Loco Panda Casino - Missing Funds

RESOLVED
Monique Jackson United States
posted on August 30, 2014.

I was fortunate to build up my withdrawable balance to $20603.05 on 08/18/14. I was ready to start withdrawing funds. They only allow you to withdraw 2500 at a time by wire transfer. I emailed the signed fax back form along with the front and back of my id and my credit card I used to deposit and 2 copies of proof of my address. And I waited. So I contacted the chat line to find out how long verification would take. They stated 2 business days.

I received approval on 08/20/14 but I had a zero balance in my account. When I contacted the toll free number they stated that I had played all of the money and it was gone.

posted on September 1, 2014.

Hello moreja21,
Please note, your account was checked and here’s what we came up with: indeed, you had this balance on your account on 08/18.14 and your axback form was approved on 08/20/14. However, we can clearly see that your account was on-line dozens of times from 08/18/14 till 20/18/14 and all the balance was played down. Moreover, our logs indicate that the account was logged in from the same machine and played the same game during that time.
As you mentioned in one of attachments, you were using public computer and someone was using your credit card to place deposits you didn’t authorize. All the deposits mentioned were done 18-20 of August.
During the timeframe from 18/8/14 you’ve been reached 3 times over the phone before placing a deposit (support called the phone number you provided on your account), each and every time you picked up and confirmed it was you who wanted to deposit.
Nevertheless, all the charges were you mentioned were sent to fraud department for investigation.
Please note: no one but you has access to your login details (username and password) therefore it’s necessary not to share these details with anyone. Loco Panda took all necessary measures from our side to keep your details safe and therefore we can’t take responsibility of someone using your details, if this is the case.
Best regards,
Loco Panda Team

Monique Jackson United States
posted on September 1, 2014.

I was not contacted by phone by your company to verify deposits 3 times. I have attached a copy of my cell phone statement for 08/18/14 through 08/21/14 for incoming and outgoing calls and your number does not show up one time. So this information is false. No one from your company ever contacted me to verify any of these deposits from my credit card by email or by phone. Next, the computer used to drain my balance and then request more money would be the same computer as it was used by the same person with access to my account. The worst part is that your company didn't even offer to change my log in credentials once I told you there had been a breach in security. Then you came back and recharged my credit card $1200 dollars after I told you these were not my charges. I have attached a copy of my bank statement. I have been waiting for an email from your fraud dept for over a week now and you have continually ignored my requests and instead used this forum to appear high and mighty. But the bottom line is that I am owed over $24,000 USD by your company, and you are being deceitful to keep me from getting my payout. I just want my funds.

posted on September 4, 2014.

Hello moreja21, thank you for your reply.
As per your phone conversation with our representative, please note: at this time we’re pulling your call records and play logs.
We’ll get back to you once done, thank you.
Best regards,
Loco Panda Team

posted on September 7, 2014.

Hello moreja21,
As per your conversation with our representative, we now consider this matter closed and are awaiting your reply to email regarding banking. We look forward to seeing you again very soon
Best regards,
Loco Panda Team

Monique Jackson United States
posted on September 8, 2014.

I spoke to a couple of gentlemen from Loco Panda who made it very clear that there was nothing that they could do for me. Based on their records, I had played down my $20,000 balance in a couple of days and then deposited an additional $4000 with their casino. According to their records, I am responsible for the loss of $24,000USD in 3 days and their is nothing they are willing to do about it. Fortunately, I was able to present records to my bank and they were willing to reimburse me for the $4000 in deposits that I am not responsible for and charge them back to the casino. The bad part, is that when other on-line casinos find out that you have charge backs, they block you from use. So, now I am blacklisted myself. I have written to the Governor of Curacao about Milore Limited, which is the company that owns Local Panda for an investigation, but I have not had a response yet. As of now, my dealings with Loco Panda are over and they refuse to issue my jackpot funds because their records indicate that I played them all away.

AskGamblers
posted on September 11, 2014.

We have received evidences from Loco Panda Casino, including but not limited to recorded phone conversations, game logs, IPs used to play at the casino. From our investigation based on the presented evidences it is clear that it was indeed the player, who played the balance and made the aforementioned deposits, which were lately charged back. In case the player is not agree with our decision, we could only advise her to escalate this issue to Curacao eGaming Commission. This case is considered as closed.