Instant Casino - Player’s winnings are being withheld due to account verification issues.

This concerns goldenpanda casino owned by Instant casino.

I won 4000 euros and the casino asked for ID verification on their website. After uploading my driver's license and taking a picture, I was supposed to upload a bill with my home address, but then their site crashed. After that, there seems to be no way to do the verification again—they say I need to deposit money to verify once more? I deposited 70 euros but it didn’t work. They refuse to give me any timeline or assistance, and I can't reach them via email. The chat’s constant response is, "We cannot provide any timeline for payment or KYC." I am stuck and getting no help from the casino, which is withholding my winnings.

Hello shine0909,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Panda Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello!

Thanks for quick feedback I have replied below 🙂

Can you advise when exactly the verification process takes place?

The casino canceled my payment and then I could verify myself with a driver's license, facial image and bill. This was 2 days ago. But you could just fill in the IBAN and not the BIC on the payment. They did not ask for bank cards or bank statements. But according to them, I am verified but haven't received anything about when payment takes place?

Which documents have already been approved and which have not?

Driver's license, facial image and invoice

When did you last talk to the casino and what was it about?

3 days ago and it was about being able to verify yourself

Now I'm waiting for the next question about bank cards and bank statements and then they'll probably delay that too. I have emailed all my documents to support:

Solved i got my winnigs today thank you casino guru the work you doing is great and so appreciated thanks 🙏🏻 🥰

Dear shine0909, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru