Fortune Panda Casino - My withdrawals in total 299 EUR were canceled illegally

Dear Fortune Panda Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear participants,

We're sorry to hear that you had a negative experience using our platform, Ilga.

In order to provide more clarity to the situation, we'll kindly ask for the player's credentials (casino username and email used for registration at Fortune Panda) to be forwarded to mailto­:af­fil­iat­e4@­for­tun­epa­nda.com so we can further investigate the case.

Sincerely,
Fortune Panda

Hello,

It seems,that I can't send to FortunePanda any meils from my registered e-meil in casino.I used gmail.Have you got it?I added screens with claim.

Hello,I'm waiting for answer from affili­ate­4@f­ort­une­pan­da.com

Dear Ilga,

We were not expected to answer you via mail, but rather just wanted to receive your personal information as it's a secure channel, and to avoid any privacy policy violations.

As of the above discussed, you have shared just about your withdrawals. Would you please share what were your deposits, and the approx. time of deposit prior to every withdrawal whether it was granted to you, or cancelled?

We want to ensure everyone that we're just trying to provide clarity to the case, and make sure both sides are heard.

Sincerely,
Fortune Panda

Hello,

Screen in attachement.
One more thing,that I noticed,that after complaint Fortune Panda has updated "Weekend bonus" promotion description with text-For more information read bonus terms and conditions.At time when I was made payout in this promo description was no such text.You can see it one of the screens.

Dear Ilga,

Regarding your claim:
"When I got an e-mail with the Weekend promo -there was also no information about this term and when I opened the promotion section on the web page -also no hyperlink, that I should read bonus terms and conditions. I got no e-mails, that they changed bonus terms and conditions."

We're obligated to provide clearly the bonus terms, which are located in the footer of every page. However, we're not obligated to cite the bonus terms on every other promotional page, but we rather choose to do so in order to provide a smooth user experience to our customers.

"I asked -when this bonus term was implemented-also no answer." - This bonus term was always present on our "Bonus Terms" page https:­//w­ww.f­or­tun­epa­nda.co­m/e­n/i­nfo­/bo­nus­-terms in the footer of the website which is in fact just a pixels down from the very same image you have attached (re-attaching player's image).

To further back our claim that the bonus terms were not met, we're attaching a screenshot with player's deposits and withdrawals (image attached).

At this point, we're asking for AskGamblers' statement on the state of the complaint. We are also open to further conversations.

On 09.06 I used the same bonus and had no deposits before in the week.Why withdraw on this case was confirmed?
And why you now has on promo page-"Please read bonus terms" and before it was no?

In your attachement is clearly visible,that on 14.06 is 60 EUR withdraw,but before was no deposits 150EUR per week.The bonus code on 09.06 was used the same as on 23.06

Below you can see withdraw ,that was processed-60EUR.

Dear Ilga,

Upon checking with our financial department, they got back to us with the following statement:

"He had the deposit and he used the welcome bonus and then on 08.06 and 9.06. he claimed the weekend bonus. It was the first time he used weekend bonus which was covered by the deposits of the welcome bonus.

The week in question, he had no depsoits during the week, instead he just claimed weekend bonus again immediately after, which is against the rules."

This undoubtfully shows that the bonus requirements were met the first time you had used it, so therefore your winnings have been granted.

Regarding your recent question:
"And why you now has on promo page-"Please read bonus terms" and before it was no?"

We have explained that previously.

Best regards

Dear @Ilga,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Per terms and conditions it is written ,that bonus code can be used if per week is 150EUR deposits.Welcome bonus deposits wasn't cover it.But withdraw was accepted.Per bonus terms also written,that it should be clear deposits,but welcome bonus was no clear deposit.

5.7 To ensure proper use of bonuses and fair play, FortunePanda.com considers claiming Weekend Party bonuses without any other clean deposit (i.e. deposit that is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 150€ during the week in order to be eligible for winnings generated with Wager Free Weekend Bonuses if they later decide to play slot games with the mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Wager Free Weekend will be forfeited and the deposit returned.

And Fortune Panda wrote,that was welcome deposit etc.Welcome deposit is not clean deposit.
No clean deposits before my withdraw 60EUR was accepted.

For me it seems,that Fortune Panda in bonus terms are writing one information,but explanation why was accepted withdraw with same bonus code before is against,that is now wrote in bonus terms.Of course I used bonus code in next weekend ,because withdraw before was accepted-with same bonus code.After posting a claim Fortune Panda has changed the Promo page with text-read bonus terms and conditions.Before promo page was without hyperlink to bonus terms.Of course if it is without hyperlink to bonus terms-I as a client understood ,that all important information is in promo page.But were was no information about extra terms-to be legit claiming the bonus.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Fortune Panda Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.