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Royal Panda - keeping my deposit

Ruling

Resolved - The submitting complainant has informed us that they have managed to resolve their issue with Royal Panda casino directly.

Read our Royal Panda Casino Review.

Player's Complaint

On 8th January i made a deposit of £1000 everything went well till i decided to withdraw my winnings they asked for proof of who i was address and bank card i used so i sent them while i submitted them i saw i had made a spelling error in my 1st name so i contacted support and told them of this i was then told it is fine and will be sorted i then received an email stating my account has been banned and they are seizing my funds due to fraud which is totally ridiculous they could come to this from me miss typing my 1st name i have also learned that they are sister of Leo Vegas who i self excluded from i was not aware of this while i put money into Royal Panda if i was i would of not put money in to use i have tried for hours on end to discus this with royal panda to no avail they are refusing point blank to return my £1000 deposit they can keep their winnings i just want my money back that is rightfully mine their was no fraud done it was a simple typing error i made everything else on my information was correct

Read the casino review

2 Responses

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ThePOGG
January 10, 2020

Hi boomboytv - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this situation.

Firstly - you have bypassed your self-exclusion by altering your registration details. Whether this was intentional or accidental the consequence is the same, the operator would not be expected to pay you. In fact, our discussing with the UKGC about matters like has indicated that the regulator would in fact expect the operator to pass the deposits to a Responsible Gambling related charity rather than refund to players as recent studies have suggested that refunding deposits in these situations exacerbates addiction.

Secondly - if you genuinely believe that you are entitled to refund all we can suggest is that you contact the UKGC. They reserve management of complaints of this nature to themselves.

Sorry we cannot be of further help.

ThePOGG

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boomboytv
January 10, 2020

all good they are refunding me my deposit back i wast SE from them it was different site and i entered in my 1st name by 1 letter in error which they have accepted

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Agreement

boomboytv 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:

  • Royal Panda
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Royal Panda Limited

January 10, 2020

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.