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Royal Panda Casino - Proof of ownership of credit card

RESOLVED

Complaint Info

Disputed casino

Royal Panda Casino

Amount

$ 2000

Posted on December 27, 2022

I am having an issue with Royal panda and their so called ' proof of ownership of credit card' document they require which must meet requirements as listed;

Proof Of Ownership

1) Upload a Proof of Ownership document, this is either a bank statement or a letter from your bank confirming you were the account holder. If you check your 'Card History' for a bank statement we would need to see the first 6 and last 4 digits, the expiry date, the bank's logo and your name.

OR

2) If your bank does not offer the option above, you will need to go to your local branch and ask for a typed Proof of Ownership document, on this document we will need confirmation that you were the previous account holder which also shows first 6 and last 4 digits, the expiry date, the bank's logo and your name - this document must be stamped and signed by your bank

I have uploaded multiple copies of bank statements as given in option 1 showing my name, address, card number that was used and even the transaction and dates that it was made, also a letter from the bank confirming I am the holder of the account but they keep rejecting all relevant information.

Please note these card verification documents they require have come after i have already made multiple deposits and MULTIPLE WITHDRAWALS... YES, THE CASINO HAS ALREADY WITHDRAWN WINNINGS BACK TO THE SAME CARD THEY NEED PROOF FOR?!?

I have contacted my bank here in my country asking if they even make such document for option 2 in documents they accept and they declined saying such documentation does not exist.

Now they have disabled the help desk for me and i am unable to seek further information and have disabled where I got to upload the documents that they require.

AskGamblers
Posted on December 27, 2022

Dear @VMAC,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on December 27, 2022

The total amount the casino is withholding from me is $2000 nzd but keep on mind they have already payed out $5000 nzd without this documentation they suddenly need now

Posted on December 27, 2022

Evidence of previous withdrawals and current withdrawal they are holding

Posted on December 28, 2022

Dear VMAC

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­­­­­­­­t­­­­@­roy­alp­and­a.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Posted on December 31, 2022

RoyalPanda have now paid out the $2000 after i provided written proof from my bank stating the document that they require is unable to be retained and is a security risk. They then called me personally to make sure i wasnt being scammed and that no one should ever need this information as it doesn't make sense to have it, they then said a bank statement with transactions is more than enough evidence which i previously tried to supplied
Now after they have paid the money out they are asking for more proof of card transactions which i do not understand why ?

Now i have permanently closed the account and will never return due to the headaches this casino has created for me, Shame on royal panda for not taking it seriously until i came to express my concerns on ASKGAMBLERS. Avoid this casino at all costs !

AskGamblers
Posted on December 31, 2022

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.