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 $8 on a invalid game but told them all my winnings was from a bonus feature on a slot.
THIS WAS THE FIRST EMAIL I GOT WHICH TOOK ALMOST A MONTH
Thank you for submitting your faxback form.
I am pleased to inform you that your faxback form has been approved and you can now request for the withdrawal.
In order to request your withdrawal please go to the cashier to the "Withdraw" tab, select "Wiretransfer" as your withdrawal method and insert all the required information.
Your withdrawal request will be processed within the next 10 business day.
Thank you for choosing Loco Panda!
THIS WAS THE EMAIL I GOT TWO DAYS AGO
Message flagged Thursday, 12 April 2012 3:49 AMDear Fleur,
Please be advised that your withdrawal request has not been approved because the Terms and Conditions of the bonus used have been violated by playing of excluded games.
Each of the bonuses available at the casino have certain conditions attached to them. In particular, bonuses are valid only on the specific games listed in the Terms and Conditions. As a result of playing excluded games, we are unable to approve the withdrawal request.
We have reset your account balance and re-credited your account with your deposit in the amount of 60$ in accordance with the casino’s Terms and Conditions.
For further information regarding this issue, please feel free to contact us.
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.