Betpanda Casino - La cuenta del jugador ha sido cerrada.

I received an email from support saying my account has been closed. I can't log in to the site or withdraw funds.

It says that the terms of use were violated, but the reason is unknown and the bonus was not used.

I also swear to God I have not done anything that violates the terms of use.

I don't have a name to use at the casino, so I'll write down my user ID.

アカウントが閉鎖されたとサポートからメールが来た。サイトにログインできず、出金ができない。

利用規約に違反したとあるが、理由は不明でボーナスは未使用。

また、利用規約に違反するようなことは神に誓ってしていない。

カジノでの使用ネームはないので、ユーザーIDを書いておく。

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Has the casino specified which rules you allegedly breached? Please forward me the email you received from the casino informing you about the closure of your account at veronika.f@casino.guru, or post screenshots of the email here.

Did you pass the full KYC verification before your account was closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Sports bets only.

Screenshot attached.

They say I violated their anti-fraud policy, but that's just an excuse for not wanting to withdraw my winnings.

I don't have KYC. There is no page to submit unless I'm asked to do so in the first place.

I had successfully withdrawn a small amount five days before the closure, so this is an unjustified closure.

スポーツベットのみ。

スクリーンショットを添付した。

不正行為防止ポリシーに違反したと言っているが、勝利金を出金したくないだけの言い訳だ。

kycはしていない。そもそも提出を求められない限り、提出するページがない。

閉鎖される5日前に低額の出金に成功していたし、不当な閉鎖だ。

Sports bets only.

Screenshot attached.

I don't have KYC. There is no place to submit it and I was told it's not necessary until the casino asks for it.

The reason given is an anti-fraud policy, which is unfair and a complete lie.

スポーツベットのみ。

スクリーンショットを添付。

kycはしてない。提出する場所がなく、カジノから求められるまで必要ないと言われた。

理由は不正行為防止ポリシーと言っている。これは不当で、まったくの嘘だ。

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.