[RESOLVED] Royal Panda Complaint

[SweFjorod]

I strongly sugest that you remove Royal Panda as a trusted casino.

They will do everything in their power to not pay your money out.

I requested my withdraw yesterday, and allso contacted support (just in case), and sent in my verification papers (just in case), they say that it will take 24 hours to process the payment...

Fine, 24 hours is fine. Now, after 24 hours they send me an email. "We need you to confirm your phone number, if it's the same as you have typed in or if it has changed". I reply to the email, Yes, I registrated on your site yesterday, I made the withdraw request yesterday, within those 3 hours I'm sure that my phone number has changed.......

So I contact the chat support again and get the reply, they can't process your withdraw request as you are not verified yet, so I tell the chat, they ask if my phone number has changed between the 3 hours it took from my registration to my withdraw request ???

Oh and the verification department isn't working anymore, this can't be solved until tomorrow.....

Oh, and they allso request verification papers on my second bank account, that wasn't used in any deposit or withdraw request.

All this to take as much time as possible in hopes that I as a customer will cancel my withdraw request.

STAY AWAY from this site. I will eventually get my money but the way they are handling their customers is horrific.

Anyone know how you can contact to make a complain for these typed of casinos to loose their license ?

 

[ryans_slots]

@Melvin - Royal Panda can you help?

[ryans_slots]

5 hours ago, SweFjorod said:

I strongly sugest that you remove Royal Panda as a trusted casino.

They will do everything in their power to not pay your money out.

I requested my withdraw yesterday, and allso contacted support (just in case), and sent in my verification papers (just in case), they say that it will take 24 hours to process the payment...

Fine, 24 hours is fine. Now, after 24 hours they send me an email. "We need you to confirm your phone number, if it's the same as you have typed in or if it has changed". I reply to the email, Yes, I registrated on your site yesterday, I made the withdraw request yesterday, within those 3 hours I'm sure that my phone number has changed.......

So I contact the chat support again and get the reply, they can't process your withdraw request as you are not verified yet, so I tell the chat, they ask if my phone number has changed between the 3 hours it took from my registration to my withdraw request ???

Oh and the verification department isn't working anymore, this can't be solved until tomorrow.....

Oh, and they allso request verification papers on my second bank account, that wasn't used in any deposit or withdraw request.

All this to take as much time as possible in hopes that I as a customer will cancel my withdraw request.

STAY AWAY from this site. I will eventually get my money but the way they are handling their customers is horrific.

Anyone know how you can contact to make a complain for these typed of casinos to loose their license ?

 

Royal panda is a great casino, 24 hours is pretty much standard for all casinos now days for a withdrawal just if you do ever cash out, remember to log off the site and don't ever reverse the funds. casinos do need to verify payments and people properly to stop charge backs,fraud, anti-money laundering etc. 

only deposit once ALL documents are settled and fully verified otherwise you run into problems like this, if any casino doesn't require it, go to live chat and insist you send in your documents ready.

you will get the funds once it's all verified bud, stay calm relax and just send in anything they request.

[SweFjorod]

8 hours ago, themagics92 said:

Royal panda is a great casino, 24 hours is pretty much standard for all casinos now days for a withdrawal just if you do ever cash out, remember to log off the site and don't ever reverse the funds. casinos do need to verify payments and people properly to stop charge backs,fraud, anti-money laundering etc. 

only deposit once ALL documents are settled and fully verified otherwise you run into problems like this, if any casino doesn't require it, go to live chat and insist you send in your documents ready.

you will get the funds once it's all verified bud, stay calm relax and just send in anything they request.

I sent all requred documents as soon as I requested the withdraw, they answered that mail 24 hours later, asking if the phone number I had put in was the same or it had changed....

I registrated on the site the day before, not a year or two ago, the day BEFORE, and they ask if I still have the same phone number.

They allso ask me to send in document for my second bank account.

That bank account was NOT used in ANY deposit or was NOT used for the withdraw request, the only reason they know I own that account is because it's linked in Trustly, and they got proof of ownership in my first mail about the account that was used.

Now today I recieved a email that all my documents where verified but oh, they need another picture of me holding my drivers license next to my own face, they allready have my drivers license on file, now they stalling for even more time, this is clearly fraudulent behavior and I want to report this Casino to the proper channels so they loose their license.

[SuperSmask]

Sorry to hear you're having these issues with your withdrawal. It is not uncommon though, that casinos ask for a picture and selfie, but I do agree it's a bit weird after your docs have been verified.

Royal Panda has been on the casino scene for quite a while. Im pretty sure they don't run a fraud business.

Hopefully like @themagics92 said @Melvin - Royal Panda can help u find heads & tails in this process.

 @SweFjorod

[SweFjorod]

WHY would they request documentation about a bank account that was NOT used in any deposit or withdraw request, the only reason they know I own this is linked in Trustly.

So they go through secure Trustly logs and see oh, he has a linked account, we know he owns the main account as he sent proof of that, but lets ask for documentation about the second one that wasn't used at all, just to stall out for more time.

They wait 24 hours to respond to mail and then they ask for one more document.

Then they wait another 24 hours to respond and come up with a reason for one more document.

Now I have to wait another 24 hours and I'm guessing they are going to ask for another docuement.

This is all a scam to buy time in hopes that I as a customer would cancel my withdraw request and gamble it away.

This is clearly against Responsible Gambling guidelines and is clearly fraudulent behavior on their part.

[SweFjorod]

After talking things over with Kim I agree with him that I might have overreacted on the timeframe in this matter, but there is still some issues I'm having.

Why would they ask for bank statement of a bank account that wasn't used on their site ?

Why do they ask for more documents 2 days later instead of asking about that document the first day ?

Why Ask for 1 document one day, then wait for the next day to ask for another document, why not ask for both at once ?

This is what has triggered me.

But I want to apologize for my rash behavior in this matter, but the money in question is a fortune for me.

[Melvin - Royal Panda]

Hi SweFjorod, I'm sorry to read such harsh comments both here and in the chats and emails with our support team. 

I can see that you requested your withdrawal around 18:00 PM on saturday. You sent in your documents shortly after, and the next day at 12:59 these documents were verified. This is within 4 workhours from our team (they start at 9AM) and on a Sunday. In no way do I think this is a bad or slow service at all. 

They are simply asking if your phone number is correct, and they are asking for proof of a bank statement from the account that you used to deposit. 

In the meantime, you complain to our support team that the withdrawal isn't process isn't fast enough, that you don't understand why these things take 24 hours or why you need to be verified at all. Let me just tell you that every casino requires KYC for the amount that you are withdrawing, and if they don't they are breaking the law. 

You keep harassing our support for hours, making threats about making us lose our license, claiming you are a founder of casinogrounds.com (I checked, you aren't) 

Instead, if you had just had some patience and given our risk team their 24 hours time to verify your documents and later the followup documents and in case of any issues had come to me in a friendly way to look into it for you, I'm sure there wouldn't have been any problem. 

That being said, I'll still look into it for you and see if there is anything I can do to help you out or improve our processes to make the experience better for anyone in the future. Once your account is fully verified, withdrawals are usually very fast, in most cases within the hour :).

Please do let me know if there is anything else I can do for you. 

Kind regards,

Melvin

[Subthiele]

Royal Panda is a great casino!

Even my name was one time on the winnner page

 

[SweFjorod]

17 hours ago, Melvin - Royal Panda said:

Hi SweFjorod, I'm sorry to read such harsh comments both here and in the chats and emails with our support team. 

I can see that you requested your withdrawal around 18:00 PM on saturday. You sent in your documents shortly after, and the next day at 12:59 these documents were verified. This is within 4 workhours from our team (they start at 9AM) and on a Sunday. In no way do I think this is a bad or slow service at all. 

They are simply asking if your phone number is correct, and they are asking for proof of a bank statement from the account that you used to deposit. 

In the meantime, you complain to our support team that the withdrawal isn't process isn't fast enough, that you don't understand why these things take 24 hours or why you need to be verified at all. Let me just tell you that every casino requires KYC for the amount that you are withdrawing, and if they don't they are breaking the law. 

You keep harassing our support for hours, making threats about making us lose our license, claiming you are a founder of casinogrounds.com (I checked, you aren't) 

Instead, if you had just had some patience and given our risk team their 24 hours time to verify your documents and later the followup documents and in case of any issues had come to me in a friendly way to look into it for you, I'm sure there wouldn't have been any problem. 

That being said, I'll still look into it for you and see if there is anything I can do to help you out or improve our processes to make the experience better for anyone in the future. Once your account is fully verified, withdrawals are usually very fast, in most cases within the hour :).

Please do let me know if there is anything else I can do for you. 

Kind regards,

Melvin

Yes @Melvin - Royal Panda, I want to appoligize for my behavior, both in your chat and here on the forums, I was stressed out and for me this money is a fortune.

I went through my bank statements, and my second account was actually used for my initial deposit, I was sure I used my main account but I actually used my second account, so again I appologize. I was sure I didn't use that bank account for a deposit and I was wrong, that's why I was puzzled why they asked for it and it triggered me and then they wanted to confirm if I still used the same phone number..... I registrated the day before..... and both of these things made me see ghosts where there wasn't ones, so I thought this was only to stall for time...

But I sent in the documents and confirmed that I hadn't changed my phone number and the day after I get a mail again asking for me to hold my drivers license next to my face, this is allso fine to ask for to verify that I am who I am, but again in my mind I only saw this as a way to stall for more time as is wasn't asked when they asked for the second bank statement. And I got even more mad.

And as Kim stated to me, it's a weekend, not all casinos have staff working 24/7, but as I was too worked up before I talked to Kim it never came to me.

Again I want to apologize for my horrific behavior to both Royal Panda and to the poor chat operators that had to deal with me.

[Melvin - Royal Panda]

3 hours ago, SweFjorod said:

Yes @Melvin - Royal Panda, I want to appoligize for my behavior, both in your chat and here on the forums, I was stressed out and for me this money is a fortune.

I went through my bank statements, and my second account was actually used for my initial deposit, I was sure I used my main account but I actually used my second account, so again I appologize. I was sure I didn't use that bank account for a deposit and I was wrong, that's why I was puzzled why they asked for it and it triggered me and then they wanted to confirm if I still used the same phone number..... I registrated the day before..... and both of these things made me see ghosts where there wasn't ones, so I thought this was only to stall for time...

But I sent in the documents and confirmed that I hadn't changed my phone number and the day after I get a mail again asking for me to hold my drivers license next to my face, this is allso fine to ask for to verify that I am who I am, but again in my mind I only saw this as a way to stall for more time as is wasn't asked when they asked for the second bank statement. And I got even more mad.

And as Kim stated to me, it's a weekend, not all casinos have staff working 24/7, but as I was too worked up before I talked to Kim it never came to me.

Again I want to apologize for my horrific behavior to both Royal Panda and to the poor chat operators that had to deal with me.

All good, I appreciate your openness and honesty in this case as well! Admitting when you were wrong shows that you're a good person and were just a bit worked up in the moment. 

I'm sorry that the whole process took a bit longer than you'd have hoped for, and honestly I don't completely see why our team didn't request all documents at once. I'll talk to the person who's responsible for the verification department, to ensure that this process is improved  as much as possible. 

You're still always welcome at Royal Panda, and I've just added 250 SEK cash to your account as a good will gesture from our side as well. It's added as a bonus, but as soon as you make one bet or spin it's converted to withdrawable cash balance.

Hope to see you around, and good luck  

[EnglishGuy]

Melvin - Well done. dealt with very professionally there.

[MLG_1988]

This is actually quite interesting to read! I have just had a similar problem with Royal Panda who I have withdrawn at 3/4/5 times previously and had no issues. I verified my account in Nov last year and they cancelled my lastest withdrawal because I had not verified. After an hour long chat on their support they finally give in after I ask them to check an email I was sent on 21st Nov saying I am verified they finally agreed. All that I needed to do was send in my debit card which I have now done. I am still waiting for that verification to take place and then presumably I can request another withdrawal. It is strange that I requested a large amount of money to be withdrawn and this happened! 

 

I extremely enjoy playing eating at Royal Panda but to have to chat to live support for an hour at all times it was sorry your not verfied blah blah and to the prove them wrong that I was is totally unacceptable in my opinion. 

I am just hoping that they only take 24 hours to verify my debit card so I can request a withdrawal it’s been 19 hours so far! 

 

Regards

Marcus