Betpanda Casino - Jogador solicita encerramento de conta devido à autoexclusão.

Dear Casino Guru Team,

On November 7th, I attempted to have my account at Betpanda closed due to my gambling addiction and also submitted a photo of my ID. Unfortunately, the closure has not yet taken place.

As you may be aware, I suffer from a severe gambling addiction, and the only effective protection for me is to self-exclude from all platforms. Unfortunately, this is not always successful, and at the moment, I am unsure how to proceed.

Could you please assist me in having my account immediately closed due to my gambling addiction?

Thank you in advance for your support.

Kind regards,

Blerko

Sehr geehrtes Casino Guru-Team,

am 07.11. habe ich versucht, mein Konto bei Betpanda aufgrund meiner Spielsucht schließen zu lassen und auch ein Foto meines Ausweises eingereicht. Leider ist bislang keine Schließung erfolgt.

Wie Ihnen vielleicht bekannt ist, leide ich an einer starken Spielsucht, und der einzige wirksame Schutz für mich ist, mich von allen Plattformen ausschließen zu lassen. Leider gelingt dies nicht immer, und momentan weiß ich nicht, wie ich weiter vorgehen soll.

Könnten Sie mir bitte dabei helfen, dass mein Konto aufgrund meiner Spielsucht unverzüglich geschlossen wird?

Vielen Dank im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen,

Blerko

Hello Blerko,

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.

• Did the casino respond to your request?
• How much did you deposit since your request?
• When was the last time you spoke to the casino and what was it about?

Please forward the initial self-exclusion request to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello dear Nick,

Unfortunately, after I threatened to take action and reported it to you, they finally reacted. It feels unfair and I have the feeling that some casinos are deliberately delaying this - at least the dubious ones.

I don't know what to do anymore. I'll probably have myself admitted to a clinic after Christmas because I can't stop gambling on my own.

I will forward you any emails I have regarding this.

I then deposited around 2500 to 3000.

Best regards

Hallo lieber Nick,

nachdem ich leider mit Schritten gedroht habe fas ich es bei euch melde , haben sie endlich reagiert. Es fühlt sich unfair an, und ich habe das Gefühl, dass manche Casinos das absichtlich hinauszögern – zumindest die unseriösen.

Ich weiß nicht mehr weiter. Wahrscheinlich werde ich mich nach Weihnachten in eine Klinik einweisen lassen, da ich es allein nicht schaffe, mit dem Spielen aufzuhören.

Ich leite dir alle E-Mails weiter, die ich dazu habe.

Ich habe nach dem ca 2500 bis 3000 eingezahlt .

Liebe Grüße

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

Wish you best luck resolving it.

Regards,

Nick

Hello Blerko,

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

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 Blerko,

I am trying to reach the casino outside of this thread. I will let you know with any updates. Thank you for your patience.

Dear Blerko,

I got a response from the casino, stating that, and I quote: "the player's account was closed promptly upon receiving their email."

Could you confirm the timeframe for me? When exactly did you send an initial self-exclusion request, mentioning gambling addiction and when exactly was your account closed? 

Ladies and Gentlemen

I find what the casino claims in its statement extremely strange, even though the facts are clear and can be proven with screenshots. I'm starting to wonder what kind of institutions make such statements, even though the situation is clearly visible in black and white.

I am not only concerned about whether I get my money back or not. Rather, such schemes should be exposed to protect other players who also suffer from such crypto or Curaçao casinos. The casino's behavior shows me that it is very aware of the problem and yet remains negligent or deliberately inactive.

Specifically, I would like to describe the incident:

On November 7th, I tried for the first time to have my account blocked as recommended because I had lost control.

Unfortunately, my request was not approved and I continued playing, which resulted in further deposits that I deeply regret.

Only when I announced on November 15th that I would report the case to Casino Guru did the casino react and close my account on November 16th.

The delay between my first attempt to block the account and the actual closure is unacceptable. During this time, there were numerous deposits that could have been prevented if the casino had acted promptly and responsibly. I refer to the attached screenshots that prove my statements.

I urge you to take this incident seriously and take appropriate action to ensure that players are protected from such behavior.

Sehr geehrte Damen und Herren,

ich finde es äußerst befremdlich, was das Casino in seiner Stellungnahme behauptet, obwohl die Fakten eindeutig sind und durch Screenshots belegt werden können. Langsam frage ich mich, was das für Institutionen sind, die solche Aussagen treffen, obwohl die Situation klar schwarz auf weiß ersichtlich ist.

Mir geht es nicht nur darum, ob ich Gelder zurückbekomme oder nicht. Vielmehr sollten solche Machenschaften offengelegt werden, um andere Spieler zu schützen, die ebenfalls unter derartigen Krypto- oder Curaçao-Casinos leiden. Das Verhalten des Casinos zeigt mir, dass es sich der Problematik sehr wohl bewusst ist und dennoch fahrlässig oder bewusst untätig bleibt.

Konkret möchte ich den Vorfall schildern:

Am 07.11. habe ich zum ersten Mal versucht, wie empfohlen, mein Konto sperren zu lassen, da ich die Kontrolle verloren hatte.

Leider wurde meinem Antrag nicht entsprochen und ich habe weitergespielt, was zu weiteren Einzahlungen führte, die ich sehr bereue.

Erst als ich am 15.11. angekündigt habe, den Fall dem Casino Guru zu melden, hat das Casino reagiert und mein Konto am 16.11. geschlossen.

Die Verzögerung zwischen meinem ersten Versuch der Sperrung und der tatsächlichen Schließung des Kontos ist nicht hinnehmbar. In dieser Zeitspanne gab es zahlreiche Einzahlungen, die hätten verhindert werden können, wenn das Casino rechtzeitig und verantwortungsvoll gehandelt hätte. Ich verweise an dieser Stelle auf die beigefügten Screenshots, die meine Aussagen belegen.

Ich fordere Sie auf, diesen Vorfall ernst zu nehmen und entsprechende Maßnahmen zu ergreifen. Es muss sichergestellt werden, dass Spieler vor solchem Verhalten geschützt werden.

You see, I don't have my gambling behavior under control; the casino could have helped me.

I'm really feeling bad, I'm slowly becoming suicidal, it's not just this casino, most Curacao licensed casinos act in a similar way. I can't control it myself, and self-exclusion doesn't work immediately, most people act as if they hadn't seen the email.

Sehen Sie das ich mein spielverhalten nicht im Griff habe , das casino hätte mir helfen können .

Mir geht es wirklich schlecht , ich bin langsam Suizid gefährdet, es ist nicht nur dieses Casino, die meisten Curacao lizenzierten Casinos gehen so ähnlich vor . Ich habe das selber nicht im Griff , und Selbstausschluss funktioniert nicht unmittelbar, die meisten tun so rum wie wenn sie die Email nicht gesehen hätten .

Dear Blerko,

I have some news. I am close to finalizing the creation of the casino account, I am just waiting on some additional information, so the casino will be able to reply directly here in the complaint thread. Therefore, I am setting the timer on them so we can wait for their reply.

Michael, I wish you a Merry Christmas!

Michael , ich wünsche Dir schöne Weihnachten !

Dear Blerko,

Merry Christmas to you as well. And, since there are holidays, I will set one more timer to give the casino a chance to get back to us here.

Dear Michal,

It is really astonishing how little the casino does to solve the problem.

Either there are financial constraints that prevent adequate processing, or the management in this area leaves a lot to be desired. An unresolved case of this relatively small amount will cause the casino to lose good players. No one would make large deposits if it became clear that problems would not be resolved.

As a business owner myself, I know that mistakes can happen. But when they do happen, we do everything we can to restore customer satisfaction - that is the foundation on which a successful business is built.

Best regards

Blerko

Lieber Michal,

es ist wirklich erstaunlich, wie wenig das Casino zur Lösung des Problems beiträgt.

Entweder gibt es finanzielle Engpässe, die eine angemessene Bearbeitung verhindern, oder die Führung lässt in diesem Bereich stark zu wünschen übrig. Ein ungelöster Fall in dieser vergleichsweise kleinen Höhe führt dazu, dass das Casino gute Spieler verliert. Niemand würde größere Einzahlungen tätigen, wenn klar wird, dass bei Problemen keine Lösung zu erwarten ist.

Ich bin selbst Unternehmer und weiß, dass Fehler passieren können. Doch in solchen Fällen setzen wir alles daran, die Kundenzufriedenheit wiederherzustellen – das ist die Grundlage, auf der ein erfolgreiches Unternehmen aufgebaut wird.

Viele Grüße

Blerko

Hello Michal and Blerko,

Our apologies for the delayed reply.

As we mentioned over the email, as soon as we saw the request from the user, we closed the account within two hours.

Why the initial email fell between the cracks, we are not sure, but we will investigate this in order to ensure that this wouldn't happen in the future.

Please note that our Terms and Conditions specify that account closures aren't effective until our Support Team has confirmed that the closure has been actioned.

We do apologise for any inconvenience that this may have caused you, and we will do our utmost to prevent delays such as this one from happening again.

Dear Casino Team,

Thank you for your feedback.

First of all, I would like to stress that I appreciate the apology and the announced measures to improve things. However, I must maintain my position: I ask that all deposits made after my first email be reviewed and refunded.

I'm not feeling well at the moment, both physically and mentally. Fortunately, I'll be starting therapy on January 6th to treat my gambling addiction.

I don't want to accuse you of anything, but I think that if I had won a large sum after my first email, it would probably not have been paid out on the grounds that I was no longer allowed to play after my original message. For this reason, I ask you to also refund the deposits I made.

I hope you can understand my situation and thank you in advance for your understanding.

Best regards,

Blerko

Sehr geehrtes Casino-Team,

vielen Dank für Ihre Rückmeldung.

Ich möchte zunächst betonen, dass ich die Entschuldigung und die angekündigten Maßnahmen zur Verbesserung durchaus schätze. Dennoch muss ich an meinem Standpunkt festhalten: Ich bitte darum, sämtliche Einzahlungen, die nach meiner ersten E-Mail getätigt wurden, zu überprüfen und zurückzuerstatten.

Mir geht es derzeit gesundheitlich und psychisch nicht gut. Glücklicherweise werde ich ab dem 6. Januar eine Therapie antreten, um meine Spielsucht zu behandeln.

Ich möchte Ihnen nichts unterstellen, aber ich denke, dass im Falle eines hohen Gewinns nach meiner ersten E-Mail dieser vermutlich nicht ausgezahlt worden wäre, mit der Begründung, dass ich nach meiner ursprünglichen Nachricht gar nicht mehr hätte spielen dürfen. Aus diesem Grund bitte ich Sie, auch meine getätigten Einzahlungen zurückzuerstatten.

Ich hoffe, dass Sie meine Situation nachvollziehen können, und bedanke mich im Voraus für Ihr Verständnis.

Mit freundlichen Grüßen,

Blerko

Dear Blerko,

First and foremost, I want to commend you for taking the initiative to address your concerns and begin treatment for your issue. This is an important step, and I appreciate your commitment to resolving this matter.

After thoroughly reviewing your case, it appears that your first contact with the casino was on November 7th. However, you did not receive a response at that time. Upon following up with a second email on November 15th, the casino promptly closed your account the following day.

Unfortunately, in cases such as this, I regret to inform you that we are unable to assist further. Please find below the reasons why players in similar situations may not be eligible for a refund:

1. Insufficient Effort to Follow Up: Sending a single email and waiting a week for a response is considered inadequate. If a player does not receive an immediate reply, it is their responsibility to proactively reach out through additional channels or send multiple follow-ups to ensure their request has been acknowledged. Sending one email followed by another a week later does not demonstrate sufficient diligence, particularly for those who are serious about self-exclusion.
2. Email Delivery Issues: It is worth noting that a small percentage of emails may fail to reach their intended recipient due to technical issues. While unfortunate, this underscores the importance of making multiple attempts to contact the casino to confirm receipt of your request.
3. Screenshot Limitations: While we appreciate the screenshot of your initial email as supporting evidence, it is important to acknowledge that such documentation can be easily fabricated in today’s digital environment. To clarify, this is not to accuse you of presenting false evidence. However, due to the ease with which such materials can be created, screenshots alone cannot be treated as definitive proof.
4. Casino's Prompt Response: Based on the casino’s immediate action following your second email, it is reasonable to infer that they would have responded similarly had they received your first communication.

I understand this outcome may be disappointing, but we hope you continue to prioritize your well-being and take further steps toward resolution. Please do not hesitate to reach out if you have any additional questions or require further clarification.

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.