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Royal Panda Casino - Delaying verification process

RESOLVED

Complaint Info

Disputed casino

Royal Panda Casino

Amount

£ 5000

nathansustins United Kingdom
Posted on July 2, 2019

Last week I deposited £5,000 into Royal Panda and lost the lot on Royal Ascot. They sent an email asking for verification, I sent details and deposited a further £5,000 the following day. I broke even for the rest of the week and now they are withholding my £5000 balance refusing all documents I send.

The first email said the accept EITHER, tax return letters showing wages, 3 months pay slips OR winnings from other casino's as proof of income. 1 by 1 they've refused ALL 3 sets of documents taking 72 hours each. They've now dragged this out well over a week and now asking for 3 months of bank statements with nothing covered up. In every single email they've asked for something new which they've received and approved and then asked for something new. As per pics they have approved Identity, payment method, address and "other" being proof of income. I've also screen grabbed their original email showing they are happy with any of the 3 sets of documents they've since had.

Please note, as per the email screenshot they state "Should you be unable to provide any of the above documentation, we would be able to accept one of the below documents verifying your source of wealth, where relevant:"

I've sent "Dated proof of significant winnings from casinos or other sources" as well as "Tax Return for the last period" as well as "Payslips showing your earnings from the last 3 months" from the original list. 3 times they've replied saying "thank you for the proof of address" documents I'm sending when I'm sending proof of income documents. I think they are just winding me up now.

regards

Nathan

Posted on July 3, 2019

Dear NATHANSUSTINS,

We'd like to inform you that the documents you've provided us with have been verified. In case we need you to provide us with additional documents, our relevant department will contact you.

More information about our verification procedures can be found here: https:­//w­ww.r­oy­alp­and­a.c­om/­roy­al-­pan­da-­acc­oun­t-v­eri­fic­ati­on-­pro­ced­ures/

You can find our terms and conditions here: https:­//w­ww.r­oy­alp­and­a.c­om/­terms/

We've noticed that your withdrawal was processed yesterday, therefore the funds should reach you within 1-5 working days.

Thank you for your cooperation and patience during the process and please accept our apologies for any inconvenience caused.

Kind regards,

Royal Panda

nathansustins United Kingdom
Posted on July 3, 2019

For the record, Royal Panda verified my account 32mins after my original post on here going live. 1hour and 2 hours previous I had emails off them stating they needed bank statements, I haven't sent them anything for 8 days. They purely verified my account due to this thread. I didn't plan to empty the account fully until this unsatisfactory experience.

Posted on July 5, 2019

Dear NATHANSUSTINS,

We’ve double checked your documents and decided that at the moment we don't need any additional information. If it changes in the future, we will contact you accordingly.

We’d like to once again express our sincere apologies for any inconvenience caused.

Kind regards,

Royal Panda

AskGamblers
Posted on July 5, 2019

Dear @nathansustins,

Please confirm if the issue has been resolved. 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

nathansustins United Kingdom
Posted on July 6, 2019

having verified my account only 48hours ago now my account is suspended.

Absolute jokers.

I've emptied my account and now I can't log in to see pending bets.

So No, this hasn't been resolved.

Cheers

Posted on July 8, 2019

Dear NATHANSUSTINS,

We can see that your account has been unsuspended after our relevant department contacted you.

We’re really sorry for any inconvenience caused.

Thank you very much for your understanding and cooperation.

Kind regards,

Royal Panda

AskGamblers
Posted on July 8, 2019

Dear @nathansustins,

Please confirm if the issue has been resolved. 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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