The player from Greece had an issue with withdrawing money after he accidentally placed a bet larger than allowed while using a deposit bonus. Although he contacted support and was advised to continue playing, his deposit and bonus money were later canceled. He felt cheated and sought clarification on the situation. We explained that the casino's maximum bet rule of €5 per round using bonus funds was an industry standard, and casinos had the right to confiscate winnings if this rule was violated. The complaint was closed at the player's request without further resolution.
Golden Panda Casino - Player faces withdrawal issue due to canceled funds.
Closed
Our verdict
Unjustified complaint
Amount: €220
Golden Panda Casino
Safety Index:LowCase summary
Discussion
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2 months ago
Translation
Good evening, I played at the casino with a deposit and a deposit bonus, during the bonus money I accidentally pressed a bet larger than allowed, I immediately contacted the support and they told me that it was okay to continue playing just not to press a larger bet again. I finished the wagering I pressed to withdraw and the next day I found the deposit and bonus money canceled in my account. I contacted the support again and you can see in the attachment the whole conversation about what they answered me (I literally feel like they cheated me). Can you tell me what happens in this case? Thanks in advance!
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2 months ago
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.
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2 months ago
Dear Paz87,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
4.There is a maximum bet amount per round using Bonus Funds equal to $/€5
Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
TranslationSince we won't be able to come to a conclusion, I'll close my complaint, it's enough for me that people know what it's about. Thanks for your time.
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1 month ago
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
