Golden Panda Casino - Player’s account has been closed for alleged duplication.

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:

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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.

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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

We’ve reopened this complaint at the request of KRIS92. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear KRIS92,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Golden Panda Casino to ignore us completely in our attempts to mediate any kind of issue. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

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

Best regards,

Veronika

We’ve reopened this complaint at the request of Golden Panda Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino sent us evidence showing that you breached the Terms and Conditions during the KYC process. Unfortunately, in this case, we are unable to assist you any further. After a thorough review of your case, we have to agree with the casino's decision to permanently close your account. The documents you have provided show signs of editing, which is not allowed; in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated. Because of the aforementioned reasons, we have to reject your complaint. I strongly advise you to refrain from any attempts to use documents of questionable authenticity in the future. Also, since providing fake KYC documents is in breach of our own Terms and Conditions, your account at Casino.Guru will be closed as well.

Thank you for your understanding.

Best regards

Veronika