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

Hi

i played this casino : Golden Panda Casino without bonus - only REAL money balance.

I won 12800 EUR

I passed verification and made two successful withdraws 4000 EUR and 4000 EUR.

Total is 8000 EUR.

Money left on my balance 4800 EUR.

I made another withdraw and casino sent email to me that I have a duplicate account and I need to send additional document , which I did.

After some time Golden Panda Casino closed my account "we kindly inform you that your account has been closed and the funds voided due to breach of our Terms and Conditions https://www.goldenpanda.com/terms , section Fraud."

I have only one account at this casino and my account was verified with my national ID card, how can it be duplicate ? I dont understand this.

Help me please, Casino Guru

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Dear KRIS92,

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 that I can fully understand your situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you ever accessed your casino account from a shared device or a shared wi-fi network?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Which games did you play to accumulate your winnings?

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,

Veronika

Good evening

1. No chance. I played using my laptop and only I have access.
2. No
3. no, because I live in Latvia and I play from Latvia.
4. I played one slot : FENIX PLAY. I did not play other slots.

Thank you for your reply. Before we proceed with the investigation, kindly forward me all the communication between you and the casino customer support regarding the duplicate account allegations at veronika.f@casino.guru. I appreciate your cooperation.

Dear KRIS92,

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,
Veronika
Casino.Guru