They asked for identity verification - I sent all my documents, passport, bank card statement, selfie with passport and a sheet with the casino name written on it.

After that, access to the account was closed - no one explained the reasons. They didn't want to listen to me. I thought they would figure it out and restore everything, but I still don't have access to the account.

Запросили вериф?кац?ю особу - скинув ус? документи, паспорт, виписку з банк?вскьо? картки, селф? з паспортом ? аркушом з написом назви казино.

П?сля чого доступ до рахунку було закрито - причини н?хто не пояснював. Слухати ? чути мене не хот?ли. Думав, що розберуться ? все в?дновлять, проте доступу до рахунку нема? ? дос?

Dear alexeydp85,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Dear alexeydp85,

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.

Hello. It was mainly slots and sports betting.

No account verification information was received.

The winnings accumulated without a bonus.

Прив?т. В основному це були слоти ? ставки на спорт.

?нформац?я щодо вериф?кац?? рахунку не надходила.

Виграш накопичував без бонусу.

Thank you very much for your reply, alexeydp85. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Good evening. I have sent you all the correspondence in your email.

Добрий веч?р. Скинув Вам на пошту усю переписку

Thank you very much, alexeydp85, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]u) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear alexeydp85,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betpanda Casino representative to join this conversation and participate in resolving this complaint.

Dear Betpanda Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

Certainly, happy to elaborate.

Before we do so however, we wish to clarify that the user's account was blocked due to suspicious sportsbook activity discovered in an investigation initiated and carried out by our Sportsbook provider.

While they had played some slots, basically all of their activity happened in the Sportsbook, not in the casino.

We have sent the necessary information to Stefan.

Dear Betpanda Casino,

Could you please provide us with evidence that almost all of the player's activity involved sports betting and that his account was restricted due to this activity? You can send it to my email address [email protected].

I'll be awaiting your reply.

This is some kind of surprise. I placed bets as usual. Yes, I placed a lot. From time to time I played slots, I didn't break any rules. Suspicious activity in a bookmaker's office - what kind of definition is that? HOW MANY BETS PER DAY???

A bunch of deposits, a bunch of withdrawals.

They limited the size of bets and some slots, which are more or less, and when 400 USD remained on the account, they blocked it altogether... what are we talking about??? These are damned scammers, with whom you can't have anything to do. Let them give the money and I'll forget about them, like a terrible dream. No wonder the security index is LOW.

Це якийсь сюр. Робив ставки як звичайно. Так, ставив багато. Час в?д часу крутив слоти, жодних правил не порушував. П?дозр?ла активн?сть в букмекерск?й контор? - це що взагал? за визначення? ЦЕ СК?ЛЬКИ СТАВОК ЗА ДЕНЬ???

Купа депозит?в, купа вивод?в.

Обмежили розм?р ставок ? деяк? слоти, як? хоч б?льш-менш, а коли на аккаунт? залишилося 400 юсдт, взагал? заблокували його... про що взагал? мова??? Це клят? шахра?, з якими не можна мати справи. Нехай в?ддадуть грош? ? забуду за них, як про жахливий сон. Недарма ?ндекс безпеки НИЗЬКИЙ.

Dear alexeydp85,

As you might know, our forum deals with complaints about online casinos only. I understand it must be frustrating for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

If it’s convenient for you, we can continue our communication through e-mail. My email address is [email protected]. Thank you very much for your understanding.

Kind regards,

Stefan, www.kpvfaw.com