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By Fleur
11 years ago
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Hi

Around the 10th March I decided to open an account with Loco Panda and try out there welcome bonus, I cannot remember the exact terms and conditions but knew that I had to wage so much etc. Well I played a few games and got stuck on a particular game called crazy vegas and happened to get a bonus round and won about $2000.00 was over the moon as this is a lot of money for me. So kept and eye on the cashier as I was playing as it indicates withdrawal values and once the money had moved from bonus funds to available withdrawal funds I knew that I had won this money. So great news. From there the process was a nighmare it took in total almost five weeks to get approved. I sent my passport and paperwork but during the process my passport expired so I had to get new photo ID as well. I had to make a few international telephone calls as the live chat never worked and it was very difficult to get a clear and efficient reponse via email. Finally I was told that my withdrawl had been approved and I now had to go online and process via the site. I did this. Two days ago I was told that my withdrawl has not been approved as I broke the terms and conditions. I was told that I played a game that was not on the list and that I spent $8 on this game.

I am sure everything is covered in their terms and conditions but as a New Zelander I found this very morally wrong. I did not know that I had spent $8 on a invalid game but told them all my winnings was from a bonus feature on a slot.

THIS WAS THE FIRST EMAIL I GOT WHICH TOOK ALMOST A MONTH

Dear Fleur,

Thank you for submitting your faxback form.

I am pleased to inform you that your faxback form has been approved and you can now request for the withdrawal.

In order to request your withdrawal please go to the cashier to the "Withdraw" tab, select "Wiretransfer" as your withdrawal method and insert all the required information.

Your withdrawal request will be processed within the next 10 business day.

Thank you for choosing Loco Panda!

THIS WAS THE EMAIL I GOT TWO DAYS AGO

Message flagged Thursday, 12 April 2012 3:49 AMDear Fleur,

Please be advised that your withdrawal request has not been approved because the Terms and Conditions of the bonus used have been violated by playing of excluded games.

Each of the bonuses available at the casino have certain conditions attached to them. In particular, bonuses are valid only on the specific games listed in the Terms and Conditions. As a result of playing excluded games, we are unable to approve the withdrawal request.

We have reset your account balance and re-credited your account with your deposit in the amount of 60$ in accordance with the casino’s Terms and Conditions.

For further information regarding this issue, please feel free to contact us.

Yours,

Finance Department

LocoPanda Casino

If you can help that would be great. But I feel they should block games that can't be played as the process of several weeks, being told its been approved then after everything saying no because I spent $8 on a game that was not to be included. Pretty wrong in my book but I guess its an out to keep their money or my winnings depending how you look at it.

thanks.

Discussion

User name
This complaint we consider resolved. We got evidence that this player unfortunately played excluded game and he/she breach bonus terms.
User name
Hello Fleur,
As it was mentioned in your post already, while having a bonus, you’ve been playing excluded games (namely – Sic Bo), which is a violation of bonus rules.
According to terms and conditions of Loco Panda casino, your winnings are not legit and can’t be withdrawn:
• The Slots Bonuses are valid on Bonus Bingo, European Slot Poker, Real Series Video Slots, Slots, Keno and Scratch cards, unless otherwise stated. Only bets on the aforementioned games will count towards the wagering requirements.
• Placing bets on restricted games (games not included in the list above) does not count towards the wagering requirement. Furthermore, playing restricted games voids all winnings on this promotion.
Best regards,
Loco Panda Casino
User name
This case has been reopened upon casino management's request. They would like to have all their existing complaints solved and we gladly give this case one more try for a successful resolution.
User name

Hello Fluer, I checked with the support agents and in accordance to the terms and condition, the amount wagered on restricted games does not matter. There is really nothing we can do here.

I was also told that Finances are in touch with you.

Thank you.

Loco Panda Casino Complaint Stats

Resolved 23 / 45
Avg. Amount $1,817
Avg. Complaint Duration 7 days
Avg. Response Time 5 days

Loco Panda Casino Complaints

See all complaints for this casino
Declined payment, no explanations
On April 3rd I request a payout of the max payout amount of 3000.00. I had over 7000.00 in my casino account at that time. I just received today an email stating that $160 has been approved and would be sent via wire transfer. No other information was stated on the email. So I signed in to notice that 2648.00 was returned to my players bank. When I went into account history it showed that the 2840.00 was declined and then there was a manager withdrawal of 192.00 which was my bonus. I have now requested another withdrawal of the 2648.00 because it shows up as a withdrawable amount. I sent them an email asking why I'm only getting $160 and have not heard back from them as of yet but it's only been a few hours. I'm submitting this complaint now because I have read the previous complaints and I'm now convinced they will not send me my winnings. I played with site before and back in May of 2014 had a successful withdrawl. I play on-line all the time and with many sites and never had any issues before. I spend a lot of money and really enjoy this entertainment. I have enjoyed Loco Panda and never payed attention to the bad reviews and the blacklist because I believed it was prob people who don't know the rules of the bonus or didn't summit the forms needed. Now I'm heartbroken that this site has damaged my favorite pastime and if I'm a victim like the other unresolved I will have to quit playing all together. I never expect to win and rarely do but if when I do if I can't recieve my winnings fairly then why play at all.
Status unsolved Unresolved
$2,648
Still not paid the remainder of my winnings after more than 6 month!
On September 05, 2014, I won $3,028.23 at Loco Panda Casino. On September 08, 2014, I requested a $2,500.00 withdrawal of my winnings. On September 16, 2014, my withdrawal for $2,500.00 was reduced and approved by Loco Panda Casino for a partial withdrawal amount of $1,000.00 The remaining $1,500.00 of my $2,500.00 withdrawal was declined. The remaining $1,500.00 that was declined was placed back into the winnings balance of my Loco Panda Casino account. After approval, Sometime thereafter, I received the reduced withdrawal payment of $1,000.00 from Loco Panda Casino. But I was not pleased, because my initial withdrawal was for $2,500.00, and not the reduced $1000.00 i was paid by Loco Panda. So, On September 17, 2014, I requested a second withdrawal for $1,500.00 from the same win and monetary winnings noted above. On September 30, 2014, my withdrawal for $1,500.00 was declined, and I received a email from the Finance Dept of Loco Panda stating the following: "We would like to inform you that your withdrawal request was not approved at this time. Your account was randomly chosen for a security check and you will be notified by email once your account review is over. This process might take up to 60 business days. As a reputable and legally operated casino, it is vitally important for us to implement security measures, and LocoPanda Casino regards your security, privacy and satisfaction as our top priority. Please accept our apologies for this necessary inconvenience, and we thank you in advance for your patience and understanding. Best Regards, Finance Department, LocoPanda Casino." Thereafter, i complained to my account manager Chris at Loco Panda Casino to no avail. And even though the 60 business day review was initiated by Loco Panda Casino, I contined to consistantly place withrawals, and all withdrawals were declined. On December 22, 2014, the 60 sixty business day review on my Loco Panda account was officially over. So, On December 24, 2014, i placed a withdrawal for $2,028.00 leaving only .23 cents in my account. On January 07, 2015, my withdrawal for $2,028.00 was declined. On January 08, 2015, I received an email from Loco Panda Casino stating the following: "We would like to inform you that your withdrawal request was not approved at this time. As per our previous email, your account was randomly chosen for a security check and you will be notified by email once your account review is over. Please accept our apologies for this necessary inconvenience, and we thank you in advance for your patience and understanding. Best Regards, Finance Department, LocoPanda Casino." On January 08, 2015, in a attempt to rectify matter, I contacted Loco Panda Casino through their Live Chat option at their website, I requested to speak to a manager. I was told that all managers were in a meeting. That a manager would be available in one hour. I logged back into live chat, and in the midst of complaining, I was told by a manager, to place another withdrawal and it will be approved. As directed, On January 08, 2015, I placed a withdrawal for $2,028.00. On January 21, 2015, my withdrawal for $2,028.00 was declined, with an email from Loco Panda Casino stating the following: "We would like to inform you that your withdrawal request was not approved at this time. As per our previous email, your account was randomly chosen for a security check and you will be notified by email once your account review is over. Please accept our apologies for this necessary inconvenience, and we thank you in advance for your patience and understanding. Best Regards, Finance Department, LocoPanda Casino." Do note that all my withdrawals are from the same win & monetary winnings ($3,028.23) won On September 05, 2014, at Loco Panda Casino. Loco Panda made good by paying $1000.00 of my winnings initially, but have failed to pay me the remaining of my winnings for months on end. I risked my money and won at Loco Panda Casino, and therefore it is proper Business Etiquette that i be paid accordingly. To date i have not been paid the rest of my winnings ($2,028.00) from Loco Panda Casino. I am requesting that Loco Panda Casino, pay me the remainder of my winnings.
Status unsolved Unresolved
$2,028