Betpanda Casino - Jogador enfrenta atraso na verificação e no acesso à conta.

Hello,

I would like to file a complaint about this casino.

More than two weeks ago, I received an email from Betpanda requesting me to submit documents for identity verification. Within half an hour, I sent all the necessary documents (the list was quite extensive). Since then, I have tried to contact them via two of their email addresses, but I have not received any response. The online support service on the website provides no information and cannot help. I kept receiving the same excuse.

I checked their rules on the website but couldn't find any information about withdrawal timelines and verification. More than 15 days have passed, and there has been no feedback from them. I am unable to access my account, withdraw my funds, or get the status of my verification.

Hello oleks28888,

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 exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Nick,

Thank you for your response and for addressing my complaint regarding Betpanda Casino.

Here is the information you requested:

1.The verification process has been ongoing since November 28, 2024, when I received an email requesting the submission of documents.

2. I submitted the following documents for verification:

• Passport
• Video verification
• Bank statement to confirm my address
• Screenshots of the deposit made to Betpanda

3. The last time I contacted the casino was on December 12, 2024, via email. However, I have not received a single response from Betpanda since submitting my documents, and I have no information about the status of my verification.

Given that it has now been over 15 days since I submitted all the requested documents, I kindly request your assistance in resolving this issue promptly. I would appreciate any information on the current status of my account verification and when I can expect to access my account and withdraw my funds.

Looking forward to your reply.

Thank you oleks28888 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello oleks28888,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

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

Dear Betpanda Casino,

I would appreciate it if you could clarify the reasons behind the incomplete verification process for the player. Are there any additional steps required to finalize this process and facilitate the disbursement of the player's winnings? If there are any details contributing to the delay that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

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.

Hello,

Our apologies for the delayed reply!

We don't request identification documentation ever from users who adhere to the Terms & Conditions of our services.

Also, we don't block the withdrawals or accounts of anyone who isn't in breach of the aforementioned terms, as this would be very counterintuitive and not a great experience for any legitimate users on our site.

We are happy to elaborate on the details via email if you wish.

Dear Betpanda Casino,

I'm sorry, but I could not recognise from your response if the player's verification has finished successfully or if any potential rule violations have been discovered.

I would appreciate your clarification about the current state of things. If any discrepancies or rule violations have come to light that cannot be shared publicly, please forward them to me at michal.k@casino.guru alongside any evidence.

Hello Michal,

We have sent the necessary proof over to you.

Please let us know if you need any further information.

Thank you for the information and evidence provided, Betpanda Casino Team.

Dear oleks28888, 

I have received information that substantiates the casino's decision. It appears that you were identified for utilizing a betting strategy in the Sportsbook that is deemed prohibited.

Because your complaint is purely sports betting-related, I regret to inform you that I cannot offer any further assistance. We don't have a branch dealing with sports betting, thus we wouldn't be able to advise you correctly. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.

You are free to submit a complaint to other services that are dealing with sports betting related issues, but sadly, we are not able to pursue your case further, and we have to reject your complaint. Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us, and we will try our best to help.

Best Regards,

Michal

Casino Guru