Royal Panda bonus terms complaint

zazedac

Banned User
PABnononaccred2
Joined
Aug 19, 2012
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I saw the new casino royal panda yesterday decided to make a deposit claimed the 100% bonus won$900 but after quite some time I noticed my bonus status hadn't changed emailed them apparently bonus money doesn't count towards the wr!!! So once I hit my bonus credit of deposit it stopped counting towards it. I feel so ripped off right now!
 
So now I have $900 sitting there and if I want to withdraw it god knows how much that's gonna cost me
 
If the bonus $ doesnt contribute to WR, why take it? I mean, you'd actually hope you don't hit with it, so it's kind of pointless.
On dodging, I think you might have dodged a bullet here, and be thankful it was $900 v $9000. Still a fair chunk, and sorry you may potentially lose it, but stick to the accredited list, and read the Ts and Cs you agree to...saves a lot of headaches.
 
I've never seen a term like this before. You're right I probably should've read things more thoroughly however their site is very slow to load other pages and when I tried to open them after playing for some time it was taking so long I closed it. Still very disappointed I have seen casinos take their bonus back when wr was reached but not this
 
I saw the new casino royal panda yesterday decided to make a deposit claimed the 100% bonus won$900 but after quite some time I noticed my bonus status hadn't changed emailed them apparently bonus money doesn't count towards the wr!!! So once I hit my bonus credit of deposit it stopped counting towards it. I feel so ripped off right now!

I had a quick look at terms.

It should say : Total balance
Bonus
Cash

Whatever it says in the cash amount is withdrawable.

Seems to me it's like Leovegas and Betat...you can withdraw so long as you have not used the bonus funds.
 
Unfortunately Jezebel unlike in those casinos no matter how much you play once you're into the bonus money you can't convert it to real cash only the cash you deposit goes toward wagering
 
These terms seem dodgy to me aswell. Especially these parts:
-Money won using bonus money will be added to the player’s bonus balance. These bonus winnings will be released when the player meets the wagering requirements for the concerning promotion.
-Free spins are exclusively for use with the game(s) stated in the concerning promotion.
-Unless expressly stated otherwise, money won using free spins will be credited to the player's balance as bonus money and thus is subject to Royal Panda’s standard wagering requirement of 35 times the bonus amount

Can the freespins part be true? I win 5000€ during free spins and it has 35x REAL money wagering ...:eek:. Thats how i would understand it.
 
These terms seem dodgy to me aswell. Especially these parts:
-Money won using bonus money will be added to the player’s bonus balance. These bonus winnings will be released when the player meets the wagering requirements for the concerning promotion.
-Free spins are exclusively for use with the game(s) stated in the concerning promotion.
-Unless expressly stated otherwise, money won using free spins will be credited to the player's balance as bonus money and thus is subject to Royal Panda’s standard wagering requirement of 35 times the bonus amount

Can the freespins part be true? I win 5000€ during free spins and it has 35x REAL money wagering ...:eek:. Thats how i would understand it.

Looked again and this does not make sense.

Site looks ok but chat was unavailable. Really wanted to ask.
 
Can the freespins part be true? I win 5000€ during free spins and it has 35x REAL money wagering ...:eek:. Thats how i would understand it.

Yes, it seems like you unlock your free spin wins with your own deposited money. I've red it in swedish as well and this is obviously a trap.

Site looks ok but chat was unavailable. Really wanted to ask.

I sent them an email and asked, I also gave them a link to kavamans post. Let's see if they answer. :D
 
I had a heated convo with live support a couple of weeks ago, and the terms for this bonus are REALLY bad. I do love the "About Us"-section where they claim they have much easier-to-understand bonus rules than any other casino though :rolleyes:

FWIW I think that if you win $900 win your bonus, you will still only need to wager 35x the original bonus amount (35x$100) with real money. I could be wrong though..
 
Got an email about them, this botched screenshot of starburst is enough to put me off for life.

promotions-250x250-Lang-en-welcome-offer_usd.gif
 
I received two answers from Royal Panda yesterday, this is the first:

Dear RRRRRR RRRRRRRRR,

Hi RRRRRRR.

At Royal Panda, we like to give our players the chance to really explore our game offering. So to ensure you get a bit more play time for your buck (or Euro), we offer our bonuses – more funds means more fun!

As a result, all deposit bonuses are added to your bonus balance. In order to see your balances, simply log in and go to “my account”, or follow this link: xxhttp://www.royalpanda.com/my-account/

If you want to withdraw your deposit bonus, you’ll need to meet our wagering requirements (also known as playthrough requirements) in order to be able to withdraw it. When playing in real-money mode, simply wager 35 times the bonus amount, and the funds will be added to your withdrawable cash balance. You can then withdraw it, or continue playing any of our great games.

Please bear in mind that you have to use cash balance bets to meet the wagering requirements. Also, not all games count equally towards the wagering requirement. You can play all classic, video slots, softgames and scratchcards which count 100% towards the playthrough requirement.

When it comes to free spins and our no deposit bonus, any winnings won using those will be credited to your account as bonus money. This can be withdrawn by you, but you will first have to meet the wagering requirements. This can only be done by placing cash balance bets.

If you want read more about the terms and conditions that apply to Royal Panda’s promotions simply follow this link: xxhttps://www.royalpanda.com/promotions/terms/

Please don’t hesitate to contact us if you have any further questions.

This is the second, 2 h later:

Hello.
We see the confusion regarding our terms and conditions. We're discussing this internally and we'll get back with a statement on the forum.
In the meanwhile, please don’t hesitate to contact us if you have any further questions.

I can also see that Royal Panda now have created an account here but it's not activated yet.
 
Dear all,

I was sent a link to this forum post by our customer service manager. I regret the negative experience some of you had with our brand, and obviously I’d like to take the opportunity to explain ourselves here.

First of all, I’d like to say that we are definitely not a dodgy operator, nor do we try to mislead our players. We’d like to think of ourselves as anything but misleading. We pride ourselves for being clear and honest. Any negative feedback will be thoroughly reviewed, and used to provide our players with an even better experience.
Bonus explanation

Besides an extended explanation of our bonus terms, which we invested a lot of time and effort in writing precisely to ensure they’re as clear as possible, we also provide a brief summary of our deposit bonus terms during the deposit process. We've actually added this extra step to the deposit process to ensure our players understand any bonus terms which apply to them. We did this because we know it’s tempting not to read the terms and conditions. By having players select the bonus manually, and giving them this overview, our aim is to ensure they understand how the bonus works. If this still isn't clear enough, we definitely have to review the process again.

The following example comes from
You do not have permission to view link Log in or register now.
. We reviewed the content on this page many times with our content team. We have always believed it explains our terms simply and clearly:

• You deposit $10.
• We give you a $10 bonus.
• Your total balance is now $20.
• To clear the $10 bonus money (and any possible bonus winnings) for withdrawal, you’ll need to wager $350 in total ($10 x 35). Only wagers made using your cash balance count towards the wagering requirements.

So if a player wins $400 with his/her bonus money, he/she can release the $410 ($400 + $10) by meeting the wagering requirement for the bonus amount received: $10x35 = $350. Contrary to what’s been stated earlier in this thread, there’s absolutely no need to wager 35x the bonus winnings as well.

Why we chose this bonus structure
Like every casino, we like to offer a player a nice incentive to join Royal Panda. After you join us, and deposit and receive your welcome bonus, you will start by betting with your cash balance first. The advantage of this is that you will be able to withdraw any winnings resulting from these cash balance bets immediately, as opposed to a scenario where you would start playing using your bonus balance first and therefore would need to meet the wagering requirements before you can withdraw any of your winnings. The latter situation will not occur at Royal Panda.

Only once your cash balance runs out, do you start using your bonus balance to play. It is true that your bonus balance – and any winnings resulting from betting with your bonus balance – can only be released with cash balance bets (as explained above). This is to protect us against fraud. And what we often see is that players with relatively high bonus winnings deposit a cash amount that is much lower than the amount of those bonus winnings, but are still able to meet the wagering requirements with cash bets to able to withdraw their bonus winnings along with the cash balance.

Of course, any bonus system always needs to find the right balance between protecting the casino from fraud and allowing the players a chance to win money with their bonus and still be able to realistically release and withdraw it. And we do honestly believe that our system provides players with this opportunity.

I hope the above explains our terms and philosophy. In case there are any further questions or remarks on this we will be happy to answer them.

Best regards,

Mark - Royal Panda
 
Dear all,

I was sent a link to this forum post by our customer service manager. I regret the negative experience some of you had with our brand, and obviously I’d like to take the opportunity to explain ourselves here.

First of all, I’d like to say that we are definitely not a dodgy operator, nor do we try to mislead our players. We’d like to think of ourselves as anything but misleading. We pride ourselves for being clear and honest. Any negative feedback will be thoroughly reviewed, and used to provide our players with an even better experience.
Bonus explanation

Besides an extended explanation of our bonus terms, which we invested a lot of time and effort in writing precisely to ensure they’re as clear as possible, we also provide a brief summary of our deposit bonus terms during the deposit process. We've actually added this extra step to the deposit process to ensure our players understand any bonus terms which apply to them. We did this because we know it’s tempting not to read the terms and conditions. By having players select the bonus manually, and giving them this overview, our aim is to ensure they understand how the bonus works. If this still isn't clear enough, we definitely have to review the process again.

The following example comes from
You do not have permission to view link Log in or register now.
. We reviewed the content on this page many times with our content team. We have always believed it explains our terms simply and clearly:

• You deposit $10.
• We give you a $10 bonus.
• Your total balance is now $20.
• To clear the $10 bonus money (and any possible bonus winnings) for withdrawal, you’ll need to wager $350 in total ($10 x 35). Only wagers made using your cash balance count towards the wagering requirements.

So if a player wins $400 with his/her bonus money, he/she can release the $410 ($400 + $10) by meeting the wagering requirement for the bonus amount received: $10x35 = $350. Contrary to what’s been stated earlier in this thread, there’s absolutely no need to wager 35x the bonus winnings as well.

Why we chose this bonus structure
Like every casino, we like to offer a player a nice incentive to join Royal Panda. After you join us, and deposit and receive your welcome bonus, you will start by betting with your cash balance first. The advantage of this is that you will be able to withdraw any winnings resulting from these cash balance bets immediately, as opposed to a scenario where you would start playing using your bonus balance first and therefore would need to meet the wagering requirements before you can withdraw any of your winnings. The latter situation will not occur at Royal Panda.

Only once your cash balance runs out, do you start using your bonus balance to play. It is true that your bonus balance – and any winnings resulting from betting with your bonus balance – can only be released with cash balance bets (as explained above). This is to protect us against fraud. And what we often see is that players with relatively high bonus winnings deposit a cash amount that is much lower than the amount of those bonus winnings, but are still able to meet the wagering requirements with cash bets to able to withdraw their bonus winnings along with the cash balance.

Of course, any bonus system always needs to find the right balance between protecting the casino from fraud and allowing the players a chance to win money with their bonus and still be able to realistically release and withdraw it. And we do honestly believe that our system provides players with this opportunity.

I hope the above explains our terms and philosophy. In case there are any further questions or remarks on this we will be happy to answer them.

Best regards,

Mark - Royal Panda

So, if I read you correctly, this is in fact a 'sticky' bonus - if I deposit $10 cash and get the $10 bonus, and LOSE my cash balance any further play with my bonus $10 will not count toward the WR. Therefore, I would need to keep depositing CASH until I had turned over enough CASH play ($350 in this case) in order to convert the $10 bonus and any winnings accrued if I played the bonus cash.
Of course, I wouldn't do this as I would deliberately zero the bonus anyway....:rolleyes:

So, an example:

I deposit $10 and receive the same in bonus. The cash is played first. I have a tremendous win on cash without touching the bonus funds so I can withdraw immediately and therefore forfeit the bonus $10.

OR (more usually!) I play the $10 cash, and it plays like a crock of sh*t so I lose it all. Then I dip into the $10 bonus and win $500 with it. So, I need to redeposit more cash say $50, and play through cash spins until I have bet $350 cash. Let's say I have $40 of my $50 cash second deposit left when I have done this.
Then I can withdraw my remaining $40 cash PLUS my $500 I won on the $10 bonus plays, thus $540 withdrawal in total, yes?

Would you like me to precis your T&C's for you into clear, concise and unambiguous prose?
 
With your system I see no reason for anyone to take a bonus at all.

If I don't take a bonus I can withdraw immediately anyway. To keep on depositing just to get that extra seems stupid.
It's like any cashback to me.

Now I'm not a bonus lover at any casino so I wouldn't get trapped, but since it's different from others you will certainly have a lot of players who don't understand in what way it's different.

Good luck with the casino. I won't be signing up :)

Edit: Changed my mind! They don't seem so bad at all :)
 
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So, if I read you correctly, this is in fact a 'sticky' bonus - if I deposit $10 cash and get the $10 bonus, and LOSE my cash balance any further play with my bonus $10 will not count toward the WR. Therefore, I would need to keep depositing CASH until I had turned over enough CASH play ($350 in this case) in order to convert the $10 bonus and any winnings accrued if I played the bonus cash.
Of course, I wouldn't do this as I would deliberately zero the bonus anyway....:rolleyes:.

You don't need to forfeit the bonus at any point because whatever is in there will "unlock" and become available to withdraw if you keep playing with real funds. I can't think of any scenario where it would be better to forfeit the bonus money.

I really disliked it at first but now I think it's not that bad. Say you run out of real funds so you start playing with your bonus funds and hit something big, you'll still have to meet the original WR (so you have to deposit again) but it's worth it as the bonus funds will become available to withdraw as soon as you meet WR.
 
With your system I see no reason for anyone to take a bonus at all.


I kind of like it because you're not tied to any WR if you win with your original deposit, and you only have to re-deposit if you win with your bonus money. If I get a $100 bonus and win $500 with it, I won't mind re-depositing another $100 to finish the WR as I know that I'll be able to withdraw the full $500 once the 35x WR is met. It's a risk free bonus if you play it well.
 
I kind of like it because you're not tied to any WR if you win with your original deposit, and you only have to re-deposit if you win with your bonus money. If I get a $100 bonus and win $500 with it, I won't mind re-depositing another $100 to finish the WR as I know that I'll be able to withdraw the full $500 once the 35x WR is met. It's a risk free bonus if you play it well.

If I remember correct then this system with bonuses was used by Betat before.
You're right. Maybe it's not so bad but strange, and you know how we always want everything to be as we are use to :)
 
You don't need to forfeit the bonus at any point because whatever is in there will "unlock" and become available to withdraw if you keep playing with real funds. I can't think of any scenario where it would be better to forfeit the bonus money.

I really disliked it at first but now I think it's not that bad. Say you run out of real funds so you start playing with your bonus funds and hit something big, you'll still have to meet the original WR (so you have to deposit again) but it's worth it as the bonus funds will become available to withdraw as soon as you meet WR.

I kind of agree with you here. The trouble is that they have made it sound far more convoluted than it need be. I'll be interested subsequently to hear of those whom have taken it and their w/d experiences.
 
There are lots of Netent casinos that offer the same type of bonus (balance not locked until one dips into bonus funds), such as Leovegas, Thrills, Mrgreen etc etc. The big exception is that ALL wagering in those casinos counts towards clearing the bonus.

It's not the worst bonus out there, but it definitely isn't better than what the above mentioned casinos offer, and RoyalPanda's T&Cs need a massive overhaul
 

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