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