The player from the United Kingdom had won £400 on Panda Zino but was unable to sign in and access her account after being asked to submit identification documents and a selfie. She questioned why she had been allowed to play if there were restrictions and believed she should have been able to claim her winnings. We attempted to gather more information about her gameplay and document submissions to assist with the issue. However, due to the player's lack of response to our inquiries and reminders, the complaint was closed for the moment. The player may reopen the complaint in the future if she wishes to resume communication.
Panda Zino Casino - Player cannot access account after winnings.
Closed
Our verdict
Player stopped responding
Amount: £400
Panda Zino Casino
Safety Index 2.1 Very lowCase summary
Discussion
Public
Public
3 weeks ago
I played on panda zino and won £400 it accepted my payment and it has asked me to send in do mention and a selfie but now I cant sign in if i was not allowed to play on there why did it accept me and not say when I signed in the UK did it not stop me it not fare as that money is still in my account i should be able to claim it if I played on it I won the money fare and square and it still has not refused me it has only asked for my information paperwork and selfi
Public
Public
2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 weeks ago
Dear mariedunlop69,
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?
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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
Petra
Public
Public
1 week ago
Dear mariedunlop69,
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.
Public
Public
6 days ago
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,
Petra
Casino.Guru
