Fat Panda Casino - Las ganancias del jugador fueron confiscadas.

I registered the account at the casino, made my first deposit of 200 USD and received the first welcome bonus of 200 usd.

I was playing slots and got a winning of about 1000 usd. As far as the winning was on my real money I tried to claim a withdrawal.

Later I got from casino support that I need to complete bonus wagering. And I was wagering by bonus, playing slots and completed wagering.

I verified my account and claimed a withdrawal of 652 usdt, but this time casino confiscate my whole winning.

Dear irianmariaelena,

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?

Could you please confirm that you have passed the KYC verification?

Do I understand correctly that you requested withdrawal prior to meeting wagering requirements?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear Dominika,

Have you made any successful withdrawals before?

No, it was my first winning.

Could you please confirm that you have passed the KYC verification?

I uploaded ID and proof of address.

Do I understand correctly that you requested withdrawal prior to meeting wagering requirements?

My first winning was gained with real money. After that I had wagering request and when I completed wagering my winning was confiscated.

Dear irianmariaelena, just to clarify, did you try to request the withdrawal before meeting the wagering requirements, and were you unable to do so?

Have they provided any specific reason for blocking your account and taking your winnings? If they haven't, it would be a good idea to ask them for a detailed explanation of their actions.

Dear irianmariaelena,

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.

Hello Dominika,

Yes, firstly, I won with my real funds and tried to withdraw them. I was informed that I need to complete the bonus wagering requirements, cause it was necessary, they told me. I played more, completed the needed wagering, and they blocked my account - I can't log into my account.

The only explanation I got from them via email is in the conversation that I shared with you earlier: "After a recent review of your account, we have identified activities that violate our platform's terms and conditions. As a result, your account has been permanently closed."

Thank you very much, irianmariaelena, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 irianmariaelena,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Fat Panda Casino to join the conversation.

Dear Fat Panda Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Dear irianmariaelena,

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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru