The player from the United Kingdom faced issues with withdrawing £1000 from Golden Panda, as his account had been closed and he received no responses to his emails. The Complaints Team attempted to contact the casino multiple times but received no cooperation. Consequently, the complaint was marked as 'unresolved' due to the lack of response from the casino, which may have impacted its rating. The player was advised to contact the Anjouan Gaming Authority for further assistance.
Golden Panda Casino - Player’s account has been closed.
Black points: 520
Amount: €1,000
Golden Panda Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
Golden Panda Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
3 months ago
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4 months ago
I recently attempted to withdraw 1000 with golden panda. They have closed my account and are not replying to my emails
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4 months ago
Hello lewisere,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Panda 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
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4 months ago
Hi nick yes as far as i’m aware my account my was verified i have ID so that wouldn’t be a problem if it wasn’t. They was happy to take all my deposits but then refuse to pay my winnings. It was real money no bonus. I last spoke to them yesterday through email. I cannot now log into my account so it appears they have blocked my account. How is this allowed?????
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4 months ago
Hello lewisere,
Would it be possible to forward the communication between you and the casino related to this matter to nikolas.b@casino.guru for further review?
Looking forward to your response,
Regards,
Nick
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4 months ago
Hello lewisere,
I still haven't receive any e-mail from you yet.
Did you forward it or did you send it from a different e-mail address?
Regards,
Nick
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4 months ago
Dear lewisere,
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.
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4 months ago
Hello lewisere,
Based on the information from the screenshot, it seems like you own multiple accounts.
Can you please clarify if you ever did own an another account in the past in this casino or if any of your family member owns an account here as well?
Awaiting your response.
Regards,
Nick
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4 months ago
Hello nick, i can confirm i only have the one account and nobody i know owns an account with this casino
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3 months ago
Hello lewisere and thank you for the information provided.
As we will need further evidence from the casino, I will be forwarding 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
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3 months ago
Hello lewisere,
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 Golden Panda Casino representative to join this conversation and participate in resolving this complaint.
Dear Golden Panda Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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3 months ago
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.
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3 months ago
I do not expect them to reply. Worst casino iv ever played iv been scammed!!!!
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3 months ago
Hello lewisere,
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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
