Betpanda Casino - BetPanda.io の無責任な行為に対するプレイヤーの苦情。

Urgent Complaint Against BetPanda.io – Irresponsible Gambling Practices

Dear Casino Guru Complaints Team,

I am writing to formally lodge a complaint against BetPanda.io for their irresponsible gambling practices, failure to provide adequate player protection, and their complete lack of response to my formal refund request.

1. No KYC Verification Before Depositing $35,000

BetPanda.io allowed me to deposit $35,000 without requiring any KYC (Know Your Customer) verification.

I was not even asked for my name before making deposits, which means underage or vulnerable players can easily access their platform.

2. Failure to Provide Responsible Gambling Support

While gambling on their platform, I reached a state of extreme distress and was on the edge of suicide.

I reached out to their priority support manager on Telegram, explaining that I could not stop playing and needed help.

Instead of taking immediate action (such as restricting my account or offering self-exclusion options), they offered me a bonus, further encouraging my gambling.

3. Ignoring My Refund Request for Nearly a Week

After this experience, I formally complained to BetPanda.io and requested a full refund of my deposits.

It has been nearly a week, and I have received no response from them regarding my request.

This situation demonstrates serious ethical breaches and a failure to protect vulnerable players. I urge Casino Guru to investigate this matter and take action to warn other players about BetPanda.io’s reckless behavior.

I would appreciate any guidance or assistance you can provide in helping me recover my lost funds and holding this casino accountable.

Following link contains full evidence of the case (screenshots)

https://files.fm/u/rwsrn5c5xu

Dear anandich99,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betpanda Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Is your account currently blocked?
• Could you please explain whether you contacted the casino in other way other than via your VIP manager regarding the refund?

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,

Tomas

Dear CasinoGuru Team,

Thank you for accepting my complaint. I appreciate your assistance in resolving this matter.

To answer your questions:

Is my account currently blocked?

No, my account is currently active. I still have access and continue to receive advertisements from the casino. My account even shows a balance of $17, which I can play with. Additionally, tomorrow, I should be able to unlock $3,400 as part of the standard weekly cashback (10% of my losses from last week).

Have I contacted the casino through other channels besides my VIP manager?

Yes, I have reached out to them through multiple channels:

Priority Support Chat on Telegram

Live Chat on their Website

Email Complaint (I received an automated response stating it could take up to four weeks for a reply)

Despite these efforts, I have not received any meaningful response regarding my refund request.

I hope this information helps, and I look forward to your support in resolving this issue. Please let me know if you need any further details.

They closed my account just now. Blocked me on telegram.

That happened few minutes ago.

Such predatory behaviour should not be left unnoticed.

Dear Casino Guru Team,

I hope you're doing well. I wanted to kindly follow up on my complaint, as this issue is causing me extreme stress. I truly appreciate all your efforts, and I just wanted to check if there are any updates regarding my case. Have you received any response from the casino?

Thank you so much for your time and assistance. Looking forward to your reply

It's not about my losses anymore this people are criminals. I texted them Via live chat hoping to get some answers from them, first attempt was unsuccessful. I'm uploading chat screenshots so you can see yourself who we are dealing with. They basically admitted that playing on their platform was a mistake...

Following link contains evidence of the newest interaction with betpanda live chat support

https://files.fm/u/dzfhaxke4c

I have just received reply to my complaint saying I'm not eligible for refund because country were I reside have restrictions. What country? What restrictions? I'm not resident or India nor UK they dont even know where I'm from they never did a KYC

I'm pasting email that I received from Betpanda, they are just laughing at me. Never done KYC with them. What country they mean? (Understand they are also VPN friendly Casino as they advertise)

Hello,

We are getting back to you regarding the complaint which we received on 13th of March, 2025 and a subsequent refund request.

We have investigated your enquiry and concluded that a refund of your deposits is not possible due to several reasons.

Please refer to the relevant clauses from our Terms & Conditions as per below:

2. YOUR OBLIGATIONS AS A PLAYER

In the jurisprudence of your country or the country where you are currently staying, gambling and/or games of chance may be prohibited.

You are responsible for being compliant to such restrictions and / or bans. It is up to you to ensure that you act in accordance with the laws of your home country or the country where You currently reside.

12. APPLICABLE LAW AND JURISDICTION

The laws of the Country (Costa Rica), excluding its conflicts of law rules, shall govern this Terms and Your use of the Service. Your use of the Application may also be subject to other local, state, national, or international laws. These services shall be provided, governed, and enforced in accordance with the laws of Costa Rica, without regard to its conflict of laws rules. Its courts shall have exclusive jurisdiction.

14.2 Conditions for Returns

In order for the Betpanda.io Balance to be eligible for a return, please make sure that:

The Betpanda.io Balance were not used in any Bets or Tips yet. (this means after the purchase you did not do any actions involving Betpanda.io Balance on Your Account)

Therefore, as you can see, if you are gambling from a jurisdiction from which you are not supposed to gamble from due to local legislations, the responsibility of not doing so lies solely with you as the player. Failing to do so cannot be considered as the fault of Betpanda, and therefore we are not liable for any refunds.

We hope this clarifies the situation for you. Should you have any questions, we are happy to elaborate on them but the decision on the matter is final.

Best rega

rds,

Betpanda Security Team

I'm asking them to give their exact phone number or current office address so we could arrange face to face meeting or my lawyer could call them. They block me on live chat and left me unanswered

Thank you very much, anandich99, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Hello anandich99, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Betpanda Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case the casino representative has a sensitive information that can be shared to support their claim, it can be sent to me directly at matej.l@casino.guru. 

Thank you for your patience and cooperation in advance.

I have received an email from dispute once again saying because my funds were wagered it is against their policy to refund and responsible gambling policies vary based on license. That's a pure lie and spitting on a face.

Hello,

Certainly, as the player has stated, we have explained the case already to them in detail, but we are happy to elaborate.

About the closure request, our terms state as follows:

9. ACCOUNT CLOSURES

You can request to close your account by e-mailing support@betpanda.io from the account connected e-mail.

Due to e-mail being the only way to verify ownership of the account, requests made in live chat cannot be processed.

We generally cannot accept closure requests from Telegram or any other source but email as due to the nature of our casino, it would be possible that the closure request does not come from the account holder.

There are of course situations where judgement can be exercised, as in this case and the account was closed due to Responsible Gambling reasons on 19th March.

Regarding the cashback, this is an automated feature. If the account is open and they have earned cashback rewards, this will be provided to them by the system. Their complaint however needs to go through an investigation process by a dedicated individual and this can take time. Our promise is to reply within four weeks, but as the email which everyone who sends a complaint to us receives, the timeframe is often much quicker than this.

Finally, about the Responsible Gambling regulations and limits being different in each jurisdiction. This is a fact, one cannot compare the requirements for example in the UK to the ones in any other jurisdiction as exact 1:1 copies, because there are always differences between them, their requirements and obligations.

We do understand that this is a very distressing time for the player in question and sincerely hope that they approach an organisation such as GAMSTOP where they can receive help from qualified professionals in order to gain control of their gambling.

Do let us know if you need any further clarification, we are happy to elaborate.

As we all understand here it was not just an account closure request.

I reached out to your priority support manager, clearly stating that I was in distress, struggling with compulsive gambling, and even on the edge of suicide. Instead of acting in accordance with responsible gambling policies, I was offered a bonus and encouraged to continue playing through cashback discussions. This response was completely inappropriate, negligent, and in violation of ethical standards regarding responsible gambling.

For better clarity, I will respond in two posts - addressing each side separately.

Dear anandich99, I will need your help to establish a correct timeline of the events, so please correct me if anything is wrong, and provide additional details to the following:

• You have contacted the VIP manager on 13/03/2025 regarding the gambling issues and account closure
• The manager offered help with self-exclusion and closing the account, but also explained that would void any account balance - so you have refused
• Can you please let me know at what date have you sent an e-mail to the support@betpanda.io requesting the account closure?
• Can you please let me know at what date the account has been actually closed and what was the remaining balance?
• Regarding the 35,000 in deposits, can you provide cashier history showing the deposits and withdrawals since 13/03/2025 until the account closure? The one screenshot provided only shows around 8,900 in deposits (minus the one withdrawal)

Thank you.

Dear Betpanda Casino, thank you for quickly responding to this complaint. Much appreciated. :)

After reading through the player's chat provided in the original post, it seems like the situation has been mishandled by the VIP manager. It is clear that the player was not in the right state of mind, and we believe the judgement call should have been made, and the account should have been immediately suspended.

Regarding the term number 9 about account closure - voiding the account balance due to the account closure is extremely unfair, and against our Fair Gambling Codex. We believe players should not be put in front of a choice of voiding the balance or keeping their account opened - especially not with the players reporting gambling addiction - which is an extremely serious matter.

Alternatively, if the player's account was immediately suspended by the VIP manager, with the only option being withdrawals (no depositing or playing option available), the player could have withdrawn the balance, then request the proper account closure as per your terms. However, leaving a gambling addict with options either losing all the balance or keeping the account opened, we believe that was no real choice at all.

Would you consider reasonably refunding the player and taking down the unfair term - or change it for a fair version that does not threaten vulnerable players with balance loss - or can you propose an amicable solution to this complaint yourself?

Thank you.

Hello,

Thank you for replying.

Just to clarify, the player was able to make a withdrawal of their funds before the account was closed, which could be the reason why it was only closed on the 19th.

The withdrawal was requested at 13:03:46 UTC, processed at 13:12:46 UTC and the account was closed at 13:25:31 UTC.

We are currently waiting to see the exact correspondence from our colleagues to establish an accurate timeline of events.

This would also suggest that judgement is always exercised on a case-by-case basis, especially in Responsible Gambling situations when it comes to withdrawals and forfeiting funds.

As per the terms, we can certainly look into making this a formal addition to the clause. The main purpose of the clause is absolutely not to force people into a decision, but rather prevent players from repeatedly closing and opening their accounts for no apparent reason.

We will email you the findings when we receive all the necessary information.

Dear Casino Guru Support,

Thank you for your response. I am attaching as many screenshots as possible of my cashier history. Since my Betpanda account was blocked on March 19th.

Additionally, I’d like to clarify the timeline: I contacted Betpanda VIP support on March 12th, requesting the permanent closure of my account. The support agent assured me that my account "would be closed." Based on this confirmation, I believed no further action (such as an email request) was required. However, my account remained open, and I continued to deposit and gamble.

To ensure an accurate review, please focus on all transactions from March 12th onward. Based on my estimates, my total activity from March 12th (excluding withdrawals) should be approximately $34,000.(Roughly) However, my deposits on Betpanda began even earlier than that.

Please confirm receipt of this email and let me know if you require any additional details.

Following link contains screenshots from transaction history

https://files.fm/u/s4chu99u99

After the requested I was allowed to roughly deposit above 20 000$

Just mark no KYC nothing.

I'm attaching chat screens from 12th of march to 13 morning, but even earlier than that I said to priority support manager that I was feeling like drugged and could not stop gambling

The withdrawal betpanda representative mentions is weekly cashback 10% of losses that was activated week after. My account remained active and I continued to receive even advertisments.

Dear anandich99, after reading through all the evidence provided, I believe have established some facts and will try to explain the situation from our viewpoint to the best of my abilities.

According to the cashier history and the screenshots of the conversation with the VIP manager, the deposits happened before you mentioned your gambling problems. Stating that "you have felt like drugged" are also not very helpful, as every casino has in its Terms that you should not play under influence of drugs, alcohol or depression. I believe this was just a badly chosen expression of your mental state at the time, but it was mighty unfortunate one.

Another issue is that so far I have not seen your e-mail sent to support@betpanda.io with the request for an account closure due to the gambling addiction. Sadly this casino has no Responsible Gambling policies, but the terms are stating clearly how to get the account closed. Also, as with any case regarding the account closure - the casino needs reasonable time to process the request. Depositing a lot of money, then claiming gambling addiction few hours later to receive a refund (also called "risk free betting"), has been misused with players many times in the past. I am not saying this is your case, just trying to explain why we won't be able to enforce refunding anything you have deposited on the day you have also told the VIP manager about your problematic gambling.

However, your account has been closed later than what we consider a reasonable time, so I will try to negotiate at least a partial refund with the casino on your behalf.

Lastly regarding the KYC - Betpanda.io is promoting itself as an anonymous casino. As such, KYC policies are more relaxed to maintain the status and from our experience the KYC is usually triggered at the stage of withdrawal requests, not the deposits. As this casino has Costa Rican licence which is not much to go by, KYC policy is fully in the hands of the casino and up to the each individual player to decide whether they are OK with such practices.

With this being said, I would like to ask Betpanda Casino if you would be willing to refund the player's balance from 16th March, as at that point your representatives (both VIP manager and live chat agents) were well aware of the player's gambling problem - yet the account stayed opened until the 19th. As I mentioned before, in the ideal case the VIP manager would close the account straight away on the 13th, given the erratic behaviour of the player - requesting bonuses right after mentioning feeling of being drugged and could not stop playing. Although I agree it could have been seen in many different ways and the manager did what they thought was the best at the time.

As for the issue with the term number 9 regarding account closure - who would be the best person to contact regarding amendments to the rule, to change it for a version that would be both protecting the casino against abuse, but also make fair towards the players and gambling addicts? I have found a contact for Mariam on our system - would that be the best person to talk to? Thank you.

Dear Casino.guru support.

If you check my cashier history as well as chats, you will understand that I requested account closure on 12th of march and VIP priority support accepted it. Can you clarify that you get the dates correctly? My deposits from 12th march to 13th of march was more than 20k.

Casino.guru I'm little bit surprised since you missued provided facts, I just repeat my self. Request was done on 12th of March 2025 17:36 UTC . VIP manager response was following "I'll have your account closed". Only after that I lost around 20k. They did not immediately close my account. He got back with me on 13th morning when I was still gambling. Please correct me if I'm wrong and clarify which evidence is not enough to comply with my statement?

13th of March 2025 is the last day of my deposits on their platform.

Once again I'm uploading cashier history

This chat is on 12th of March, I repeat first screenshot contains chats of 12th of March. Please check them precisely

You said : "Another issue is that so far I have not seen your e-mail sent to support@betpanda.io with the request for an account closure due to the gambling addiction. "

Why would I send request them via email if representative VIP Agent told me he would have it closed ?

Hello Casinoguru,

Thank you for your summary regarding the matter.

The user made their latest deposit on the 13th at 12:46:12 UTC and withdrew the funds in the account on the 19th after which the account was closed almost immediately as we mentioned, so there are no funds to refund from the 16th.

Mariam would not be the person to contact about this, we have already internally contacted the right individuals to get this updated.

If you provide us with an email address we can contact you on directly about the details, we will get the right people to do so.

Dear Betpanda Team, the person can contact me directly at matej.l@casino.guru. Thank you for the confirmation of the account closure and the withdrawal. Can you also confirm the account will not be possible to reopen, it has been marked as "closed due to gambling addiction" and all the marketing communication will cease? That will be all.

Dear anandich99, I have asked for additional self-exclusion e-mail to be sent just to have something else in writing too, and to possibly speed up the whole process. If I messed up the dates or missed something, I apologise, but as you can see there are no dates specified on any of the screenshots with the VIP manager, only times.

Unfortunately, as I mentioned in my previous post, casinos do have their own procedures when it comes to closing the players accounts and we do have to give them a reasonable period of time to process the request. Even with the date of your communication with the VIP manager being properly set as 12/03, that is still within the time frame and therefore impossible to enforce any refund. If you agreed with the instant account closure and then lodged a complaint about voided balance - or continued depositing until the final closure on 19/03 - then we would have a case. This way - not so much. You have deposited money, mentioned gambling addiction the next day, and although it took longer than it should, your account has been eventually blocked, any remaining balance withdrawn, and that's it. I will wait for the casino confirming your account will not be possible to reopen and that you will not receive any more communication from them, then this complaint will be closed.

The only thing I can recommend to you going forward, is this free app BetBlocker (https://betblocker.org/de/) that you can install on your computer as well as mobile, that will keep you safe from gambling sites, and help you avoid problems like this one in the future. Furthermore, if you truly feel like the gambling addiction is getting the better of you, I would recommend seeking professional help close to your home, for which you can use the following database: https://casinoguru-en.com/problem-gambling-help-centers#cnt_33=true

Hopefully I have managed to explain everything in detail, but if you have any more questions, I will be more than happy to answer them.

That's a little bit weird thing from your side, so you mean if player is in clear distress saying he is on the edge of the suicide and can't stop gambling and has direct communication with VIP support, it's okay for casino to delay account closure allow players to further continue gambling and depositing roughly 20k and you consider reasonable time 1 week after ? Is this really according to your fair/responsible gambling policies?

My point is I asked VIP support manager to close my account he agreed, after I continued to deposit and gamble, you can easily reconsider and double check transaction dates/times and compare it to my messages with an priority (VIP) manager.

Just double check screenshots and you will easily determine date and time of this conversation.

I would like to raise a concern about it because what's the point of having responsibile gambling policy if it won't guarantees da safety of the player ? Let's say in my case I asked support to close my account (mentioned suicide and clear distress) knowing that they offered me a bonus allowed me to continue, so next day while I was still gambling suddenly he texts me he will block my account obviously I was surprised and said "im playing now"

So do you really consider that's to be responsible action to allow me to play after clear signs of addictions/suicide/significant stress? I'm not asking for full refund I mean I'm. It asking to refund money that has been lost before my complaint. I'm surprised because the way you describe it it's okay for casino allow players to continue gambling while knowing about problems and close account after a week? Did they pay or what does it mean? I have been reading all of the responsible gambling policies even your codex and I never found statement that would consider betpanda casinos actions fair.

Any ways I have rights, I'd you can't and won't see this as a clear violation at least help me to get their contract phone number or office location where they are really located so I'll let my lawyers handle it

Dear anandich99. I have read once again through your conversation with the VIP manager, and frankly even I have no clear idea what was happening. Once you say you are struggling with the gambling issue, next you ask for the bonus. Then you mention suicide, so the manager is about to close the account. Yet, you immediately tell them not to, because you are still playing, you want your cashback and talk about bonuses again. I am no psychologist (so is not the VIP manager) and in cases like these it is extremely hard to decide who is a real gambling addict, and who just wants to squeeze an extra bonus from the casino. If it was me personally, I would close your account immediately and would not even continue the discussion. This was the manager's tough call to make and it was decided to keep the account open. Whether it was the right choice, that will always be questionable. Feel free to show the conversation to your lawyer and see what they think, but I doubt they would smell a winner. Especially since your screenshots of the conversation with the manager contain no dates.

Since you have withdrawn all the remaining balance and the account has been closed, there is not much else I can ask from the casino, and this case will have to be rejected. Once again, I would like to recommend for you the app BetBlocker (https://betblocker.org/de/) that you can install on your computer as well as mobile, that will keep you safe from gambling sites, and help you avoid problems like this one in the future. Furthermore, if you truly feel like you can't deal with the gambling on your own, I would strongly recommend seeking professional help close to your home, for which you can use the following database: https://casinoguru-en.com/problem-gambling-help-centers#cnt_33=true.

Thanks for your reply,

It's already a won case, I really don't understand why you refuse to see violations ? dont just read Texts read time also, I asked them to close the account and mentioned I could not stop gambling, obviously I continued to deposit and gamble that's what "can't stop gambling means" on that state of mind obviously you are getting as much as you can since they offered me a bonus what shall I do ? Refuse? After the session I texted them once again I lost everything and was edge of suicide, he replied to me some big texts advised me to ask for help on which I replied they are causing that and that needs to stop so after no response at all, so on the NEXT DAY when I was still gambling he texted me now he is going to close the account. I'm tired of explaining same thing over and over again. honestly you mentioned from the begging case was mishandled by VIP Support, when it comes to my lawyers they are already aware about it and believe me there are so many violations about this casino and about this case they could even go to jail for that. We are just confused why you don't pay attention to that violations even if casino is registered in Costa Rica we are ready to act accordingly, they refuse to give me reference number for the case or legal contact details, so please help me to get them even if you refuse to see clear violations at least help me to get legal contact address and reference number for that case so my legal representatives will act accordingly.

PS

Casinoguru support you missued some very important facts about this case, you mentioned I complained after I lose everything not before, which is not true I want people to know truth about this case and about this casino adjust your previous comments accordingly, you don't have to be psychologist I mentioned could not stop gambling and was edge of suicide and lost. A home literally so please don't try to justify their predatory behaviour.

Account must be closed immediately.

I demand full refund of all the deposits not just 20k. There are so many violations about this casino that I were not aware of, basically we have 6-7 pages of violations written about This casino and planning to act accordingly.

I did not even know about bonuses how come I was trying to squeeze bonus from them? They offered me it without me asking for it.

Screenshots contains dates you could just look precisely and would understand. You read chat and understand it's 12 of march time is pm and on the next day AM you could not determine it was 13 of march ?

Be honest casinoguru did they pay you ? You promote casino that has no tools to prevent underage gambling what the hell are you talking about

I have not withdrawn remaining balance I lost everything after a week they just deliver weekly cash back which was 10% and that was the amount I withdrawn

I have sent them a official letter from my legal representatives, I can't upload it here unfortunately you only allow upload pictures but I can copy and paste text

**Subject: FORMAL LEGAL NOTICE REGARDING CUSTOMER DISPUTE & REGULATORY COMPLIANCE FAILURES**

To Whom It May Concern,

This letter serves as an official legal notice on behalf of our client, whose registered email is **anandich99@gmail.com**, regarding a serious dispute with your platform, **BetPanda.io**. The complaint involves multiple legal, ethical, and regulatory violations that demand immediate resolution.

---

### **1. Regulatory and Legal Non-Compliance**

BetPanda.io operates under a Costa Rican registration, which lacks a dedicated gambling regulatory authority. However, this does not exempt you from complying with **international consumer protection laws, financial regulations, and ethical gambling standards**.

Your **Terms & Conditions explicitly state that no regulatory body enforces them**, which is an **admission of non-compliance** and raises serious concerns about the **legitimacy of your operations**.

Additionally, our investigation has determined that **BetPanda.io is owned and operated by Star Bright Media S.R.L.**. Despite this, we have contacted the casino directly to ensure prompt resolution.

---

### **2. Negligence in Customer Welfare**

Our client reported **extreme gambling distress, including suicidal thoughts**, yet your **VIP Support Manager refused to act immediately**. This constitutes **gross negligence** and exposes your company to **potential criminal liability** under consumer protection and corporate responsibility laws. Specifically:

- **Failure to prevent harm** after a customer explicitly indicated a crisis.

- **Failure to implement responsible gambling measures**, including self-exclusion mechanisms.

- **Encouraging and allowing further gambling despite evident distress.**

---

### **3. KYC Violations & Unregulated Transactions**

Our client was permitted to deposit funds **without undergoing any Know Your Customer (KYC) verification**, violating **Anti-Money Laundering (AML) regulations**.

Additionally, BetPanda.io does not explicitly promote underage gambling; however, **it lacks the necessary tools to prevent it**, exposing your platform to serious regulatory breaches.

Furthermore, all transactions were **processed via cryptocurrency**, further raising concerns about financial transparency and compliance. Cryptocurrency transactions do not shield you from legal obligations, and we are prepared to **pursue legal action in Costa Rica** and internationally to ensure accountability.

We have **collected and documented all communications with your platform**, including interactions through **live chat, Telegram VIP support, and email**. These records serve as **evidence** and will be used against you in court should the dispute escalate.

---

### **4. Deliberate Obstruction of Legal Process**

Upon initiating a formal complaint, your platform **refused to provide a reference number or direct legal contact**. This constitutes **willful obstruction** and further highlights the necessity of **immediate intervention by legal authorities**.

Additionally, we are **closely monitoring the dispute on Casino Guru** but do not consider it a **legitimate legal dispute** since Casino Guru is not a regulatory or legal enforcement body. A resolution must be pursued through **formal legal channels**.

---

### **DEMANDS FOR IMMEDIATE ACTION**

To avoid legal escalation, we require BetPanda.io to take the following **immediate actions**:

1. **Provide a formal case reference number and a direct legal contact** for dispute resolution.

2. **Issue a full refund** of the disputed funds to our client.

3. **Disclose full transaction records**, including deposit history and communication logs.

---

### **Legal Consequences of Non-Compliance**

Failure to meet these demands will result in **aggressive legal action**, including but not limited to:

- **Filing a lawsuit in Costa Rica** to hold BetPanda.io accountable for fraudulent and unethical business practices.

- **Pursuing claims through international courts**, including arbitration and legal proceedings under consumer protection laws in relevant jurisdictions.

- **Working with cryptocurrency forensic investigators** to track and freeze funds associated with non-compliant transactions.

- **Publicly exposing BetPanda.io’s practices** via major media outlets and consumer protection organizations.

- **Engaging with international regulatory bodies** to seek enforcement actions in countries where BetPanda.io operates.

---

### **Final Notice**

We expect a **formal written response within seven (7) days** of receiving this notice. Failure to respond will trigger **legal escalation without further warning**.

-

Dear anandich99, I will answer everything point by point now, before rejecting this complaint, since you have escalated this issue to the law firm and thus is beyond mediation.

• Being paid by the casino: We do not get paid by any casino. We also get nothing from any money we manage to negotiate for the players. This is a completely free service for the players, to help them out if we can, and if they prove they have been mistreated by the casino.
• Promoting Betpanda.io on our website: if you check the rating, this casino has safety index of 4.2, which is categorised as BAD and not recommended to playing in. Also with over 8,000 casinos being listed on our website, with low rating ones being pushed to the bottom of the list, there is a very low chance of anyone seeing this casino review, unless specifically searching for it. So as you can see, we do not promote this casino - and once again - are not paid by it.

• Conversation date: you are correct, the conversation screenshot does contain the date, I have missed it before. For that, I apologise.
• Deposits: no court in the world would refund deposits made days prior to you mentioning gambling addiction to the casino representatives, therefore anything deposited before 12/03 is irrelevant to this case.
• Chat with VIP manager: I personally believe your account should have been closed immediately after mentioning suicide, but as is visible from the conversation, you also mentioned you were "feeling like drugged", a statement that any good lawyer will use against you to dismiss the case on pretence of you playing under influence, and talking nonsense while not being in full possessions of your faculties. Instead of following the procedure and sending an e-mail asking for an account closure (as per casino's T&C), you ask for a bonus after a huge loss and overall even I am unable to tell whether you are a serious gambling addict, or just an upset VIP player. You have deposited a lot of money on 12th and 13th, but nothing ever since, which also suggests you can stop if you want to. But to be fair, only a certified psychologist can answer the question of your gambling addiction. Make sure to consult one before bringing this to court. Another problem is you told the VIP manager straight and plain to NOT close your account, once it has been suggested. The manager only did what you told them to do.

• You not asking for bonuses: please see the first screenshot above, also in the second one seems like you are very much concerned about cashback, rather than gambling addiction.
• Casino's KYC procedures: I can't comment on that since I am not a casino representative. Only thing I can add is, that you have decided to play in a semi-anonymous crypto casino whose hook is that you can play anonymously and deposit/withdraw via crypto, which is also nearly impossible to trace. KYC is straight opposite of anonymity. Therefore I am unsure why you now find lack of verification strange and unlawful now, since it did not prevent you from becoming a customer of this casino in the first place.

• Final thought: There is nothing more we can do. Given the fact that you have 1.) told your manager to keep your account open, 2.) waited for the cashback withdrawal with no further deposits, 3.) casino closed your account after last withdrawal 4.) we have no right to request any extra refunds, 5.) and since you have already escalated this to the court of law and pushed it beyond any mediation options, this complaint will now be closed as 'rejected'. I am sorry I was unable to help further in this case, but now it is in the hands of your lawyers. Good luck.