Golden Panda Casino - A conta do jogador foi encerrada após os ganhos.

Golden panda has closed my account after I won money and I did a withdrawal. They won't pay me my money and they won't open my account.

Won 4326 eur 25/7 then I won 7/8 ca 6000 eur. I have sent them pdf-files of my bankaccounts informations, my IDinformations and so much information I could provide them with. Today I received information that my account at Golden panda has ben closed. Can you please help me with this.

Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• Have you received a confirmation that your KYC verification was successful, please?
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

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Stay safe.

Hello! I only played casino slots and had a verified account. I did not have an active bonus. They have replied to emails, but the only thing they say is that I am banned, with no information at all about why they have closed my account. So it sounds like they really don’t have any good reason for doing this, other than to avoid paying out my winnings. Best regards, R***

They give no explanation whatsoever as to why they have closed the account and taken the winnings.

Would you be able to take a look at our problem and try to help us solve it? Hope to hear from you soon. Best regards, R****

Hello,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have now emailed you the conversations I had with Golden Panda. The conversation with Golden Panda took place from my other email address.

Best regards Robin

Any progress on the matter?

Hello Robinjonsson,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Robinjonsson, for your cooperation and patience. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Robinjonsson,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Golden Panda Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why is the player´s account closed?

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.

Is there anything else we can do to try to get in touch with Golden Panda, or anything at all we can do?

Kind regards,

Robin

Dear Robinjonsson,

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 Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players.

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