Cs:

16. TERMINATION

Multiple accounts per household, IP/Subnet or users deemed to be the same person made in order to trick or game Betpanda.io's system in any way are not allowed and will be discarded without warning. If a user is confirmed having multiple accounts, he/she does not have the right to any refunds of deposits and/or bets.

Hence, while the possibility was thoroughly investigated, a refund cannot be issued for aforementioned reasons.

We do of course acknowledge that this was our mistake, and should there not have been the breaches of the Terms of our service, a refund would certainly have been an option. We have also taken further internal measures to ensure that this wouldn't happen in the future.

Michal, we have emailed you some screenshots as a proof.

Do let us know if you need anything further.

Hello,

I would like to reply again, seeing that a representative of the casino has come to answer the complaint.

I must confess that I find the process and the response dishonest. I've been going through hell because of this casino for months. I had already filed a complaint here a few months ago concerning this casino, explaining that their lack of KYC verification made it impossible to set up a self-exclusion for addiction, and allowed players to create several accounts infinitely without anything stopping them. The complaint was rejected, as the casino could not verify this at the time of my first complaint, and their terms and conditions did not mention the ban on multiple accounts. I would also like to point out that no welcome bonus was ever accepted, ever.

They have never closed an account on their own, allowing deposits and withdrawals.

When I spoke to them about this, their only reply was: "Please refrain from playing on our site".

I also have an e-mail from them telling me that my IP address had been blocked and that I could no longer access their site, which clearly shows that they had the means to put an end to all this, but nothing was done. I should point out that I don't access the site with a VPN.

I had to make these clarifications, they seemed important to me. If you need any further information, I'm at your disposal.

Sincerely

Dear Betpanda Casino,

Thank you for your explanation. However, I must emphasize that casinos should not apply rules regarding multiple accounts in cases involving players with gambling problems. The player's previous complaint, as mentioned in one of their earlier replies, was rejected due to the significant challenges in enforcing self-exclusion in anonymous or semi-anonymous casinos with quick registration processes.

From the information provided in both cases, it is evident that the creation of multiple accounts by the player stems from:

• Their ongoing gambling problem, and
• The casino’s inability to effectively prevent such players from creating multiple accounts.

Additionally, since you acknowledged that the player was able to access and use an account that should have been closed due to a technical error on your part (rather than the creation of a new account by the player), it would only be fair to refund the funds lost as a result of this error. Can you do that, so the complaint can be closed as resolved?

Hello,

Thank you for weighing in Michal.

Since this was not an error caused by human error for example, but rather a technical one which we couldn't foresee and it wouldn't be reasonable to assume that we could have prevented it from happening.

A refund could be considered if this was the only factor we would have to consider, but as the player in question has deliberately gone out of their way to breach our Terms & Conditions despite particularly being asked to not to, we cannot grant a refund under these circumstances.

We would also like to point out that players who join casinos that do not enforce KYC do so generally for a reason, the usual one being the degree of anonymity it offers. This means that they are also aware of the fact that in situations such as this once, there is a limited amount of options for the casino to prevent them from bypassing any measures that are in place to prevent them from creating new accounts.

The user also mentioned they do not use a VPN, but after checking the logs, the IP they logged in from changed constantly.

Hence, as we have strong indications to believe that the user is doing this knowingly, we stand by the decision to not grant a refund under these specific circumstances.

We understand that this might not the be decision they are looking for and we do apologise any inconvenience which this may cause.

We also urge the player to contact the nearest harm reduction professionals in their region to get assistance with the issues they have with gambling, as they are best equipped to provide professional help, and hopefully the user is able to gain control over their problematic gambling behaviour.

Hello,

I'm sorry, but faced with this reply from BetPanda casino, I'm obliged to clarify certain things once again, because so much dishonesty makes my head spin... I'll simply answer point by point.

First of all, whether it's a human error or a technical error, the error comes from you, and the conclusion is the same. In no way is what you say an argument, you have to be serious...

Then you say that I deliberately violated your terms and conditions, even though you told me not to. It's simply a case of hard-core addiction. If it were under my control, I wouldn't be here denouncing your practices, believe me. And once again, I haven't accepted any welcome bonuses, and at no time have these accounts enabled me to gain any advantage whatsoever.

As for VPNs, once again, I don't use them. I live in the countryside, in a place where there's little network, and my phone's location is unreliable. But if my location changes, it's at most a few tens of km apart, due to poor network coverage. Nothing to do with a VPN.. And anyway, your site allows VPN, so that's not even the point, but I wanted to clarify the situation on this point.

I've answered the points I wanted to clarify. I really find your practices dubious and dishonest. If you still refuse to reimburse me, I hope your reputation will be affected.

Sincerely

Hello Remy,

Thank you for your reply.

Should it be a human error, an error that is easily avoidable, the matter would be completely different. We of course do our utmost to minimise technical errors and it is very much regrettable that they do happen, but as per our terms and conditions, we cannot be held liable for these.

We also do recognise that you are battling addiction, and we wish that you receive all the necessary help for this as soon as possible, but this still does not mean that we can ignore the rules we have set for our services.

As per the VPN, we do understand and acknowledge that you may not use one, but this does not mean that your IP couldn't change even without using a VPN. We are certain that you see how this could be an issue under these circumstances.

All our practices and rules which you refer to are clearly outlined in our Terms and Conditions, making them very clear and transparent. Anyone can read these Terms before even creating an account with us, and we strongly recommend that any individual who is looking to join any casino, not just ours, familiarises themselves with the rules, prevailing regulations and other terms of the service before creating an account.

This is paramount to avoid any confusion regarding what is allowed, what isn't allowed, who is responsible for what and when, and should there be any confusion or a point that is unclear to them, contact the casino in question and confirm if they are comfortable with these terms. This is primarily so that you know your rights and responsibilities, protecting you as a player should problems, albeit unlikely, arise.

To reiterate, we wholeheartedly sympathise the difficult situation you are in, and wish that you receive the appropriate help for your situation as soon as possible.

We hope that this clarifies the situation further for you.

Dear Betpanda Casino,

After further investigation, more information came to light. The user had previously made a complaint with your casino:

https://casinoguru-int.com/en/betpanda-casino-player-self-exclusion-request-has

Would you be able to tell me what was the user's activity regarding multiple accounts from the date of this complaint, that is the 5th of August 2024? Did he create more accounts since then? If so, how many?

Hello Michal,

Since 5th of August the user has created three more accounts, the latest one of them on 12th of January when the other accounts were closed.

Do let us know if you need any further details from us.

Dear Betpanda Casino,

I have sent you an email.

Hello Michal,

We have replied to your email with the requested information.

Thank you, Betpanda Casino for the information.

Dear RMX 314,

I regret to inform you that, unfortunately, I am unable to assist you in this matter. While it has been established that the loss you incurred resulted from a technical error on the casino's part, there are additional factors in your case that must be taken into consideration.

Firstly, you previously submitted a complaint regarding Betpanda Casino, during which you were explicitly informed about the vulnerabilities of casinos that rely solely on email registration. In such cases, self-exclusion security measures are easily circumvented, and player protection is severely limited. Despite this warning, you proceeded to create multiple accounts at the same casino, disregarding the risks outlined to you.

Furthermore, our records indicate that between your previous complaint and the start of this one, you registered three additional accounts. Since initiating this complaint, you have created four more. This pattern of behavior demonstrates not only that our previous advice was ignored but also that you have deliberately taken advantage of the casino's weak security system.

Given these circumstances, I am unable to provide further assistance in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.