Golden Panda Casino - Аккаунт игрока был закрыт.

Made a deposit that went through, it said "declined" but the money was withdrawn from my bank account. This was 23/4/2025.

contacted Golden panda several times via chat and email but they just asked me to wait and for their team to look into this. Yesterday I noticed that I couldn't log in. They informed me via email that my account was closed according to their policy and now I can't get help. It's not a big amount but still wrong.

Gjorde en insättning som infe gick igenom, det stod "declined " men pengarna drogs från mitt bankkonto. Detta var 23/4 2025.

kontaktat Golden panda flera ggr via chat och email men de bara bad mig vänta och att deras team kollar upp detta. Igår märkte jag att det inte gick att logga in. De meddelade mig via mail att mitt konto avslutades enligt deras policy och nu kan jag inte få hjälp. Det är ingen stor summa men ändå fel.

Dear pxcbpmgkcm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to warn you that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. If the money gets lost during the transaction, it’s going to take some time before it’s credited to a casino account or returned to the player.

• Could you please advise if it was your first deposit via this payment method in this casino?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.
• Also, can you please clarify if you had any remaining real money balance in your casino before you lost access to it?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Hello!

It wasn't the first time I made a deposit there. I contacted the bank who asked me to report the matter to the police so I could file a complaint. I also contacted Apple Pay who couldn't help me.

I had the equivalent of 50 öre, so no, no money left.

Hej!

Det var inte första gången jag gjorde en insättning där. Har kontaktat banken som bad mig polisanmäla ärendet för att kunna göra en reklamation. Har även kontaktat Apple Pay som inte kunde hjälpa mig.

Jag hade motsvarande 50 öre så nej inga pengar kvar.

I completely empathize with your frustration, pxcbpmgkcm. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 8 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hello!

Thank you, thank you.

It has happened before several times at different casinos that the deposit does not go through and the money is deducted from my bank account. In those cases, the money has always ended up at the casino after a couple of days. This is the first time it has disappeared completely.

Hej!

Tack tack.

Det har hänt förut flera gånger på olika casinon att insättningen inte går igenom och pengarna dras från mitt bankkonto. I de fallen har pengarna alltid hamnat på casinot efter ett par dagar. Detta är första gången de försvinner helt.

De skrev detta: "Hello,

Greetings from Golden Panda!

We're writing to inform you that your most recent deposit has been successful. 

In order to refund any remaining balance in your account we would need the following:

A bank statement in PDF format showing the account you wish to send the funds to, with your name, address, IBAN and BIC/Swift visible

Photos of the front and back of your ID document.

A selfie with the chosen ID document

The IBAN written down in the body of the email reply."

Jag har skickat in allt de kräver men inte hört något mer. Detta var 15/5 2025

Tack

I have answered.

I answered.

Jag har svarat ju.

I did answer.

Do I understand correctly, based on the casino's message, that the deposit was credited to your casino account? Or is the casino talking about another deposit?

It must be the missed deposit.

Det måste vara den missade insättningen

I have been mailing them several times since the confirmation of the deposit but they just ask me to keep waiting. It’s been days but nothing happens.

Have you already contacted your bank to investigate the lost transactions? Please forward all the relevant communication between you and your bank to [email protected]. Alternatively, you can post it here. Thank you in advance.

My bank couldn't see any money coming back and recommended that I file a police report.

Min bank kunde inte se någon pengar på väg tillbaka och rekommenderade att jag gör en polisanmälan

Please forward the communication between you and your bank to me. Additionally, please forward all the communication between you and the casino regarding this issue.

Titania (Golden Panda) 

5 Jun 2025, 04:49 EEST 

Hello,

Greetings from Golden Panda! 

This is a follow-up on your failed deposit's manual refund.

Our dedicated team is actively working on the matter with our payment services providers and will update you by email as soon as this is resolved.

Thank you for continued patience and understanding on the processing of the transaction in question.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Titania

Golden Panda Support

Sara (Golden Panda) 

30 May 2025, 14:42 EEST 

Hello,

Greetings from Golden Panda! 

Please be assured that the dedicated team is actively working on the matter so it can be resolved.

You will be notified as soon as there is an update.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Sara

Golden Panda Support

3005Ricardo

24 May 2025, 03:01 EEST 

Hello,

Greetings from Golden Panda! 

We are still waiting on an update from the relevant department, I'll get back to you as soon as I have some news, it won't take long.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Ricardo,

Golden Panda Support

The communication between me and the bank was on telephone. I can assure you that I have not received the money as the staff of the casino themselves are also investigating the matter and have said that there was a failed deposit that went through later.

Thank you very much, pxcbpmgkcm, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.

Hello, pxcbpmgkcm,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail?

If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Hi there,

The account in question has been closed following internal review. The player had a missing deposit, which we have manually processed for a refund.

The account will remain permanently closed as per our internal policy.

Kind regards,

Golden Panda Casino Team

Greetings all,

Dear pxcbpmgkcm,

Have you already received the refund?

Dear Golden Panda Casino Team,

Thank you for your response and the update.

Can you please provide us with the information on when the refund was processed, and what the estimated time is for the funds to show in the user's payment method?

Thank you.

Hello!

No, even though months have passed, they haven't paid the money back.

Hej!

Nej, trots att det gått månader har de inte betalat tillbaka pengarna.

I received a payment today but for 365 kronor. I don't know if it's from Golden Panda. What they took was 387 kronor

Jag fick en betalning idag men på 365 kronor. Vet inte om det är från Golden Panda. Det de tog var på 387 kronor

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear pxcbpmgkcm,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Branislav, Casino.Guru