Golden Panda Casino - プレイヤーのアカウントは、大きな勝利を収めた後に閉鎖されました。

I recently won a total of $20,000playing on the platform. I played with raw cash only (no bonus). After I requested a withdrawal of $6,000, the remaining balance of $14,000 completely disappeared from my account.

In fact, my account has been closed. This is extremely concerning following a significant win. I consider this a breach of terms and an attempt to withhold my legitimate winnings."

 I would like to clarify that:

No bonus was used: There are no wagering requirements or bonus terms attached to these funds.

Betting rules: I have respected all maximum bet limits and terms of service

They say my account is not closed but i cant access it . I have tried at least 25 times using their help and instructions.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Would you be able to share a screenshot of the error you receive when trying to log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Is your player's account verified?
• My email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Gobeillejo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Tomas I responded at tomas@casino.guru on match 16th.

i will copy here:

Hello, following my gain of more than $20,000 I asked to withdraw this one. I was advised that the maximum withdrawal amount was $6,000 per 7 days. So I asked for a withdrawal of $6,000. From this withdrawal request, it was impossible for me to return to my account. So I started a complaint with customer service and support.

For weeks, this casino has been asking me to change my password and focuses on my inability to enter my account. I asked them several times to look at their data and just it end this. But as time passes without me accessing the account and no one submitting anything, I am nervous and afraid of being the victim of an illegal act on their part. It's outrageous to steal people like that.

To answer your question, I was playing on the slots when I won.

My account had been verified (I received a first $6,000)

Thank you Tomas

Josee

Thanks for your reply.

• Could you please share a screenshot of the error you receive when attempting to log in?
• Would you be able to send an email to me from the email address you used to register your account in the casino?

I apologize for the inconvenience.

I already sent the email! What shall i do?

Hello Gobeillejo,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and the information provided via email.

Were you able to restore access to your player's account?

Was there any communication between you and the casino indicating that the money you won was confiscated, and that the blocking of your account was a deliberate decision?

Please share the relevant communication with me.

My email is tomas@casino.guru

Dear Gobeillejo,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Golden Panda Casino representative to join this conversation.

Dear Golden Panda Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Thank you Barbora! I Hope they reply…. It would be a first…

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.

Yes I understand! It is sad! There is nothing I can do! I was so happy to win…,

Dear Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora