Pandido Casino - Se ha retrasado el pago de las ganancias del jugador.

Hi, I won €3000 from this casino, withdrawals went smoothly until the last €500 withdrawal I made was cancelled due to "your account needs to be verified". It makes no sense that my account should only be verified after I had already withdrawn €2500 and then when I made the last €500 withdrawal the casino supposedly needs some "confirmations from my gaming account" before I can make the €500 withdrawal request.

The problem is also that the casino said it would take them a few days to send me a couple of tedious confirmation requests and that time limit makes no sense.. 😀😀😀

Could you help me somehow?

Below are the messages we went through in customer service, I also have them as pictures if needed.

Chat started

Konsta has joined the chat

CONSTANCE

Hello! Thank you very much for contacting our customer service, my name is Konsta and I will help you today.

I

You were supposed to send an email about why I was able to withdraw €2,500 but not the remaining €500, the €500 was just cancelled and no reason was given, I waited for an email for 10 hours and I still haven't received a response, should I contact the licensee or can someone clarify this?

CONSTANCE

I'm sorry to hear about your negative experience with us. Let me check how I can help you. Thanks for waiting Miika. I see that the matter is pending with the relevant team. You will likely be asked to verify your account in the near future and once we have successfully verified your account and identity, you will be able to make withdrawal requests again. Is there anything else I can do for you?

I

far away this "in the near future" means why do you let me transfer funds to my account for €2500 but then for €500 you need my personal information

CONSTANCE

Just a moment and I'll check the time estimate for you.

CONSTANCE

Thank you for waiting, Miika. I would estimate that it may take about ten business days for the request to arrive. I apologize for the additional inconvenience/annoyingness, but our department's requests are a bit congested. I'm happy to help in any way I can. Is there anything else you'd like me to check while I'm still here with you?

Hei, voitin tältä kasinolta 3000€, kotiutukset sujui ongelmitta kunnes viimeinen 500€ noston minkä tein se peruttiin syystä "tilisi tulee vahvistaa". Tässä ei ole mitään järkeetä että tilini pitäisi vahvistaa vasta sen jälkeen kun olin kotiuttanut jo 2500€ ja sitten kun tein viimeisen 500€ kotituksen niin kasino muka tarvitsee jotain "vahvistuksia pelitililtäni" ennen kuin voi suorittaa 500€ nostopyynnön.

Ongelma on myös siinä että kasino sanoi että niillä menee muutamakymmentä päivää lähettää minulle parit vaivaset vahvistuspyynnöt ja tossa aikarajassa ei ole mitään järkeä.. 😀😀😀

Voisitteko auttaa minua jotenkin?

alhaalla on meidän käymämme viestit läpi asiakaspalvelussa, tarvittaessa minulla on myös ne kuvana

Chatti alkoi

Konsta on liittynyt chattiin

KONSTA

Moikka! Kiitos paljon yhteydenotostasi asiakaspalveluumme, nimeni on Konsta ja autan sinua tänään.

MINÄ

teidän piti laittaa jotain sähköpostia liittyen siihen miksi pystyin kotiuttamaan 2500€ mutten loppua 500€, toi 500€ vain peruutettiin eikä annettu syytä, odotin sähköpostia 10h enkä ole vieläkään saanut vastausta, pitääkö tässä kääntyä lisenssin antajan puoleen vai saako tähän jonku selvyyden

KONSTA

Olen pahoillani kuullessani negatiivisesta kokemuksestasi kanssamme. Anna minun tarkistaa, miten voin auttaa sinua. Kiitos kun odotit Miika. Näen, että asia on vireillä kyseisellä tiimillä. Sinulta tullaan todennäköisesti pyytämään tilisi vahvistusta lähiaikoina ja kun olemme tilisi ja henkilöllisyytesi onnistuneesti vahvistaneet, voit jälleen tehdä nostopyyntöjä Voinko vielä tehdä jotain avuksesi?

MINÄ

kauas tää "lähiaikoina" tarkoittaa, miksi annatte minun siirtää varoja tililleni 2500€ edestä mutta sitten 500€ varten tarvitte henkilötietojani

KONSTA

Pieni hetki niin tarkistan sinulle aika-arvion.

KONSTA

Kiitos kun odotit Miika. Arvioisin, että pyynnön tulossa saattaa mennä kymmenisen arkipäivää. Pahoittelen asiasta aiheutuvaa lisävaivaa/harmia, mutta osastomme pyynnöt ovat hieman ruuhkautuneita Autan mielelläni kaikin tavoin. Haluatko, että tarkistan jotain muuta, kun olen vielä täällä kanssasi?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear miikaplayer23,

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

Dear miikaplayer23,

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 submitted the documents to them for verification 9 days ago and they still haven't approved them and in customer service they just say wait

toimitin 9 päivää sitten heille dokumentit vahvistustasta varten eikä he ole vieläkään hyväksynyt niitä ja asiakaspalvelussa ne vain sanovat että odota

It has been 11 days now and the documents have not been approved.

nyt on kulunut 11 päivää eikä ole hyväksynyt dokumentteja

Dear miikaplayer23, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru or post screenshots here.

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

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear miikaplayer23,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla