Golden Panda Casino - El retiro del jugador se ha retrasado.

According to Golden Panda, I have properly verified my account and identity.

Then the funds disappeared and were marked as paid out, but nothing arrived in my account.

I had to submit my entire bank statements, including days that are really none of their business. But whatever, I did what they asked. Now a week has passed again, and I still don't have any money in my account.

Ich habe laut Golden Panda mein Konto und mich richtig verifiziert.

dann verschwanden die Gelder und wurden als ausbezahlt markiert aber es kam nichts auf meinem Konto an.

ich musste meine kompletten Kontoauszüge einreichen selbst Tage die sie eigentlich nichts angehen. Aber egal ich hab gemacht was sie forderten. Nun ist wieder eine Woche her und ich habe immernoch kein Geld auf dem Konto

Dear Tafri1987,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Do I understand correctly that the withdrawal request seems to be processed according to the cashier/withdrawal section?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

all payouts are shown in account history as paid out

played without bonus money

no withdrawals have been made yet these were the first

are divided into

on December 26, 2024 from 300€

on 06.01.2025 from 1000€

on 07.01.2025 of 2,000 €

further on 07.01.2025 of 1,000€

on January 8, 2025 of 3,000€

all these payments are recorded as paid out in the history

but not a single one has arrived in my account so far

Hallo

alles Auszahlungen stehen in kontoverlauf als ausgezahlt

gespielt wurde ohne Bonusgelder

es wurden noch keine abhebungen getätigt das waren die ersten

sind unterteilt in

am 26.12.2024 von 300€

am 06.01.2025 von 1000€

am 07.01.2025 von 2.000 €

weitere am 07.01.2025 von 1.000€

am 08.01.2025 von 3.000€

alles diese Auszahlungen sind im Verlauf als ausbezahlt notiert

aber keine einzige kam bisher auf meinem Konto an

Thank you for your reply, Tafri1987. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have forwarded emails to you

Emails habe ich euch weitergeleitet

Thank you very much, Tafri1987, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Tafri1987,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tafri1987,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Golden Panda Casino representative to join this conversation and participate in resolving this complaint.

Dear Golden Panda Casino,

Could you comment on this?

Thank you in advance for providing the information.

About 2 weeks ago the payouts were credited back to my player account except for 300€ and the nightmare starts all over again.

now I have two withdrawals again, one for 3000€ and one for 4000€ which are marked as paid on withdrawal but are not credited to my account

In addition, the 300€ from December 26, 2024 are still missing.

Man hatte mir vor ca 2 Woche die Auszahlungen wieder auf das Spieler Konto gutgeschrieben bis auf 300€ und der alptraum fängt von vorne an.

jetzt habe ich wieder zwei Auszahlungen einmal 3000€ und einmal 4000€ die auf Auszahlung als bezahlt markiert sind aber nicht auf meinem Konto gutgeschrieben sind

Zu dem sind die 300€ von 26.12.2024 immer noch verschollen .

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.

Short update from me too:

After my last email in which I had CC'd Stefan, my 300€ from December 26th, 2024 was suddenly credited back to my player account.

And then I had completely given up hope but I thought I'd try again to request a withdrawal of the €300 and suddenly, lo and behold, within a few minutes the €300 was in my account.

Now we are still missing €4,000 and €3,000, so a total of €7,000.

Now you can see that the payout to my account is working, so I have now written another email to Golden Panda, again with Stefan in CC, and have again asked them to pay the money into my account and, as in every email, I have now added my current daily account statements up to January 2025 to a total of 12 emails.

Please keep your fingers crossed that my nightmare has finally come to an end after a total of 3 months

Kurze Update auch von meiner Seite :

nach meiner letzten Email in der ich Stefan in CC genommen hatte hatte man plötzlich meine 300€ von 26.12.24 wieder gutgeschrieben auf der spielerkonto.

und dann hatte ich schon die Hoffnung völlig aufgegeben aber ich dachte ich versuche doch nochmal die 300€ in Auszahlung in Auftrag zugeben und plötzlich siehe da innerhalb weniger Minuten waren die 300€ auf meinem Konto .

jetzt fehlen immer noch einmal 4000€ und einmal 3000€ also insgesamt 7000€ .

jetzt hat man ja gesehen das die Auszahlung auf mein Konto doch funktioniert also habe ich jetzt wieder eine Email an golden Panda geschrieben wieder mit Stefan in CC und habe sie erneut aufgefordert das Geld auf mein Konto auszuzahlen und auch wieder wie in jeder email nun insgesamt schon 12 Emails meine tagesaktuellen Kontoauszüge bis Januar 2025 hinzugefügt.

drückt die Daumen bitte das mein alptraum jetzt nach insgesamt 3 Monaten endlich ein Ende hat

Hi there,

After conducting an internal investigation, we confirm that your withdrawal requests have been processed successfully on our end. However, it appears that your bank has repeatedly rejected and reversed the transactions.

We recommend contacting your bank to understand the reason for these rejections, as they may have specific policies or restrictions. To avoid further delays, we suggest using an alternative bank that may better support these transactions.

Kind regards,

Golden Panda Support Team

In addition, the last payment was also made to my account.

Außerdem konnte ja die letzte Auszahlung auch auf mein Konto eingehen .

Dear Golden Panda Casino,

From the supporting evidence, it appears that the player's bank does not block the transactions. Could you investigate further whether there isn't any problem from your side?

I'll be awaiting your reply.

Hi there,

We’ve reviewed the case, and based on the information from our provider, one of the transactions was rolled back and returned. While there’s no confirmed issue on our side, it seems there might be a problem with the player’s bank.

We suggest the player requests the withdrawal to a different bank account to help resolve this.

Kind regards,

Golden Panda Support Team

Amounts under 1000€ are unproblematic, and immediately

as soon as the beer is 1000€ it is marked as paid but does not go into my account.

Again two payments, one 1500€ and one 1600€, have not been received in the account. But marked as paid

Summen unter 1000€ unproblematisch, und sofort

sobald das Bier 1000€ wird als bezahlt markiert geht aber nicht auf meinen Konto ein.

sind wieder zwei Zahlungen einmal 1500€ und einmal 1600€ nicht auf dem Konto eingegangen . Aber als bezahlt markiert

Hello Tafri1987,

Could you try to withdraw just 1000€ again if you could successfully withdraw the funds to your bank account?

I'll be awaiting your reply.

I now have to wait until tomorrow to withdraw as the daily limit of €4,000 has now been reached, but as I said, €1,500 and €1,600 were marked as paid in the history but did not arrive in the account. The withdrawals of €400 and €500 were immediate and within minutes.

I still have €3000 in my player account that I can't try to withdraw until tomorrow. And I have to beg for weeks for them to credit me back for the failed withdrawals.

Ich muss jetzt bis morgen warten mit abheben da nun das Tageslimit von 4000€ erreicht sind aber wie gesagt einmal 1500€ und einmal 1600€ als bezahlt markiert im Verlauf aber nicht auf dem Konto ankommen, die Auszahlungen von einmal 400€ und einmal 500€ gingen sofort und binnen von Minuten .

habe noch 3000€ auf meinem spielerkonto stehen die ich jetzt erst ab morgen wieder versuchen kann abzuheben. Und muss nochmal wochenlang betteln das sie mir die fehlgeschlagenen Auszahlungen wieder gut schreiben.

Hello Tafri1987,

Thank you for your response and the information provided.

Please let me know tomorrow if you managed to request a withdrawal of 1000€.

I'll be awaiting your reply.

OK, so the money has arrived after all 🙂 I can hardly believe it.

I'll contact you tomorrow or the day after when all my outstanding payments are in my account.

OK also die Gelder sind nun doch gekommen 🙂 ich kann’s kaum fassen .

melde mich morgen oder übermorgen wenn alle meine ausstehenden Zahlungen auf meinem Konto sind .

Hello Tafri1987,

Thank you for your response and the information provided.

Your bank might be blocking transactions over a certain amount after all.

Please keep us updated regarding the withdrawal of the funds.

I'll be awaiting your reply.

ALL payments received!

This case can now be closed as solved.

many thanks to everyone who helped

ALLE Zahlungen erhalten !

Man kann nun dieser Fall als gelöst schließen .

vielen Dank für alle die geholfen haben

Dear Tafri1987,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru