Betpanda Casino - Jogador pede reembolso após problemas na conta.

hi

I blocked my Betpanda account on October 20, 2025, due to my gambling addiction. Unfortunately, I mistakenly deposited cryptocurrency into the account after it had already been blocked.

I contacted Betpanda via email and was informed that the account had been temporarily reopened to allow me to withdraw the funds. Despite several attempts to withdraw the mistakenly deposited amount of 2 Solana, all withdrawal requests were rejected.

I then reached out via chat and was told that the deposit needed to be wagered before withdrawal. I found this requirement unreasonable, considering the deposit was made in error and I had already reported my gambling addiction.

Nevertheless, I began wagering the deposit, even though the account had been blocked specifically due to my addiction and was only reopened to facilitate the withdrawal. During this process, I lost approximately 1.6 Solana (around €300). After these losses, Betpanda reversed their position and allowed me to withdraw the remaining funds.

I am requesting a refund of the mistakenly deposited amount, as I should never have been required to meet wagering conditions for a deposit made in error under these circumstances.

I would have understood the wagering requirement if my account had not been blocked due to gambling addiction. However, since the account was reopened solely to allow the withdrawal, I believe the requirement was inappropriate and unfair

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Hello,

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 casino told you you didn't have to wager the deposit after you'd already started the wagering?
• Also, can you please confirm whether you were able to successfully withdraw the remaining balance? Do you still have access to your casino account?
• Could you please forward me the self-exclusion request you sent to the casino? My email address is kristina.s@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,

Kristina

Hi

• Yes. That is correct. This was after I startet the wagering and almost lost everything.
• the original amount was 2 solana. When they changed their opinion I had 0.5 solana left, and they let me withdrawal that, and blocked the account again after this.
• I will send you copy of the email.

Please note that I asked to block the account because of addiction. They closed the account accordingly, but reopened so I could withdrawal the amount I inserted by mistake. Account was closed immediately after they let me withdrawal 0.5 solana (left after wagering)

What is the status?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.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.

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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,

Certainly, apologies for the delayed reply.

We would generally expect players who have faced such issues to complete the internal complaints process first by filing an official complaint so we would be able to investigate the matter internally before it is escalated to third party sites such as CasinoGuru. This is mainly as this often results in a quicker resolution, but it is of course also possible to reach the same outcome this way also.

Regarding the case itself, we can see that the player was indeed misinformed about the wagering requirements under these particular circumstances.

We will be in touch shortly with the player directly about the steps how to recoup these funds.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hubabuba,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jozef