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Royal Panda - Responsible Gambling failure

Posted: Thu Mar 14, 2019 6:55 pm
by thePOGG
We've just ruled a complaint in favour of the player and against Royal Panda. The operator re-opened a self-excluded account without the UKGC license required phone call. The operator's position is that they had adequate alternative policies in place that this doesn't matter, but the LCCP simply does not provide scope for the licensee to implement alternative policies:

https://thepogg.com/complaint/royal-panda-self-exclusion-and-gamstop/

Personally, I think that the phone call provision in the LCCP is perhaps a little more than is actually necessary and that this case is largely residing on a technicality (i.e. I'm not convinced that the outcome would have differed had the phone call taken place), but the rules are the rules and the operator should appreciate that and refund the impacted deposits.

TP