What Happened
A player from Norway says they emailed Betpanda on 2 October 2023 asking for their account to be closed, and were told accounts can only be closed after a month without activity. A second request on 8 October, which they say mentioned an addiction, went nowhere either, and they kept depositing until a formal complaint got the account shut within a minute. They asked for the deposits made after 8 October back, about $285. Betpanda told the mediator by email that the first request got a canned reply, then stopped answering.
How It Developed
- 2023-10-17Complaint opened; the mediator asked for the emails and whether deposits were made between the two requests.
- 2023-10-30Betpanda had not joined the thread, so the mediator extended the deadline.
- 2023-11-18The mediator shared the message sent to the casino: a player who declares a gambling problem should be blocked at once, the account took 12 days to close, and without more information a refund would be justified.
- 2023-11-26No reply came, so the case was closed as unresolved for a failed self-exclusion, with a hit to Betpanda's rating.
Unresolved
The mediator said the self-exclusion was mishandled and a refund looked justified, but Betpanda stopped answering.
What Has (and Hasn't) Helped
Telling the casino plainly about the addiction mattered: the mediator said an account should be blocked as soon as a player reports a gambling problem. It did not get the money back because Betpanda stopped answering. Keep every email with its date; the gap between your request and the actual closure is the whole case.