The player from Argentina had a verified account at the casino but faced issues when attempting to withdraw winnings. After submitting the requested documents, the casino deleted the player's account without further communication. The Complaints Team attempted to assist by reaching out for more information, but due to a lack of response from the player, the complaint was closed. The team remained available for future assistance if the player chose to reopen the complaint.
Golden Panda Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: €5,100
Golden Panda Casino
Safety Index:LowCase summary
Discussion
Public
Public
11 months ago
Translation
I've been playing at this casino, where I've had a verified account for two months. I won a nice prize, and when I tried to withdraw it, they started asking me for documents. After sending them, they told me they'd contact me, but they deleted my account.
Automatic translation:
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10 months ago
Dear kevinbautista1606,
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 how long ago you registered your account?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
Dear kevinbautista1606,
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.
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10 months ago
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,
Petronela
Casino.Guru
