Golden Panda Casino - アカウント閉鎖によりプレイヤーの資金は没収されます。

I won €38000 playing the live game shows on golden panda casino. They have withdrawal limits which are €4000 a day and €10000 a week and €20000 a month. I was able to withdraw €20000 of my winnings in November and was going to withdraw the rest a month later but when I tried to login to play a few slots I couldn’t login. I spoke to the live chat support and they informed me that they did not operate in the uk anymore and all accounts that were registered in the uk wouldn’t be able to be used anymore. So I asked how I would get what was left in my account (which is €18500) and they told me that their accounts department would have to manually refund it to me but they couldn’t tell me when it would be done or any sort of timeframe for it to be done but they did say that I would get an email when an update was available. My 1st contact with them about this was on 28/11/24 and I have had no refund and no email from them and since then I have talked with them on the live chat about 10 times and they have just told me the same thing every time that my case is still getting looked at and there is no update available

Dear Jaff1283,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

i have passed full verification with the casino I had to do it before I could make my first withdrawal. I accumulated my winnings without any bonus and I have these screenshots of a live chat conversation in which they state that I will definitely get my money

I have just spoke to them again and this is what they have said