On November 22nd I have registered to betpanda. On 25th of Nov i asked for first withdrawal and it was sent quickly. Second withdrawal was asked on 27th, after one day my account was closed and I was asked to proceed with KYC. Here is the requests:

Please provide the following documents within 5 days of receiving this email:

* Proof of Identity: A clear copy of a government-issued photo ID, such as a passport, driver’s license, or national ID card.

* Video Verification: A single, uninterrupted video showing your face from the front and side, followed by you stating:

""I have read and fully understand the Betpanda Terms & Conditions. I am not part of any betting syndicate activities, and I fully understand the consequences of such actions. I also understand that Betpanda has the right to decide if the account should remain open after such suspicions at their own discretion.""

* Proof of Address: A utility bill or bank statement, dated within the last three months, showing your full name and current residential address.

* Proof of Payment: A screenshot of deposits to your Betpanda account, with the crypto address and amounts clearly visible.

After I sent it on 29th, further emails were ignored and live chat just told they cant help me, wait for an email. Could you help me retrive my money? Thanks

Hello Kebabjoo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betpanda Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the whole verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Ive sent all requested documents, mentioned before, on 29th of November last year. Since that day they are not responding to any of my emails. They did not replied to my sent documents anything.

Ive talked to them only through live chat, but their answer is always the same: i cannot help as your case is being investigated by security team. Wait for their email

Thank you Kebabjoo for all the information provided.

I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Kebabjoo,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Betpanda Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information about the case? Please specify if you have received all the requested documents from the player and when Kebabjoo can expect updates regarding the KYC. To my understanding, it's been nearly 1,5 months since you should have started reviewing the documents.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, [email protected].

Kind regards,

Natalia

Hello Natalia,

We have forwarded you the evidence relevant to this case.

Please review it and do let us know if you need anything further from us.

Thank you for the prompt response, Betpanda Casino.

Dear Kebabjoo, we have received some details from the casino and your issue turned out to be purely sports betting related. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

I'm truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Regards,

Natalia