Pandido Casino - La cuenta del jugador permanece cerrada sin solución.

I've been playing at this casino for a long time. Due to my gambling addiction and therapy, I've decided to close my casino account. I submitted my first self-exclusion request on February 24, 2026, to the following address: support@pandido.com On March 3, 2026, I resubmitted my application in accordance with the chat instructions at vipteam@pandido.com On April 16, 2026, I once again requested to close my account along with information about my gambling addiction. vipteam@pandido.com . To no avail. On May 7, 2026, I filed a complaint requesting a refund of the funds paid from February 24, 2026. vip@pandido.com . No response. I resubmitted my complaint today.

Gram w tym kasynie od dłuższego czasu. W związku z moim uzależniem od hazardu i odbytą terapią postanowiłem zamknąć konto w kasynie. Pierwszy wniosek o samowykluczenie zlożyłem w dniu 24.02.2026 na adres support@pandido.com. W dniu 03.03.2026 ponowiłem wniosek zgodnie z wytycznymi z czatu na adres vipteam@pandido.com. W dniu 16.04.2026 jeszcze raz prosiłem o zamknięcie konta wraz z informacją o moim uzależnieniu od hazardu na vipteam@pandido.com. Bez skutku. W dniu 07.05.2026 zlożyłem skargę z wnioskiem o zwrot wpłaconych środków od dnia 24.02.2026 na vip@pandido.com. Bez odpowiedzi. Dzisiaj ponowiłem skargę.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pandido Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues in a format where your email address and the casino's email address are visible? Please send the information to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to any of the requests you shared? Have you received any emails acknowledging receipt of these requests, such as a ticket number?

If your account is currently not blocked, as the next step, I recommend you send a self-exclusion request via email again at support@pandido.com, and this time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Pandido Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello.

I have access to my account at all times.

I send emails to your inbox.

Last payment on 04/06/2026.

I never received any confirmation.

Witam.

Cały czas mam dostęp do konta.

Maile przesyłam na Twoją skrzynkę.

Ostatnia wpłata w dniu 04.06.2026.

Nigdy nie otrzymywałem żadnych potwierdzeń.

Thanks for your reply.

Was your account closed since your last post?

Have you received any responses whatsoever to your previous self-exclusion requests sent to the VIP email address, including any automated responses?

Please let me know.

Hello. On June 9th, I received an email informing me that my application had been accepted and was being reviewed. Since then, I've deposited another large sum of money. I haven't received a response to my complaint either. Instead, I've received numerous promotional offers. I'm asking for help, as my gambling situation is dire in every respect. I believe this behavior by the casino is exploiting my illness. Please let me know if there's any chance of recovering this money and closing this account.

Witaj. 9 czerwca otrzymałem maila z informacją że przyjęli wniosek i jest on rozpatrywany. Od tamtej pory wpłaciłem kolejne bardzo duże pieniądze. Odpowiedzi na skargę również nie otrzymałem. Za to bardzo dużo promocyjnych ofert. Proszę o pomoc, ponieważ moja sytuacja spowodowane hazardem jest tragiczna pod każdym względem. Uważam że takie zachowanie ze strony kasyna to wykorzystywanie choroby. Proszę, napisz czy istnieje szansa na odzyskanie tych pieniędzy i zamknięcie tego konta?

Thanks for the update,

Please send me the email you received from the casino you referred to in your last post, and any other relevant communication you received from the casino. If the casino already responded to your request for a refund, send this communication as well.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Hello. Besides confirming my requests, which I sent you via email, the casino hasn't contacted me in any way. I've tried chatting multiple times, but the staff has sent me back with a message that only a VIP manager can handle my case and that it's been given urgent priority. I'm still playing. All I get are promotional offers. I feel completely ignored. Perhaps your presence will force them to take this matter seriously. Please respond quickly, as I'm getting more and more frustrated with each passing day.

Witaj. Poza potwierdzeniem złożenia wniosków, które przesłałem Ci na maila kasyno w żaden sposób się że mną nie kontaktowało. Wielokrotnie próbowałem skontaktować się na czacie, ale pracownicy odsyłali mnie z wiadomością że tylko manager VIP może zająć się moją sprawą i że nadany jest pilny priorytet dla tej sprawy. Cały czas gram. Jedyne co dostaję to oferty promocyjne. Czuję się całkowicie ignorowany. Może Twoja obecność wymusi na nich poważne podejście do tematu. Proszę o szybką odpowiedź ponieważ z każdym dniem pogrążam się coraz bardziej.

Dear d_m_s,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear d_m_s,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Pandido Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Pandido Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

Dear d_m_s,

I have tried to contact the casino repeatedly but, unfortunately, without success. Without cooperation from its side, there is little more that can be achieved. Therefore, I will mark the complaint as unresolved in our system.

I understand that this is not a satisfactory resolution to your issue. However, the decrease in the casino’s rating caused by unresolved complaints may encourage it to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting EGIS, an alternative dispute resolution service (ADR), at disputes@egis-adr.com and submitting a complaint directly to them. EGIS cooperates with the Gaming Authority and has better options and tools available to assist players.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best regards,

Kubo