Betpanda Casino - Das Spielerkonto wurde zwischenzeitlich geschlossen, dann aber wieder geöffnet.

I am submitting this complaint regarding how this casino handled my account closure request in July last year.

In July, I contacted the casino and requested that my account be closed because of gambling problems. I clearly stated that I have a gambling problem and that I wanted my account to be closed. I also sent two emails on the same day requesting account closure. I still have proof that both emails were sent.

My account was indeed blocked, but at some point it was unlocked again, which should never have happened after a closure request related to gambling problems. Because my account became accessible again, I was able to log in and continue gambling. During that time I ended up losing approximately €2,500.

If the casino reviews their internal logs for that day, the evidence should be very clear. They will be able to see:

The emails I sent requesting account closure.

The account being blocked.

The account later being accessible again.

My gambling activity and losses after the account was reopened.

The live chat records from that day should also clearly show that I informed them about my gambling problems.

The reason I am only posting this complaint now, in March 2026, is because I only recently discovered that this kind of behavior is not allowed. When a player clearly states they have gambling problems and requests account closure or self-exclusion, the casino should permanently close the account and ensure it cannot be reopened.

Allowing access again after such a request is a serious failure of responsible gambling procedures.

I am asking the casino to review their logs and chat history from that day in July, as it should clearly confirm what happened. Based on that information, I believe the situation deserves to be properly investigated and resolved.

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 joostj,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly your account was reopened?
• Do you currently have access to your casino account?
• Have you tried contacting the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hey can i block my account forever im depressed because of gambljng

Fri, Jul 25, 2025, 5:46 PM

Betpanda Support Team

Fri, Jul 25, 2025, 5:58 PM

Hi, Your request to close your account has been granted. Please note that all remaining balance, future bonuses, rewards, and cashbacks will be forfeited. Best

Now i need u guys to really close my account forever

Fri, Jul 25, 2025, 6:31 PM

Betpanda Support Team

Fri, Jul 25, 2025, 6:33 PM

Hi, Your request to close your account has been granted. Please note that all remaining balance, future bonuses, rewards, and cashbacks will be forfeited. Best

My account is currently blocked.

I have tried to contact the casino for my previous messages with the live chat but it seems its no helping a bit thats why im hoping you guys can help me with this matter.

Thank you for your response, Joostj. I appreciate your input. However, I must kindly request additional evidence to support this matter, as this is not sufficient. Would you happen to have any screenshots, or could you please forward any relevant emails that you may have sent? Thank you for your assistance.

Dear joostj,

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.

i have only screenshots of the email

Hello joostj,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I would greatly appreciate it if you could share the screenshot with me. This will enable me to decide whether it serves as sufficient evidence. You can send it to my email address, kristina.s@casino.guru. Thank you for your cooperation.

Dear joostj,

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,
Kristina
Casino.Guru