Betpanda Casino - El retiro del jugador se retrasa debido a problemas de KYC.

When I applied for a withdrawal on April 20th, I was asked for KYC, which I submitted immediately, but I have not been able to get in touch with them at all even though I have sent them reminder emails since then, and I am now in trouble.

I am very worried because the withdrawal amount is larger than before.

Can you help me?

4月20日に出金申請をしたところKYCを求められたため、すぐに提出したがその後催促のメールをしても全く連絡が取れなく困っている。

これまでよりも大きい出金額のため非常に不安です。

助けていただけますか。

Dear yu09,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I recommend that we give it a few more days so that the casino has enough time to review your documents. I will leave this complaint open, and if there is no development within a week, please get back to us, and we will intervene.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I received a reply. They said they had frozen my account for violating their terms and conditions. This was final and I was terminated with no further correspondence.

I have not violated any terms and conditions, and even if I had, I cannot accept that I would have had to go through KYC and then have my account closed.

However, I think they just don't want to withdraw large amounts.

Can you help me?

返信がありました。規約違反のためにアカウントを凍結したとのことです。これが最終決定であり、これ以上のやり取りをしないと一方的に終わらせられました。

規約違反はしていないし、規約違反だとしてもKYCをさせられたうえでアカウント閉鎖というのは到底納得ができません。

ただ、高額な出金をしたくないだけだと思われます。

助けていただけますか。

Thank you for your reply, yu09. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification before you lost access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

thank you for your reply.

The necessary information is listed below.

Can you tell us what games you focused on - slots, live casino, sports betting etc?

→I played slots, live casino and sports betting.

Did you receive confirmation of successful verification before you were locked out of your casino account?

→No, the email I received after completing the verification was not related to the verification, but rather a notice about my account being frozen.

Have you accumulated winnings with or without an active bonus?

→I am not using the bonus.

thank you.

返信ありがとうございます。

下記に必要事項を記します。

スロット、ライブカジノ、スポーツベッティングなど、どのゲームに重点を置いたか教えていただけますか?

→スロット、ライブカジノ、スポーツベッティング全てをプレイしていました。

カジノアカウントにアクセスできなくなる前に、検証が成功したことに関する確認を受け取りましたか?

→いえ、検証を行った後に来たメールは検証に関わることではなく、アカウント凍結の連絡でした。

有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

→ボーナスは使っておりません。

よろしくお願いします。

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have emailed you a screenshot of the email from betpanda.

betpandaからのメールのスクリーンショットをメールにて送りました。

I apologize, but I haven't received any emails from your email address. Could you please forward everything again?

Dear yu09,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru