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Loco Panda Casino - Welcome Promotion

Complaint Info
Disputed casino Loco Panda Casino
Reason Bonus terms violation
Posted on December 15, 2014


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.


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!


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.


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.


Posted on May 22, 2012

Hi Fleur, I will take a look at this (Matt here).

I'll get back to you with info, but please be patient as I'm traveling and not in the office.



Posted on May 27, 2012

 Any news here?

Posted on May 29, 2012

There has been no comment posted by Loco Panda yet in regards to my actual complaint.

Posted on June 6, 2012

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.

Posted on December 11, 2014

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.

Posted on December 12, 2014

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

Posted on December 15, 2014

This complaint we consider resolved. We got evidence that this player unfortunately played excluded game and he/she breach bonus terms.

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