Panda.Bet Casino - A retirada do jogador está atrasada.

Hello. I can't withdraw my money, I wagered my bonus fully, my win was reduced to the maximum win according to terms of the bonus. When I try to withdraw it asks for additional wagering which was not anywhere in terms. Casino refuses to help with my issue, they do not respond to my emails, their Live Chat is a bot that tells you to email support. I have been trying to reach them since my win on the 22 of August and no response. My money is stuck. My account is verified

Hello,

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

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

• Could you please clarify, was your wagering progress reset? Is there any proof that you already wagered through the bonus?
• Which games have you played? Which games contribute to the wagering of your bonus and which don't?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Stay safe.

Hello. My bonus was reduced from the original win of 3743 EUR to 3000 EUR after I finished wagering. (This is the maximum win from this bonus) They added some cashback after so I have a bit more in my balance. My bonus balance was separate and then it went to the euro balance

I used Muay thai Champion which worked perfectly and can be used for wagering the bonus

Now I have this weird thing when I try to withdraw saying I need to wager 7200. And it says deposit amount is 3600. I DID NOT make the deposits in this amount

I will send the screenshots of my communication to your email, I can't attach any more pictures here.

Thanks for your patience.

• Could you please explain where the 604€ in 'amount wagered' comes from?
• After your balance was reduced to 3000€, have you continued and wagered this amount?
• Was the fact that the balance was reduced the only indication that the wagering of the bonus was complete?
• Was the amount of 3000 initially withdrawable, or was there no such option?

Please let me know.

• I have no idea as I looked at the bonus wagering in promotions, the one that was associated with the bonus of 200% that I wagered fully.
• After I wagered my bonus fully I made a few stakes a few days later to check because they added some cashback bonus and I thought I had to wager it too
• The bonus wagering from promotions disappeared after it was done, also my balances were separate, more than 3000 was in bonus balance and after it was reduced it went into Euro balance in the amount of 3000
• It wasn't and I thought I had to verify my account for me to withdraw my money. So I sent the documents in the verification section and it shows I am verified now

Thank you very much 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.

Hello annklym,

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 and see if I can help somehow.

We would like to invite Panda.Bet Casino to join the conversation.

Dear Panda.Bet Casino,

Could you kindly clarify why the player is obligated to meet further wagering requirements when, as they have stated, they have already completed the bonus wagering conditions and their winnings were displayed in their account in the "Euro balance"?

If there are any additional factors relevant to this case that cannot be disclosed publicly, please share them with me directly 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.

Dear annklym,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, according to the casino's Dispute resolution policy, I recommend you contact the eCOGRA – an alternative dispute resolution service (ADR For Online Gambling | eCOGRA Complaints) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Anjouan Gaming Authority and submitting a complaint with them using the validator available on the casino's website, typically located in the footer (validator link). You might find our How to submit a complaint to a regulator | Casino Guru article useful.

Please let me know how the eCOGRA or Anjouan Gaming (AOFA) responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru