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Royal Panda Casino - Verification and Bonus/Payment problems

Matt33 Sweden
Posted on February 26, 2019

My problems with have resulted in a very long story. I will send you a summary in this complaint and you are welcome to get back to me if you need any more details.

The online gambling business in general and especially have a very bad reputation. Some examples are listed at https:­//w­ww.a­sk­gam­ble­rs.c­om­/on­lin­e-c­asi­nos­/ro­yal­-pa­nda­-ca­sin­o-c­asi­no-­rev­iew­/co­mpl­aints. The most complaints are about the verification process and how they keep asking for more and more unnecessary copies of personal documents.

I therefore decided to get my new account verified before I made the first deposit and started to play. After sending all the requested documents I got a confirmation that the account was fully verified, see below.

On 2018-05-13 23:43, Barbara wrote:

> Dear X,

> 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.

> Thank you for playing at Royal Panda. We look forward to seeing you

> again in the future.

> • Ticket: LNL-464-99751

> • Status: Closed

After making the first deposit and then turning over the welcome-bonus I did my first withdrawal-request of 749.40 EUR. Instead of sending the money they started to request more document like "- A picture of yourself holding up your passport next to your face." When I then referred to their previous mail about that my account was fully verified, they responded by closing my account and confiscating all the funds!

After several months of mail-conversation with them, they agreed to reopen the account if I send the requested documents by normal unencrypted email. Since this is NOT a secure channel in any way I asked them to open my account so the encrypted upload-function there could be used. They refused to do that but after contacting their mother-company ( they finally agreed to accepts a second option for sending the document through a secure channel. However, they now suddenly said that only 436.74 EUR out of the 749.40 EUR could be refunded since I had broken their bonus-terms about “double accounts within the same household”. They claimed that someone with the same street-address had opened a second account on their site. At my street-address there are about 40 different apartm­ent­s/h­ous­eholds and on the Invoice-copy sent before, to proof my address, my unique apartment-number was clearly visible.

They have now reopened my account and sent me 436.74 EUR but they are still owe me 749.40-436.74=312.66 EUR. If you cold help me to get that amount back I would be grateful.

As said, I can send you much more detailed information about the issue if you wish.

Posted on February 26, 2019

Dear MATT33,

Thank you for notifying us of this. We’ve reviewed your case and contacted you regarding that via email. Could you check your email account to see if you’ve received it? Please also check your spam filter.

Kind regards,
Royal Panda

Matt33 Sweden
Posted on February 27, 2019

I've received your mail about that you decided to refund the remaining 312.66 and send it to my bank account. I've sent the information you requested and are waiting for the funds to reach my bank-account.

Posted on February 27, 2019

Dear MATT33,

Thank you for sending us the requested information.

It’s been passed to the relevant department. We’ll get back to you once it’s been reviewed.

Thank you for your ongoing patience.

Kind regards,

Royal Panda.

Posted on March 1, 2019

Dear MATT33,

Thank you for your patience.

We’d like to confirm that we’ve issued the refund today. You will receive the funds within 1-5 working days.

Kind regards,

Royal Panda.

Matt33 Sweden
Posted on March 3, 2019

Now the 312.66 EUR have finally reached my bank-account. However, it feels more like a Pyrrhic victory due to all the time and frustration I had to spend on this issue due to the fraudulent behavior from Royal Panda. My advice to all players is to avoid this company at all costs.
Best regards to who helped to solve this issue at last.

Posted on March 4, 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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