Pandido Casino - 選手の退出手続きが遅延しています。

The casino refuses to verify my account. I have submitted all requested documents on time, but my withdrawal is still blocked after a two-month struggle. My KYC was already approved once, yet the withdrawal remains restricted. The casino’s only response is that the relevant department is reviewing the documents. However, there has been no progress at all, even though it has been two months since my win.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear akinilkkinen,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I’ve already sent a photo of my passport, proof of address, and a selfie holding my passport with the casino site visible in the background. All of these were approved, and the casino enabled withdrawals on my account 16.3. However, when I tried to make a withdrawal, it was rejected and withdrawals were blocked again. After that, the casino asked for a bank statement, which I sent. It has now been two weeks, and the casino only replies to my emails saying that they are still reviewing the documents. I have sent all the documents exactly in the requested format.

Thank you very much for your reply, akinilkkinen. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Attachments sent to email.

Liitteet laitettu sähköpostiin.

Dear akinilkkinen,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

The casino finally accepted the transaction and opened payments. The first 500e withdrawal was received from the casino.

Kasino hyväksyi vihdoin kycin ja avasi maksut. Ensimmäinen 500e nosto saatu kasinolta.

Hello akinilkkinen,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Pandido Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello akinilkkinen,

I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation that all funds have been received.

Dear akinilkkinen,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru