Rant time - fair to say I am not impressed!
Royal Panda - which i note is an accredited casino with excellent customer service.....
On Monday evening, I deposited £100 with 100% bonus, 35x wagering on bonus amount only (£3500) with the slightly unusual quirk that only real money wagering counts. Knowing the score I updated proof of ID, proof of address, and payment card details before starting to gamble - same docs used for a few other casinos with no issues whatsoever.
Lost the £100 with wagering on a rather poor 14.9% - so no real chance of unlocking the £100 bonus - however this is available to use but will not count towards wagering.
Thought to myself - may as well spend this and see what happens, down to the last £5 - bonanza on a £1 as its all over.... no I get a £204 win - still locked in bonus money though - and wagering still only at 14.9%.
Can I manage to cash this - so deposited a further £25 - wagering up to about 25% before busting, another £50 in wagering now on 46%.
Now - looks like I can get this for around about £250 in total deposits - given that I had written off the 1st £100 this seems quite reasonable....
£50 in today - and a bit of luck, £55 win on DOA and then caught Starburst in a good mood - over 500 spins at 30p and a balance growing,
I reach the stage of
Wagering 61%
Real Balance £155
Bonus Balance £225
So as it stands, need to wager £1400 to get any real money left, plus the £225 bonus money, total deposits are £225 at this point, so a break even or small profit is looking distinctly possible. I start flicking through games, get a bonus and move on - pretty enjoyable and I make a few extra quid.
I get a decent bonus on BarX megaways - and combined balance just under £400 when I am logged out. At the same time I get an email from a sister site advising i have self excluded??
More sinister, via Cookie usage, Royal Panda have blocked their Live Chat, and Contact number from their home page if associated with my email address.
I speak to the sister site Castle Jackpot, who eventually after trying to hide behind Leo Vegas's T&C's, advise the exclusion has come from Royal Panda - and they will not give me a contact number!
Using a different Browser - i got Royal Panda's contact details and called them to discuss.
I was told that apparently after a thorough investigation, my account had been summarily closed and they would not be discussing further, they were not prepared to confirm time scale for return of outstanding balance, were rude and insolent, were insulting me when phone was "on hold" to talk to a manager and eventually terminating the call.
(I assume they are claiming some kind of bonus play issue - but surely customers are allowed to play for a bonus - and as i must of played 25-30 different slots, hardly like i am just trying to hit wagering. ( including a bonus on Irish Megaways with 22 spins trigger paying a disgusting 10x with 18 dead spins))
Subsequently i have been advised 1-3 working days - however no one seems to know if this is outstanding balance or deposits in full.
TO SUMMARISE
Royal Panda - happy to take 4 deposits off me with usual timescale of approx 15 seconds
A clever bonus scheme designed - not unfairly - to encourage customers to make additional deposits
When it looked like bonus was achievable and they would be out of pocket - account terminated
Customer service info deliberately blocked from customer to make contacting as difficult as possible
Happy to take money - if I had bust the bonus they would of had the original £100 - but very unhappy to pay out.
Shocking and blatantly unacceptable customer service with no resolution offered
Delay and refusal to return players funds.
This is akin to theft / fraud - and has left a bitter taste to say the least - i also contacted Leo Vegas - their umbrella company - who were also dismissive and unhelpful.
My experience has led me to believe their Bonus scheme is a con, and my advice is to avoid at all costs.
I am very surprised this is an accredited casino - maybe this should be reviewed?
For the Rep - I have two questions only - why is my money not returned at the same speed as it was taken?
Please can I have a confirmation of time scale?
If you chose to close accounts - so be it - however treat your customers fairly and with respect
Lesson learned - and unfortunately CM accreditation does not prevent some casinos from being rogue.....
Royal Panda - which i note is an accredited casino with excellent customer service.....
On Monday evening, I deposited £100 with 100% bonus, 35x wagering on bonus amount only (£3500) with the slightly unusual quirk that only real money wagering counts. Knowing the score I updated proof of ID, proof of address, and payment card details before starting to gamble - same docs used for a few other casinos with no issues whatsoever.
Lost the £100 with wagering on a rather poor 14.9% - so no real chance of unlocking the £100 bonus - however this is available to use but will not count towards wagering.
Thought to myself - may as well spend this and see what happens, down to the last £5 - bonanza on a £1 as its all over.... no I get a £204 win - still locked in bonus money though - and wagering still only at 14.9%.
Can I manage to cash this - so deposited a further £25 - wagering up to about 25% before busting, another £50 in wagering now on 46%.
Now - looks like I can get this for around about £250 in total deposits - given that I had written off the 1st £100 this seems quite reasonable....
£50 in today - and a bit of luck, £55 win on DOA and then caught Starburst in a good mood - over 500 spins at 30p and a balance growing,
I reach the stage of
Wagering 61%
Real Balance £155
Bonus Balance £225
So as it stands, need to wager £1400 to get any real money left, plus the £225 bonus money, total deposits are £225 at this point, so a break even or small profit is looking distinctly possible. I start flicking through games, get a bonus and move on - pretty enjoyable and I make a few extra quid.
I get a decent bonus on BarX megaways - and combined balance just under £400 when I am logged out. At the same time I get an email from a sister site advising i have self excluded??
More sinister, via Cookie usage, Royal Panda have blocked their Live Chat, and Contact number from their home page if associated with my email address.
I speak to the sister site Castle Jackpot, who eventually after trying to hide behind Leo Vegas's T&C's, advise the exclusion has come from Royal Panda - and they will not give me a contact number!
Using a different Browser - i got Royal Panda's contact details and called them to discuss.
I was told that apparently after a thorough investigation, my account had been summarily closed and they would not be discussing further, they were not prepared to confirm time scale for return of outstanding balance, were rude and insolent, were insulting me when phone was "on hold" to talk to a manager and eventually terminating the call.
(I assume they are claiming some kind of bonus play issue - but surely customers are allowed to play for a bonus - and as i must of played 25-30 different slots, hardly like i am just trying to hit wagering. ( including a bonus on Irish Megaways with 22 spins trigger paying a disgusting 10x with 18 dead spins))
Subsequently i have been advised 1-3 working days - however no one seems to know if this is outstanding balance or deposits in full.
TO SUMMARISE
Royal Panda - happy to take 4 deposits off me with usual timescale of approx 15 seconds
A clever bonus scheme designed - not unfairly - to encourage customers to make additional deposits
When it looked like bonus was achievable and they would be out of pocket - account terminated
Customer service info deliberately blocked from customer to make contacting as difficult as possible
Happy to take money - if I had bust the bonus they would of had the original £100 - but very unhappy to pay out.
Shocking and blatantly unacceptable customer service with no resolution offered
Delay and refusal to return players funds.
This is akin to theft / fraud - and has left a bitter taste to say the least - i also contacted Leo Vegas - their umbrella company - who were also dismissive and unhelpful.
My experience has led me to believe their Bonus scheme is a con, and my advice is to avoid at all costs.
I am very surprised this is an accredited casino - maybe this should be reviewed?
For the Rep - I have two questions only - why is my money not returned at the same speed as it was taken?
Please can I have a confirmation of time scale?
If you chose to close accounts - so be it - however treat your customers fairly and with respect
Lesson learned - and unfortunately CM accreditation does not prevent some casinos from being rogue.....
