Golden Panda Casino - Se deniega el acceso a la cuenta del jugador.

Hi, I had opened an account with this casino and deposited. They subsequently are not allowing access to the account and advise that uk players cannot deposit. Another player has advised that they have to return deposits to UK players. Would you know if this is correct

Hello Luckygirl72,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Panda Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is your account currently still active?
• How much is your current casino balance?
• When was the last time you spoke to the casino and what was it about?

Basically, if you still have a balance on your account, the casino should allow you to withdraw it if they did let you register. However, if you did lose your balance, it is questionable as you lost it as you would lose it in any other casino. In case you would even have winnings there, the casino should fully pay out the balance.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I had made 2 iban withdrawals and it's been 10 days since I was in contact. There have been losses for he total indicated

Dear Luckygirl72,

Could you please confirm whether the deposited amount is still available in your casino account or if it has already been played? Additionally, was there any communication with the casino regarding a refund? If so, we kindly ask you to forward the correspondence to nikolas.b@casino.guru for further review.

We appreciate your cooperation and look forward to your response.

Best regards,

Nick

Dear Luckygirl72,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, it has been played. I have spoken with the casino and they have said I will hear in due course but that was several weeks ago

Dear Luckygirl72,

Unfortunately, if you have no balance on your account, you are not entitled for any kind of refund. If you have played it away, it's like you would play in any other casino.

Is there anything else we could assist you with?

Regards,

Nick

Dear Luckygirl72,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.