As Ask Gamblers stated Royal Panda casino was superb, I felt happy to join and deposit money.They had such a high rating that I didn't feel I would have any problem with this casino. How wrong was I. After playing on the site for a few days I decided to self exclude myself as I had lost smooch money. Before I did I saw that I had spent so much money I had built up 10 free spins on both Starbust and Dead or Alive slots. I tried to access these free spins but was unable to do so. I then continued with the self exclusion and asked that I be excluded from playing on the site for a period of 2 years. That was at 03.47 on 23 September. I received an automated reply with ticket no JKZ-867-17417. At 08.54 the next morning I received the following reply:
Great news, your Loyal Panda Shop order: 10 free spins for Starburst and 10 free spins for Dead or Alive, has been added to your account.
We also added 10 free spins for Twin Spin as your shop order hadn’t been processed before you applied a time-out.
We hope you enjoy it!
• Ticket: MOX-515-33572
• Status: Closed
I immediately noticed they had received my exclusion request as they refer to my time out request in the e mail. I was disappointed to note that despite this they were enticing me back on to their site with not only my shop order free spins but they had gave me another 10 free spins on another game. I logged back on some 10 hours later and played all the free spins thinking it couldn't do any harm as I had self excluded and they had acknowledged that in their e mail to me. After playing the free spins I then tried to deposit hoping I would not be allowed to as I had self excluded.
Unfortunately for me they continued to let me deposit even when they had acknowledged in their e mail to me that I had self excluded. I went on to lose hundreds of pounds. I contacted them by e mail pointing out I should not have been allowed to deposit money when I had self excluded and they were aware of it as they had referred to it in an e mail to me, (attached). I asked for a refund of the money I had lost after self excluding and pointed out that not only had they acknowledged my self exclusion in their reply they had also enticed me back on to their site with free spins and even given me additional free spins.
They replied saying they were sorry but they could not return my money. Again I explained they were at fault as although they were aware of self exclusion as referred to in their e mail, they didn't block my account and allowed me to continue depositing. I am appalled at the underhand way they have dealt with this. They knew I self excluded but enticed me back on to their site with the offer of free spins. I would warn other people who have an addiction not to play on this site as they will entice you on with the free spins even after you have self excluded and blame you.
They are irresponsible and only want your money and will take it regardless if you have self excluded or not !
I then explained the position in a further e mail and asked for the address of where I could complain to. This e mail was ignored.
I would warn other players against playing at this site and want to let Ask Gamblers know the unscrupulous way they entice players on to their site and make them aware that even if you self exclude they will let you deposit on their site and refuse to return the money they shouldn't have let you deposit as they knew you had self excluded.