Golden Panda Casino - La cuenta del jugador se ha cerrado inesperadamente.

I've been playing at this casino, where I've had a verified account for two months. I won a nice prize, and when I tried to withdraw it, they started asking me for documents. After sending them, they told me they'd contact me, but they deleted my account.

estuve jugando a este casino del cual tengo una cuenta verificada desde hace 2 meses, gane un buen premio y cuando intente retirarlo me empezaron a pedir documentos. Despues de enviarlos, me dicen que se pondran en contacto conmigo pero me han eliminado mi cuenta

Dear kevinbautista1606,

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.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear kevinbautista1606,

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,
Petronela
Casino.Guru