Golden Panda Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

hi

My name is DIANA S.

I registered at Golden Panda Casino march 4 , 2026.

I made deposit 500 EUR and received a bonus 1000 EUR

I played TrueLab , GameArt slots

I completed bonus wager and made withdraw request.

Casino requested verification, I uploaded my ID document and address document.

Address document uploaded for a few times. My verification still was pending and I asked casino if there are any updates.

Casino sent me a link to complete verification through veriff me, I did it.

After that I asked if there are any updates, Casino replied this:

"Hello,

Greetings from Golden Panda! 

Kindly be informed that your account has been onboarded due to a breach of our Terms and Conditions in the section Fraud. Also, be informed that your funds have been confiscated.

For the relevant information, please refer to - https://www.goldenpanda.com/terms

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Nessy

Golden Panda Support"

Casino guru please review my case.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that your account was closed after you submitted your documents for the KYC verification?
• Could you please forward me the documents that you sent to the casino at veronika.f@casino.guru?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

Best regards

Veronika

Hi

Am I correct in understanding that your account was closed after you submitted your documents for the KYC verification?

Yes, i submitted my documents two times (two different "links")

Could you please forward me the documents that you sent to the casino at veronika.f@casino.guru?

Sure.

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

I play from my home laptop, and other people does not have access to my laptop.

Regarding IP i can say that i only used mobile internet. I am not specialist in internet/IP , but I think it is not possible.

Hello DIANASOLEDAD,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear DIANASOLEDAD,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you for your patience, DIANASOLEDAD. Could you please forward me all the emails and communications that you sent to Veronika? My email address is kristina.s@casino.guru. I understand that this is inconvenient, but unfortunately, I don't have access to her emails. Thank you for your cooperation.

hi

I have no EMAIL messages between me and Veronika.

I have forwarded EMAIL messages between golden panda casino and me.

Please review kristina.s@casino.guru

Dear DIANASOLEDAD,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear DIANASOLEDAD,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Golden Panda Casino to join this conversation and assist in addressing the complaint.

Dear Golden Panda Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant 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 have tried to contact Golden Panda Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (stefan.m@casino.guru).

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

Best regards,

Stefan

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 DIANASOLEDAD,

We were contacted by the casino representative that your acess to the account was renewed and the funds were returned to your casino account. Could you please confirm this information?

I look forward to your response.

Hi

I successfully withdraw my winnings

Thank you

Dear DIANASOLEDAD,

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