Golden Panda Casino - La cuenta del jugador ha sido cerrada.

I recently attempted to withdraw 1000 with golden panda. They have closed my account and are not replying to my emails

Hello lewisere,

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?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi nick yes as far as i’m aware my account my was verified i have ID so that wouldn’t be a problem if it wasn’t. They was happy to take all my deposits but then refuse to pay my winnings. It was real money no bonus. I last spoke to them yesterday through email. I cannot now log into my account so it appears they have blocked my account. How is this allowed?????

???

Hello lewisere,

Would it be possible to forward the communication between you and the casino related to this matter to nikolas.b@casino.guru for further review?

Looking forward to your response,

Regards,

Nick

Yes please nick

Hello lewisere,

I still haven't receive any e-mail from you yet.

Did you forward it or did you send it from a different e-mail address?

Regards,

Nick

Dear lewisere,

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.

Nick i sent you the email

Hello lewisere,

Based on the information from the screenshot, it seems like you own multiple accounts.

Can you please clarify if you ever did own an another account in the past in this casino or if any of your family member owns an account here as well?

Awaiting your response.

Regards,

Nick

Hello nick, i can confirm i only have the one account and nobody i know owns an account with this casino

Hello lewisere and thank you for the information provided.

As we will need further evidence from the casino, I will be forwarding your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thanks nick

Hello lewisere,

I am so sorry to hear your withdrawal hasn't reached you yet. 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 state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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 do not expect them to reply. Worst casino iv ever played iv been scammed!!!!

Hello lewisere,

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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Golden Panda Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear lewisere,

We were informed by the casino representative that your account should be set to "withdraw-only". Could you please confirm this information and let us know once you receive the funds from the casino?

We look forward to your response.

I will be in touch with the casino shortly I have changed bank account since I attempted that withdrawal so will need to let them know. Thanks for your help

Stefan I am attempting to log in to the casino but it won’t let me I think my account is still blocked

Dear Golden Panda Casino,

Could you please assist the player in regaining access to their account so they can proceed with the withdrawal of their funds?

We look forward to your response.

Hi stefan I managed to log in I have requested the withdrawal been waiting since yesterday

Hi stefan I am attempting to log in to check my withdrawal and it’s been closed again

Dear lewisere,

Thank you for your response.

Could you please confirm whether you have successfully received the withdrawal from the casino? Please note that, in accordance with standard practices, the casino may close a player’s account at its discretion; however, it remains obligated to pay out any legitimate funds.

I look forward to your response.

Hi Stefan no I have still not received the withdrawal

Dear lewisere,

Thank you for your response.

According to the email you received from the casino, the funds should be paid within five business days, which would be no later than tomorrow. If you do not receive the funds within this timeframe, please let us know here.

We look forward to your update.

I will do thanks Stefan

Dear lewisere,

Thank you for your response. We will await your confirmation.

Dear Stefan, I have still not recieved the money

Dear lewisere,

I have contacted the casino representative via email to confirm whether the withdrawal was processed and the funds were sent.

I will inform you as soon as I receive a response from their side.

Hopefully I recieve the money today then thanks Stefan

Hello Stefan I have been in touch with the casino via email and I suspect they attempted to pay the withdrawal into my old bank account which I no longer have access to. I requested it into my current bank account I asked them which bank account they sent it to to they said they are unable to tell me

Dear lewisere,

I have contacted the casino via email to obtain information regarding the previous transaction that was processed to your old bank account.

We will update you on the situation as soon as we receive a response from the casino. Thank you very much for your patience and cooperation.

Dear lewisere,

I was informed by the casino representative that the payment should have already been processed. Could you please confirm whether you have received the funds?

I look forward to your response.

No I have not recieved the payment they sent it to my old bank account I used to make the deposit even though I requested the withdrawal to my current bank account

Dear lewisere,

I have contacted the casino representative once again to verify whether the payment was sent to your new bank account. Your patience is much appreciated.

Thanks Stefan I am more than happy to provide my current bank account details if they ask for them to make the withdrawal again

Dear lewisere,

We are still awaiting a response from the casino regarding your case.

In the meantime, could you please confirm whether you have received the payment? Your update will help us proceed accordingly.

We look forward to your response.

Hi Stefan no I have still not received payment

Dear lewisere,

I have been contacted by the casino representative and informed that the payment should have already been processed to you. Could you please confirm whether you have received the funds?

I look forward to your response.

Hi Stefan no I never recieved it. If they sent it to my old bank account I would never of got it I no longer have access to that account

Dear lewisere,

I was informed by the casino representative that the payment was sent to your previous bank account. Could you please contact your previous bank and request evidence regarding the transaction? The bank should be able to provide a trace number or an official confirmation of the payment status, including whether the funds were reversed.

We look forward to your response.

Ok I will contact my old bank tomorrow

Dear lewisere,

Thank you for your response. Please let us know once you have any official documentation from the bank.

We look forward to your response.

Dear lewisere,

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 Stefan my previous bank have informed me they did not recieve the payment so the payment if they did send it should have gone back to them as it would have been rejected. I need to it paid into my current account I am more than happy to give the bank details for my current account

Dear lewisere,

Could you please let us know how you contacted your previous bank regarding this matter?

It would be best if you could obtain and share an official written statement from the bank confirming the status of the transaction. This will help us review the case more effectively.

We look forward to your response.

I contacted them by phone they could not give me any statements as there was no transaction to make a statement for in other words they did not send the payment and I have still not recieved it

Hello lewisere,

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 lewisere,

I have contacted the casino one more time to check whether the payment has bounced back. In the meantime, would it be possible to contact the bank directly and receive in written form that you haven't received any payment from the casino?

I look forward to your response.

Hi Stefan I will contact the bank and ask them thanks

Dear lewisere,

Could you please update us on the situation? Did you manage to contact the bank?

I look forward to your response.

Hi Stefan I contacted the bank and they are unable to send statements as I no longer have access to that account it was closed over a year ago now

Dear lewisere,

Could you please confirm whether you have explicitly asked the casino if the payment was reversed from your old bank account?

In order to proceed, we will need a trace number for the bounced transaction, as the funds were not credited to your previous bank account. The bank should be able to provide either a trace number or an official confirmation of the payment status, including whether the funds were reversed. There is no need to provide us with the bank statement.

I look forward to your response.

Dear lewisere,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru