The player from Germany had been waiting for a withdrawal from Golden Panda for three weeks, despite having verified her account and identity. Although the funds were marked as paid out, they had not arrived in the player's account, and additional bank statements were submitted as requested. The issue was resolved after the player successfully received all outstanding payments, confirming that the transactions were eventually credited to her account. The complaint had been marked as 'resolved' in the system.
Golden Panda Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €7,300
Golden Panda Casino
Safety Index:LowCase summary
Discussion
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10 months ago
Translation
According to Golden Panda, I have properly verified my account and identity.
Then the funds disappeared and were marked as paid out, but nothing arrived in my account.
I had to submit my entire bank statements, including days that are really none of their business. But whatever, I did what they asked. Now a week has passed again, and I still don't have any money in my account.
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10 months ago
Dear Tafri1987,
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.
- Have you made any successful withdrawals before?
- Do I understand correctly that the withdrawal request seems to be processed according to the cashier/withdrawal section?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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10 months ago
Translation
Hello
all payouts are shown in account history as paid out
played without bonus money
no withdrawals have been made yet these were the first
are divided into
on December 26, 2024 from 300€
on 06.01.2025 from 1000€
on 07.01.2025 of 2,000 €
further on 07.01.2025 of 1,000€
on January 8, 2025 of 3,000€
all these payments are recorded as paid out in the history
but not a single one has arrived in my account so far
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10 months ago
Thank you for your reply, Tafri1987. Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.
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10 months ago
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I have forwarded emails to you
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10 months ago
Thank you very much, Tafri1987, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Hello Tafri1987,
We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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10 months ago
Dear Tafri1987,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Golden Panda Casino representative to join this conversation and participate in resolving this complaint.
Dear Golden Panda Casino,
Could you comment on this?
Thank you in advance for providing the information.
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10 months ago
Translation
About 2 weeks ago the payouts were credited back to my player account except for 300€ and the nightmare starts all over again.
now I have two withdrawals again, one for 3000€ and one for 4000€ which are marked as paid on withdrawal but are not credited to my account
In addition, the 300€ from December 26, 2024 are still missing.
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10 months ago
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.
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10 months ago
Translation
Short update from me too:
After my last email in which I had CC'd Stefan, my 300€ from December 26th, 2024 was suddenly credited back to my player account.
And then I had completely given up hope but I thought I'd try again to request a withdrawal of the €300 and suddenly, lo and behold, within a few minutes the €300 was in my account.
Now we are still missing €4,000 and €3,000, so a total of €7,000.
Now you can see that the payout to my account is working, so I have now written another email to Golden Panda, again with Stefan in CC, and have again asked them to pay the money into my account and, as in every email, I have now added my current daily account statements up to January 2025 to a total of 12 emails.
Please keep your fingers crossed that my nightmare has finally come to an end after a total of 3 months
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10 months ago
Hi there,
After conducting an internal investigation, we confirm that your withdrawal requests have been processed successfully on our end. However, it appears that your bank has repeatedly rejected and reversed the transactions.
We recommend contacting your bank to understand the reason for these rejections, as they may have specific policies or restrictions. To avoid further delays, we suggest using an alternative bank that may better support these transactions.
Kind regards,
Golden Panda Support Team
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10 months ago
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this is not true see history with my bank
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10 months ago
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In addition, the last payment was also made to my account.
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10 months ago
Dear Golden Panda Casino,
From the supporting evidence, it appears that the player's bank does not block the transactions. Could you investigate further whether there isn't any problem from your side?
I'll be awaiting your reply.
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10 months ago
Hi there,
We’ve reviewed the case, and based on the information from our provider, one of the transactions was rolled back and returned. While there’s no confirmed issue on our side, it seems there might be a problem with the player’s bank.
We suggest the player requests the withdrawal to a different bank account to help resolve this.
Kind regards,
Golden Panda Support Team
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10 months ago
Translation
Amounts under 1000€ are unproblematic, and immediately
as soon as the beer is 1000€ it is marked as paid but does not go into my account.
Again two payments, one 1500€ and one 1600€, have not been received in the account. But marked as paid
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10 months ago
Hello Tafri1987,
Could you try to withdraw just 1000€ again if you could successfully withdraw the funds to your bank account?
I'll be awaiting your reply.
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10 months ago
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I now have to wait until tomorrow to withdraw as the daily limit of €4,000 has now been reached, but as I said, €1,500 and €1,600 were marked as paid in the history but did not arrive in the account. The withdrawals of €400 and €500 were immediate and within minutes.
I still have €3000 in my player account that I can't try to withdraw until tomorrow. And I have to beg for weeks for them to credit me back for the failed withdrawals.
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10 months ago
Hello Tafri1987,
Thank you for your response and the information provided.
Please let me know tomorrow if you managed to request a withdrawal of 1000€.
I'll be awaiting your reply.
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10 months ago
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OK, so the money has arrived after all 🙂 I can hardly believe it.
I'll contact you tomorrow or the day after when all my outstanding payments are in my account.
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10 months ago
Hello Tafri1987,
Thank you for your response and the information provided.
Your bank might be blocking transactions over a certain amount after all.
Please keep us updated regarding the withdrawal of the funds.
I'll be awaiting your reply.
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10 months ago
Translation
ALL payments received!
This case can now be closed as solved.
many thanks to everyone who helped
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10 months ago
Dear Tafri1987,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
