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Royal Panda Casino - Delayed verification, followed by confiscation of funds and account closure with no reason

REJECTED
betbri United Kingdom
posted on August 12, 2017.

Hello,

I have had £1315 winnings confiscated by Royal Panda with absolutely no reason given.

The background is:

I joined the site (biggest regret ever) and deposited £100. I won several large bets and attempted to withdraw my winnings ( £1315 in total).

Royal Panda requested I confirm my telephone number, supply a copy of my driving licence, supply proof of address, supply copy of my debit card. I promptly sent these as requested.

Royal Panda then requested a photo of myself holding my driving licence next to my face, which I also furnished them with.

Royal Panda requested this sent again (claiming the first picture was 'blurred') so I sent several just to make sure.

I then received notice saying all of those documents had been verified, but they now needed a 'Notarised' driving licence.

By this point, I had began to complain at the lengths they were going to seemingly to avoid payment. However; they insisted that should I provide this document, they would end their verification process.

I then contacted a Notarizer (25 miles away from my home) and was quoted £80 for this service. I contacted Royal Panda who said they would re-imburse the charge if I went ahead with it. I reluctantly then made an appointment for Monday 14th August with the Notarizer to put an end to all of this. This was all arranged on 28th July, but the first appointment I could get with the Notarizer was not until 14th Aug.

On 9 August I then received an e mail from Royal Panda saying:

"Following a review of your account, we regret to inform you that your account has been permanently locked. We assure you that this decision has only been taken after careful consideration of the evidence. Your withdrawable balance has been confiscated and all deposits refunded back to the same payment method"

I responded to this with bafflement and asked what grounds they had done this on and asking them what I should do about the appointment I have made with the Notariser and they have responded again, this time again not explaining why, saying;

"We're very sorry to inform, however, your account has been permanently closed as per decision of the relevant department of our casino. We assure you that this decision has only been taken after careful consideration of the evidence and in accordance with Royal Panda terms and conditions"

Could you please resolve this issue and have my winnings sent to me asap?

I have furnished them with all the documents they have requested (except the Notarized Driving Licence - which I was scheduled to have done on Monday 14th August and will still get done, if they confirm via yourselves, that this will result in my winnings being sent to me), the documents are all clearly mine. Nothing is untoward here and I have only ever opened one account with this site.

I have copies of every e mail sent between myself and Royal Panda should you require these.

Thank you in advance

Brian

posted on August 16, 2017.

Dear Brain,

We are looking into the matter and will inform you.

Thank you for your patience.

Best regards,

Royal Panda

AskGamblers
posted on August 16, 2017.

AskGamblers Complaints Team has been provided with evidence from the casino management where it became clear that this case is referring to Sports Betting and has nothing to do with casino related matters.

As per the AskGamblers Casino Complaints Service Guidelines https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines we are dealing only with casino related complaints and therefore, this case is being rejected. Further assistance on this matter could be requested from the relevant regulatory body.

Royal Panda Casino complaints

  • 28 of 31 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 7,021 USD avg amount

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