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Complaint Subject: Unjustified seizure of $500 in winnings and account closure – Betpanda.io

Complaint Description:

I am submitting this complaint against Betpanda.io regarding the unjustified seizure of approximately $500 of my legitimate winnings and the subsequent closure of my account.

I have been a user of Betpanda.io for approximately two months, placing sports bets and playing casino games. Two days ago, I was asked to complete a KYC verification. Immediately after I submitted my documents and attempted to withdraw my balance ($770), my withdrawals were rejected. Following a brief "internal investigation," I received a notice stating I had violated their Terms and Conditions, without specifying which rule was supposedly broken.

I categorically deny any wrongdoing based on the following facts:

Selective Enforcement: The casino allowed me to withdraw my last deposit (approx. $200) but confiscated the $500 profit. If a true violation had occurred, the entire balance would typically be voided. Returning the deposit is a common tactic used by bad-faith operators to appear "fair" to regulators while stealing player profits.

Standard Betting Patterns: I place the exact same types of bets and play the same slots on multiple other reputable platforms. I have never been flagged for any violations elsewhere. My gameplay is consistent with industry standards for a regular player.

No Prohibited Tools: I do not use VPNs (though the site claims to allow them), I do not use bots, and I do not engage in arbitrage or value betting.

Lack of Transparency: The casino has failed to provide any evidence or even a specific clause from their T&C that I supposedly violated.

My Consent for Full Transparency: I hereby give my explicit consent for CasinoGuru to fully review my account history, including all betting logs, casino game history, and financial transactions. I challenge Betpanda.io to present my full account activity to the CasinoGuru team and publicly demonstrate exactly how and where a violation occurred. I have nothing to hide and welcome a full audit of my gameplay.

Desired Outcome: I am requesting the full payout of my remaining balance ($500) which was unjustly confiscated.

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 zeetk,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

1. Yes, I have contacted the casino customer support via email. After receiving email stating that my account would be blocked and deleted within 72 hours, I immediately reached out to inquire which specific section of the website’s terms and conditions I may have violated. I also asked them to provide a more detailed explanation regarding the situation.
2. No, I did not lose access to my account immediately after submitting the KYC documents.

I completed the KYC verification on Friday. On Saturday, I was unable to withdraw my funds (a total of $770). I contacted customer support to report the issue, and they informed me that all relevant information had been sent to my email. However, after checking my inbox, I did not receive any email, so I reached out to support again.

They apologized and clarified that the email had not actually been sent. They also informed me that an internal investigation was ongoing and that I would receive all necessary information via email.

A few hours later, I received an email stating that my account would be blocked within 72 hours, but that I was allowed to withdraw my last deposit, which was $247. When I logged into my account, I noticed that instead of the previous balance of $770, only $247 remained. after withdrawing this amount, my account was immediately blocked.

3.No, I accumulated my winnings without any active bonus. The balance consisted solely of my own deposited funds, and there were no active bonuses or winnings derived from any bonuses at that time.

Dear zeetk,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear zeetk,

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,
Attila
Casino.Guru