Hi,
I have played a while with royal panda. Sent off my driving license bank cards etc no problem and did some winning and losing and withdrew some winnings no problem. A few days ago I won £140 and wanted to withdraw. The casino said I needed to do new verification if I wanted to keep playing with them - the email states (I have attached it and circled the bits I am talking about) that they want bank statements, and if you can’t provide that then show them some other way of your income proof. So I sent payslips and my P60 showing my yearly earnings - which according to their email is ok if you can’t peovide bank statement. Their email asked for PayPal (sent and accepted) 3 payslips (sent and accepted). I closed my bank account and I am don’t eant to send them I woukd have to go to the bank and anyway if as per the email I. Couldn’t provide them then I have already shown other ways of income with payslips and p60 and PayPal. If for whatever reason they don’t want to do business with me that’s ok just let me take my £140. There is no question of problem my winnings and they have verified my PayPal and bank accounts and driving license. Is it a question of money laundering? What is there issue I don’t understand? I just want to withdraw £140 and now leave this casino which is a shame but I have already proved my income as per the email. Also as you can see by the attachment, in the middle of all these email verification requests, they sent me another email saying “hey we noticed you are losing recently, so we put some money only in your your account” and I think £25 which they allowed me to play. Having researched I feel other people on other casino sites are finding they are taking money and then refusing to pay out and I don’t know why? But my £140 is not in repute so can I please have it and and then we don’t have to continue our relationship which is what you seem to want to do
Beschwerde-Info
Dear BADMUNCH,
We understand your concerns regarding our verification process and we’d like to apologize for any inconvenience caused, nevertheless, these additional documents had to be requested due to our license requirement. Our customer service also explained it via email.
Please take a look at our terms and conditions (clauses 5.2, 5.12, 12.5): https://www.royalpanda.com/terms/ which include the information about the verification process.
We’ve already verified your documents and notified you of it via email. It seems that you’ve canceled your withdrawal. To check its status, please go to the My account/Payment history section.
We can see that you’ve subscribed yourself to our newsletter and that’s why you’re received the offer in question. To opt out, please go to the My account/Edit profile section. Alternatively, our customer service can set it up for you.
We hope you’ll find this information helpful,
Royal Panda.
Dear @Badmunch,
Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.
Thank you for your cooperation.
Thank you, after ask gamblers became involved they let go of the bank statement issue and verified me
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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