Golden Panda Casino - O pedido de retirada do jogador foi rejeitado e a conta foi bloqueada.

Do not register with this casino and definitely do not deposit any money! They are scammers.

I deposited €20 and won €188. When I requested a withdrawal, they rejected it and asked me via email to submit KYC documents. I sent the documents, and when I tried again, the system accepted them. But just 30 minutes later, I was suddenly unable to log in – my account was locked.

After that, I received an email saying my account was verified and that they had sent my money. But I never received anything (in crypto). I wrote to them again to explain that I did not receive the funds and that I still could not log in. They ignored me at first, then later replied that I had "violated their terms and conditions" – but they never explained how.

I checked online and found many complaints from other players who experienced exactly the same issue. I want to connect with others who had the same problem, because I will report this casino on every possible public platform and to their licensing authority. This is unacceptable! I want to back my money!

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Golden Panda Casino. 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.?  
• What specific KYC documents did you submit?
• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus? 
• Did you receive any specific details about the "terms and conditions" violation mentioned in their response? 

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,

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello dear Natalia!

I have not yet received any payout from Golden Panda Casino; this was my first withdrawal request!

I lost the deposited amount, then I played with the bonus I received, where I had to wager €1,200. I completed this within a few hours and received the money in my real balance. After that, I reached €250 through sports betting, which then became €188. First, I wagered the €1,200 on slots, and then I played sports betting!

They are not giving a clear reason for claiming that I violated the rules, yet I play at hundreds of casinos and have never experienced anything like this anywhere—not even at casinos worse than theirs! On Sunday, I requested the withdrawal, but it was canceled. Later, I was informed that my account had been verified and the money was sent.

After this, complications arose: my account was blocked, and they wrote such false claims that I violated their terms. I assume this is because they do not want to pay out, and there have been numerous complaints about the same problem. I kindly ask for your assistance.

The following message was sent by them yesterday from the support email (support@goldenpanda.com

)

"Alucard (Golden Panda)

24 Aug 2025, 19:22 EEST

Hello,

Greetings from Golden Panda!

We would like to inform you that your account has been successfully verified. And the last withdraw made!

Should you need assistance with anything do not hesitate to contact us.

Kind regards,

Alucard

Golden Panda Support"

Thank you for your reply, alldayall911. Could you please specify what exact bonus you claimed? Can you please share the link for this bonus?

Could you please also forward all the relevant communication between you and the casino that you haven't shared yet to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Yes soon i send screenshots

I used first deposit bonus

And i wagered 1200 euro... On this bonus no maximum withdraw l... But this liers blocked my account...

Golden Panda Casino Welcome Bonus

The welcome bonus at Golden Panda Casino applies only to the first deposit. New players who join the gambling platform can claim the 200% casino bonus offer, which is up to €5,000 and also includes the 50 free spins within 60 days of creating an account

Dear player, can you please specify if you have already sent me any more evidence of communication with the casino? I don't see any emails from you in my inbox. Let me know if I should expect any new files from you.

Found it :) Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you, will Peter write to me or should I write to his email?

Hello there,

Thank you alldayall911 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Golden Panda Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what we can do to help resolve this issue.

Thank you!

Hi Peter. It looks like they don’t really want to reply

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.

Hi there,

The evidence has been sent to Peter C for review.

Kind regards,

Golden Panda Casino Team

I hope nothing has been falsified. The fact that they cannot respond on time, avoid giving a straight answer, block my account right after a payout, and even claim in the chat that I’m not logged in says a lot about their credibility! And on top of that, the first deposit bonus is not supposed to be tied to such a high limit as the amount I withdrew.

And I would also add that a lot of people have written negative reviews about this issue as well.

Dear alldayall911, the casino responded to me, stating you have placed a sports bet and started playing with your bonus funds, which is in breach of the casino's Bonus Terms and Conditions

13. You are not allowed to use your bonus funds while you have open casino or sports bets.

While we acknowledge this clause, our position is that if the casino intends to enforce such restrictions, the platform should implement safeguards at the software level to prevent players from placing bets with bonus funds under these circumstances. Relying solely on retroactive enforcement places an undue burden on players and creates unnecessary disputes. I will continue the discussion with the casino representative and keep you informed about any new developments. Thank you for your patience during this time!

Okay i waiting, thank you ❤

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.

Correct

Dear alldayall911, the casino representative has informed me that after a discussion with their team, they have decided to offer you a refund. Please keep us updated from your side if you see any changes in your account. Thank you in advance for your cooperation!

Hello dear Peter!

Where will I receive the refund? To the account I requested the payment to? Nothing has changed there at the moment, and my Golden Panda account is still suspended.

In that case, we will have to wait for the casino representative to update us on the situation in the thread. Thank you for your patience during this time!

Allright

Hello Peter! Nothing has happened yet.

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.

Hi there,

Our team has reached out to the player by email regarding the refund. Please check your inbox and spam folder and reply at your earliest convenience.

Kind regards,

Golden Panda Casino Team

I have just sent a reply email to Golden Panda with the information they requested — the IBAN and BIC/SWIFT code, as well as the bank statement in PDF format. I’m now waiting for the refund. I’ll let you know as soon as it arrives.

They haven’t sent it yet.

Hello Peter,

I still haven’t received the refund. Earlier, they requested my banking details quite quickly, and I sent them both in text form and as a PDF, just as they asked. But I think it would only be fair if they had already sent the refund by now. I’m still waiting, and it’s been two months since this dispute started.

Could you please have a word with them to find out why they haven’t sent it yet? I’d really like to close this dispute, as it would bring peace of mind to both sides. We’re now only waiting for the Golden Panda Casino.

Thank you.

Dear Golden Panda Casino representative, could you update us on the status of the refunds, please? Thank you in advance!

I’m still waiting for the refund, I believe they are deliberately dragging it out.

Hi there,

The user was advised that the refund may take up to 30 days.

Kind regards,

Golden Panda Casino Team

Thank you for the update Golden Panda Casino representative.

Dear alldayall911, I will set a longer timer for you for the remaining 30 days left. We will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Alright, I’ll let you know as soon as I receive it. Ten days have already passed out of the thirty, but there’s still no change

But I still don’t understand why they are deliberately dragging things out; it would be better for everyone to settle it sooner

Hello Peter,

I still believe you are just delaying things. You keep claiming that the money was sent, but if someone sends money to my Revolut account, it normally arrives within 1–2 days – even a SWIFT transfer takes a maximum of around 10 days. Today you stated again that the payment was sent on October 10, but I honestly think this is not true. This whole situation is very frustrating and unacceptable. Nowhere does it take 30 days for a payment to appear on an account. As I mentioned, for me it always arrives within 1–2 days, and Revolut shows absolutely no incoming transfer.

Here is what Golden Panda wrote to me once again:

Hello there,

Thank you for reaching out regarding your refund. We sincerely apologize for the lack of communication concerning this matter.

Please note that your refund was processed on 10 October, and it may take up to 30 days to be fully completed. Therefore, the funds should reflect in your account by 10 November.

We kindly ask for your patience and understanding during this process.

Best regards,

Golden Panda Complaints

I have already requested proof from you several times to confirm that the amount was actually sent, but you are still unable to provide any evidence. This makes me believe that you are not telling the truth. It is simply not realistic that a payment would take 30 days to appear – this is clearly just a way to delay the process. It would be better for everyone to finally close this dispute, but for that to happen, you need to actually send the refund at last.

Thank you for the update alldayall911.

Dear Golden Panda Casino representative, would it be possible to provide me with proof of the refund being processed on 10 October? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Good day! This is what they replied today. Something isn’t clear here.

Elric (Golden Panda)

24 Oct 2025, 15:23 EEST

Hello,

Greetings from Fast Slots! 

We understand your concerns, however there are still no updates on the refund. 

Kindly note that our team is doing everything possible to speed up the process.

Rest assured, you will be notified as soon as anything comes up. 

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

Kind regards,

Elric

Fast Slots Support

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear alldayall911,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter