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Hi camilou00 - welcome to ThePOGG.com!

I'm sorry to say that I think it's likely that you have. If while playing with a bonus you were wagering more than £5 at any time - and this includes when you were playing on the gamble feature - you have broken the terms and conditions for the bonus.

It doesn't sound like you're contesting that you did wager more than £5 on the gamble feature and as such, even if you lost these bets, you are in violation of the terms and conditions. At that point I'd say whether the casino pays or not is entirely at their discretion. 

In this case, if as the Royal Panda Rep says, you've been betting FAR higher on the gamble feature (they mentioned bets of up to £400) this would be a very unusual playing pattern for a recreational player and as such I'd think it likely that the casino won't view you as a potentially profitable player and would not choose to make such a discretionary payment.

If that's not the case and you never placed a wager of more than £5 on the gamble feature provide me with your username and the email address you use at Royal Panda and I'll contact the casino about this issue.

Thanks,

ThePOGG

Hi camilou00,

If I've not heard back from you by Friday the 5th of June I'll assume that my above assessment was correct and close this complaint.

Thanks,

ThePOGG

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.

Royal Panda - confiscated 36000

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