The player from Spain had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We had attempted to assist by requesting updates on the status of the withdrawal and had extended the timeframe for a response. However, due to a lack of communication from the player, we were unable to investigate further, and the complaint was rejected.
Golden Panda Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €750
Golden Panda Casino
Safety Index:LowCase summary
Discussion
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7 months ago
Translation
good morning.
I have been betting at Golden Panda for over two months and have never had any problems. At first they asked me for documentation regarding my address, ID and some other documentation that I sent and they accepted quickly. After two months of betting, the withdrawals that were automatic and arrived to my bank instantly have stopped and have been left pending. I have sent them an email asking what was happening with my withdrawals and the reason why they were not being processed as quickly as usual.
They have responded to me that due to the high amount of my bets I had to provide them with the source of my funds. I have sent them the submitted tax return and also my last 3 paychecks from my job. 4 days have passed and they have not responded to me. The withdrawals are still not processed and no one tells me anything... the email responses seem to be made by a bot...
Can you help me? Thank you very much
Automatic translation:
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7 months ago
Dear pourico,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
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7 months ago
Translation
I already provided the KYC documentation. The problem is that after two months of withdrawing without any problems, last Saturday they stopped processing my withdrawals and sent me an email asking me to provide financial documentation showing that I have sufficient income or savings for the level of betting I'm doing. I've sent them my tax return and my last three paychecks, but there's no live chat and they're no longer responding to my emails... it's as if they don't want to process my withdrawals and it seems like the replies are coming from a bot...
Automatic translation:
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6 months ago
Dear pourico,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
