The player from Germany filed 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 sought a refund of €1,600 and believed the casino did not fulfill its responsibility for player protection. Upon reviewing the evidence, we found that the player did not specify gambling addiction in her initial closure request, and the first verifiable mention of her gambling problem was dated after the account was reopened. Due to lack of evidence proving the casino was informed about her addiction before the losses, we could not hold the casino responsible and the complaint was rejected.
Golden Panda Casino - Player’s account has been reopened after reporting gambling issues.
Insufficient evidence from player
Amount: €1,600
Golden Panda Casino
Safety Index 1.8 Very lowCase summary
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
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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
TranslationCan someone else take over if Veronika is absent?
Hello Sakura22,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Thank you for your email and for your patience while I was away from the office.
I have reviewed the communication you sent me, and although you asked the casino in September 2025 to close your account, you have not specified the reason why you want to close it. The first mention of gambling addiction is in your email from 2 June 2026.
Have you mentioned gambling addiction or gambling-related harm in any of your messages with customer support between these two dates? If so, kindly forward them to me.
TranslationYes, I did, but the chat couldn't be saved. So I have no proof. And now they were going to get back to me, but they're not responding anymore. They told me they would reply. Since then, they've been ignoring every email.
Dear Sakura22,
After carefully reviewing the evidence available to us, I am unfortunately unable to conclude that the casino failed to comply with its responsible gambling obligations.
The documentation you provided shows that you requested account closure in September 2025. However, in that communication, you did not mention gambling addiction, gambling-related harm, or any other reason that would allow the casino to identify the request as a self-exclusion due to a gambling problem.
As we previously explained, there is an important distinction between a standard account closure and a self-exclusion request. The first documented communication in which gambling addiction was mentioned is your email dated 2 June 2026. You stated that you had also informed the casino about your gambling problem through live chat before that date. However, as no records of those conversations are available, we are unable to verify that such communication took place.
When resolving complaints, we must rely on verifiable evidence. Unfortunately, in this case, we only have proof that the casino was informed about your gambling addiction on 2 June 2026, and your account was subsequently closed. We do not have evidence showing that the casino had this information at the time your account was reopened or before the losses in question occurred.
For this reason, we cannot conclude that the casino knowingly allowed a self-excluded player to continue gambling or that it should be held responsible for your losses. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
