Golden Panda Casino - Player's account has been closed without explanation.

Hi applied and excepted the 200% Bonus that they offered. I then had one after a while and won $3000 I wasn’t betting overly large amounts at all. How and I also contacted them about withdrawing and how I could withdraw the money and what ID and stuff I needed to show and the girl was explaining to me and then we got disconnected somehow. Anyways, I ended up requesting for the withdrawal and a couple hours later I decided to reverse it and I started playing again and I got down to like 1300 and then I brought it back up to 2800 and some change and then all of a sudden after two days playing on the site I get an error message and to login again, and upon logging in. There was zero dollars and there was no proof that I’ve even played any games or anything. I then got in a big disagreement with the live chat and they close my account because I was irate and so I contacted the complaints section of the website and at first they were going to send me some money and they would not tell me how much and I gave them all my financial information for my bank and stuff and they said they were wire transferring money and they never dead and then I told them that even though they were gonna wire transfer me money because they’re not communicating with me and telling me how much they’re sending I’m not an agreement and this won’t be settled but if they were to communicate with me and we could settle on some thing, then that’s different I guess what had happened is I had been betting higher amounts But was not notified and anyway and even then they said, I met all the requirements, and I was able to withdraw. It wasn’t until two days later that they took all my money away. I don’t think I should lose all of my money for a couple spins that were higher than five dollars. I was relying on that money as I am a single parent and I had purchased some new stuff for my vehicle and I can’t take that stuff back and I’m feeling it now and I’m struggling financially and they refuse to email me back or answer any of my emails. I won on February 28, 2025.

Hello nataliecathlin203,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Panda Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• What kind of bets were you making - I mean their value?
• Would it be possible to forward your full betting history to nikolas.b@casino.guru for further review?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

so my account was not verified what I meant to say was that I had met all the requirements when it came to being able to withdrawal after I had added the bonus of 200% so I had to play a certain amount in order to withdraw the money, and I was informed that I met all the requirements and even talked to the chat lady And I asked her how I can upload my photo ID and what else do I need and I also notified her that on my side it looks like my birthday was put in wrong and I told her the date that I saw which was November 5, 1984 and she said on her side it says November 7, 1984 which is my actual birthday so I find it . odd that we both got different information

This casino are crooked. They are supposed to be monitoring peoples playing and making sure that no fraudulent activity is going on and they obviously did not monitor me very well or if they did, they didn’t care cause they were going to deny me and the end anyways, I don’t recall spinning very much per bet . But they never gave me a chance to even review any of the gaming history of mine. They just put my account at zero dollars from 2800 and some change that I want and as well as they erase the gaming history I have try to access my account and get that information and they don’t reply back to me as it shows on the terms and conditions. I have a week to take the money out or else it’s completely voided. I find this incredibly unfair and it has stressed me out considerably they were sending me money and they got all my information and I have proof of all of that and plan on uploading every single transaction. Sorry I meant interaction that I’ve had with this. Casino you can see that they refuse to speak with me and explain anything to me. I am going to be filing with her licensing provider. How can I upload all my screenshots and everything?

No, I was swearing quite a bit in this one. I was very stressed out. It was uncalled for I shouldn’t be swearing, but I was just stressed out and I knew they were screwing me over. This is right after my account was logged out of

So I finally heard from them the other day … they were polite towards me and asked me to upload my ID again because the last one wasn’t clear 🤔 and to give routing number as well as swift number . I have done all of that and I asked them when will the 3000 in winnings be in my account …. I still haven’t heard back. It has now been 12 days since they. Closed my account . 12 days of waiting to be paid

Hello nataliecathlin203,

As they have requested additional documentation, the verification is most likely still ongoing.

I would advise to wait at least until the beginning of the next week.

Please let us know in case of any update or if there wouldn't be any news until next week.

Will be awaiting your response.

Regards,

Nick

Hi Nick 😊

so I gave them the swift code as well as the transit code. They also asked for new picture Of me, holding my license up and just a picture of my license front to back which I sent them. They have not gotten back to me and it’s been four days now I am starting to feel really frustrated. I’ve been wondering when the money is being sent. I’ve asked them To let me know if they need anything else and when they expect me to get the money as well as when are they sending the money. They have yet to get back to me. I have contacted the LIS ending authority as well have started the process of working with the fraud agency in Canada for overseas gambling. A lot of people have complained about this casino not receiving their funds. This isn’t the first casino that has screwed me over, and I refuse to be taking advantage of anymore . I also have a Family Friend who is a lawyer And I am willing and I am willing to see this all the way through As they should not be operating as a casino and taking peoples money, and then closing their accounts and not giving them any other winnings , and making up some BS. I have no business being a casino and taking peoples money. In my opinion they’re scammers and need to be investigated

Hello nataliecathlin203,

Can you please advise if there's been any update since your last post as the verification was still ongoing then?

If still nothing, we will try to intervene.

Looking forward to hearing from you.

Regards,

Nick

Dear nataliecathlin203,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of nataliecathlin203. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

hi Nick ,

thank you so much for not closing my account. I am submitting more emails that I sent as well as there last response too me

Hello nataliecathlin203,

Can you please forward them to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick

Hi Nick, yes I will do that right away. They aren’t responding to any of my emails still I’m pretty upset about this like it’s just shocking to me that OK see you know he was also licensed can do this take peoples money and then when they win, screw them over and pretend that they’re gonna pay them and ask them to upload their information to different times and then just start ignoring you hoping you’ll go away .

Dear nataliecathlin203,

After thoroughly reviewing all the information and evidence provided, we regret to inform you that the casino has rightfully confiscated your winnings.

The primary concern is that you clearly acknowledged placing bets over the maximum allowed limit while playing with an active bonus. This is considered a direct violation of the bonus terms and conditions, which are standard across nearly all online casinos. In such instances, the operator is entitled to void any winnings accumulated from the bonus.

Additionally, there is a discrepancy in the personal details provided during registration—specifically, an incorrect date of birth. While this may appear minor, it can be grounds for account closure, particularly if the account has a zero balance, as was the case following the bonus violation.

To address your other concern: Casinos typically review gameplay logs only after a withdrawal request has been made. It is not common practice to monitor wagering activity in real-time or proactively during gameplay.

Given all the above, we will now proceed with closing the complaint. Please ensure to read and fully understand the terms and conditions—especially those related to bonuses—before participating, to avoid such situations in the future.

Should you have any further questions or require assistance with another matter, feel free to reach out.

Best regards,

Nick