Betpanda Casino - El jugador aún no ha recibido las ganancias.

I decided to play in casino with INSTANT WITHDRAWAL, deposited 962 usdt, after that I lost on sport bets around 600 usdt and made withdrawal 367.39 USDT I am waiting already 20+ hours . In live chat they said that they are checking but I dont understand what they can check lol, I lost a lot of money there and I wanna just have what is on balance that's it. They dont give me time for answer just : "Once we have more information about it we will notify you."

Dear ebdalo,

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.

My account is blocked now🙂 I think it is scam already

Dear ebdalo,

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.

nothing changed they blocked my account, withdrawal didnot recieved. I told you they scammed me

Dear Ebdalo,

I hope you're doing well. Could you kindly let me know if the casino has provided any explanation regarding the blocked account?

Additionally, please forward any communication you have had with the casino to nikolas.b@casino.guru for further review.

I look forward to your response.

Best regards,

Nick

They asked KYC , but it was "NO KYC" casino, I sent them what they want now waiting

Dear Ebdalo,

According to the casino rules (https://betpanda.io/en/info/terms), they may request verification and there is no information that they should be "No KYC" casino.

Could you please advise if you did begin the verification process?

Awaiting your response.

Regards,

Nick

As I said I sent them what they want now I am still waiting for reply

Dear Ebdalo,

As the verification should take up to 14 days, can you please advise if there's been any update since you have forwarded your documents?

If possible, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

No, they didn't answer me yet

Thank you Ebdalo for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you ebdalo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betpanda Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their funds.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Betpanda Casino. We received the following message:

Hello Peter,

Our apologies for the delayed reply.

We only request KYC from users who have breached our Terms and Conditions in one way or another, all players who use our services in a legitimate manner will enjoy the fully anonymous experience at Betpanda.

It is not possible for us to elaborate publicly why the withdrawals were refused, but if you provide us with an email, we are happy to do so.

Dear Betpanda Casino, I would appreciate if you could provide me with the clarification to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

We have emailed you with further information.

Do let us know if you need anything more from us.

Thank you for the update Betpanda Casino representative.

Dear ebdalo, after gathering all the necessary information it came to light that your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter