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Royal Panda Casino - Abusing Verification Process to delay payment

RESOLVED
rossinator75 United Kingdom
posted on November 8, 2018.

I have been a loyal customer at Royal Panda for a while now, however recently they emailed to say I would no longer be welcome to bonuses at their site. No problem, as that's a choice they are perfectly entitled to make, however as I get bonuses at other sites I made the decision to withdraw my balance so that I can play where I feel a bit more welcome.

All of my previous withdrawals have been processed promptly and I have had no issues until now. My account is verified however Royal Panda blocked this withdrawal and requested "further verification", which whilst mildly annoying, I accept they are entitled to do.

I sent off the requested photo of myself holding my ID, which they promptly refused saying it was "too blurry". Utter nonsense of course, I zoomed into the photo and the Id is perfectly legible and of a standard to be expected when I have to include both it and my face in the picture. It has also previously been accepted by a government department for verification purposes, so it is more than adequate for Royal Panda.

Regardless I too another picture, checked it before I sent it, and Royal Panda again refused to verify it. So now I can be sure that have no intention of verifying it, and intend to make me jump through hoops to delay the payment. I will not be sending any more selfies, and I expect Royal Panda to complete the verification with the existing photographs. I have tried to attach the pictures here for Ask Gamblers to confirm that they are not "too blurry" at all but this produces an error on the site, so I am happy to email them to Ask Gamblers once the complaint is submitted.

I hope that this complaint causes other players to consider whether or not to use the site, as abuse of the verification process (always for withdrawals, funny how casinos never need to verify it's you pumping all the money in deposits) is usually a sign that they are having cash flow problems and it may indeed be terminal. I wouldn't like anyone to lose money if they go under.

I look forward to Royal Panda processing my withdrawal promptly.

Thanks,

Anthony

AskGamblers
posted on November 8, 2018.

Dear @rossinator75,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

posted on November 8, 2018.

Dear ROSSINATOR75,

It seems that our verification department decided to perform the additional checks and that’s why we asked you for more documents. We’d like to emphasize that we’re required by license to verify all our players at one point, but we of course understand your concerns regarding the verification process.

We appreciate that you’ve cooperated with us and we’d like to apologize for any inconvenience caused.

The document which you’ve sent to us recently, has meet our verification standards and our customer service has already notified you of it.

Congratulations on your winnings!

Royal Panda

rossinator75 United Kingdom
posted on November 8, 2018.

Thank you Ask Gamblers, it's amazing that Royal Panda suddenly managed to verify me from the previously unacceptable photo right after you published my complaint.

You'll notice that in their reply they don't actually address the issue they state an unrelated fact - that they must verify identity. This was never disputed, of course they must.

I now await my withdrawal of £1435 being processed and received in my bank account and then I will update and close the complaint.

posted on November 9, 2018.

Dear ROSSINATOR75,

We treat the verification process very seriously and we’d like to assure you that it was never our intention to confuse you or not refer to your questions.

We appreciate that you’ve cooperated with us by sending all the requested documents. We’ve performed all the required checks and concluded that the document that you’ve sent to us lately has met our verification standards. Please accept our apologies for any confusion that has arisen, and for any resultant inconvenience caused.

Your withdrawal has already been processed and the funds will reach you within 1-5 working days.

Kind regards,

Royal Panda

AskGamblers
posted on November 9, 2018.

Dear @rossinator75,

Please confirm if the issue has been resolved. Keep in mind that 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.

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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