Golden Panda Casino - Player's winnings have been confiscated.

good evening

I played GoldenPanda casino with a deposit bonus 200% - wagered full amount. My balance was 4465 EUR (after wagering completed)

I complete KYC and made withdraw

After that my balance was "Balance Deduction" and I received email

"Hello,

Greetings from Golden Panda!

After reviewing your gameplay, our respective team has detected that you practiced abusive promtional behavior, which is against our Bonus Terms & Conditions.

Such behavior includes, but is not limited to, bonus hunting, collusion, fraudulent activity, the use of multiple accounts, or any pattern of gameplay that is inconsistent with fair use of promotional offers.

Please note that we reserve the right to revoke any bonus funds and winnings if a customer is found in breach of our terms listed in our "Bonus Terms and Conditions" or "General Terms and Conditions".

As such, the winnings gained from the bonus "200% Welcome Bonus" have been voided, and from now on, the bonus capabilities of the account are blocked as a final and non-negotiable decision by our dedicated specialists.

Thank you for understanding and we remain at your disposal.

Kind regards,

Titania

Golden Panda Support"

I attach screenshots to this complaint.

Casino guru review please this case.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What games did you play while your welcome bonus was active? Did you play one game only, or did you switch between various different games?
• Am I correct in understanding that you cancelled the free spins you were awarded and did not play with them at all?

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

Best regards

Veronika

HELLO

What games did you play while your welcome bonus was active?

I played video slots

Did you play one game only, or did you switch between various different games?

I played two games : Multiplier Odyssey and The Great Pigsby

Am I correct in understanding that you cancelled the free spins you were awarded and did not play with them at all?

I did not play free spins (I not cancelled them, they are just left unused)

Dear GUTANS,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello there,

Thank you GUTANS for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Golden Panda Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact Golden Panda Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter