Betpanda Casino - Вывод средств игрока задерживается из-за проверки безопасности.

More than two days ago, I initiated a withdrawal of 5 Solanas on betpanda.io. I had been depositing and losing for several days, but I was on a good streak and decided to cash out some winnings. Usually, I've made withdrawals and they are quick to pay, but when it took more than a day, I contacted them and they told me that my account is undergoing a routine security review. My balance is currently negative, as I have lost more than I have won. I haven't done anything unusual, just regular sports bets. Besides those 5 Solanas pending withdrawal, I have 6.43 Solanas in the account. They haven't asked me for any documentation to verify my identity or anything, just a routine security review, but something feels off. I would like to withdraw everything, this doesn't give me a good feeling.

Hace más de dos días inicié una retirada en betpanda.io de 5 Solanas. Llevaba varios días depositando y perdiendo, pero llevaba buena racha y decidí sacar algo de ganancias. Normalmente he hecho retiros y siempre suelen ser rápidos en pagar pero al tardar más de un día me puse en contacto con ellos y me han dicho que mi cuenta está pasando por una revisión rutinaria de seguridad. Mi balance ahora mismo es negativo, he perdido más que ganado. No he hecho nada raro, apuestas deportivas normales. Ademas de esos 5 Solanas que están pendientes de retiro tengo dentro de las cuentas 6.43 Solanas. No me han pedido documentación para verificar mi identidad ni nada, sólo una revisión rutinaria de seguridad pero me huele raro. Me gustaría retirar todo, no me da buena espina estás cosas.

Dear inesmariad,

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 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,

Kristina

Hello, thanks for replying. I update that the 5 solanas are still pending and now I have 13 more solanas in the account. At no time have I been required to verify the account, in fact it is a casino without KYC. Likewise, if they ask me for any document I will have no problem attaching it. I am still waiting for a response from the casino. Now the total amount is more than €3,500. I will remain waiting, I hope you can help me recover what is mine.

Hola, gracias por responder. Actualizo que los 5 solanas siguen pendientes y ahora tengo 13 solanas más en la cuenta. En ningún momento se me ha requerido verificación de la cuenta, de hecho es un casino sin kyc. Igualmente si me piden cualquier documento no tendré problema en adjuntarlo. Sigo a la espera de alguna respuesta por parte del casino. Ahora el monto total es de más de 3500€. Me mantendré a la espera, ojalá podáis ayudarme a recuperar lo que es mío.

Thank you for your reply, inesmariad. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear inesmariad,

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.