Pandido Casino - Das Spielerkonto wurde geschlossen und Auszahlungen wurden storniert.

Hello, after having won several slots at the Pandido casino last week, today my withdrawals requested more than 5 days ago were cancelled and my account was even suspended.

I tried to contact them via email but have not received a response so far.

I hope you can help me make sense of this mess and convince them to at least refund my balance, especially since it's considered "safe" by Casino Guru, so I expect the team can help me resolve it.

Thank you

Salve, dopo aver conseguito diverse vincite alle slot sul casino Pandido la scorsa settimana, oggi mi sono stati annullati i prelievi richiesti piu di 5 giorni fa e mi è stato addirittura sospeso il conto.

Ho provato a contattarli via email ma per ora non ho ricevuto risposta.

Spero possiate aiutarmi a far ragionare questo casino e che possiate convincerli almeno a restituirmi il saldo, anche perché è considerato "sicuro" da Casino Guru, quindi mi aspetto che il team possa aiutarmi a risolvere.

Grazie

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Dear nan74,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawals being cancelled and your account being suspended without explanation.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Were your winnings accumulated purely from real money, or was any bonus used at any stage?
• Did the casino request any identity verification (KYC) documents from you before or after the withdrawal requests? If yes, did you submit them?
• Have you received any message from the casino explaining the reason for the account suspension (even a general one such as "security reasons" or "terms violation")?
• Have you ever made any successful withdrawals from this casino in the past?

If you have any communication with the casino (emails, chat transcripts, or screenshots of your withdrawal requests, balance, or account status), please feel free to upload them here or forward them to petronela.k@casino.guru.

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

Hello Petronela,

• My winnings were accumulated without bonuses
• the casino didn't ask me for any documents
• The casino thinks I violated their terms and conditions, without going into specifics. I don't think I did anything wrong; I just played Hacksaw and Playngo slots.
• no, I have never made withdrawals before

Ciao Petronela,

• le mie vincite sono state accumulate senza bonus
• il casino non mi ha chiesto nessun documento
• il casino pensa che io abbia violato i loro termini e condizioni, senza andare nello specifico. Io penso di non aver fatto nulla di male, ho solo giocato alle slot hacksaw e playngo
• no, non ho mai effettuato prelievi prima d'ora

Dear nan74,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear nan74,

I sincerely regret to learn that your account has been blocked. Please rest assured that I will reach out to the casino to expedite the resolution of this issue. In the meantime, I would like to invite a representative from Pandido Casino to join this conversation and assist us in addressing your complaint.

Dear Pandido Casino,

Could you kindly explain the reasons for the player's account being blocked? Additionally, we would appreciate any evidence you could provide regarding this matter. You may respond here or send the relevant information to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation.

Kind regards,

Jana

Hello everyone!

Dear nan74,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Therefore, your account has been closed and funds have been voided.

Kind Regards,

Pandido Team

Dear Casino Pandido,

I have read your communication regarding the closure of my account and the seizure of funds.

I formally contest your decision, as I believe I have fully complied with the site's Terms and Conditions. Specifically:

• I have not used the account for commercial purposes or on behalf of third parties;
• I have not engaged in any fraudulent activity or used unauthorized payment methods;
• I have not collaborated or shared information with other users;
• I used the bonuses in full compliance with the conditions set out, regularly completing the wagering requirements before the funds were converted into real balance.

In light of the above, I kindly ask you to provide:

• a detailed and specific explanation of the alleged infringement being contested;
• the concrete evidence on which your decision is based (game logs, transactions, any anomalies detected);
• the precise indication of the clause of the Terms and Conditions that you believe has been violated.

In the absence of such information, I believe the seizure of funds is unjustified and will be forced to escalate the matter to the relevant regulatory authority and other dispute resolution bodies.

I await your feedback and a review of the case.

Best regards

Gentile Casino Pandido,

ho preso visione della vostra comunicazione relativa alla chiusura del mio conto e alla confisca dei fondi.

Contesto formalmente la vostra decisione, in quanto ritengo di aver rispettato integralmente i Termini e Condizioni del sito. In particolare:

• non ho utilizzato il conto per scopi commerciali o per conto di terzi;
• non ho intrapreso alcuna attività fraudolenta né utilizzato metodi di pagamento non autorizzati;
• non ho collaborato o condiviso informazioni con altri utenti;
• ho utilizzato i bonus nel pieno rispetto delle condizioni previste, completando regolarmente i requisiti di wagering prima che i fondi venissero convertiti in saldo reale.

Alla luce di quanto sopra, vi chiedo cortesemente di fornire:

• una spiegazione dettagliata e specifica della presunta violazione contestata;
• le prove concrete su cui si basa la vostra decisione (log di gioco, transazioni, eventuali anomalie rilevate);
• l’indicazione precisa della clausola dei Termini e Condizioni che ritenete sia stata violata.

In assenza di tali informazioni, ritengo la confisca dei fondi ingiustificata e mi vedrò costretta ad inoltrare il caso all’autorità regolatoria competente e ad altri organismi di risoluzione delle controversie.

Resto in attesa di un vostro riscontro e di una revisione del caso.

Cordiali saluti

Dear nan74,

Thank you for your patience.

We would like to inform you that we are currently finalizing the requirements for your account verification. Once this is completed, you will be able to receive your remaining balance.

Please wait for a follow-up email from us, which we will send very soon. This email will contain a specific list of the documents required to complete your verification and process your funds.

Thank you for your cooperation.

Best regards,

Pandido Team

Okay, as soon as I receive your email I will send you all the necessary documents.

I'm waiting for updates.

Va bene, appena ricevo la vostra email vi invierò tutti i documenti necessari.

Rimango in attesa di aggiornamenti.

It's been a week but I still haven't received any email from Pandido Casino.

E' passata una settimana ma non ho ancora ricevuto nessuna email da parte del casino Pandido.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I finally received the email requesting documents from the casino.

I have submitted all the required documents and am now awaiting verification and payment of my remaining balance.

I also provide the payment details for my remaining funds below:

Payment Method: Cryptocurrencies

Cryptocurrency: ETH

Network: ERC20

Wallet address: 0xC52586Ab304fb425FBDF7b02E13326fe67f2F41a

I'm waiting for news from the casino.

Thank you

Ho finalmente ricevuto l'email di richiesta documenti da parte del casino.

Ho inviato tutti i documenti richiesti e adesso attendo la verifica e il pagamento del mio saldo residuo.

Fornisco anche i dati per il pagamento dei miei fondi residui di seguito:

Metodo di pagamento: Criptovalute

Criptovaluta: ETH

Rete: ERC20

Indirizzo del wallet: 0xC52586Ab304fb425FBDF7b02E13326fe67f2F41a

Attendo novità dal casino.

Grazie

Dear nan74,

I hope this message finds you well. I wanted to follow up and inquire if you have received the remaining balance from the casino. Please let us know at your earliest convenience, and we will proceed to mark your complaint as resolved.

Thank you for your continued support.

No, I haven't received my balance yet, I'm still waiting for the casino to pay me.

No, non ho ancora ricevuto il mio saldo, sto ancora aspettando il pagamento da parte del casino.

Dear nan74,

We kindly inform you that we have sent to you e-mail regarding the last document needed for your verification.

Thank you for your cooperation.

Best regards,

Pandido Team

Dear Pandido Casino, I confirm that I also sent you this last document today.

I'm waiting for updates.

Gentile Pandido Casino, le confermo di avervi inviato anche questo ultimo documento in giornata odierna.

Rimango in attesa di aggiornamenti.

Dear nan74,

Please, be informed that we are in contact with our relevant team and we will have updates for you at the nearest time.

Thank you for your patience.

Best regards,

Pandido Team

Dear nan74,

Thank you for your continued patience.

We would like to inform you that our Verification Team is still reviewing your documents. This process is taking slightly longer than expected due to a high volume of requests, but we are working to finalize it as soon as possible.

We will notify you immediately once the review is complete.

Best regards,

Pandido Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

apologies for the delay.

We have now asked the relevant department for updates regarding the customer's verification process. Once there is update you will be notified as soon as possible. Thank you for the understanding!

Best Regards,

Team Pandido

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the New Brunswick Gaming Authority (https://thetgc.ca/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of Pandido Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear nan74,

We kindly inform you that your account has been verified successfully and you may start conducting your withdrawal requests.

Thank you for your cooperation.

Best regards,

Pandido Team

Dear nan74,

We are pleased to inform you that you can now proceed with the withdrawal process. We kindly ask that you keep us updated once you receive the funds from the casino. Thank you for your continued support and cooperation.

Dear nan74,

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.

The casino paid a €1,000 withdrawal, but hasn't yet paid the €500 withdrawal requested on June 16th, so I'm still waiting.

Il casino ha pagato un prelievo da 1000 euro, ma non ha ancora pagato il prelievo da 500 euro richiesto il 16 Giugno, quindi sono ancora in attesa.

Dear nan74,

Thank you for your update. I would greatly appreciate it if you could keep us informed of any new developments. Thank you for your ongoing support and assistance.

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

Dear nan74,

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,

Jana