Golden Panda Casino - Player’s withdrawal is being unjustifiably withheld.

Unjustified Withholding of €4,000 Withdrawal – Abusive "Third-Party" AML Tactics

Complaint Text:

I hereby file a formal complaint against Golden Panda Casino for bad-faith withholding of a verified €4,000 withdrawal.

Despite having completed full KYC — including an unedited bank statement showing my name, IBAN, and issue date within 90 days — the casino has blocked my payout based on a single incidental deposit made by a household member using account *…8235. That deposit had been transparently disclosed upfront.

Golden Panda now demands a selfie and ID from a third party, who is not a registered account holder and has no claim to the funds. There is no clause in their Terms and Conditions (dated 17.09.2024) authorizing this demand. AML regulations do not override basic consumer rights or allow withdrawal blackmail.

My €4,000 balance does not arise from the incidental deposit in question; it was accumulated through my own verified deposits and legitimate gameplay. Multiple escalation emails were sent, and the casino failed to:

provide a transaction-level trace proving third-party funding under clause 6.8;

cite any binding clause authorizing the ID/selfie demand;

explain why a fully compliant ING bank statement was deemed unacceptable.

The final communication (see attached Annex Z9) clearly confirms that I fulfilled every requirement — yet my account remains on hold.

I am now requesting Casino Guru’s assistance in resolving this dispute. Golden Panda’s conduct violates both player rights and the spirit of fair AML implementation. If unresolved, I reserve the right to escalate further via affiliates, regulators, and public platforms.

Attached are the relevant documents (Annexes A–Z9), including:

KYC-compliant bank statements;

full email correspondence with support;

the final escalation letter confirming contractual compliance.

Thank you in advance for your review and support.

Complainant:

N***** A*******

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Dear NucleonbetCase,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Golden Panda Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What date exactly has the deposit from a household member's card happened?
• How long have you been a player at this casino, please?
• Have you accumulated your winnings with the help of bonus, please?
• Have you had any successful withdrawals in the past?

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,

Katarina

Dear Katarina,

Thank you for your quick response.

The incidental household deposit occurred on 24 September 2025.

I’ve been registered with Golden Panda since August 2025.

No bonuses were used to generate the €4,000 balance, and I have not made any prior withdrawals.

Please note that the withdrawal request for €4,000 was submitted on 30 September 2025 and remains in Processing status, as shown in the attached screenshot (Annex Z10).

All gameplay and deposits—except for the single disclosed household deposit—originated from my own verified account.

Thank you for assisting in resolving this matter.

Kind regards,

N***** A******

Dear NucleonbetCase,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

"Dear Katarina,

The full correspondence and supporting documentation have already been sent as a ZIP archive. Please confirm receipt.

Kind regards,

N******* A********"

Its not nucleonbetcase but golden panda casino case.

Dear NucleonbetCase,

thank you for your reply.

I have looked for the email from you, however I was unable to locate it. Could you please resend it? My email is katarina.d@casino.guru. Kindly put Golden Panda Casino in the subject line.

Looking forward to your email,

Katarina

Dear NucleonbetCase,

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.

I mailed you my complete casefile again on 29th of october and again today.

Best regards,

Niels

This is not nucleonbetcase but against golden panda casino.

Dear NucleonbetCase,

thank you for your message and your emails.

I have reviewed the email correspondence between you and the casino. While I understand that unintentional errors can occur, online casinos often have strict policies regarding such incidents. Given the brief period of six days between the accidental deposit and your subsequent withdrawal request, the casino may perceive that these funds contributed to your winnings. This is a situation that contravenes their terms and conditions. Consequently, I am concerned that our ability to provide further assistance is limited. However, you have the option of contacting the Curacao Gaming Control Board, as they may possess additional resources to assist players. Please be aware that, due to the circumstances, a resolution may be challenging. To contact the Curacao Gaming Control Board, please direct your inquiry to complaints@cga.cw. I highly suggest reading our article how to submit a complaint to regulator before you do so.

I will now close this complaint.

I regret that I could not have been of more assistance.

Katarina