This is also something I've noted. A positive response from the service makes us feel comfortable when playing at the casino. So far, Betpanda has provided excellent service, even when we inquired about bonuses.
However, as you mentioned, we must also pay attention to the terms and conditions that apply when receiving a bonus. I've seen several people complain even though they haven't met the requirements. The casino clearly states that there are terms and conditions for the bonuses they offer.
Yes, as you have mentioned that Betpanda responds to queries, so it is always good to inquire from them if there are any ambiguities regarding bonus terms or any other stuff. However, usually the terms and conditions associated with a bonus are clearly mentioned, and the gamblers just need to pay attention to the details.
Most of the time when we see the gamblers are complaining about any problems with bonuses, the end conclusion is that they didn't read the terms properly and hence they are deprived of the benefits.
Reading the terms and conditions is tedious, I'll be honest. However, there are usually important points that we can read, so if we're too lazy to read them, we can just skim over the important points.
This isn't uncommon, but it's common. Especially for people who have just joined a casino, they often don't even read them at all, and when problems arise, they immediately blame the casino, even though the fault lies with them.