What Happened
A player says they played at Betpanda only twice and won both times, then were asked for documents for a security check. The casino took 13 days to review them and then said the account broke its terms and would be closed for good. The player says about $19,000, roughly 100,000 Brazilian reais, is being held.
How It Developed
- Complaint opened. The player said an upload fault stopped them from adding the documents and emails.
- A casino representative said it would answer the player in their existing email thread.
- The player shared an email address for that exchange, and the mediator asked for updates.
- The player later said the casino had not written since it asked for an email address.
Unresolved
The casino promised an email reply that, the player says, never came. The $19,000 is still held.
What Has (and Hasn't) Helped
Moving the talks to email did not help: the casino went quiet once the player shared an address. Keep the dispute on the mediator's page, where the casino's answers stay on record.