Panda Magic Casino - Player is locked out after winnings were delayed.

I recently joined up with an online casino called panda magic I deposited $33 and won $200. They did not pay me but sent me a receipt and said it had been processed. When I questioned the payment and said I hadn’t received it they said that they were working to resolve the issue. They have now locked me out of my account and continue to say the same they are working to resolve the issue.

Are u able to help me recover my winnings? 

Hello shansharp74,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Panda Magic Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi

yes my account was verified at the time I registered. I deposited $33 real money and with that I took a 80% deposit bonus. Which had a minimum withdrawal of $178 and the rollover was completed. So the rules had been met! The last time I spoke to them was yesterday on live chat but not through my account as I no longer can login they have locked me out!

Hello shansharp74,

Please keep in mind that every withdrawal may take up to 14 days once the player is fully verified.

I would advise to wait a few more days.

If the withdrawal still would not be received, we will try to intervene.

Looking forward to hearing from you.

Regards,

Nick

Hi

ok, but given the fact they have locked me out of my account suggests that I won’t be receiving my funds. Plus it is a payID casino so the funds should be instant.

Hello shansharp74,

Would it be possible to forward the e-mail communication between you and the casino regarding this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hi I have emailed you

Thank you shansharp74 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello shansharp74,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Panda Magic Casino representative to join this conversation and participate in resolving this complaint.

Dear Panda Magic Casino,

Could you please state why the player's withdrawal has not yet been paid out?

Thank you in advance for providing the information.

Ok thank you 🙂

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru