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My withdrawals in total 299 EUR were canceled illegally

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Por Ilga
hace 1 año

Hello,

On 22.06.2024 I made withdrawals in the casino Fortune Panda. On 23.06.2024 both withdrawals 250 EUR and 49EUR were cancelled by the payment processor.

I wrote to Fortune Panda customer service -and they answered- that I used a bonus code, but this "Weekend " bonus code should be used only before the week was 150EUR deposited money.

I asked why on 09.06.2024 when I used the same bonus code, I had processed a withdrawal-60EUR. Per week I didn't have 150 EUR deposited money. Customer service didn't have an answer to this.

I asked -when this bonus term was implemented-also no answer. 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.

I wrote to financ­e@f­ort­une­pan­da.com on 23.06.2024, but no answer till today.

Fortune Panda has canceled my withdrawals illegaly.

Casino en conflicto Fortune Panda Casino
Motivo Pago rechazado
Cantidad €299

Discusión

User name

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.

User name loyalty-level-2
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.
User name loyalty-level-2
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.
User name loyalty-level-2
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.

Estadísticas de quejas de Fortune Panda Casino

Resueltas 2 / 2
Cantidad promedio $200
Duración media de quejas N/A
Tiempo de respuesta promedio N/A

Screenshot

Fortune Panda Casino Quejas

Ver todas las quejas contra este casino.
Missing withdrawal and casino support doesn't answer
Fortunepanda has been delaying my payout for over a week now.
I contacted support about this via the homepage/contact form and email - but there was no answer or reaction, nor was there a payment...
:-/
I had this problem once in December. Absolutely poor customer service (--> zero out of five stars!)...
Status solved Resuelta
€65
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