Can you help me get this issue resolved after 5months of no payment or help from Royal Panda?
I requested a withdrawal amount of 1000NZD on 04/04/2021. 1 week later I had no money in my account, I contacted Royal Panda and they told me the funds should be in my bank and to send in a bank statement, which I did and this was approved by them. I was advised a case was created to solve my issue and I will be contacted, I wasn't. After no replies to my emails I contacted RP via live chat and was told the reason my money hasn't reached my account was that in August 2020 the laws anti money laundering in NZ changed and they do not accept card withdrawals only bank transfers. I questioned why they still put it through my card in April 2021 when they were well aware that the law changed in August 2020. They couldn't give me an answer to that. After 3 months of trying to draw information out of RP they sent me an email with a ARN code of the transaction they supposedly sent and once again request a bank statement from me. I sent in yet another bank statement proving I received no money from them and I contacted my bank with the ARN code. My bank informed me that the ARN code is a SENDERS code and RP need to trace the money from their end from the bank they transferred from which they should have done from the very beginning instead of pushing it back on me to investigate for 5 months. Basically I'm still without my 1000NZD and would like to get this resolved so I can stop chasing them up for something they should have done 5 months ago.
I have attached bank statements, conversations with RP and conversations with my bank.