Betpanda.io Casino - Account blocked and confiscation of deposit and balance

Hello,

We have already provided the user information about this case exhaustively through several mediums, but we can of course provide this to you as well.

The user's betting behaviour was flagged as suspicious by our betting provider. Once we received such a flag from them, accounts are closed as per our Terms and Conditions:

5. ANTI-FRAUD POLICY

In the interests of fair play, it is not permitted to utilise or deploy any novel or recognised betting techniques while using our services which are designed to circumvent the standard house edge in our casino games nor the sportsbook. Should we detect that You have engaged in any activity of this nature, we may immediately suspend, terminate or restrict access to Your Account and/or retain any funds on the account.

This is information that comes from them, so should a user wish to contest a decision when it comes to their betting behaviour, this should be done to BetBy as only they can provide you with further information on why this was flagged.

As per the deposits, it is clearly stated in our Terms and Conditions, to which all users agree to upon creating an account, that deposits are non-refundable once wagers have been placed with them.

14. REFUND POLICY

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 we fail to see how the user would be eligible for a refund under these circumstances (user had used the funds to place bets), considering the two clauses above.

We do understand your frustration and understand that this is not the outcome you were looking for, but we recommend contacting BetBy regarding the matter.

Do let us know if any of the points require further clarification.

Dear Betpanda Team,

Thank you for your reply. I would like to address the points you raised:

1) Betting History: I have repeatedly requested my betting history to verify the alleged "suspicious behavior." Until now, you have refused to provide it. Without this transparency, how can I contest the claims made by BetBy or defend myself? I kindly ask again for my full betting history.

2) BetBy Responsibility: While you suggest contacting BetBy for further details, they are a service provider and not the entity holding my funds. Based on my research, BetBy offers odds and sportsbook services to bookmakers like you. They do not handle user disputes and will likely never respond to me as I am not their client—you are. Therefore, the responsibility for resolving this issue lies with you.

3) Deposit Confiscation: I strongly disagree with your decision to confiscate my deposit. Even if BetBy flagged my winnings as "illegitimate," the $1,000 deposit is my own money and has no connection to any alleged violation. Retaining my deposit is both unreasonable and unfair.

4) Terms and Conditions: The refund clause you cited refers to cases where users attempt to withdraw unused funds. This is not my situation. I used my funds in good faith, and you confiscated them after the bets were placed. No terms and conditions can justify withholding a user's initial deposit in this manner.

If I have said anything incorrect in this response, I look forward to AskGamblers' clarification. As I have mentioned before, I have never experienced an issue like this in my life, and I am learning how these situations work step by step. I sincerely apologize in advance for any misunderstanding.

I remain available for any further clarification and await your kind response.

Best regards,
- bettingfede98

Dear Betpanda.io Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello Askgamblers,

We have provided you with the details via email.

If you wish us to elaborate here, we can certainly do so as well.

Do let us know if you need anything further from us!

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Betpanda.io Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Hello, AskGamblers team. Thank you very much for your availability. I remain hopeful.

Dear @bettingfede98,

Rest assured that the AskGamblers Complaint Team is in contact with the Betpanda.io Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Update – January 29, 2025
Betpanda has sent me my betting history via email. I appreciate them providing it, but I stand by my position.

Does a betting record like this really prove that I violated the site’s Terms and Conditions? Can this history truly label me as an "odds abuser" or any other accusation they’ve made against me? I highly doubt it.

I have attached the PDF file provided by Betpanda so that everyone can review it and see for themselves.

Once again, I repeat: I have done nothing to violate the T&Cs, and I continue to demand the return of my winnings and deposit.

Hello Federico,

As we have mentioned on several occasions to you already, betting history of any account as a standalone piece of evidence rarely proves if anybody's bets are legitimate or illegitimate. It simply shows that bets took place, but not under what circumstances.

To deduce if they are using some sort of tactics that could constitute a breach of our Terms and Conditions you need much more supporting evidence, something which cannot be seen simply from what the bet was placed on and how much for. That is why when the activity of an account is flagged by the sportsbook provider, who has much more data available to them when making decisions, it is exceedingly rare that this is inaccurate.

Also, if these were the only five bets you have ever placed on a sportsbook with this provider, the situation could be slightly different, but as this is not the case, it diminishes the meaning of seeing only these five bets even further.

Hence, we stand by the decision with concrete proof that breach of our Terms and Conditions did most certainly take place and therefore it is not possible to provide you with the winnings from these bets or a refund.

Dear Betpanda Team,

I find it quite interesting that you claim I have previously violated the Terms and Conditions on other sites using Betby as an odds provider. On what basis are you making this claim? You seem to be grasping at straws simply because I openly stated (in full transparency) that, after months of betting on BC.Game, they limited my stakes from several thousand USDT to a few hundred—a completely normal practice when you win a lot on any bookmaker. But BC.Game never confiscated my winnings or my deposit.

Now, you argue that seeing only these five bets “diminishes their meaning” because I have placed other bets on sportsbooks using Betby before. So are you saying that my account was flagged not based on my activity on Betpanda, but simply because I had played elsewhere before? If that’s the case, then you’re admitting that you closed my account and confiscated my funds without any actual wrongdoing on your platform.

You claim to have concrete proof of a breach of your Terms and Conditions, yet you refuse to provide it. So again, I ask:
• Which exact Terms and Conditions did I violate?
• What specific actions led to the confiscation of my funds?
• Why do other bookmakers limit players but still allow them to withdraw their balances, while you have outright confiscated everything?

Your responses so far have been vague and contradictory. If you truly had concrete proof, you would have no reason to withhold it. Instead, you keep avoiding the issue while refusing to justify the confiscation of my deposit and winnings in any meaningful way.

If, for security reasons (or more realistically, because of Betby, since you are putting all the blame and responsibility on them), you cannot provide this evidence directly to me, then send it to AskGamblers instead. If you are confident in your decision, this should not be a problem.

I continue to demand transparency, a proper explanation, and the full return of my funds.

Best regards

Hello Federico,

We are not in a position to comment on how other operators carry out their operations, they might have different rules and/or terms to our services, which we are sure they adhere to like we have done here.

We are not saying that there was no wrongdoing on our platform, quite the opposite. We are simply stating that, like you pointed out, this is behaviour which appears to repeat itself. We also cannot comment on why your account was limited in the first place, but there must have been a reason to do so.

The piece of Terms and Conditions which you breached was already provided above, but please find it again below:

5. ANTI-FRAUD POLICY

In the interests of fair play, it is not permitted to utilise or deploy any novel or recognised betting techniques while using our services which are designed to circumvent the standard house edge in our casino games nor the sportsbook. Should we detect that You have engaged in any activity of this nature, we may immediately suspend, terminate or restrict access to Your Account and/or retain any funds on the account.

We also don't believe we have been vague, we have pointed out exactly what terms were breached.

AskGamblers has already been provided with the proof some time ago, and we have had further discussions with them via email.

Finally, we are not at the liberty to disclose a detailed account of the investigation or how these decisions are made as this could enable nefarious actors reading this conversation to take advantage of this information. We have been as transparent as possible, given the circumstances.

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Betpanda.io Casino management failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.