Golden Panda Casino - Ο παίκτης αντιμετωπίζει προβλήματα πρόσβασης στον λογαριασμό και καθυστερημένη ανάληψη.

I set up an account 4 weeks ago with my mobile phone number, then deposited money the same day, after a couple of hours I had roughly £800 in my account. The next day I went to log in....no joy ! The verification code sent to me would not let me log in, I have been trying to gain access over the last few weeks. I have been in touch with customer services who asked me to send details so they can send the balance to my bank account as they were having technical issues. Today they have said that access from my region (uk) has been closed for commercial reasons and my money will be transferred when the department dealing with this has sorted the transaction. I'm getting fobbed off every time I contact them either on live chat or via email

Hello Rigsby73,

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 if your account is already verified and if yes, since when exactly?
• Since when are you awaiting your refund?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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.

Hi Nick,

Yes the account was verified via email, I have been waiting to transfer funds since the 26th November 2024, I last spoke to customer services online chat on the 14th December 2024.

I opened the account on the 25th November 2024.

Thank you Rigsby73 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you form now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick

Hello Rigsby73,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the information.

Hello Rigsby73,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Golden Panda Casino to join the conversation.

Dear Golden Panda Casino,

Could you please inform us when you will disburse the funds to the player?

Hi Michal,

Thank you for taking this up.

I have tried to log in to the account but Golden Panda still persist in locking me out of my account, I have not been on live chat for nearly 2 weeks to see if anything would happen but it's still a case of them not giving me access to my funds. Over £800 is been withheld by them and it's put me in financial debt now.

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.

Dear Rigsby73,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. While the casino is licensed by the Curaçao Gaming Control Board (GCB) for most jurisdictions, it seems they operate under a Costa Rica license in the UK. Sadly, none of the authorities handles individual player complaints and since the casino does not mention any Alternative Dispute Resolution (ADR) service in its T&Cs, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru 

We’ve reopened this complaint at the request of Rigsby73. We have received updates indicating that there has been a positive change in the situation since we marked the complaint as unresolved.

Dear Rigsby73,

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.

Dear Rigsby73,

I understand that you may not have felt the need to reply in the complaint thread, but your input would have been appreciated. That said, since you have confirmed receipt of your winnings, I will proceed to update the classification of this case. While the casino team has successfully disbursed your winnings, the overall handling of the situation does not seem appropriate enough to label it as "resolved." However, since the matter has been addressed, we can no longer classify it as unresolved. Given that we haven't received any further communication from you, I took the liberty to categorize the case as rejected - other.

If you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to us, and we will try our best to help.

Best regards, 

Michal

Casino Guru