Golden Panda Casino - Player seeks to reclaim money lost while on Gamstop.

I have been on Gambstop since April 2024 and this company have taken my deposits in the last 6 weeks when I have relapsed, they have now caused me great financial stress and debt beyond my imagination, I need to try and reclaim some money back they have taken off me. They didn’t ask if I was on Gambstop or pick it up during my registration.

Dear TIplayer11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golden Panda Casino.

I checked the website and seemingly the casino operates without UKGC license. Gamstop registration is valid and mandatory only for casinos that operate under UKGC.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about your gambling problems, financial difficulties, or struggle to control your gambling?
• Is your casino account currently accessible to you?
• Have you requested a refund from the casino already? With what result?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi I have not spoke to the casino as unfortunately I was at a point where I would do anything to try gamble again, it has really caused me so much distress, my casino account is accessible but I’ve not got any money to do it, I even took out a bank loan which I am so ashamed to admit to be able to play again, I am disgusted in myself, I’ve not asked for a refund as I didn’t know where I stand, anything back at this point would be a bonus, it’s been a case of life or death for me at the moment as I don’t know how I can get out the hole I’m in

Dear tommyivatt,

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the period. Also, the email "Subject" should be marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Greetings Golden Panda Casino support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing permanently.

The reason for my decision is due to gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period.

Please send an email to support@goldenpanda.com (you can include me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hi I have done this and tagged you in the email thank you

Dear tommyivatt,

I can see the casino informed you they closed your account.

Is there anything else I might do to your to assist with your complaint?

So would I not be able to get a refund for any money then taking off me with being on a stop ?

Thank you for your patience.

Please understand that we believe online casinos should offer a mechanism of permanent self-exclusion due to gambling problems. Only if players inform the casino about its gambling problems and the casino fails to protect them, the players are eligible for a refund in our opinion.

Since you said you haven't informed the casino previously, and your account is already blocked as per your request, we won't be able to proceed further with the complaint and the complaint will be closed.

If you have accounts open in any other online casino where gamstop isn't effective, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers