CLOSED: Royal Panda Support and Complaints Thread

PLEASE REDIRECT TO THE FOLLOWING SUPPORT AND COMPLAINTS THREAD HERE!

Hey there, casino fans!

At Royal Panda, we have a straightforward aim: to offer our players an exciting, rewarding and honest casino experience that continues long after you’ve used up the last of your welcome bonus. And while Royal Panda may be new - we launched in March 2014 – we’re staffed by a team of industry veterans who are passionate about online casino.

Here’s what we offer:

• Great bonuses - for life: Alongside our 100% welcome bonus, you’ll also receive our monthly bamboo bonus, worth up to $300.
• Once-in-a-lifetime promotions: play to win life-changing experiences in faraway lands at Royal Panda. Indeed, join now, and you could be in with a chance of winning a trip to meet the royal baby in China!
• Where loyalty is rewarded: from our loyalty points program to the free spins and credits we lavish on our regulars, we’ll ensure your loyalty is richly rewarded. 
• Only the best games: From innovative slots and big money jackpots, to the joys of our TV-quality live casino, we’ve hand-picked the best games out there.
• Hot and cold slots: Thanks to our innovative hot and cold slots filtering system, you can even view those slots that are spilling cash, and which are overdue a big payout.
• Free and fast deposits and withdrawals: Whether it’s depositing and withdrawing free of charge, or our ultra-fast payouts, banking at Royal Panda is a doddle.
• First-rate customer service: from helping you choose a game to working through a tricky problem, our friendly, professional agents are always happy to help.
• A wide assortment of currencies: Play in EUR, USD, GBP, SEK, PLN, CZK, BRL and MXN.

I hope that tells you a little bit about who we are and what we’re about. But if you do have any questions or comments, feel free to post them up or ping me a PM – I’m happy to help, and would love to hear your feedback on Royal Panda. 

Thanks, and good luck!

Royal Panda

Welcome to our fantastic forum! We are happy you are here to assist our members.

Welcome to the forum 

I I have a problem with this casino because they have not paid me. I sent a message to their rep but they still have not replied. Please reply to me!

The casino has been notified of your problem. Let you know as soon as they get back to us. 

Hello,

I have a problem with this casino because they not pay me my legit winngins of 5700 euro for not verifiying my account as I provided all the documentation they wanted. 

I opened my account on 5 May 2016, I have been a weelky depositing player I lost EVERYTHING untill 12 september 2016 , I got a document request so I sent it to them instantly. On 23  septmber my account was now fully verified, I would get paid, on 24 september they needed a last verification a  picture of me holding my id. I sent it tom them instantly. The next messages I received was your passport is a temporary travel document. We need a new document.

I quote email " thank you for sending us the documents we requested. Unfortunately, we are not able to accept the Passport next to face image that you sent, due to the expiry. We understand that it was a temporary document for travel and you should have the new passport by now." 

The day after I provided them with my new passport as they requested. I received an concerning email that there department doesn't have there facts straight as I quoted the email upstairs, confusion hits me after there next email, quote :

" Kindly please note that our verification noticed that the passport you are holding in your hand on the picture is valid till 2026 however the passport you have provided us with in 2016 is valid till 2024.

Can you kindly please provide us with an explanation why do you have two valid passports?" 

As they were aware of the situation already that I lost my passport when I traveled I explained it again. I got an email that support want a notarized ID from my passport I quote email  " You use a licensed notary (not a barrister, solicitor, accountant or similar)
• That the notary’s seal is clearly visible on the document you receive" 

I had this documentation in my possesion from an earlier business deal, all the details from the notary and stamp was on the document. I sent it to there email as I thought it was a strange request (as it contains such vulnerable information).

So I I received an email that my account was verified so I continued playing until 4 days later I received an email that they need an appostile stamp. I kindly asked them where I could get this appostile stamp I went numerous times to chat that I don't know where to find an appostile stamp, I called notaries and laywers they didn't provied this stamp.

They told me it was impossible for laywers and notaries to make an appostile stamp. The royal panda support didn't provide any notary where I could get this stamp. They sent me an info page what an appostile stamp is. After emailing back and forward I finally found out that the big city courts are provided appostiles.

I am an casino player I NEVER been to court in my life, why I need to do this for a casino, also courts aren't flexible with there opening times, they only operate 9 till 4 hours which is impossible me to go to as I have a 9 till 5 job everyday myself.

I requested for notary on there behalf they wouldn't provide it. Only an appostille would do. As it is frustrating for a player to go to such loop holes I couldn't get myself to get this document until my long holiday a couple of months later as for our last communication. So I got the appostile stamp now, went to court to get it sent it to Royalpanda and they still won't pay me. I provided royal panda with so much document.

- Copy passport
- Copy address utility bill
- Copy neteller statement (MULTIPLY)
- PHOTO HOLDING MY ID
- Copy of my new passport
- Photo of holding my ID wth new passport
- Notarised copy from my passport.

-Appostile stamp copy of my passport.

I was 95% verified instantly(within days) until they put me up for a task which was very difficult for to accomplish but I finally did so I am 100% verified that I am the owner of this account and rightfully entiteld on my winnings. They didn't provide me with any feedback as of why they can't verify my account anymore they said it's management decision.

Hopefully LCB could and the casino support from royalpanda could clarify why they ain't able to pay me as I 100% proven that i am the owner of this account. 

Hi BigCASH1200,

Sorry to hear that. Could you please provide me with your casino username so we can notify them and try to help you? 

Hi aamagalbraz81,

The casino informed us that your account has been locked due to fraudulent activity. If you are not satisfied with the casino's decision they advise you to file a complaint to MGA, their regulatory body. 

Since this is the casino's final decision, there's nothing further we can do for you. 

Hi BigCASH1200,

The casino informed us that in order to verify your account you need to send them a Notarized copy of your passport. Please send them what they require and it will be sorted.

Cheers.

The document has been sent to there support. 

I sent it to the support and they confirmed it was transferred to there verification department.

Did you hear anything from the casino?

They're going to contact you once the docs have been verified. We can't help you with this. Keep us updated. 

DId you manage to hear anything I still didn't.

Did you contact them asking if your docs have been verified?

There waiting for my notary to reply, I am still waiting if they not come with an answer tomorrow I will call the notary myself..to see if they actually called.

OK today I got the mail that my account finally has been verified.

" 

Thank you for your patience.

We've received confirmation from the notary regarding your document and reopened your account. You can now withdraw you cash winnings of € 2,734.00, to do so simply:" 

Only problem is my win is 5,734 euro they took of 3000 euro. With out notifying me. After I went in the chat. 
"
16:19:05 Pawel: Please note that the decision to confiscate your bonus winnings was done by our verification department in accordance with clause 1,24 of our terms and conditions of promotions https://www.royalpanda.com/promotions/terms/, we've also sent you an e-mail regarding this." 

They never sent an email from this, but to be clear rule 1.24 is quote " If Royal Panda decides that a particular player is no longer eligible for promotions/bonuses, Royal Panda may exclude a player from the bonus program without providing further reasons or explanation for exclusion." 

I DIDN'T BREAK ANY TERMS 100% sure about DEPOSITED MANYTIME WITHOUT BONUSES. There just looking for a way to pay me. This rule is unjustified and they can void every winning that ever has been won to a player that plays with bonus.

I hope lcb.com can sort this out for me this is really unfair. I paid like 300 euro's for al expenses. And they still don't pay me what is owed to me.

Hi BigCASH1200,

Glad to hear that your docs have been verified. Regarding the rule 1.24, we're going to chat with them and ask for the explanation they imposed this stance in your case. Keep you updated. 

Did you hear anything from the casino?

The casino rep informed us you need to contact the casino support for further info. We are sorry but there's nothing further we can do for you. Do as the casino rep advised and I'm sure you'll get the explanation from them.