Golden Panda Casino - Player seeks refund after account closure.

Hello,

this is the email i send too the casino.

 

As indicated in the chat, I am asking for a full refund of the money I lost in your casino. I am asking for this refund for the following reasons.

https://lawandmore.eu/blog/claim-lost-money-from-online-casinos-without-a-license/

 

1. the main reason. I am registered in different license providers as a gambling addict also in the dutch cruks register. you guys shouldn't let me open an account. I have registered all address and contact details with which I am also registered with the licensor. 

 

2. You are not allowed to accept players from the Netherlands because you do not have a gambling license for the Netherlands. There are very high fines for this. (you also accept ideal payments) which is aimed at the Dutch market. Also in your own t&c holland is not a restricted area (but holland is definitely restricted)

3. you have ignored the duty of care. it must have been plausible to you that I have a gambling problem. I have deposited and wagered very high amounts in a very short time. this is a sign of a gambling addiction. You are also required to have limits set before you can start playing. This is also prohibited by Dutch law. Since I am a Dutch player, you must adhere to the laws of the Netherlands.

 

These are the 3 main reasons that I ask that the amount deposited be transferred immediately to the account number known too you

i also put a review on trustpilot and this is what they answer.

Hello Michael,

Thank you for reaching out and for taking the time to outline your concerns in detail. We understand the seriousness of your message and want to assure you that your comments have been taken seriously and forwarded to the appropriate department for internal review.

At Golden Panda, we recognize the importance of regulatory transparency and compliance with regional restrictions. We regret to inform you that, due to regulatory limitations, our platform is not authorized for use within the Netherlands. This is clearly outlined in the Terms and Conditions available on our site. While account registration may technically occur from a restricted region, our systems are designed to detect and block access where necessary.

We understand that you have sent multiple emails without a satisfactory response, and we sincerely apologize if your previous communications were not addressed appropriately.

To assist you further, we kindly ask that you email our dedicated support team at complaints@goldenpanda.com - this will allow us to better understand what exact issue you faced when playing with our casino.

We eagerly await your response.

i send now manny emails without any response while in there terms stand complaints will be solved within 90 days. This case starts in oktober

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that Golden Panda Casino does not operate with a license issued by Netherlands, therefore, they do not have access to the national register. In other words, because Golden Panda Casino operates without a necessary license, it is not possible for them to comply with Dutch-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.

• Could you please advise if you have ever informed the casino about your gambling problem?
• Also, do you currently have access to your casino account?

Thank you for your reply.

Best regards,

Katarina

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

Thank you for your patience, and stay safe.

Could you please advise if you have ever informed the casino about your gambling problem?

There were a lot of signs im struggle with a gambling problems, high and a lot of deposits, long time spending in the casino, and the risk i take were higher and higher.

Also, do you currently have access to your casino account?

no the account is blocked i only ask before with another casino of the same brand also for a complete ban for al eod code srl casino’s a ban because a gambling addiction.

and what about this?

We regret to inform you that, due to regulatory limitations, our platform is not authorized for use within the Netherlands. This is clearly outlined in the Terms and Conditions available on our site. While account registration may technically occur from a restricted region, our systems are designed to detect and block access where necessary.

this wile say there systems fail detecting im a dutch player, by dutch law a casino mist geoblock dutch players and that is the full responsibility of the casino.

Hello,

thank you for your reply.

Could you please clarify what is your current balance in Golden Panda casino?

I understand you are blocked on the casino's website, but if you wish, I can help you self exclude because of your gambling problem. Kindly let me know if you wish to proceed.

Regarding the recovery of funds, I am concerned that due to the lack of prior communication with the casino staff regarding a potential gambling addiction, it may be challenging to pursue a successful claim. The casino was not previously aware of any condition that might have influenced your gambling behavior.

Looking forward to your reply,

Katarina

Yes they are i request before a self exclusion for all casino’s and sistersites of that brand. Support from another sistersite advice me that and i did it immediately. I get also proof of that.

Hello,

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 Phoolie2222,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru