Pandido Casino - Igrači doživljavaju odložena i otkazana povlačenja novca.

I am submitting a complaint regarding repeated withdrawal cancellations at Pandido Casino.

I requested my first withdrawal on March 19. According to the casino’s own terms, withdrawals should be processed within 3 business days. This timeframe was not respected.

On March 26, the withdrawal was cancelled. I submitted a new withdrawal request the same day, which was again cancelled on April 2.

In both cases, I received the exact same message stating that the withdrawal may have failed due to a "technical error of the payment provider".

I have followed all instructions:

- I used the same payment method for withdrawal as for deposit

- There are no pending verification requirements on my account (confirmed multiple times by support)

- My payment details are correct and already stored in the system

Despite this, the same pattern repeats: the withdrawal remains pending for several days and is then cancelled with the same generic explanation.

Support has not provided any specific reason or actionable step to resolve the issue. At the same time, no verification (KYC) has been requested or made available.

This creates a situation where withdrawals are repeatedly cancelled without a clear cause, while I am not given any way to complete the process.

I am requesting:

1) A clear explanation for the repeated "technical error" cancellations

2) Identification of the exact issue preventing the withdrawal

3) Immediate processing of my withdrawal without further delay

At this point, the process appears non-functional and inconsistent with the casino’s stated terms.

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Dear Mikaxx,

Thank you very much for submitting your complaint.

I’m sorry to hear about the repeated cancellations of your withdrawals and understand how frustrating it must be to face the same issue multiple times without a clear explanation.

Thank you also for the screenshots you provided. From what I can see, the casino states that the withdrawal was cancelled due to a "technical error of the payment provider" and advises you to submit a new request while ensuring correct payment details and using the same method. Since you have already followed these instructions, we would like to look deeper into what might be causing this repeated issue.

To help us investigate this properly, could you please provide the following additional details:

• What payment method are you using for both deposits and withdrawals (e.g., bank transfer, card, e-wallet)?
• Have you successfully withdrawn from this casino using the same method in the past?
• Have you tried using an alternative withdrawal method (if available)? If yes, what was the result?

Based on your description, the repeated "technical error" without any further clarification is concerning, especially since no KYC or additional steps were requested. We will need to gather as much detail as possible before contacting the casino on your behalf.

If it is more convenient for you, you can also forward all relevant communication, screenshots, and any additional evidence directly to petronela.k@casino.guru, and we will include everything in the case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

Thank you for your response.

I opened the account at pandido on the 19th of March. I placed two bets and after winning I initiated my first withdrawal.

1) Payment method:

I used a Mastercard for the deposit. Initially, I also used the same Mastercard for the withdrawal requests. After repeated (2) cancellations after exactly 1 week, I submitted a new withdrawal request using a bank transfer (IBAN).

2) Previous successful withdrawals:

No, I have not made any successful withdrawals from this casino before.

3) Alternative withdrawal method:

Yes, after the repeated cancellations using Mastercard, I switched to a bank transfer. This withdrawal is currently pending. However, based on previous attempts, the process never progresses beyond the "processed" stage and is cancelled after several days.

Additional information:

My first withdrawal request was submitted on March 19 and was cancelled on March 26.

A second withdrawal request was submitted on March 26 and cancelled again on April 2.

In both cases, I received the same generic email stating that the cancellation could be due to several possible reasons, such as a technical issue with the payment provider, incorrect withdrawal method, missing verification, or that I may have cancelled the request myself.

However, I did not cancel those withdrawals myself, and no specific reason was ever provided.

Support has repeatedly confirmed that no verification (KYC) is required, and there is no option available in my account to complete verification.

I started a new withdrawal request on the 2.04. (payout method mastercard) and cancelled it myself and received the same generic email as before. I then used my

bank account as a payment method.

The withdrawal process never progresses beyond the "processed" stage and never reaches "approved". Based on the repeated pattern, it appears that the withdrawal requests are not progressing to the approval stage at all, but are instead cancelled automatically after 7 days without any clear processing outcome or specific explanation.

This creates a situation where withdrawals are repeatedly cancelled without a clear or specific reason, and without any actionable step that I can take to resolve the issue.

I kindly ask for your assistance in identifying the exact reason for these repeated cancellations and in ensuring that my withdrawal is properly processed.

I have also contacted the casino support multiple times asking what specific steps I need to take to ensure that my withdrawal can be successfully processed. Unfortunately, I have not received any response to this question.

Please note that the amount in dispute is now 439 EUR.

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

Dear Mikaxx,

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,

Petronela