Panda.Bet Casino - Игрок заявляет о задержке выплат.

panda.bet rejected my withdrawal even though I met all wagering requirements and terms of the bonus. They ignore my question about why the withdrawal was rejected in Live chat. My account is verified.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

This casino would not give me my winnings - they only gave me my deposit back claiming that they do not accept players from the United States, even though they accepted my verification documents and verified my account, and even though they allowed me to make a deposit and play instead of not accepting my deposit. Also, they had processed previous withdrawals after verifying my account. What a coincidence that when I had a larger win, they then said that my jurisdiction was not allowed.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify from which country you originally registered your account?

Have you ever used a VPN while accessing the casino?

What documents did you provide during the verification process, especially the ones that led to your previous successful withdrawals?

Could you let us know why your account is set to Turkish lira (TRY) as the currency?

Please forward your communication with the casino regarding the current issue — particularly where they mention the reason for rejecting your latest withdrawal. Send emails or chat transcripts to my email at [email protected], 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.

Hi Dominika, I sent you an e-mail answering your questions above and providing the relevant e-mail correspondence you requested.

thank you.

Dear player, just to clarify — am I correct in understanding that you used a VPN during registration in order to bypass the casino’s restriction on players from the United States?

Could you please confirm which country you selected when registering your account?

Hi Dominika, I have e-mailed you with answers to your questions. Why did the casino allow me to register as a US player using a VPN (I provided my country during registration) ? Why did the casino allow me to deposit, and allow me to withdraw using a VPN ? Why did the casino allow me to wager using a VPN ? Isn't this a violation of their Anjouan gaming license to do these things ?

Dear player, as the casino has an IP block in place for players from the United States, we would like to ask for clarification regarding your use of a VPN. Specifically, could you please let us know which countries you selected in the VPN in order to bypass this restriction?

Hi Dominika, is it insufficient to state that I used a non-United States VPN ? It's unfortunate that the casino has chosen to violate their Anjouan license agreement by accepting registrations, deposits and wagers from United States players, along with processing United States players' withdrawals.

Dear player, unfortunately, a general statement that you used a "non-United States VPN" is not sufficient for us to evaluate the case properly.

Dear player,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.