Golden Panda Casino - アカウント閉鎖後、プレイヤーの出金は遅延します。

I requested a withdrawal of 1700€ from my account at Golden Panda.

The withdrawal was initially marked as processed ("paid"), but it was later reversed and the funds were returned to my gaming account. Shortly after, my account was closed by the casino following a Source of Funds (SOF) verification process.

I fully cooperated with the verification and provided all requested documents, including bank statements, proof of income (URSSAF / France Travail), and explanations regarding my transactions.

Despite this, the casino refused my withdrawal and continues to request additional SOF documents without clearly specifying what exact document would be sufficient to resolve the issue.

There is no indication of fraud or any violation on my side. All deposited funds come from legitimate and traceable personal income.

I am requesting a fair review of my case and the release of my withdrawal or a clear final decision.

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Dear cynthiapellet25a,

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 I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• The screenshots of emails from customer support does not show the date it was sent. Please forward the messages from customer support to my email jean.s@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your message and for handling my complaint.

I mainly played slot games, especially Sweet Bonanza.

My winnings were accumulated without any active bonus.

Regarding the email screenshots, I understand your request. I will forward the original emails from customer support to your email address so that the dates are clearly visible.

Please let me know if you need any additional information.

Kind regards,

Dear cynthiapellet25a,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Dear Jean,

Thank you for your message and for your support.

Kind regards,

Dear cynthiapellet25a,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Golden Panda Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Golden Panda Casino representative to join this conversation and participate in resolving this complaint.

Dear Golden Panda Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.