Royal Panda - Closed Account, Withheld Winnings, Accused of Fraud
Found for the Casino - There have been issue verifying this player's identity. The player has become non-responsive to our request that they provide further information. As such we cannot move forward with this case.
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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
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
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