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Royal Panda Casino - Having troubles with account verification

RESOLVED

Complaint Info

Disputed casino

Royal Panda Casino
Posted on May 27, 2016

I try to explain briefly. I provide all copies of my doc, credit cards. They asking proof of address. In my country, Lithuania all bills pay owners, never ever do it tenants. By them rules, it's means, if you are not owner, you can not get back money? They ask bill from my bank online. I looked to my bills online, there no any address(it's normal, today I live here, tomorrow I live in another place).
I went to my bank branch and ask to right it down bank statement, what is surprise my bank, because they don't do that, especial when you do online banking. But they did, and gave me kind of statment. I send to royalpanda, but the do not accept it, and they do not want to pay my money.
How they can fallow so silly rules?
Please, be so kind I help me to sort it out.

Posted on May 27, 2016

Dear Aidas,

First of all we would like apologize for any inconvenience caused.

It looks like there’s been a misunderstanding here. You are a fully verified customer at our casino and you can withdraw the money to your bank account.

The reason it’s been rejected is because you’ve deposited with one payment method, but want to withdraw to a different one. However, if you withdraw to your bank account, we’d be happy to process it straight away.

This is why we sent you the following email yesterday:

“Thank you for recently submitting your withdrawal request. Unfortunately, we are unable to process this request because the payment method you selected is different to the one you used to deposit the funds to begin with.

“Your withdrawal has therefore been cancelled, and the funds returned to your player balance.

“Although this probably isn’t the news you wanted to hear, this is both a legal requirement and a Royal Panda company policy to ensure the money always goes to the right person. Don’t worry though, because the solution is simple:

• Log into your player account: https:­//w­ww.r­oy­alp­and­a.com/
• Click “Withdraw”
• Request the withdrawal again, this time using bank transfer as the withdrawal method

“Once we’ve received your new withdrawal request using the correct payment method, we’ll be sure to process it as quickly as possible.

“If you are unable to do this for any reason, please contact us (https­://­www.ro­yal­pan­da.c­om­/?h­elp­=chat) – our customer service team will be happy to assist you further.

“We thank you for your understanding, and apologize for any inconvenience caused.”

If you have any questions please don't hesitate to contact us.

Best Regards,

Royal Panda

AskGamblers
Posted on May 31, 2016

Dear @Aidas,

Please confirm if this issue could be considered as resolved. Please keep in mind that in case you fail to respond within the given time frame we will consider the as solved and it will be officially closed.

Thank you for your cooperation.

Posted on June 1, 2016

Dear @Askgamblers,

Customer has been paid out on 31-05-2016 (12:16) immediately after filling in the correct payment method. This should resolve the complaint.

Best regards,

Royal Panda

AskGamblers
Posted on June 2, 2016

Dear @Aidas,

Please confirm the complaint has been resolved so that we could close the case accordingly.

Thank you for your cooperation.

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