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Hello,

I would like to file a complaint regarding a pending refund for a rejected withdrawal.

On Sunday, 23 November 2025, I requested a withdrawal via Ethereum worth 1989 Euros to my Bitpanda wallet. The withdrawal was rejected due to regulatory measures and, according to support, the funds were sent back to the payment team / originating wallet.

I was assured that once the funds were returned, the amount would be immediately credited back to my player account. Unfortunately, this has not happened, and I still have not received the refund.

I have contacted the support team multiple times over the past 11 days, and each time I was only told to "remain patient." This is no longer understandable for me, especially since the casino confirmed that refunds should be processed instantly after a return.

Therefore, I am turning to AskGamblers for assistance in resolving this issue.

If a transaction hash or any other form of evidence is required, I am of course ready to provide it. I just did not want to publish such sensitive information publicly unless necessary.

Thank you in advance for your help.

Kind regards,

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Dear Stalemate,

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.

• Have you made any successful withdrawals before?
• Did the casino inform you that the transaction was rejected due to regulatory measures?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can 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.

Best regards,

Kristina

Hello,

Regarding your questions.

No, I haven't actually made a withdrawal from this casino yet.

My wallet provider Bitpanda told me the reason for the rejection and return of the coins.

I'd be happy to send you a chat history.

Hallo,

zu Ihren Fragen.

Nein, tatsächlich habe ich noch keine Auszahlung in diesem Casino vorgenommen.

Mein Walletprovider Bitpanda hat mir den Grund für die Ablehnunung und Rücksendung der Coins genannt.

Gerne sende ich Ihnen einen Chatverlauf weiter.

Thank you very much for your reply. Could you please also forward me the confirmation from the wallet provider that the transaction has been returned? Thank you in advance.

Dear Stalemate,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru