Golden Panda Casino - Player's withdrawal is delayed due to account verification issue.

Good morning

I made withdrawal request 20 March 2026, after that casino has requested KYC.

I go through link and uploaded my documents : ID , proof of address and selfie.

After that casino gave me another link I dont know how many times, alot.

I have opened many links (casino gave me) and uploaded my documents to all links.

After that casino reply to my email

"Greetings from Golden Panda! 

The matter has been forwarded to our relevant team for review, and you will be updated via email as soon as possible.

We understand you're eager to have this resolved. Please rest assured that our team is constantly working on such cases, and yours will be resolved as soon as possible.

Our team truly appreciates your patience and understanding in the meantime.

We wish you a great rest of your day and remain at your disposal."

AS SOON AS POSSIBLE is never ending.

My account is not verified yet, however I am looking forward to complete verification , and I followed all links (casino gave) and uploaded my documents many times.

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

Dear ALEKSANDRGAN,

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.

Could you please advise which documents you have already provided ?

I have provided my passport, and bank statement.

when exactly did you send the last one?

4 april 2026

Have you provided all the required documents as soon as possible and in the correct format? 

yes

Thank you in advance for your reply. 

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi

I sent documents for casino verification to attila.g@casino.guru.

I also forwarded all communication.

I also want to mention that now my account is closed.

This is last email message I received:

"Hello,

Greetings from Golden Panda! 

We are writing to inform you that your account has been closed following a review which identified a breach of our Terms and Conditions (https://www.goldenpanda.com/terms).

As a result, any remaining funds in the account have been voided in accordance with our policies.

This decision has been made after careful consideration and is final. We kindly refer you to our Terms and Conditions for further details regarding this matter.

Thank you for your time and understanding.

Kind regards,

Niko

Golden Panda Support"

I also want to mention that I did not use any casino bonuses at all.

I won only with real money balance.

Hello ALEKSANDRGAN,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Igor (igor.p@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,

Attila

Dear ALEKSANDRGAN,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Golden Panda Casino and I hope that together we will come to a successful resolution of your issue.

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 possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi there,

Kindly be informed that the player breached our T&Cs. Relevant evidence has been sent to CasinoGuru for review.

Best regards,

Golden Panda Casino Team

Dear ALEKSANDRGAN,

Could you please send me a completely new photo of your passport — one that you have NOT used for verification before?

I have already checked the photos forwarded to my colleague Attila, as well as the picture you used during verification.

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Hi

I sent photo to igor.p@casino.guru

Dear ALEKSANDRGAN,

Thank you for your email, and my apologies for not making myself clear.

I meant a completely new photo of the passport that you used for verification at Golden Panda Casino. Therefore, please send me a new photo of the passport issued on 22.01.2024.

Once again, I am sorry for the inconvenience caused.

Hi Igor

My old passport is annulated , because new passport is issued by government.

You can check validity of my document on official website https://www.politsei.ee/en/inquiries/document-validity-check

I attach screenshot , that my new passport 16.03.2026 is VALID

Dear all,

My apologies for the late reply. I was attending a conference.

I will need a little more time to thoroughly review this case and the evidence submitted by both parties.

Therefore, I will reset the timer and provide you with an update in the near future.

Thank you all for your patience.

Dear Golden Panda Casino,

Thank you for providing all the information and evidence regarding this case.

Dear ALEKSANDRGAN,

Unfortunately, we have to reject your case, as the casino has provided evidence that you have indeed violated its terms and conditions. Since the evidence is of a sensitive nature and includes information from the casino’s internal systems, I am unable to share further details. Thank you for your understanding.

Due to the aforementioned reasons, we will now proceed to reject this complaint. 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.

Respectfully,

Igor