Golden Panda Casino - Player’s cashback payment is missing.

Hello,

I would like to file a complaint regarding a missing cashback payment of approximately €50.

During the previous cashback period, I had around €500 in net losses, which should result in a cashback of about €50 according to the casino’s policy.

However, my account remained in "limited functionality" status due to a payment issue, even though this issue had already been fully resolved and the funds were successfully returned to my bank account.

Additionally, my account is still restricted, and I am unable to access the casino normally. I can only access the withdrawal section, which confirms that the restriction is still in place.

Because of this restriction, the cashback was not credited automatically.

I would like to emphasize that:

The issue was not caused by me

The refunded amount was never available for gameplay

The situation had already been resolved before the cashback was due

The account restriction is still active and outside of my control

According to the casino’s own terms, the cashback is wager-free, meaning it should be withdrawable without restrictions.

Therefore, I request that the casino:

Manually credits the missing cashback

Allows me to withdraw it as intended

I have contacted the casino multiple times but have not received any response.

Thank you for your assistance.

Kind regards

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golden Panda Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Would you be able to document your net losses from the relevant period and share the relevant evidence of your claim with me?
• Could you please share with me your attempts at communication with the casino when trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Hannawe,

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.

En pääse kasinotilille sisään joten en saa otettua kuvia.

Casinon kanssa olen ollut sähköpostitse yhteydessä mutta he eivät kuin että pitää odottaa. Kulunut yli kaksi viikkoa.

Thanks for your reply.

Please note that we may not investigate without any evidence of the incident from your side.

Kindly share your recent exchanges with the casino on the topic or any other relevant evidence.

Send the information to my email at tomas@casino.guru

Dear Hannawe,

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,
Tomas
Casino.Guru