Royal Panda – Self-Exclusion and Gamstop
Found for the Player - Royal Panda failed to conduct a UKGC required phone call before re-opening an self-excluded account and have failed to take responsibility for this.
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I was a customer of Leovegas last year. I Self excluded myself from there site and the self exclusion passed on the 9/12/2017.
I did not contact Leovegas to reopen the account, and was informed by them that the account and myself would remain self excluded from Leovegas and there Network Leovegas Gaming Limited. Which I thought great, it would help me not to gamble.
On the (8/4/2018) i fancied a flutter. I came across a site called Royal Panda. Didnt think atall about it and Joined them. There I deposited etc etc and played and everything was great. Thought nothing of it.
Anyhow I self excluded myself from Royal Panda on the 25/6/18 as I like to not take things too far and have a break.
I was recently informed that Leovegas is a sister site of Royal Panda. So firstly I approached Leovegas to ask them about my account. They advised me and confirmed the info I recieved off them was 100% correct.
“That when a user is Self excluded, but the date has passed (9/12/17) if the user has not contacted them to reopen the account, the account remains self excluded for 5 years. Which in turn advised this when I self excluded at the start of the exclusion”
Now I believe Royal Panda have done wrong. Firstly I dont think I should of been allowed to register with Royal Panda, as they are a sister site and Leovegas had informed me of the self exclusion still running. There was no information on the Royal Panda site they were connected.
Also I put myself on gamstop, just thought the Idea was great. I enrolled on the 26th April.
So I registered with GAMSTOP, the UK National Online Self-Exclusion Scheme. I thought under the terms of Leovegas Gaming Limited they must apply the Self Exclusion request to there entire network. As such, Royal Panda did not do this and I was left to gamble and deposit after my enrolment on the 26 April.
And they didnt adere to the Self Exclusion on the Leovegas Account since 9/12/17
Ive spoke to them recently and they deny any wrong doing. From letting me register (when SE with Leovegas) to not closing my account and not adearing to the terms of Leovegas Gaming Limited for self excluding me throughout there network through the GAMSTOP Ban.
All they say is that they are not affiliated to Gamstop, but neither are 21.co.uk or UkCasino. But these 2 casinos had to pay me refunds on my Deposits with them.
When I recently claimed a refund off( I will use 21.co.uk as my reference) i recieved this email confirming the deposits refund :-
[EDIT] (Senior Verification Executive) (21.co.uk)
Sep 13, 10:53 BST
Re: Your account
We have been informed you have registered with GAMSTOP, the UK National Online Self-Exclusion Scheme. Under the terms of our licence we must apply the Self Exclusion request to our entire network. As such, we have Self Excluded this account and returned deposits made after your registration.
£450 have been refunded these will still appear on your Bank Statement but will be refunded within 5 working days.
Under our Responsible Gaming policy you will not be permitted to open new accounts on any of our sister sites. A current full list of our sites are as follows:
21.co.uk, BetUK, BingoGodz, Bingos, Bingostars, Bingoloopy, Castlejackpot, Crown Bingo, Legs11, LeoVegas, MCasino, Pink Casino, Royal Panda, Slotto, Slotboss, Slotmob, Slotto, and UK Casino.
Plus any future sites operated by LeoVegas Gaming Ltd. If you hold any accounts with other gaming sites we would advise you to seek self exclusion with those also.
If you would like to speak to someone in confidence, you can contact GamCare, the UK’s leading gambling charity, directly. They have an excellent website and discussion forum and can be contacted by phone on 0808 8020 133.
Senior Verification Executive
Also there are no terms and Conditions that validate there claim on there site about self exclusions on sister sites, no info on not being able to open accounts when users are still locked (self excluded) on accounts not been re-opened etc etc
But they keep on denying any wrong doing.
I thought under the Responsible Gaming policy i should not be permitted to open or hold accounts on any of our sister sites. That they would close these sister sites. But again Royal Panda deny any wrong doing even when they are connected through Responsible Gambling.
I contacted Leovegas, they advised me that my account with them is still self excluded, as I did not reopen my account with them. Leovegas also confimed as my account was self excluded/locked , I should not be able to open any accounts, or hold any accounts with any sister sites.
The right way in my opinion.
Royal panda informed me :
Please note that when active self-exclusion period is over there are no objections in creating accounts in sister sites casinos but Royal Panda confirmed there is no such clause in there terms and condition when I asked for a link to the rule.
They have tried to say they sent me a reactivate your account Email. At the time they say i recieved this is when my 1 month Timeout finished with them (25/5/18) I have asked for a hard copy of this email forwarded to me but they wont do this.
I timed out with them between the (25/4/18)
But they sent me a confirmation Email of the 24 hour cool off period when I finish my timeout, they are trying all different ways to hide the fact of wrong doing. It even explains on the 24hour cooling off period email-
“Not quite ready to start playing again? Either log into your account and set a new self-exclusion or time-out, or contact us and we’ll do it for you”
Then they inform me in the quite amicable heated live chat I had with them “ Your LeoVegas account is still self-excluded but can be reopened at any time after 09-12-2017 , to do so player needs to request account reopening himself, he'll then enter a cooling off period of 24hours, during which he can change his mind in. You joined us when your LeoVegas active self-exclusion period had already ended”
( I did not reopen my Account with Leovegas )
I have proof of this chat. And many more where dates change, info changes etc etc
Leovegas have confirmed I am still excluded fully 100% as I have not lifted the exclusion.
I would like to put a complaint to you about Royal Panda and there Responsible Gambling.
They are trying to get out of this by making rules up as they go along. But when I ask for the link to there site that explains there rules, there is no such clause.
I was left to join RP when Self Excluded with LeoVegas
They have gone against the the terms of Leovegas Gaming Limited for self excluding me from there site through the GAMSTOP Ban also.
When I signed up to Gamstop on the 26th April they should of closed my acccount and not let me Deposit atall at that time through the Leovegas Gaming limited network they are apart of.
Username : [EDIT] Royal Panda
Username : [EDIT] Leovegas
email of accounts : [EDIT]
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