Panda.Bet Casino - Jogador enfrenta banimento de conta e problema de retirada.

Hello CasinoGuru,

I know I've specified a value in dispute, but I'm less concerned about the value in dispute and more about the 24/7 live chat.

First of all, it must be said that the support is seriously below average. There's no 24/7 live support, but instead a supporter named James, aka Panda Bot, who repeatedly redirects you to email support, which ultimately doesn't respond either.

Today I was fortunate enough to finally speak to someone via live chat because my transaction history and pending withdrawal had been deleted.

I spoke with Alex in the live chat. My account was banned for using a VPN, so I didn't say anything at first. But afterward, Alex made two very inappropriate comments that made me question everything.

As a result, I was completely banned from the live chat and no longer had the opportunity to speak with him. I've attached the full chat transcript as screenshots.

Also a small note: I provided KYC documents on the day of the payout, which show that I am definitely from Germany 🙂

So yes, my withdrawal of €830 and my deposit of €100 are gone. But this kind of support is unacceptable.

Best regards

Kaan ****

Hallo CasinoGuru,

ich weiß, dass ich einen Streitwert angegeben habe, mir geht es aber weniger um den Streitwert und mehr um den "24/7" Live Chat.

Zuallerst muss man sagen, dass der Support wirklich stark unter dem Durchschnitt ist. Es gibt keinen 24/7 Live Support, sondern einen Supporter namens James aka. Panda Bot, der dich immer wieder auf den E-Mail Support weiterleitet, welcher dir im Endeffekt auch nicht zurück antwortet.

Heute habe ich das Glück erreicht, doch mit jemandem im Live Chat zu sprechen, da die Transaktionshistorie und meine anstehende Auszahlung gelöscht wurden.

Gesprochen habe ich im Live Chat mit Alex. Mein Account wurde nämlich aufgrund der Nutzung eines VPN gebannt, weswegen ich auch erstmal nichts gesagt habe. Doch im Nachhinein kamen von Alex zwei sehr unangebrachte Kommentare, die mich alles hinterfragen lassen haben.

Daraufhin wurde ich vom Live Chat komplett gebannt und hatte keine Möglichkeit mehr, mit ihm zu sprechen. Den vollständigen Chat Transcript lade ich in Screenshots im Anhang hoch.

Auch ne kleine Anmerkung: KYC Dokumente habe ich am Tag der Auszahlung zur Verfügung gestellt, die zeigen, dass ich definitiv aus Deutschland bin 🙂

Also ja, meine Auszahlung von 830€ bzw. meine Einzahlung von 100€ sind futsch. Aber so ein Support geht garnicht.

Mit freundlichen Grüßen

Kaan ****

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Panda.Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Are you located in Germany? Did you choose Germany in the registration form/profile information?
• What IP address were you connecting from while using a VPN?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• What specific document have you provided the casino as proof of address?
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia 

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Natalia,

To your questions:

• Yes, I am located in Germany, and yes, I selected Germany in the registration form.
• I didn't check the IP address when I connected, but the VPN's IP address also changes after each reconnection.
• No, there is no way that someone in my household or with the same IP has opened or already has an account.
• As proof of address, I have uploaded a screenshot of a bank statement dated September 1, 2025.
• I earned my winnings with Panda.Bet's first deposit bonus (150% up to €750).

Best regards

Kaan

Hallo Natalia,

Zu Ihren Fragen:

• Ja, ich befinde mich in Deutschland, und ja, ich habe im Registrierungsformular Deutschland angegeben.
• Ich habe die IP nicht überprüft, als ich mich damit verbunden habe. Die IP der VPN ändert sich aber auch nach jeder Neuverbindung.
• Nein, es besteht keine Möglichkeit, dass jemand aus meinem Haushalt oder mit derselben IP ein Konto eröffnet hat oder bereits eins hat.
• Als Adressnachweis habe ich ein Screenshot von einem Kontoauszug vom 01.09.2025 hochgeladen.
• Ich habe meine Gewinne mit dem ersten Einzahlungsbonus von Panda.Bet (150% bis zu 750€) erzielt.

Mit freundlichen Grüßen

Kaan

Hello Kaan,

Thank you for your message.

We would like to emphasize once again that according to our Terms and Conditions (panda.bet/page/terms-and-conditions), the use of VPNs or proxies is strictly prohibited on Panda.bet. Unfortunately, any account found to be using a VPN or proxy will be sanctioned and immediately suspended, regardless of whether this occurred during registration, login, or gameplay.

This rule is non-negotiable and applies to all players equally.

Regarding your feedback about our support interaction, we sincerely apologize for the inappropriate communication. We will follow up internally and take corrective measures to ensure that such behavior does not occur again.

Best regards,

Panda.bet Compliance Team

Hello Panda.Bet Team,

Thank you for your reply. Ultimately, I understand the VPN rule, but my deposit is now gone, even though I was playing from a country that isn't blocked by your site. It's a bit frustrating.

Second, it's simply unprofessional, shameless, and disrespectful to accuse someone of such an insinuation, even though they've already uploaded identity documents for that country, and then to dismiss them as "My boy." You're not getting your payout anyway, so you might as well refrain from making such comments.

Best regards

Kaan

Hallo Panda.Bet Team,

Danke für Ihre Antwort. Im Endeffekt verstehe ich ja die VPN Regel, aber trotzdem ist jetzt meine Einzahlung weg, obwohl ich von einem Land gespielt habe, welches nicht von Ihrer Seite gesperrt ist. Ist schon etwas frustrierend.

Zweitens: Es ist einfach nur unprofessionell, schamlos und respektlos, jemandem so eine Unterstellung vorzuwerfen, obwohl man Identitätsunterlagen für dieses Land bereits hochgeladen hat, und dann noch als „My boy" runterzureden. Man kriegt seine Auszahlung eh schon nicht, da kann man diese Kommentare auch unterlassen.

Mit freundlichen Grüßen

Kaan

Dear Panda.Bet Casino, thank you for joining the discussion of the complaint.

Dear player, thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear b1shTV,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear Panda.Bet Casino,

Thank you for your response. I would like to clarify Casino Guru’s position regarding the use of VPNs or proxies in relation to voiding winnings or suspending player accounts.

Unless there is clear evidence that a player has used a VPN/proxy to:

• bypass jurisdictional restrictions,
• access games or bonuses unavailable in their actual region, or
• otherwise gain an unfair advantage,

we consider such strict measures as voiding winnings or suspending accounts to be excessive and unfair.

In this case, the player claims to have provided valid identification documents confirming his residence in Germany, which is not listed among your restricted countries. Furthermore, I understand that the VPN server used was also located in Germany. If this assumption is incorrect, could you please confirm whether there is any indication that the player gained an unfair advantage by accessing your website through a VPN?

Thank you in advance for your clarification.

Best regards,

Kubo

Hey Kubo,

Thank you for accepting my complaint!

I wanted to wait for the casino to respond, but I think it will take a while.

There are no further updates from my side at the moment and everything is still somewhat unclear.

Best regards

Kaan

Hey Kubo,

Danke, dass Sie meine Beschwerde übernehmen!

Ich wollte erstmal warten, bis das Casino antwortet, aber ich glaub das dauert noch.

Von meiner Seite aus gibt es keine weiteren Updates zurzeit und es ist alles noch irgendwie ungeklärt.

Mit freundlichen Grüßen

Kaan

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 b1shTV,

Unfortunately, the casino has not responded to any of my inquiries. Without cooperation from their side, there is little we can achieve. Therefore, I will now mark the complaint as unresolved in our system.

I understand this is not a satisfactory outcome for you. However, please note that unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach in the future. Should the casino decide to respond at a later stage, we will be able to reopen the complaint and you will be notified by email.

Our position regarding the use of VPNs or proxies has already been clarified in my previous post.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo