Golden Panda Casino - Player’s withdrawal is delayed after account closure.

I requested a withdrawal of 1700€ from my account at Golden Panda.

The withdrawal was initially marked as processed ("paid"), but it was later reversed and the funds were returned to my gaming account. Shortly after, my account was closed by the casino following a Source of Funds (SOF) verification process.

I fully cooperated with the verification and provided all requested documents, including bank statements, proof of income (URSSAF / France Travail), and explanations regarding my transactions.

Despite this, the casino refused my withdrawal and continues to request additional SOF documents without clearly specifying what exact document would be sufficient to resolve the issue.

There is no indication of fraud or any violation on my side. All deposited funds come from legitimate and traceable personal income.

I am requesting a fair review of my case and the release of my withdrawal or a clear final decision.

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Dear cynthiapellet25a,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• The screenshots of emails from customer support does not show the date it was sent. Please forward the messages from customer support to my email jean.s@casino.guru

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,

Jean

Dear Jean,

Thank you for your message and for handling my complaint.

I mainly played slot games, especially Sweet Bonanza.

My winnings were accumulated without any active bonus.

Regarding the email screenshots, I understand your request. I will forward the original emails from customer support to your email address so that the dates are clearly visible.

Please let me know if you need any additional information.

Kind regards,

Dear cynthiapellet25a,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Dear Jean,

Thank you for your message and for your support.

Kind regards,

Dear cynthiapellet25a,

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.

Dear Igor,

Thank you for your support.

Kind regards,

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.

Dear cynthiapellet25a,

I have repeatedly tried to contact the Golden Panda Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor

Dear all,

The casino requested the reopening of this case with the following message:

"We would like to inform you that the withdrawal request has been processed from our end. The funds should reflect in the player's account soon."

Dear cynthiapellet25a,

Please let us know whether this information is correct.

Additionally, feel free to share any further information regarding this case. Thank you.

Hello,

I would like to confirm that I have now received my withdrawal successfully and the issue has been resolved.

Thank you for your assistance and support throughout the process.

Kind regards,

Dear cynthiapellet25a,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P