Reopened my permanently closed account requesting refund of deposits after 3 September 2025

I am the account holder. Betpanda (Star Bright Media S.R.L., operating betpanda.io and betpandacasino.io) has blocked my account and is holding USD 524,974.85 that I won on its own live roulette, on bets its system accepted in real time and settled. I am asking Betpanda either to release that balance or to produce the evidence it claims to hold.

I opened the account on 22 February 2026 with a deposit of 500 USDT. Over the life of the account my total deposits were 15,620.77 USDT. On 14 May 2026 Betpanda asked me to verify my identity. I did, and Betpanda approved it. The account continued with no observation of any kind about my identity, my country, or my documents. Because of my wagering volume, Betpanda placed my account in the highest tier of its VIP program and gave me a dedicated account manager and a separate priority channel.

Between 22 February and 23 June 2026 Betpanda paid me 68 separate withdrawals in USDT, totaling 314,447 USDT. Every one of those payments is recorded on the blockchain and is independently verifiable. This shows two things: Betpanda paid this account, without objection, over four months, and it treated the same type of play as legitimate, in both winning and losing periods, until the balance became large.

On 18 and 23 June 2026 I played a live roulette table offered by Betpanda in its normal interface. Every bet was accepted by Betpanda's system before betting closed, and every win was credited automatically to my balance. My balance reached USD 524,974.85. Betpanda began processing the withdrawals and in fact made payments to me on 23 June 2026, the same day as the second session. It then stopped, blocked my account on 29 June 2026, and kept the balance. I played from my usual computer and connection in Ecuador, with no VPN, proxy, or remote server. When Betpanda's own support suggested using a VPN during an access problem, I declined in writing and waited.

Betpanda first cited a generic breach of its terms (ticket 8XURO3). I filed a formal complaint, as its own support team instructed. Betpanda replied (ticket F5YC9D) citing clause 5 of its anti-fraud policy and stating it had carried out an analysis together with the game provider. It has refused to identify which clause my conduct supposedly breached, what conduct it means, which rounds or sessions it examined, what method it used, or to show me the provider's report, saying disclosure would compromise future investigations.

Betpanda verified me and approved it. It gave me its top VIP tier for the volume of this exact activity. It accepted and settled every bet. It kept paying me on the very day of the second session it now disputes. It has never voided a single round, and has never asked me to return the 314,447 USDT it already paid me. If Betpanda genuinely believed my play was improper, the consistent remedy would be to reclaim what it paid. It reclaims none of it and simply keeps the balance it still holds. A company that keeps the winnings but never reclaims the payouts is choosing an outcome, not enforcing a rule.

Betpanda later offered to refund only my deposits, 15,620.77 USDT, under 3 percent of the sum it is holding, on condition that I sign a confidentiality document. I declined. I am not seeking anything beyond the balance Betpanda's own systems credited to me.

I am asking for release of my full balance of USD 524,974.85, or production of the evidence and the game provider's report Betpanda claims to rely on.

I am writing this to warn other players about my experience with Betpanda.io. I have been using this site for a couple of months for sports betting and casino games without any issues—until I actually won.

Two days ago, I was asked to complete a KYC verification. Immediately after submitting my documents, I attempted to withdraw my balance. My withdrawals were repeatedly rejected. After contacting support, I was told an "internal investigation" was underway.

A few hours later, I received an email stating that I had violated their terms and conditions. No specific reason, no evidence, and no explanation were provided. I can guarantee 100% that no rules were broken:

I do not use VPNs (even though they claim to allow them).

I do not use any third-party software or bots.

I do not engage in "value betting" or arbitrage.

I have never had issues with any other reputable bookmaker.

The most absurd part? They gave me 72 hours to withdraw only my last deposit (approx. $200), while confiscating the remaining $500 of my legitimate winnings. If I had truly violated their terms, why would they return the deposit at all? This "act of good faith" is a transparent attempt to steal my profits while trying to look "fair" on paper. If there was a violation, prove it. If not, pay out the full balance.

Betpanda.io is acting like a typical "scam" site that welcomes your deposits but finds excuses to seize your funds the moment you become a profitable player.

Verdict: Avoid this site at all costs if you value your money and your time.

Sorry for my english, hope it will be clear

Hello,

Since ~ two weeks since, and I still don't have any update from Betpanda about my case:

My account was closed instantly after my first request of withdrawal. KYC was requested by email ( ID, utility bill, proof of deposit and record short video of their embarrassing text being spoken ). All requested documents and video was sent and since that moment no updates. They ignored my emails with my questions when my account would be open again or when my withdrawal would be processed.

Gambled only on sports events ( football, basketball ).

Amount of requested withdrawal is: 1697$

Good morning,

After creating an account at this house and playing only twice, winning both times at the casino, documentation was requested for security verification, and after sending this documentation.

It took 13 days to analyze it, and today, they informed me that the account violated the terms and conditions and will be permanently closed. That's why I'm making this complaint.

They are blocking almost 19K USD, which corresponds to more than 100K BRL

Ticket ID: CRM761

This is the ticket for the documentation request

Ticket ID: NANO68

This is the ticket for the permanently closed account warning

I have all the proof here in the email, requested documentation, etc., but I can't attach it because it's giving an upload error.