Golden Panda Casino - El jugador cree que el reintegro se ha retrasado.

I'm having significant trouble receiving my winnings of €1300. The casino quickly transferred the money to my TF Bank. The money was transferred from the casino to my credit card account at TF Bank. However, it was paid out through Mifinity. My bank refused to credit the money from Mifinity and sent it back. This happened on 12/06/2024. Until today, the money has not been returned to me. I have provided all the evidence. Every day I am given the runaround in chat. They tell me to be patient and wait for an update. My patience has run out. I am now asking for your support. Is the casino still solvent? I am waiting for your response and thank you in advance. You have always helped me so far.

Ich habe große Schwierigkeiten, an meinen Gewinn von 1300 € zu kommen. Das Casino hat das Geld sehr schnell auf meine TF Bank überwiesen. Das Geld wurde vom Casino auf mein Kreditkartenkonto bei der TF Bank überwiesen. Das Casino hat es aber über Mifinity ausgezahlt. Meine Bank hat sich geweigert, das Geld von Mifinity gutzuschreiben. Sie haben es zurücküberwiesen. Das war am 06.12.2024. Bis heute wurde mir das Geld nicht zurückgezahlt. Ich habe alle Beweise dafür vorgelegt. Ich werde jeden Tag im Chat vertröstet. Mir wird gesagt, ich solle geduldig sein und auf ein Update warten. Meine Geduld ist erschöpft. Jetzt bitte ich um Ihre Unterstützung. . Ist das Casino noch solvent? Ich warte auf Ihre Antwort und danke im Voraus. Sie haben mir bis jetzt immer geholfen.

Dear Roswitha74,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello Nick,

I requested the first payment on December 4th, and it was paid out to my TF Bank on December 5th. However, they did not accept the money and sent it back immediately, as mentioned above. Now I have been waiting for my money since December 6th. Nothing is happening. I need your help now.

Roswitha

Hallo Nick,

die erste Auszahlung habe ich bereits am 4.12. beantragt, diese wurde auch am 05.12. an meine TF Bank ausgezahlt. Diese hat das Geld aber nicht angenommen und sofort zurückgeschickt , wie bereits oben erwähnt. Nun warte ich seit dem 06.12. auf mein Geld. Es tut sich nichts. Ich brauche jetzt Ihre Hilfe.

Roswitha

My account has now been closed. I can no longer log in.

Mein Account wurde jetzt geschlossen. Ich kann mich nicht mehr einloggen.

Dear Roswitha74,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have not received my money. My account is now blocked. After making a request in the chat I was told that I could log in again after the matter had been processed??? My emails are not being answered.

Ich habe mein Geld nicht erhalten. Mein Account ist nun für mich gesperrt. Mir wurde im Chat nach Anfrage mitgeteilt, das ich nach der Bearbeitung mich wieder einloggen könnte??? Meine Mails werden nicht beantwortet.

Thank you Roswitha74 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Roswitha74 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Golden Panda Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter