The player from Germany had won 1415 euros on January 16, 2025, but had not received her winnings despite them being marked as paid. After uploading bank statements, her attempts to resolve the issue led to ongoing delays with minimal communication from the casino, and she was still waiting for her funds nearly a month later. The issue was resolved when the casino processed the payout after the player communicated with the Complaints Team. The player confirmed that the funds were credited to her account, and the complaint was subsequently marked as resolved.
Golden Panda Casino - Player's winnings have been delayed.
Amount: €1,455
Golden Panda Casino
Safety Index:Below averageSafety Index
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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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
On January 16, 2025, I played in the casino and won 1415 euros. After that, I played a few more times and received 40 euros cashback over the next week. My winnings were marked as paid a short time later, but I didn't receive the money. After I complained, I had to upload bank statements. I did everything properly, but no money came. Then it's up to the bank that transferred the money back. I don't get a receipt for the transfer, my bank hasn't received any payment. Emails are initially answered with requests to wait, then not answered at all. The live chat is very friendly, but can't do anything other than forward the matter. My account is verified, which was also very complicated, and now I've been waiting almost a month for my money. I'm at a loss 😩
Automatic translation:
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2 months ago
Dear RosaL,
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 that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Which payment method did you choose for your withdrawal?
Could you please forward me the communication between you and the casino customer support regarding the lost transaction? My email address is veronika.f@casino.guru.
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,
Veronika
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2 months ago
Translation
Hello Veronika,
Thanks for the answer. No, I haven't received a payout from this casino yet.
I wanted the withdrawal to be made to the same account I had used to make the deposit. I made the deposit using a MasterCard issued to my account at Bank C24.
I forgot to mention that the 1st withdrawal attempt was marked as declined and the 2nd is still marked as initiated.
I will send you the email traffic separately by email.Thank you, kind regards
Roswitha Lang
Automatic translation:
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2 months ago
Translation
Hello Veronika,
Now that's what I call quick help, the casino paid.
I can't believe it, the money was credited to my account this afternoon.
I thank you very much.
Best regards
Roswitha L.
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear RosaL,
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,
Veronika Fritz
Casino.Guru
