Not following new UKGC LCCP requirements, refunded me partially

I recently won a fairly substantial amount of money, and although depositing funds was a breeze, it is now day 14 (Business day 7) that I have been fighting for my withdrawal. First I was told it would take 1-3 days for the usual e wallet cash out, then it became 1-5, and then it was suddenly no longer the issue on royal pandas end, and now it’s the providers issue and not theirs.

When talking to support, 1/2 the time operators tell me that the withdrawal is on its way, the other few times is just them asking me to ask my bank. I asked my bank to no avail as there is nothing pending into my bank account (same way, same deposit method, same account as deposits). I am starting to feel as though I’ve been scammed as asking about it goes nowhere, and “the provider” is looking into it. It’s a e transfer which takes no longer than 30 minutes to send.

And my account is fully verified so I am becoming increasingly more angry and anxious.

I would like to receive my $4000 withdrawal Royal Panda.

I am having an issue with Royal panda and their so called ' proof of ownership of credit card' document they require which must meet requirements as listed;

Proof Of Ownership

1) Upload a Proof of Ownership document, this is either a bank statement or a letter from your bank confirming you were the account holder. If you check your 'Card History' for a bank statement we would need to see the first 6 and last 4 digits, the expiry date, the bank's logo and your name.

OR

2) If your bank does not offer the option above, you will need to go to your local branch and ask for a typed Proof of Ownership document, on this document we will need confirmation that you were the previous account holder which also shows first 6 and last 4 digits, the expiry date, the bank's logo and your name - this document must be stamped and signed by your bank

I have uploaded multiple copies of bank statements as given in option 1 showing my name, address, card number that was used and even the transaction and dates that it was made, also a letter from the bank confirming I am the holder of the account but they keep rejecting all relevant information.

Please note these card verification documents they require have come after i have already made multiple deposits and MULTIPLE WITHDRAWALS... YES, THE CASINO HAS ALREADY WITHDRAWN WINNINGS BACK TO THE SAME CARD THEY NEED PROOF FOR?!?

I have contacted my bank here in my country asking if they even make such document for option 2 in documents they accept and they declined saying such documentation does not exist.

Now they have disabled the help desk for me and i am unable to seek further information and have disabled where I got to upload the documents that they require.

Hi AskGamblers,

Please assist me with this ongoing withdrawal problem that is now approaching week 19.

I've completed my first and only withdrawal from Royal Panda Casino on 15/10/2021 to my Visa Credit Card. After 5 business days I contacted my bank BNZ (Bank of New Zealand) to find out if they've received my international payment. My bank replied saying this:

"We have opted to discontinue accepting payments through this facility since 31st July, 2020. In line with the NAB Sanction Group Policy, we are making this change as part of our proactive approach to the detection and deterrence of sanctioned parties, jurisdictions and products which may have a connection to a BNZ product or service. Although this change means that international payments from some non-sanctioned merchants or countries are adversely impacted, it is the right thing to do to protect our customers and ensure ongoing compliance with our international obligations. As a bank, we must comply with all applicable laws in all the jurisdictions in which we operate. This includes requirements of supra-national organizations such as the United Nations and European Union.

Moving forward, all international payments will be received if they are sent using the SWIFT process. Details are provided on our BNZ website.

Any payments made to your Visa Credit Card on or after 31st July, 2020 would have been automatically returned to the sender. Since they haven’t transacted on your account, there would be no trace of their arrival or return on the BNZ system. We do not have visibility of instances where deposits have been blocked or whether it has been delayed for another reason. Only the merchant will have that level of detail".

I've contacted Royal Panda support via live chat/email on a weekly basis for the last 4 and a half months and I'm getting nowhere. I've provided them with everything they need from proof of where I live and where I work, driver's license, birth certificate, proof of income, bank statements to show I've never received my withdrawal, Letters from my bank to say I've never received my withdrawal, etc. etc. After providing the letters and statements from my bank they just keep sending me in circles never getting closer to resolving the problem.

Every time I explain to them my bank don't accept payments to Visa Credit cards anymore and that my bank has a policy in place to automatically return funds to the sender.. They say okay we will look into the matter but then weeks later they just email me saying the funds have landed at my provider. I then have to go through the entire process again to tell them my bank don't accept payments to Visa Credit cards anymore. My bank have no visibility into this as the transactions are automatically returned to the sender. I don't have access to the provider and my bank don't have access to the Provider. Only Royal Panda Casino can resolve this by contacting the provider and getting the withdrawal returned to my account so I can use another withdrawal method like SWIFT.

Please assist me AskGamblers.. Royal Panda Casino has no intention of resolving this dispute.

Here is the latest reply from them which I receive on a monthly basis.

• Francesca (Royal Panda)
• 3/02/2022, 3:59 GMT+1

Dear Lionale,

I trust this email find you well and thank you for contacting Royal Panda Support.

Kindly be advised that we have been in contact with your provider and we can confirm that the withdrawal of NZD 3,100.30 has landed on your provider's account with reference: ​

ARN XXXXXXXXXXXXXXXXXXXXXXX

If you encounter any questions, you can be able to check with your bank/provider by using the above as a reference.

Thank you for your kind patience in this matter and I hope the above is useful.

Should you have any other questions please feel free to contact us.

We are available through live chat and e-mail. Myself or another agent will be more than happy to help!

Have a great day!

Best regards,

Francesca

Royal Panda, Customer Support

Hi Team,

Can you help me get this issue resolved after 5months of no payment or help from Royal Panda?

I requested a withdrawal amount of 1000NZD on 04/04/2021. 1 week later I had no money in my account, I contacted Royal Panda and they told me the funds should be in my bank and to send in a bank statement, which I did and this was approved by them. I was advised a case was created to solve my issue and I will be contacted, I wasn't. After no replies to my emails I contacted RP via live chat and was told the reason my money hasn't reached my account was that in August 2020 the laws anti money laundering in NZ changed and they do not accept card withdrawals only bank transfers. I questioned why they still put it through my card in April 2021 when they were well aware that the law changed in August 2020. They couldn't give me an answer to that. After 3 months of trying to draw information out of RP they sent me an email with a ARN code of the transaction they supposedly sent and once again request a bank statement from me. I sent in yet another bank statement proving I received no money from them and I contacted my bank with the ARN code. My bank informed me that the ARN code is a SENDERS code and RP need to trace the money from their end from the bank they transferred from which they should have done from the very beginning instead of pushing it back on me to investigate for 5 months. Basically I'm still without my 1000NZD and would like to get this resolved so I can stop chasing them up for something they should have done 5 months ago.

I have attached bank statements, conversations with RP and conversations with my bank.

Please help.

Hi there, I initially requested a withdrawal of $1000 from my account on the 7th of July, sent all verification documents, and sent bank statements proving no funds had been received when I queried that the money had not been received. They told me my provider rejected the deposit from them and to request another withdrawal which I did on the 5th of August…I waited for the 15days their site says to wait for the payment to be processed and contacted them again to say I had not received any money.

I have contacted them a few days ago and was told they needed further bank statements to say I had not received the money, I provided this but my bank statement only went till the 13th of August and I was told this was acceptable. I have just contacted them again today and been told that I need to provide further statements so that they can look into it. I can’t do this until my next statement arrives on the 13th of September…

I am so frustrated with this company as they should be able to trace where my withdrawal has gone? I have jumped through hoops to try and get my withdrawal and still nothing. I believe that I am going to have to repeatedly send bank statements which I am not happy with divulging private information constantly to a company that cannot return money requested. Please can someone help?

Hello.

My withdraw of about 61,000kr has been approved since 07.07

Have tried to contact them by chat.

They said that the money was already sent to my bank account since 07.07.

Right now it has been 7 working days now and still has not received any money in my bank account. I have sent a bank statement to them too, and still not get any response back from them.

I ask them to send a receipt of my withdraw, they said they will send it to my email, but I don't get any response.

They promised me several times that I will have money in my bank account within 5 working days.

I hope they will fix it soon and I has already sent email to [email protected]

But still, don't get any response.

Hi.

On the 28th and 29th June I have successfully received a confirmation from the casino that my two withdrawals were accepted. It would then take 3-5 working days (even though they brag about 10min-3days on the website, customer support said 3-5 days). It has now been over 17 days and I am yet to receive my winnings. I have contacted my bank who have confirmed nothing has been blocked or of the sort.

According to the casino, they have escalated the matter. But have not provided me with any more than that, not a loose time frame, nothing. I expect at least a proper explanation and follow ups as why it's taking this long and how long it could take. I'm sure they have experienced this before and would know the time frame.

I have not used any bonuses up till the time of my withdrawal. All my documents was approved.

What I want from the casino is 1. The money I won. 2. An honest and transparent explanation of why it's taking so long and how long it will take until I can expect my money. 3. For them to edit their site and write 3-5 days for bank withdrawals (which the customer support said they would, but haven't done.)

Withdrawals of sum: 1 - 25000 ref nr 175804533 2 - 20000. Ref nr 175969947

Attached is confirmation emails from the casino as well as timestamp of received email.

I requested wire transfer of $70,000 CAD. First they kept telling me it takes 2 to 5 business days. They are not willing to provide any details other than saying withdrawal is approved and money is sent. They gave me 3 different reference numbers. Then told me to submit screenshot of my bank account. Now they closed my account and I can't access it anymore. Customer service said money is with my bank. I called and verified with my bank and their wire transfer department. They have nothing on file. I spent thousands of dollars on this website and they are complete scam. Verified my ID and address more than twice. I hope you guys can get my money back from these guys.

Hello,

I am old, silver level member of royal panda casino.

After royal panda have updated website from past 3 to 4 days I am not able to access my account. I contacted live chat they said to clear browser cookies and also try different device. I did that but not able to access my account.

Problem is, when I am logging in my account, it ask for my phone number in pop up, I enter number and click on save, but nothing happens and it log me out

I emailed this to royal panda support but no response from them

Initially everything was running smooth i used to get my withdrawal amount even within a day directly to my bank account but this time I put my withdrawal request on 01-10-2020 that got processed on 03-10-2020 then as per consumer care i waited till 09-10-2020. Money didn't got credit. So the asked to upload bank statement,i uploaded now they have taken 1-3 days time to inform me what is happening . I have previous experience with leo vegas in this cases they return the amount to playing account. Now that's the biggest fear now cause from 14-10-2020 skrill also will not be operating with gambling money in india.

So what do do now. I am really worried. This never happened with me and I am already in loss. Please resolve it and take quick action so that I can get my money in my bank account.

Else all will be in vain.

Please help.