They use 3rd parties to make the verification and basically they try to keep the money and claim it is not their fault.

My national ID is valid, name matches and all, there is no problem. Hopefully they read this and fix it to clear their reputation, because as it is now, they don't try to help at all.

It is very "convenient" for them to accept the money and then invoke all kind of errors and problems when trying to withdraw.

If they had good intentions, they would verify me manually, I can provide these documents but they don't want to do that.

Edit: I tried to contact the company responsible for these KYC verification, their contact form simply refreshed after I send the message, no idea if it was sent or not (no email confirmation received) but you can imagine the reliability level of these services that do the verification, BitPanda must have picked them on purpose.

We should have some laws that prevent them from taking money if we are not fully accepted as clients (e.g "verified"). Otherwise they just take advantage of us, as it is now.