Golden Panda Casino - Das Konto des Spielers wurde ohne Erklärung geschlossen.

After contacting the casino to inquire about the fake trading code they use, they blocked my account without explanation.

They don't respond to my emails and they don't refund my money.

Tras ponerme en contacto con el casino para interesarme por el código de comercio que usan es falso me bloquean la cuenta sin explicación.

No responden a mis correos y no reembolsan mi dinero.

Dear Curritokira,

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. 

• Was there any active balance on your casino account?
• Does the casino withhold your deposits or has the casino confiscated any balance?
• When was the last time you were in contact with casino support and what did you discuss?

Thank you very much in advance for your reply.

Best regards,

Tomas

The casino does not respond to any email I made around 30 deposits and there were funds

El casino no responde a ningún orreo electrónico hice alrededor de 30 depósitos y había fondos

Dear Curritokira,

Do I understand correctly the casino withholds funds in the sum of 700€ on your player's account?

• Have you made any previous withdrawals from the casino?
• Have you completed account verification in the casino?
• Could you please forward the most recent emails you sent to the casino?
• Are you able to reach the casino via live chat?
• Send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

The casino did not even inform me that it was closing my account. They also do not answer my emails or chat.

I don't know exactly what funds I had or what deposits I had since they use fake client codes.

El casino ni me comunico que cerraba la cuenta. Tampoco contesta a mis correos ni chat.

No sé qué xactamente los fondos que tenía ninlos depósitos ya que usan código de clientes falsos.

Dear Curritokira,

Based on the provided information we are unable to confront the casino. Please note we don't consider the practices of the casino you informed us about a valid reason to request a refund of lost funds. If the casino allows you to deposit and play, we believe they should pay you your winnings.

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

Unless there is proof the casino withholds your balance, we are powerless to confront them.

Thanks in advance for your reply.

Thanks for your help.

I am sending you a screenshot showing the blocked account and an email sent asking for explanations about the account closure, which they do not respond to. If they contact me, I will let you know.

Kind regards

Gracias por tu ayuda .

Te envío captura donde se ve la cuenta bloqueada y correo electrónico enviado donde pido explicaciones sobre el cierre de la cuenta que no responden . En caso de que se pongan en contacto conmigo te lo hago saber.

Saludos cordiales

They still haven't responded to the email

Siguen sin responder al email

They don't respond...

No responden ...

Unanswered

Sin responder

They still haven't responded to emails.

Siguen sin responder a los.correos

They block me and don't answer my emails. What else can I do?

Me bloquean y no contestan mis emails. Qué más puedo hacer?

I have found out that they operate illegally in Spain because they do not have a license, allowing banned players to play using false customer codes in Visa charges that have nothing to do with gambling. They appear as ordinary purchases and financial transactions.

It's all very murky...

He averiguado que operan ilegalmente en España por no tener título habilitante, dejando jugar a jugadores prohibidos usando códigos de clientes falsos en los cargos de Visa que nada tiene que ver con juegos de azar. Aparecen como compras ordinarias operaciones financiera.

Es todo muy turbio....

I have managed to contact them via chat. They tell me that they have blocked my account due to an internal decision.

Attached is a screenshot of the chat.

He conseguido contactar por chat. Me dicen que han bloqueado mi cuenta por una decisión interna

Adjunto captura de pantalla del chat.

Do you need more evidence???

Necesitas más evidencias???

Thank you very much, Curritokira, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks for everything, Tomás. A pleasure.

Gracias por todo Tomás. Un placer

Hello Curritokira,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Michal

Hi there,

After a thorough check, the account has been closed due to legal threats. According to our procedures, the customer cannot reopen the account.

He does not have any available funds in his account.

Best regards,

Golden Panda Complaints Team

Dear Curritokira,

Can you react to the casino's statement?

Yes. Because the casino operates illegally in Spain and uses false commercial codes to evade controls and taxes.

Breach of Visa's terms and conditions and its own license. More seriously, the data protection law.

I've decided I don't want your dirty money from illicit sources. I'd rather report you to the relevant authorities for everything mentioned above. That way, I'll sleep more peacefully.

Sí. Dado que el casino opera ilegalmente en España y utiliza códigos de comercio falsos para evadir controles e impuestos.

Incumplimiento los términos y condiciones de Visa y su propia licencia. Lo que es más grave le ley de protección de datos.

He decido que no quiero su sucio dinero de ilícita procedencia, Prefiero denunciarlos por todo lo anteriormente expuesto antes las autoridades pertinentes. Así dormiré más tranquilo

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 Curritokira,

Since there were no funds in your account at the time of closure, and also due to the fact that it's the casino's right to close a player's account, there seems to be nothing for us to do in this case. Because of this and also because of your decision not to pursue anything further, we have reached a point where we can not provide you with any help nor resolution.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.