Golden Panda Casino - プレイヤーの撤退は拒否されました。

Goodmorning, I have an issue with Golden Panda Casino.

Last month I opened account, I played a lot, all withdrawals was coming good and today I got an information that my withdrawal is declined during their terms & conditions.

Tried to asked further whats the reason and they told me its about that I used one time my business acc for deposit by mistake. That was one week ago, I got an email from them and there was not a problem cause I got later another withdrawals.

So they said before thats not a problem, they paid all withdrawals and right now they used thats reason for today.

All chats discussion and email about business account is on attachment.

Dear Medium001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.goldenpanda.com/terms:

„6.8 You are not permitted to use any payment method belonging, or registered to, a third party for the purpose of depositing funds to your account. Any deposits made in breach of this provision will be deemed invalid, and any subsequent winnings arising from such deposits will be considered null and void and subject to forfeit." 

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"Payments 

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

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.