My problems with RoyalPanda.com 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 RoyalPanda.com 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 (leovegas.com) 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.
