Royal Panda— player complaints: 127 in English

On 29/04/2018 I was self-excluded from LeoVegas Casino using Gamstop (the UK's national online self-exclusion scheme). Being a problem gambler, I then searched for other casinos to play at 2 months later, and found that I was able to deposit at Leo Vegas’ sister casino, Royal Panda. I was able to deposit 32 times on 29/06, 12 times on 01/07 and a further 8 times on 02/07. This totalled £2,150.00. I was not aware of the link between these casinos until I was able to seek further help to help with my problem, at which point I was made aware that Leo Vegas and Royal Panda are owned by the Leo Vegas Group, with their systems merging during May 2018, although the takeover of Royal Panda occurred during March 2018. I then queried this firstly with Leo Vegas, asking why as a self excluded player I was able to make over 50 deposits over a few days. The response I received was that due to my self exclusion registration being through Gamstop, they do not share this vital information with their other brands (in this case Royal Panda). If I had self excluded through the Leo Vegas website then they would have shared my self exclusion with Royal Panda. When I queried this with Royal Panda customer support, I received the following response: “As the funds in question were used to play Royal Panda’s online casino games, and in the interests of fairness to our other players, we are unable to offer you a refund of your deposits, or accept any responsibility for your losses. This is explained in clause 1.14 of our terms & conditions: “There is a risk of losing money when playing for money at Royal Panda. Royal Panda has no responsibility for such losses.” We’re sorry to see you leaving, and would like to thank you for playing at Royal Panda. As you’ve decided to self-exclude, we thought it best to send you email confirmation of your self-exclusion for your records, along with some important advice and information relating to that. As discussed, you have been self-excluded.” Clearly, they have recognised that I am a self excluded player through Leo Vegas as they have now self excluded me from their website. My argument is that should I have won, and subsequently requested a withdrawal, it would have been identified that I was self excluded through Leo Vegas and my withdrawal would have been declined, and in line with UKGC guidelines I would have been refunded my deposits less any withdrawals (in this case, I had only ever deposited with no withdrawals made).

Started playing on royal panda a few days ago placed my first deposit which I was giving a bonus while playing I managed to reach £6500 winnings. I then messaged them to ask about why I couldn't withdraw the money they said I had broken the terms of they're bonus and the verification department would be in touch in 24hours at the same time I was then told I was to wager ×35 times the bonus amount and my bonus winnings would be unlocked but before I did that they had taking my full £6500 winnings away.

Royal Panda drew me through an extensive verification process and have now closed my account and seized my balance while accusing me of fraud and being a resident of a non permitted country (I am a UK resident, and have been working in Malta). I have had the account for a year or so and overall it is at a net loss. 11/04/2018 First withdrawal requested 13/04 Withdrawal not processed- went on chat and was told a request for ID was sent a year ago. I provide a driving license selfie and am asked for another, which I promptly provided. 14/04 ‘We’ve successfully verified your identity, please clarify why you’ve logged in from the U.K.’ (I have been visiting the U.K. which is my permanent home and where my card is registered, my account address is in Malta, where I was last employed- I changed to this address at RP request in 2017) I provide an explanation. 15/04 'Please provide a utility bill from the last 1 month’ Provided a broadband bill from 01/04 16/04 ‘We were unable to accept this, please provide a bank statement showing all April 2018 transactions on the deposit card’ Provided this immediately, all Royal Panda deposits shown 17/04 ‘Thanks for providing, please now provide a recent payslip’ This seemed well outside of normal verification procedures, but I provide it as requested, and ask that this and other personal documents are deleted from servers after it is verified. 17/04 RP confirmed receipt of the document- did not clarify anything else. 18/04 No communication from RP 19/04 I send a follow-up email to check progress and no reply 21/04 I received the below email from RP Support Dear ***, Thank you for getting back to us. Kindly note that after further investigation our verification department decided to close your Royal Panda account due to a breach of our terms and conditions, clause 5.4 and 5.13: 5.4 - The player’s member account will be closed if Royal Panda has grounds to believe he/she is engaged in fraudulent activities. Royal Panda also reserves the right to seize the balance of the closed account. 5.13 - Residents from the following countries are allowed to register at Royal Panda: United Kingdom, Germany, Sweden, India, Canada, Ireland, Finland, Austria, Monaco, Netherlands, New Zealand, Norway, Switzerland, Malta, Iceland, Brazil, South Africa, Japan, Chile, Isle of Man, Luxembourg, Peru, Aruba, Bonaire, Sint Eustatius and Saba, Curaçao, Sint Maarten (Dutch part). All other countries are prohibited from registering. I went onto chat, and they would not expand on how I have broken these terms, and also told me that my deposits since 10/04 would be refunded (ignoring all made before that) and my winnings had been confiscated, and the decision is final. I cannot see how I have broken these terms- the only feasible reason for the misunderstanding is my use of a VPN which is always enabled on my computer- I checked their T's

Dear Sirs, Hope you are well. My name is [EDIT] a user of Royal Panda betting site (www.royalpanda.com/united-kingdom) (user: [EDIT]). I have a current balance of £1720 that Royal Panda doesn’t want to pay. I have been informed that my account has been permanently closed because apparently Royal Panda hasn’t been able to confirm my address. (I sent 2 different documents as proof of address and they didn’t accept any of them). After that they decided to permanently close my account and seize my balance. I gave them a call 3 times but the customer service representative just said that they can do nothing. They informed me that i should send an email to their support line ([email protected]) but i sent 4 emails already and got no answer from them at all. I would appreciate you taking action and get involved here since one of the functions of this commission is to control that this kind of platforms apply their terms and conditions in a fairly/correct way. Please escalate it as appropriate. Looking forward to hearing from you. Br, [EDIT] [EDIT]

I selfexcluded my self on 13/07/14 I asked the please selfexcluded me forever. On 09of may 2017 I was tempted to ask if I could reopened my account because I forgot I was selfexcluded forever but then I decline however they still sent me an email in order to reopen and they did reopened my permanently selfexcluded account I have sent the attachment your email. Thank you

I won 36000 pounds on Royal Panda Casino, on the 300 shields game, using a 5 pound bet, without using the gamble feature, just from complimentary spins, before that I made only 5 pound bets and I used the gamble feature sometimes, but I lost each time. Have I breached their terms? This is what they say in chat: [Royal Panda Rep] : Hi, I’m [Royal Panda Rep]. Thank you for contacting Royal Panda’s customer service. I’m here to assist you today. 19:02[camilou00]: hi there 19:02[Royal Panda Rep] : Hello [camilou00], how can I help ? 19:05[camilou00]: I have just logged on and can not see my winnings 19:05[Royal Panda Rep] : Do you mind holding on for a moment? I’m just checking your account. It shouldn’t take more than 5 minutes. 19:06[camilou00]: ok thank you 19:09[Royal Panda Rep] : Thank you for your patience [camilou00]. Can I ask if you have checked your email today ? I am terribly sorry to inform you that your winnings were removed due to a breach in terms and conditions by placing bets over the limit of bonus balance. 19:10[Royal Panda Rep] : By clause 1.32 of our Terms and Conditions " In the interest of fair gaming and fraud prevention, wagers placed using bonus money are subject to a maximum bet per game round limit. The maximum bet permitted when playing with bonus money is $7.50, €7.00, £5.00, or its equivalent in another currency. In case of a breach of this rule, the player agrees that his bonus and any associated winnings may be void." I am really sorry this has happened to you [camilou00]. 19:12[camilou00]: I bet 5 pounds a spin 19:12[camilou00]: and got complimentary spins 19:13[camilou00]: so where is the breach 19:15[camilou00]: ? 19:15[Royal Panda Rep] : I regret to inform you that some of the bets were much higher. For instance 24-05-2015 02:47:37 AM you have place a bet for GBP400. Unfortunately there were other bets that has been in the violation of our bonus bet requirements. 19:16[Royal Panda Rep] : Your cash balance ran out at 24-05-2015 02:40:39 AM all the bets made from that time onwards were bonus balance bets. 19:20[Royal Panda Rep] : I'm really sorry about this [camilou00]. 19:29[Royal Panda Rep] : I can only imagine this is hard to take in. 19:31[Royal Panda Rep] : However the decision was made following our terms and conditions. I really wish there was more I could do to help. Please let me know if there is anything I can assist you with. 19:42[Royal Panda Rep] : Thank you for contacting Royal Panda’s customer service today,[camilou00]. Should you have any further questions, please don’t hesitate to contact us again. Again, I apologize for the situation.

Several weeks ago I joined Royal Panda Casino and was fortunate enough to win something around 5k from a single deposit of €100 (receiving a €100 bonus too). All seemed good and they clarified I had met the wagering requirements and the money was mine to withdraw. I fulfilled their ID requests. They wanted more, so again I supplied what they asked for including a picture of myself holding my passport. Then they went quite for a while and I waited patiently. Until I received this: Following a thorough investigation of the activities on your Royal Panda account, we have decided to close it permanently and with immediate effect. In order to offer our players a safe, enjoyable online casino experience, Royal Panda treats any instances of fraud very seriously. Following an extensive investigation, our fraud team has concluded that your actions constitute a clear and serious breach of our terms and conditions: hxxps://www.royalpanda.com/terms/. As a result, the management of Royal Panda has decided to close your account permanently and not pay out any funds. This decision is final, and no further correspondence shall be entered into. Regards, [EDIT] Royal Panda Risk and Fraud manager I just don't understand this. My username is [EDIT]