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Royal Panda Casino - Stalling Account Verification

RESOLVED

Complaint Info

Disputed casino

Royal Panda Casino

Amount

£ 300

Posted on June 17, 2019

After several weeks since I was first requested to send verification documents to Royal Panda, my account has still not been verified. Every time I send them the documentation they request they decide they want something else, making it a seemingly endless process.

What has happened so far:

- On May 23rd, Royal Panda cancelled my withdrawal of £300 and requested a copy of my passport, both sides of my debit card and proof of address.
- I uploaded these 3 documents and they were later marked as "approved" in my account.
- They then requested a photo of my face next to my passport.
- Their customer service eventually assured me that this would be the final step of verification.
- After I uploaded this document they said it wasn't clear enough (not true) and I needed to upload another one.
- I then uploaded another photo.
- This was later marked as "approved" and I contacted their CS again to check that my account had been fully verified.
- They said that I now need to send a notarised copy of my passport. They were unable to provide me with precise details about what they would accept as notarised. They also would not confirm that more documentation would not be requested after this.

As far as I know, in the UK it costs at least £75 (plus tax) to get a document notarised and you need to travel to the notary. On Royal Panda's "Verification procedures" page (https­://­www.ro­yal­pan­da.c­om­/ro­yal­-pa­nda­-ac­cou­nt-­ver­ifi­cat­ion­-pr­oce­dures/) they make no mention of notarised documents, nor is it mentioned in their terms and conditions. (https­://­www.ro­yal­pan­da.c­om­/te­rms/)

I fully believe that if I sent them a notarised passport, they would continue to stall my account verification and request something else and/or reject and request another copy (as this has been the experience so far).

I've been given no explanation as to why my account has been subject to these measures. Royal Panda's customer service have not been very helpful (offering just "copy and paste"-type replies) and I've had to contact them via live chat for updates. I am opening a complaint here hoping that I may be able to resolve it via this method.

Thanks

Posted on June 17, 2019

Thanks for publishing my complaint. I'd like to add one more thing (which I wasn't aware of when I wrote the above post).

On June 13th Royal Panda sent me an e-mail which said:

"Thank you for supplying us with the documentation we requested from
you, and for your patience while we verified your identity using them.
We have good news – we were able to verify your identity
successfully. Now that you’ve been successfully verified, your withdrawal requests
will be approved as soon as possible."

...but shortly after they sent me another e-mail saying that I now needed to send a notarized copy of my passport.

Posted on June 17, 2019

Dear KLORE,

At Royal Panda, the safety of our players is our number one priority, which is why sometimes our verification department might ask our players for additional documents during the verification process.

We’d like to inform you that after reviewing the case our verification department has decided that the additional document is not required at the moment.

Therefore, your account has been verified and we’ve sent you an email with confirmation earlier today.

Please let us apologize for any inconvenience caused and thank you for your ongoing patience and cooperation during the process.

Kind regards,

Royal Panda

Posted on June 17, 2019

Royal Panda: Thank you, I have received your e-mail.

AskGamblers: I've requested a withdrawal and will confirm in this thread when it's been processed and funds received.

Thanks.

Posted on June 20, 2019

Dear KLORE,

After checking your account it shows that the withdrawal was processed on 18.06.2019. Therefore, the funds should be on your card within 1-5 working days.

Please let us know once you've received the funds.

Thank you for your ongoing patience and cooperation.

Kind regards,

Royal Panda

Posted on June 21, 2019

Hi,

Thanks for the follow-up. Yes, I can confirm that the withdrawal of funds was successfully processed.

Thanks for your help.

Posted on June 21, 2019

Just to confirm to AskGamblers admin that this case has been resolved.

Regards

AskGamblers
Posted on June 21, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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