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Royal Panda - confiscated 36000

Ruling

Found for the Casino - The player in question states that they have vastly exceeded the maximum allowed bet when playing with a bonus at Royal Panda casino. As such there's no grounds to argue for the return of their funds.

Read our Royal Panda Casino Review.

Player's Complaint

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.

Read the casino review

2 Responses

User icon
ThePOGG
May 25, 2015

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

User icon
ThePOGG
June 1, 2015

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

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camilou00 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

May 25, 2015

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.