Golden Panda Casino - Player's withdrawal is unjustly delayed.

Hello,

I am filing this complaint because GoldenPanda.com is unjustly blocking my withdrawal.

I made a deposit using my bank card ending in 2604, and I won money while playing with that deposit. I later requested two withdrawals (€500 on July 30 and €800 on July 31), using the same verified card.

I provided an official bank document proving that the 2604 card belongs to me, along with my ID and a selfie with the card.

However, the casino is now demanding documents for a previous card (ending in 9449) that was used only for earlier deposits, which did not generate any winnings.

That old card has been lost and blocked by my bank. It is no longer in my possession and has nothing to do with the winnings or the current withdrawal.

This request seems abusive and intended to delay or avoid paying legitimate winnings.

Furthermore, I carefully reviewed the Terms & Conditions of GoldenPanda, and there is no mention that players must provide documents for all past cards, especially if those cards did not generate any winnings.

In fact, even their official response to a user on Trustpilot clearly states that withdrawals are processed based on the card used to make the deposit that led to the winnings. That is exactly my case.

Despite this, my withdrawal is still pending, and support keeps asking for documents I simply cannot provide — for a card that is irrelevant in this situation.

I am therefore asking for Casino Guru’s help in mediating this issue and ensuring that GoldenPanda respects its own policies and processes my withdrawal.

I will provide all supporting documents:

– Bank statement confirming ownership of card 2604

– Screenshots of pending withdrawals

– Support messages requesting irrelevant card info

– Identity document and selfie

Thank you in advance for your support.

Best regards,

K******

Hello,

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:

• Have you had any successful withdrawals with this casino, please?
• How long have you been a player at this casino, please?
• Are you able to request a document from your bank stating the card ending in 9449 is no longer valid and in use, please?
• Alternatively are you able to view your old transactions with this card in your online banking and provide a proof you have once owned this card?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

I have been registered on this casino since June 2025.

I would like to clarify that I have never made any withdrawal from this site.

Regarding the card ending in 9449, I can provide a bank statement showing the deposit transaction made with that card.

Of course, my personal information will be blurred, except what is necessary for verification.

My bank issues statements on the 7th of each month, so I will be able to send this document to you on August 7th, 2025.

Thank you in advance for your understanding and support.

Kind regards,

K****

Hello,

I wanted to inform you that I have sent an email to GoldenPanda with my bank statement.

I have hidden sensitive transactions and personal data for privacy reasons, but all the GoldenPanda transactions are clearly visible, including the dates and amounts.

Kind regards,

Hello Katarina,

I am following up regarding my last two comments posted on my complaint page, which have been showing "Waiting for approval" for over 5 days.

Could you please confirm if you have received and reviewed them?

I just want to make sure that all the information I provided — including the email I sent to GoldenPanda with my bank statement — has been noted.

If needed, I can resend the details directly by email.

Thank you for your time and support.

Kind regards,

K*****

Hello , casino panda response :

Hello,

 

Thank you for the follow-up!

 

Please be informed that the provided document does not meet the requirements.

 

Edited or converted files, screenshots and scanned documents cannot be approved.

 

To proceed, please provide us with an official unaltered digital PDF card ownership confirmation statement, transaction history export or a card statement from the card ending in **9449.

 

Ensure that it was issued within the last 90 days and contains the following:

- Issue date

- Cardholder's full name

- The card's last 4 digits

 

Additionally, we require a PDF bank statement showing the last deposit you have made with the card **9449.

 

Please provide us with the requested document at your earliest convenience by attaching them to a reply to this email.

 

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

 

Kind regards

Hello,

I would like to inform you that I have already provided GoldenPanda with a complete and official PDF bank statement from my bank, showing:

The issue date

My full name

The last 4 digits of the card

The deposit transactions made with GoldenPanda, including the dates and amounts

This document fully meets the requirements they mentioned earlier. Despite this, GoldenPanda is still refusing to proceed with my withdrawal and is requesting the same information again, without giving any valid reason.

At this stage, I believe the casino is intentionally delaying the payment process. Please consider this as further evidence of their bad faith in handling my withdrawal request.

Kind regards,

K******

Hello,

thank you for your messages.

Could you please forward all communications you have had with this casino to [email protected]. 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

Hello,

I would like to inform you that GoldenPanda has now rejected my latest document, even though I have already provided:

An official bank-issued PDF confirming my ownership of the cards ending in 2604 and 9449.

Full bank statements showing the deposits made to GoldenPanda.

Photos of the card ending in 9449.

These documents already meet their stated requirements and clearly confirm that both cards belong to me. Despite this, they are now requesting new bank statements for both cards, with the same information they already have.

This is a clear example of them constantly changing requirements in order to delay my withdrawal. I kindly ask you to take this into consideration as proof of bad faith and to assist in pushing for a resolution.

Kind regards,

I have sent you all the documents the casino has in their possession that prove both cards belong to me. I don’t know what else to do.

Hello, here are all the documents I sent them, and it’s still not enough. It was the 9449 card that was causing the issue, and now they are asking me again for the documents for the 2604 card. They are just making me go in circles

Hello,

I have just learned that my Golden Panda account has been closed without any prior notice, while I had two pending withdrawals (€800 and €500) and had already provided all the requested documents, including official proof that the cards ending in 2604 and 9449 belong to me.

I am attaching the screenshot showing the message "Your account has been closed". This closure occurred while the casino is still holding my funds and refusing to transfer them.

I kindly request that you add this new evidence to my case and assist me in obtaining full payment of my winnings.

Thank you for your help.

Best regards,

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Golden Panda Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Hello karim7236,

 

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

 

I would like to request the presence of a representative from the casino in this conversation.

 

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.

 

Respectfully,

Attila G.

 

Hello,

I would like to update my case. I have already provided Golden Panda with all the official bank documents they requested. Despite this, I still have not received my withdrawal since July 31st.

My account was later closed without any valid explanation, while my two withdrawals (€800 and €500) remain pending. This clearly shows that Golden Panda is refusing to pay me despite full compliance on my side.

Thank you for adding this update to my case.

Best 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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to 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 you contact the Curaçao Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij