Betpanda Casino - A retirada do jogador foi adiada.

Hi, last night I withdrew 4490 USD on the ETH network, transaction number 202655904. After 1 hour, not seeing them arrive, I wrote to the chat and they told me they sent them with BSC. now since that wallet does not support bsc and since I withdrew with eth, send them back to me with eth or reverse them to the gaming account thanks

Dear Alano83,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betpanda Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share any evidence supporting your claims?
• Was this your first withdrawal from the casino using this payment method?
• Share screenshots here or submit any relevant evidence of communication with the casino to my email at tomas@casino.guru

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,

Tomas

Hello, I have already withdrawn several times without any problem. Unfortunately, the casino does not issue any receipt of the type of withdrawal made. In my opinion, yesterday the site had some kind of problem and made a mistake in sending the USDC. I also asked them for proof of withdrawal but to no avail. They say that since they have always sent with BSC, this time it was sent like this too

Salve allora ho prelevato già svariate volte senza alcun problema. Purtroppo il casino non rilascia nessuna ricevuta del tipo di prelievo effettuato. Secondo me ieri il sito ha avuto qualche tipo di problema ed ha sbagliato a mandare gli usdc. Ho chiesto anche a loro prova del prelievo ma nulla da fare. Loro dicono che avendo sempre mandato con bsc anche questa volta e stato mandato così

I add that checking the last withdrawal method it tells me usdc eth. So it is a clear problem of the site that sent the funds incorrectly (sending screen in email)

Aggiungo che controllando ultimo metodo di prelievo mi indica usdc eth. Quindi e un palese problema del sito che ha mandato in modo sbagliato i fondi ( invio screen in email)

Dear Alano83,

Thanks for the detailed explanation of the situation. I apologize or the delayed response.

I can see the disagreement on the underlying facts of the transaction request between you and the casino.

Could you please provide a more detailed context for the transaction from the screenshot?

Are you able to view the history of more previous withdrawals and post screenshots in the complaint thread for comparison as well if possible?

Ok here they are

Ok eccole

Could you please clarify whether it's possible for you to choose BSC from the menu on the screenshot I posted earlier?

What options are there possible to choose, from your point of view?

So the site is set with the last method with which the withdrawal was made (in my case it was eth) but you can choose the withdrawal method. I saw eth and I didn't touch anything

Allora il sito è impostato con ultima modalità con cui si e effettuato il prelievo (nel mio caso era eth) però si può scegliere la modalità di prelievo. Io vedendo eth non ho toccato nulla

I have to add something that I just discovered: in the bank statement the aforementioned withdrawal of 4490 dollars is not shown in the betting site's bank statement. yet I have the receipt in email for the withdrawal. I attach both

Thank you very much, Alano83, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Thank you for the service you provide

Vi ringrazio per il servizio che offrite

Hello Alano83,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and can you please confirm if you have chosen the ETH option manually or if this ETH option was automatically available to you in your accounts and you just inserted your crypto wallet? The casino support has mentioned multiple times that it was you who chose the BSC, so if this is proven, we would be most likely not able to help at all as it is indeed the player's responsibility to select the correct method and the wallet.

I will contact the casino to see if I can help.

We would like to invite Betpanda Casino to join the conversation.

Dear Betpanda Casino,

Can you please provide us any evidence confirming that it was the player who selected what appears to be an incorrect crypto network for the withdrawal? Has the player used only BCS for withdrawals before or were there other methods as well?

Hi yes I selected eth. I asked betpanda for proof but no one provided me with anything. I made hundreds of withdrawals in all ways and never made a mistake. It must be said that the incriminated withdrawal does not even appear in the betpanda statement. To demonstrate that there was some problem in processing the withdrawals and that the same was done manually and therefore on the wrong network (bsc)

Salve si io ho selezionato eth. Ho chiesto prove a betpanda ma nessuno mi ha fornito nulla. Ho fatto centinaia di prelievo in tutti i modi e mai sbagliato. C'è da dire che il prelievo incriminato non risulta nemmeno nel estratto conto di betpanda. A dimostrazione che c'è stato qualche problema nel elaborazione dei prelievi e che lo stesso e stato fatto in modo manuale e quindi su rete errata (bsc)

No response from the casino as I imagined they don't give a damn

Nessuna risposta dal casino come immaginavo se ne sbattono altamente

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 Alano83,  

I would like to provide you with a quick update. I have obtained some information from the casino team, and I have reached out to them with additional questions to clarify the situation. I anticipate receiving their responses shortly. I will keep you informed as soon as I have more details.

Ok I'm waiting. I would like to know what they replied since no one has answered me for days.

Ok rimango in attesa. Vorrei sapere che cosa hanno risposto visto che a me non risponde più nessuno da giorni

Honestly after almost 2 months, all the evidence provided I thought of another answer. Anyway thanks and I will go ahead through a lawyer hoping that the body that issued the license will move

Sinceramente dopo quasi 2 mesi, tutte le prove fornite pensavo ad altra risposta. Comunque grazie e andrò avanti tramite avvocato sperando che l ente che ha rilasciato licenza si muova

Dear Alano83,

I understand that the outcome of your complaint did not meet your expectations. However, given the circumstances outlined, there are no further actions we can take at this time. You are welcome to escalate your concerns to the casino's licensing authority or explore other avenues you deem appropriate. If you happen to find a way to recover your funds, I would be grateful if you could share that information with me at michal.k@casino.guru. It could be beneficial for other players who might face similar challenges in the future.

I will now proceed to close your complaint. I regret that we could not provide more assistance in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru