Royal Panda Casino - Stalling Payment & Unresponsive

Dear @Hmaxwell1,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

My total withdrawal is £5000 (total deposits for this period £2700)

Update;

My account has been closed, and as far as I can see my entire balance has been seized. I have provided proof of income, played slots and casino, and am an official resident of the UK (I also lived in Malta for work but was never officially a resident). This has gone from an inconvenience to downright obscenity on their part. I will provide any evidence possible to AskGamblers to back up my innocence in this matter.

Update 2;

According to Royal Panda they have refunded my deposits - which leaves a £2400 balance still up in the air, or according to them permanently seized. I'm not sure if the fact I constantly have a VPN in use on my PC has raised some IP flags, which is entirely possible (although vpn's don't feature in their t's and c's)- aside from this I don't really see any reason for this misunderstanding. I have not used any bonuses to get to this balance, it was all gained from cash play on slots and the odd hand on blackjack.

Dear HMAXWELL1,

We will check with the R&F department and let you know if there is anything we can do.

Thank you for your patience.

Best Regards,

Royal Panda.

Thank you. If you need any more details/docs please let me know and I’ll send them over immediately.

Dear HMAXWELL1,

Your case is being discussed internally with Askgamblers. We thank you for your patience.

Kind regards,

Royal Panda

Thanks for the cooperation, responding so this doesn’t time out.

Dear HMAXWELL1,

Your case is still being discussed with Askgamblers. We thank you for your patience.

Kind regards,

Royal Panda

Thanks. If you would like any more details, documents, a landline phone call etc please let me know.

AskGamblers Complaints Team is awaiting Royal Panda Casino team to provide the required information.

Dear AskGamblers,

We're gathering the requested information for you.

Kind regards,

Royal Panda

Responding to avoid timeout.

Dear HMAXWELL1,

The requested information is still being prepared. We thank you for your ongoing patience.

Kind regards,

Royal Panda

Responding to avoid timeout.

Dear HMAXWELL1,

Thank you for your ongoing patience. We’re doing our best to assist you accordingly.

Kind regards,

Royal Panda

Thanks, it’s been a month now so if there’s any way I can speed this process up please let me know.

Dear HMAXWELL1,

Thank you for your patience. The relevant department of Royal Panda is gathering the requested information.

Kind regards,

Royal Panda

It seems strange that a conclusion was drawn by you to accuse me of fraud and seize my winnings within a couple of days, but it takes over a month for you to prove it.


As before, I am 100% sure I’m clear of any wrongdoing and will provide any evidence necessary to back this up.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Royal Panda Casino management in regards of this complaint to confirm and justify the casino actions. Player didn't pass additional verification and by that act breach casino's terms #5.2, 5.3. 
 

5.2 The player is not allowed to participate in a real-money game, real event bet or virtual event bet unless he/she is registered as a player and holds a full Royal Panda member account. Every player must submit an application for registration and provide Royal Panda with the following mandatory information:
Identity
Address
Contact e-mail
Personal telephone number
All of which must be true and correct. It is the player’s sole responsibility to ensure that the information provided is true, complete and correct. The player hereby decorates and warrants to Royal Panda that the information provided is true, complete and correct.
The player is hereby notified that Royal Panda carries out verification procedures on players depositing money. The player may be requested to provide Royal Panda with documents, such as but not limited to a copy of their passport.
5.3 The player’s member account may be blocked or closed if he/she does not provide the requested information or documents or if he/she provides Royal Panda with false or misleading documents. Royal Panda will have the right to seize the balance of the closed account.