Golden Panda Casino - Player’s funds are confiscated due to account closure.

I won €38000 playing the live game shows on golden panda casino. They have withdrawal limits which are €4000 a day and €10000 a week and €20000 a month. I was able to withdraw €20000 of my winnings in November and was going to withdraw the rest a month later but when I tried to login to play a few slots I couldn’t login. I spoke to the live chat support and they informed me that they did not operate in the uk anymore and all accounts that were registered in the uk wouldn’t be able to be used anymore. So I asked how I would get what was left in my account (which is €18500) and they told me that their accounts department would have to manually refund it to me but they couldn’t tell me when it would be done or any sort of timeframe for it to be done but they did say that I would get an email when an update was available. My 1st contact with them about this was on 28/11/24 and I have had no refund and no email from them and since then I have talked with them on the live chat about 10 times and they have just told me the same thing every time that my case is still getting looked at and there is no update available

Dear Jaff1283,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

i have passed full verification with the casino I had to do it before I could make my first withdrawal. I accumulated my winnings without any bonus and I have these screenshots of a live chat conversation in which they state that I will definitely get my money

I have just spoke to them again and this is what they have said

Dear Jaff1283, do you have any updates on the refund?

Nothing at all still waiting

Thank you very much, Jaff1283, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Jaff1283 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Golden Panda Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help the player receive their winnings.

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.

this issue has now been resolved thank you for the help issue

Dear Jaff1283,

We're glad to hear that your issue has been resolved. We'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. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter