Golden Panda Casino - Player’s withdrawal has been declined.

Goodmorning, I have an issue with Golden Panda Casino.

Last month I opened account, I played a lot, all withdrawals was coming good and today I got an information that my withdrawal is declined during their terms & conditions.

Tried to asked further whats the reason and they told me its about that I used one time my business acc for deposit by mistake. That was one week ago, I got an email from them and there was not a problem cause I got later another withdrawals.

So they said before thats not a problem, they paid all withdrawals and right now they used thats reason for today.

All chats discussion and email about business account is on attachment.

Dear Medium001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.goldenpanda.com/terms:

„6.8 You are not permitted to use any payment method belonging, or registered to, a third party for the purpose of depositing funds to your account. Any deposits made in breach of this provision will be deemed invalid, and any subsequent winnings arising from such deposits will be considered null and void and subject to forfeit." 

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"Payments 

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

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.

Goodmorning,

Thank you for your fast answer. One deposit what I did by that account was by mistake but its my company so I can easlily proof it. Its even on same addres like my home.

But the case is that was like one week ago and what you can see at email - they said thats not a problem and they just deleted that account.

I got couple more withdrawals after that deposit so why they declined it right now? Thats the question.

Greetings

M.

That deposit from business account was at 12 of December - from that day till yesterday all got all my withdrawals with no issues and they send me an email about that situation what I attached.

So this is why I dont understand that know they make a problem.

Is there anybody to help?

Dear Medium001, could you provide evidence that you are the beneficiary of the business account?

Yes of course. It is my company with name of mine.

Dear Medium001, please send the evidence to my email at dominika.l@casino.guru.

Already sent, thank you.

So in that case do you see any opportunity to discuss with casino? I know they are not very popular.

Is there some news about my case?

Dear Medium001, could you please provide a bank statement from the business account? It would help to show that you are the account owner and clarify the situation with the casino.

Of course, you need a statement from that day when I made a payment? Or which term? Can I send it by email to you?

Dear Medium001, I need to verify that you are the account owner. You can email the statement.

I already sent documents.

I got today an email to proof source of funds. Is that cause you take an action already?

Dear Medium001, have you been able to verify your account and withdraw funds?

Yes of course, account is verified and all further withdrawals comes well.

So there is still just that one case with that 1000€ from December.

Do you have everything already to discuss with casino that case?

Thank you very much, Medium001, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.

Thank you so much, he will contact me by mail?

Hello, Medium001,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Golden Panda Casino team,

Could you please explain the player's situation in more detail? Can you confirm the user provided the casino with documents directly connecting him with the bank account used for the deposit(s) in question ("3rd party payment method"), as the owner of the company, even with an original statement issued by the official institution (Netherlands Chamber of Commerce - Business Register extract) for his company?

In addition, can you please confirm a casino representative informed the complainant that it was not a problem when he used such a payment method to deposit in the past and simply removed it from his casino account? If so, why is it a problem now suddenly, please?

Do I understand correctly that the user accumulated the disputed funds from this deposit, mistakenly made from his business account (basically proven that he owns the company)? Or, was it alright unless he won significant winnings from such deposits, while it was not a problem when he lost funds deposited this way, and the disputed funds were not even accumulated from the deposit in question?

If we are talking about a breach of the casino's Terms and Conditions, it would be highly appreciated if you could send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

What will happen if we dont get answer?

I think there will be no answer

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.

Dear Medium001,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authorities the casino is regulated by (AOFA and GCB) and submit a complaint directly to the regulators. You can find more about their complaint processes here:

Anjouan Gaming (AOFA)

Curaçao Gaming Control Board (GCB)

Our article about the complaint process generally

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint by contacting me via email anytime.

Best regards,

Branislav, Casino.Guru