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Royal Panda – let me deposit then shut my account after approving my documents

Ruling

Found for the Player - Royal Panda Casino have informed us that they will no longer discuss complaints submitted to our service.

Read our Royal Panda Casino Review.

Player's Complaint

So I created an account on Royal Panda, deposited £300 and started to play.

I lost the money playing slots which I hold my hands up too. However , I was told to send in my documents to approve my account which was done but then my account was closed and I was told it wouldn’t be re opened due to duplicate account I don’t remember having.

My argument is, how was account created and the documents approved if I had a duplicate account with a sister site

I asked about a deposit refund but they have denied this.

I have a screen shot from the online chat with a members of their online team saying my documents were approved , I’m more than happy to send the conversation over.

Read the casino review

8 Responses

ThePOGG
Aug 01, 2019

Hi warrior112233 - welcome to ThePOGG.com!

When document checks are conducted at point of registration these are basic in nature - confirming that the submitted documents look legitimate, match the details you registered with and that you are indeed of age to play. The photos are not compared to every other photo in the operators ID database.

This means that if the details you have used to register are different enough to have got past the automated systems, verifying ID will not result in duplicate accounts being detected.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

warrior112233
Aug 01, 2019

Ok thanks for looking into it.

I don’t see how they can let me deposit , what until I’ve lost it and then close my account ?

I have the email they sent me I’m more than happy to send you and also the chat log from a staff member admitting that my account shouldn’t of been able to of been created ?

warrior112233
Aug 06, 2019

Hey, any update?

warrior112233
Aug 09, 2019

Hi, I’m still waiting to hear back ?
Regards

warrior112233
Aug 12, 2019

Hello, it’s been 2 weeks now and still haven’t heard anything from you.
Regards

warrior112233
Aug 20, 2019

Hey there , I still am yet to hear back from you ?
It’s been a while now ? Any update

warrior112233
Sep 03, 2019

Is this still on going ?
Regards

ThePOGG
Sep 10, 2019

Hi warrior112233,

Unfortunately Royal Panda have informed us that they will no longer cooperate with this service in the management of player complaints.

That being the case all I can do is suggest that you contact the operator's ADR service eCOGRA.

Sorry we cannot be of further help!

ThePOGG

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Agreement

warrior112233 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

July 31, 2019

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.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.