Panda.Bet Casino - O jogador afirma que o seu pagamento foi atrasado.

Hello. I am asking for your help in withdrawing funds because I suspect this casino of illegal actions against players. I registered and went through the KYC process, played at this casino on 2025-05-12 and made a successful withdrawal on 2025-05-13. Yesterday I decided to play with them again. And today when I requested a withdrawal, they canceled my withdrawal request. I tried to contact them, but they do not respond to my attempts. They do not respond either in chat or via email. A request for phone confirmation appeared in my account, that is, I should receive an SMS code, and I cannot make a withdrawal until I confirm my phone number. I tried to confirm my number many times, but they block sending SMS codes and write that the number is not correct. But my number is absolutely correct. I tried entering a different phone number, but they still block the ability to receive an SMS code. I suspect that the casino is intentionally requesting a verification code that they are not sending in order not to pay out money to players. I ask for your help in resolving this issue and withdrawing my balance. I am attaching screenshots as proof of my words

Dear Magdalenasan,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Yes, my problem is different. I have previously made withdrawals from this casino. Now they ask for confirmation of the phone number, and they themselves block sending the SMS code so that I cannot make a request for withdrawal.

Dear Magdalenasan, please allow me to ask you a few questions, so I can understand the whole situation completely.

Why do you believe it’s the casino blocking the SMS code, and not an issue with your mobile operator or number format?

Please also double-check that you’re entering your phone number with the correct international prefix and in the correct format. Sometimes even a small formatting issue can prevent the message from being sent.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I wrote to their support, created a ticket on their website and also sent an email, they did not respond to any of my requests. And now I fond out that they blocked my account. After I filed a complaint with you

It seems that this casino is trying not to pay me the money. When I asked why they canceled my withdrawal and blocked sending me SMS to confirm my phone number, they wrote that I have 2 accounts, and this is not possible. Now my account is blocked, and the money has not been returned to me. I ask you to intervene and help me, because they are clearly trying to rob me

Dear Magdalenasan, is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?

Have you previously held an account with this casino?

Did you use a VPN at any point while accessing the casino?

Could you please specify which bonus you used?

I just found out today that my cousin logged in from my computer. But she said that she didn't know that my computer can't be used. I have a VPN installed on my computer and I sometimes use it when access to some sites is blocked. But I also use a VPN for security. This should not cause account blocking, there is nothing wrong with using a VPN, it is just a security tool. I did nothing wrong, and the casino blocked my account and refused to communicate with me. I contacted them in the support chat (since they do not respond to my emails) and I sent the chat history to my email, but they did not send it. I ask you to help me get my money back. I am not going to play in this casino ever again, this is not right, they do not even want to talk to me and find out the reasons and problems. Which I thought did not exist. I successfully registered, I passed the KYS verification, I played with them and deposited and withdrew money. And now suddenly my account is blocked, they don't want to communicate with me and don't return my money

Dear Magdalenasan, do I understand correctly that your cousin also has an account at this casino and logged into it from your computer? And do you know whether she claimed the same bonus as you, or a different one?

I don't know if she got any bonuses because she didn't tell me anything until I got upset because my account was blocked. When the casino support told me that I have 2 accounts I was shocked and said that I don't need it. After all, I already have an account, how is it possible to register one account twice? And only after that I found out that my cousin had my computer... what should I do now? How can I get my money back? They don't want to talk to me

Thank you for your reply, Magdalenasan. I apologize, but we are not able to proceed with this complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts. Please note that it is important to always use your own device to avoid similar situations in the future. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.

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.