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Loco Panda Casino - Random Security Check And Delayed Payment

Complaint Info
Disputed casino Loco Panda Casino
Reason Declined payment
Amount $ 2500
SusanEGK United States Message
Posted on October 25, 2014

I used a bonus that had a 60 times playthrough and actually came out winning.

I played the games I was allowed for the bonus, slots, and got through the entire play through.
I cashed out 2500 which was the max allow for type of cashout payment....wire transfer.
I sent all the appropriate documentation and after a few days it was accepted.
After two weeks I received a congratulatory email on my winnings stating that the funds had been processed to my requested form or receipt...wire transfer.
After a few more days not seeing the payment in my bank account I inquired again. It took a few calls and about a week, but they finally informed me that there was another step in the process and they would send me the details on how to retrieve my payment. Whick they did. That took another three days.

Oh...left out that when the payment was approved it was not for the 2500 I requested, but only for 1000 (after they deducted the bonus amount). The rest was returned into my online casino account.

Although that form of payout allows up to 2500, when I tried to request that amount of withdrawal again (because I still had winnings that I hadn't withdrawn because of the limitations) it would only allow me to request 1500 this time, which I did.
I waited another two weeks and was sent an email yesterday that read as follows:
"We would like to inform you that your withdrawal request was not approved at this time.

Your account was randomly chosen for a security check and you will be notified by email once your account review is over. This process might take up to 60 business days..."

The 1500 was returned to my online LocoPanda account so it is no longer in the queue to be processed.

I immediately sent them a return email requesting a call and explanation for this action. I have not received a response by phone or email. In over 15 years of online playing I have never had any issues with this or any other casino and this action makes absolutely no sense to me. I would really appreciate your help in resolving this issue.

I have made many deposits into this site before and after my requested withdrawals. I certainly wouldn't have made additional deposits if I knew they were not going to process my withdrawal as expected. There isn't even a reason other than I was chosen RANDOMLY!

Thank you in advance for your assistance in this matter.

Posted on October 25, 2014

Dear @SusanEGK,
Any update considering your complaint? Thank you.

Posted on October 26, 2014

Hello SusanEGK,
After contacting finance department we’ve got a confirmation of your account checking being completed.
You’re welcome to request withdrawal whenever you’re ready.
Thank you for your patience and best regards,
Loco Panda Casino

SusanEGK United States Message
Posted on October 29, 2014

I will no longer be using this online casino. This issue was not satisfactorily resolved.

SusanEGK United States Message
Posted on October 29, 2014

Thank you to ASKGamblers for your assistance. Glad you are here :-)

Posted on October 30, 2014

Dear @SusanEGK,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment.

Posted on October 30, 2014

Please note: winnings haven’t been sent yet since there was no withdrawal request after account checking was completed.
We can’t approve withdrawal if it hasn’t been requested.
Once we have it pending – it will be approved straight away.
Thank you and best regards,
Loco Panda Casino

Posted on November 3, 2014

Dear @SusanEGK,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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