Golden Panda Casino - Pelaajan voitot takavarikoidaan.

Dear elisabethschmidt1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

It appears you submitted PDFs of scanned documents

• Have you provided photos of the original printed documents to the casino as well? With what result?
• Have you achieved your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I am incredibly grateful that you continue to help me. Have a nice weekend.

my dear

Elizabeth

Jag är oerhörd tacksam att du föröker hjälpa mig. Trevlig helg på dig

mvh

Elisabeth

Hi! Today I sent them a blank photo. Thank you for your help, I'm too old to do anything, so I'd be grateful if you could help me.

hej! idag har jag sent tom foto till de. Tack för din hjälp, jag är för gamal höänga med allt, därför är jag tacksam om du hjälper mig.

Thank you very much, elisabethschmidt1981, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear elisabethschmidt1981,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Golden Panda Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Thank you so much for your help. The bank has given everything, they are incomprehensible to the dilemma. The bank can't help me anymore, now I only trust you. I really hope you can help me.

Tackar så jätte mycket för din hjälp. Banken har gett allt, de är oförstående inför dilemmat. Banken kan inte hjälpa mig mer, nu litar jag endast på dig. Hoppas verkligen du kan hjälpa mig.

Dear elisabethschmidt1981,

From what I understand, the casino is likely requesting a standard bank statement that shows your account activity — including income, deposits, and regular transactions such as bills. They typically require statements covering the past three months (March, April, and May).

I’d recommend sending this documentation to the casino, as it may help move things along. While we’re still waiting to hear from them as well, please don’t hesitate to update us if you receive any communication on your end. Thank you!

Dear Martina! The bank statement was sent again on June 3, 3 months ago.

Hope you can help me. Thanks in advance

Thank you

Elizabeth

Kära Martina! Kontoutdraget är skickat igen 3 juni 3 månader tillbaka.

Hoppas du kan hjälpa mig. Tack på förhand

Mvh

Elisabeth

Armando (Golden Panda)

3 Jun 2025, 20:27 EEST

Hello,

Greetings from Golden Panda! 

The document you provided appears to be a screenshot saved as a PDF, which unfortunately does not meet our verification requirements.

Kindly upload a clear, original PDF or image file of the full document (not a screenshot), so we can proceed with the verification process.

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

Thank you GoldenPanda Team for clarification!

Dear Elizabeth,

now we know why the document has been rejected. Please do not make screenshots of the documents, but upload them in their original version.

When you do, let me know please.

Hi! Now it has been sent again, according to the bank it should be original, hope they approve it now, so June 4th

Hej ! Nu är det skickat igen enl, banken ska det vara original, hoppas de godkänner nu, alltså 4 juni

Great! Thank you Elisabeth!

Please let me know when the casino approves.

Dear elisabethschmidt1981,

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.

Dear Golden Panda Team,

The player has submitted all the documents available to her, including those provided by her bank. While it appears that the bank assistant’s name has been redacted or modified, we understand this may have been done by the bank itself.

Could you kindly review the documents and let us know if there is anything else that appears inconsistent or requires further clarification?

I do believe that the player submitted everything she could!

Please feel free to contact me directly at martina.b@casino.guru if needed.

Thank you for your cooperation.

Hi there,

There are currently no pending withdrawals, and the account is open. A withdrawal of €427 was approved three days ago.

Best regards,

Golden Panda Casino Team

Thank you, I managed it myself and got the money.

Thank you

Elizabeth

Tack jag har klarat upp själv och fick pengarna.

Mvh

Elisabeth

Dear elisabethschmidt1981,

Wonderful news! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.