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Title:

Withdrawal pending since 23 August – no clear reason for the delay

Hello,

I would like to submit a complaint regarding a delayed withdrawal from Pandido.

I made my withdrawal request on 23 August 2026, and the withdrawal is still pending. I have not received my funds.

I contacted Pandido support and was informed that my withdrawal had been forwarded to the finance team and that withdrawals are processed within 3 business days. However, after this timeframe had passed, my withdrawal was still not processed.

Pandido initially stated that my withdrawal request had been made on 24 August. I provided them with a screenshot of my withdrawal history showing that the withdrawal was actually made on 23 August. Pandido later confirmed this in writing:

"Yes, your withdrawal was made on 23th of August."

Pandido also initially referred to a security check as a reason for the delay. However, they later confirmed in writing:

"Your account does not currently require verification."

I subsequently asked Pandido to clearly explain what is causing the delay, what the current status of my withdrawal is, and when it will be processed.

Pandido has not provided a specific reason for the delay or a processing date. They have stated that the withdrawal is still pending, that support cannot see the finance team’s exact queue status, and that processing time may depend on their current workload. They have also stated that delays may be caused by internal checks, withdrawal queues, account level or verification status, but they have not explained which of these factors actually applies to my withdrawal.

I have provided Pandido with all information and documentation they requested. They have also confirmed that my account does not currently require verification.

I have made several attempts to resolve this matter directly with Pandido, but I have still not received a clear explanation of what is causing the delay or when my withdrawal will be processed.

I am attaching the relevant email correspondence and a screenshot of my withdrawal history showing the withdrawal dated 23 August 2026. I have taken screenshots of the first two pages of the PDF versions of the emails where the relevant correspondence is visible. I have provided the remaining pages as PDF files. I have not included pages containing sensitive personal information separately at this stage unless they are specifically requested.

I would like Casino Guru to assist me in resolving this matter and to assess whether Pandido is handling my withdrawal appropriately.

Thank you for your assistance

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Dear Viikinki,

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

Hello,

Thank you for your response. I would like to clarify a few important points regarding my case.

Pandido has confirmed to me in writing by email that my account does not currently require verification. Their exact response was:

"Your account does not currently require verification, but when the time comes to verify your account, you will receive a notification in the account verification section."

I have also included this email as part of the evidence in my complaint.

I provided Pandido with the requested verification documents, including my ID, proof of address and bank account information. After receiving these documents, Pandido confirmed in writing that my account does not currently require verification.

Therefore, an incomplete KYC verification does not appear to be the reason for the delay in my case. Pandido has also not informed me that my gaming history is currently being reviewed or that my withdrawals have been rejected or otherwise blocked.

I have continued trying to contact Pandido by email regarding the status of my withdrawals, but I am no longer receiving any replies to my emails.

Since my original withdrawal on 23 August, I have also made two additional withdrawals. I currently have three withdrawals showing as pending. The first was made on 23 August and the second on 24 August. Both have exceeded the 3-business-day processing timeframe that Pandido previously gave me.

I understand and accept your recommendation to wait 14 days before further intervention. However, I would appreciate it if you could take the above information into account, especially Pandido’s written confirmation that my account does not currently require verification and the fact that I am no longer receiving responses to my emails.

I wanted to provide this additional information so that it is included in the case file.

Thank you for your assistance.

Dear Viikinki,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I cancelled all my withdrawals because they were unable to process the payments to my bank account. They also stopped responding to my emails. However, there are no withdrawals pending anymore, so as far as that is concerned, everything is fine now.

Thank you for the update.

Since the withdrawals were canceled, do you still have a real-money balance in your account? Could you please clarify whether we can help with anything else? Or would you want to close this complaint?

Thank you in advance for the clarification.