The player from Spain faced an issue with his account being blocked. He received no responses to his emails and had not received a refund for his funds. The casino stated that his account was closed due to legal threats and that he had no available funds. Despite the player's claims of the casino operating illegally and using false codes, the Complaints Team concluded that there was nothing further they could do, as the casino had the right to close accounts and no funds were present at the time of closure. The complaint was ultimately rejected.
Golden Panda Casino - Player's account has been closed without explanation.
Amount: €700
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
Closed
Our verdict
Other
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
After contacting the casino to inquire about the fake trading code they use, they blocked my account without explanation.
They don't respond to my emails and they don't refund my money.
Automatic translation:
Public
Public
1 month ago
Dear Curritokira,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golden Panda Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Was there any active balance on your casino account?
- Does the casino withhold your deposits or has the casino confiscated any balance?
- When was the last time you were in contact with casino support and what did you discuss?
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 month ago
Translation
The casino does not respond to any email I made around 30 deposits and there were funds
Automatic translation:
Public
Public
1 month ago
Dear Curritokira,
Do I understand correctly the casino withholds funds in the sum of 700€ on your player's account?
- Have you made any previous withdrawals from the casino?
- Have you completed account verification in the casino?
- Could you please forward the most recent emails you sent to the casino?
- Are you able to reach the casino via live chat?
- Send the information to my email at tomas@casino.guru
Thanks in advance for your reply.
Public
Public
1 month ago
Translation
The casino did not even inform me that it was closing my account. They also do not answer my emails or chat.
I don't know exactly what funds I had or what deposits I had since they use fake client codes.
Automatic translation:
Public
Public
1 month ago
Dear Curritokira,
Based on the provided information we are unable to confront the casino. Please note we don't consider the practices of the casino you informed us about a valid reason to request a refund of lost funds. If the casino allows you to deposit and play, we believe they should pay you your winnings.
Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
Unless there is proof the casino withholds your balance, we are powerless to confront them.
Thanks in advance for your reply.
Public
Public
1 month ago
Translation
Thanks for your help.
I am sending you a screenshot showing the blocked account and an email sent asking for explanations about the account closure, which they do not respond to. If they contact me, I will let you know.
Kind regards
Automatic translation:
Public
Public
1 month ago
Translation
They still haven't responded to the email
Automatic translation:
Public
Public
1 month ago
Translation
They block me and don't answer my emails. What else can I do?
Automatic translation:
Public
Public
1 month ago
Translation
I have found out that they operate illegally in Spain because they do not have a license, allowing banned players to play using false customer codes in Visa charges that have nothing to do with gambling. They appear as ordinary purchases and financial transactions.
It's all very murky...
Automatic translation:
Sensitive attachment
Sensitive attachment
4 weeks ago
Translation
I have managed to contact them via chat. They tell me that they have blocked my account due to an internal decision.
Attached is a screenshot of the chat.
Automatic translation:
Public
Public
4 weeks ago
Thank you very much, Curritokira, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Public
Public
4 weeks ago
Translation
Thanks for everything, Tomás. A pleasure.
Automatic translation:
Public
Public
3 weeks ago
Hello Curritokira,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Golden Panda Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Public
Public
3 weeks ago
Hi there,
After a thorough check, the account has been closed due to legal threats. According to our procedures, the customer cannot reopen the account.
He does not have any available funds in his account.
Best regards,
Golden Panda Complaints Team
Public
Public
2 weeks ago
Translation
Yes. Because the casino operates illegally in Spain and uses false commercial codes to evade controls and taxes.
Breach of Visa's terms and conditions and its own license. More seriously, the data protection law.
I've decided I don't want your dirty money from illicit sources. I'd rather report you to the relevant authorities for everything mentioned above. That way, I'll sleep more peacefully.
Automatic translation:
Public
Public
2 weeks 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.
Public
Public
1 week ago
Dear Curritokira,
Since there were no funds in your account at the time of closure, and also due to the fact that it's the casino's right to close a player's account, there seems to be nothing for us to do in this case. Because of this and also because of your decision not to pursue anything further, we have reached a point where we can not provide you with any help nor resolution.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
