Golden Panda Casino

Case summary

The player from Germany files a complaint against Golden Panda Casino for failing to permanently close her account after informing them about her gambling addiction. Despite requesting account closure, it was reopened easily, and only after a significant loss was her account closed again. She seeks a refund of €1,600 and believes the casino did not fulfill its responsibility for player protection.

Discussion

Public

Sakura22

Bronze

Germany

Public

22 hours ago

Original

Translation

Dear Casino Guru Team,

I would like to file an official complaint against Golden Panda Casino.

I have tried several times to have my player account permanently closed due to my gambling addiction.

The casino was explicitly informed that I suffer from problematic gambling behavior or gambling addiction. Despite this knowledge, my account was temporarily closed at my request, but later reopened.

I find it particularly problematic that reopening the account was very straightforward and required only a short email. In contrast, closing the account is significantly more complicated and requires multiple confirmations. In my view, this does not adequately protect players.

To my knowledge, Golden Panda does not hold a German gambling license. Nevertheless, I was still able to play there.

During my last gaming session, I lost a total of €1,600. When I subsequently complained to the casino and pointed out the circumstances, I was initially told that they would offer me a bonus as compensation. However, the following morning my account was closed without any comprehensible explanation.

The account closure also resulted in the loss of my cashback entitlement. I received no information about the reasons for the closure in the live chat. Instead, I was simply informed that they could not provide any information for "security reasons" and that I should contact support via email.

I believe the casino did not adequately fulfill its responsibility regarding player protection, even though my addiction problem was known. Furthermore, I find the casino's communication contradictory and opaque.

For this reason, I demand a full refund of my losses amounting to €1,600. Should the casino be unwilling to do so, I am open to a fair out-of-court settlement.

I ask Casino Guru to look into this case and mediate between the parties.

Best regards

Sehr geehrtes Casino Guru Team,

ich möchte eine offizielle Beschwerde gegen Golden Panda Casino einreichen.

Ich habe mehrfach versucht, mein Spielerkonto aufgrund meiner Glücksspielsucht dauerhaft schließen zu lassen.

Das Casino war ausdrücklich darüber informiert, dass ich unter problematischem Spielverhalten beziehungsweise Spielsucht leide. Trotz dieser Kenntnis wurde mein Konto auf meinen Wunsch hin zwar zeitweise geschlossen, jedoch später wieder geöffnet.

Besonders kritisch sehe ich, dass die Wiedereröffnung des Kontos sehr unkompliziert möglich war und lediglich eine kurze E-Mail erforderte. Demgegenüber ist die Schließung des Kontos deutlich aufwendiger und muss mehrfach bestätigt werden. Aus meiner Sicht wurde der Spielerschutz dadurch nicht ausreichend umgesetzt.

Nach meinem Kenntnisstand verfügt Golden Panda zudem über keine deutsche Glücksspiellizenz. Dennoch konnte ich dort weiterhin spielen.

Bei meiner letzten Spielsession habe ich insgesamt 1.600 € verloren. Als ich mich anschließend beim Casino beschwerte und auf die geschilderten Umstände hinwies, wurde mir zunächst mitgeteilt, dass man mir mit einem Bonus entgegenkommen wolle. Am darauffolgenden Morgen wurde mein Konto jedoch ohne nachvollziehbare Erklärung geschlossen.

Durch die Kontoschließung habe ich zudem den Anspruch auf mein Cashback verloren. Im Live-Chat erhielt ich keine Auskunft zu den Gründen der Schließung. Stattdessen wurde mir lediglich mitgeteilt, dass man aus „Sicherheitsgründen" keine Informationen geben könne und ich mich per E-Mail an den Support wenden müsse.

Ich bin der Auffassung, dass das Casino seine Verantwortung hinsichtlich des Spielerschutzes nicht ausreichend wahrgenommen hat, obwohl meine Suchtproblematik bekannt war. Zudem empfinde ich die Kommunikation des Casinos als widersprüchlich und intransparent.

Aus diesem Grund fordere ich eine vollständige Rückerstattung meiner Verluste in Höhe von 1.600 €. Sollte das Casino hierzu nicht bereit sein, bin ich offen für eine faire außergerichtliche Einigung.

Ich bitte Casino Guru, diesen Fall zu prüfen und zwischen den Parteien zu vermitteln.

Mit freundlichen Grüßen

Automatic translation:

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

1 hour 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.

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

1 hour ago

Dear Sakura22,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Please also include any requests to reopen your account, as well as all subsequent communication between you and the casino customer support that eventually led to your account being closed again.

Thank you in advance for your cooperation.

Best regards,

Veronika

Golden Panda Casino - Player’s account has been reopened after reporting gambling issues.

Waiting for player to reply

6d 22h 54m 20s

Case summary

Sakura22 has 6d 22h 54m 20s to reply