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ATTN: Casino Rep Royal Panda Deliberately Delaying Verification?

Discussion in 'Online Casinos' started by AmGam, May 12, 2018.

    May 12, 2018
  1. AmGam

    AmGam Newbie member

    Location:
    uk
    Royal Panda are making my Verification Process not a nightmare. They made me jump through ridiculous hoops to be verified and still am not - despite having send a dozen emails, over a dozen attachments of documents, passports, utility bills, scans of 3 banks cards , copies of different bank statements, passport etc... Examples below

    The reason for all this? Am In international money launderer or terrorist or fraudster? Am I dealing with 4,5 or 6 figure amounts of money? No! I am an older housewife who they did not bother to verify for the months I was losing and giving them money but when I put in a request to withdraw winnings of £20. (The one good thing is that because they would not approve my withdrawal I have played the money from the disapproved withdrawals a couple of times and ended up winning much more - £200!) But still not verified so no idea when I will get my money and now worried they will find some way not to pay me to punish me for this review!

    I started off happy with my small winnings, but have ended up swearing at them and goodwill is gone. Think some staff were enjoying my frustration and annoyance and extending verification unnecessarily. Many other reviews and complaints on the web about them doing this to others too.

    One example is demanding statements showing transactions of £10 on a card last used in 2017, not used since and now no longer in my possession! Last document rejected because they said the resolution used (72 dpi) was not good enough to comply with their regulations.

    They are now demanding things that cannot be provided ie a bank statement for a current account that shows the Debit card number on it - and I have already provided statements showing sort code and account number AND transaction to Royal Panda on them - AND they already have scans of the card showing the same account number and sort code.

    If they are so poor they need to hang on to my money, should they even be in business?

    If they are such bullies and pedantic nit-pickers all to the purpose of &ucking their customers around, do they even deserve customers?
     
  2. May 12, 2018
  3. AmGam

    AmGam Newbie member

    Location:
    uk
    Hi
    Have been advised to contact Royal Panda Representatives regarding problems.
    Been a member for some time and mainly deposit and loose small amount - but a week ago, I finally won and tried to withdraw £20 - and as a result was put through verification - they did not bother to do this previously when I was depositing an losing!
    If I posted all the correspondence between us over the last week or so on this issue - it woudl take up pages of this forum - so I will try to condense it all.


    They asked for and I provided ALL of the following

    A scan or clear photo of your official ID, passport or driving license.
    • A scan, clear photo or a PDF of any official document addressed to you (as proof of address), such as a utility bill, tax papers or any official correspondence showing your name and address. Kindly check the document is no more than six months old.
    • A scan or clear photo of a bank statement (as proof of payment method), which should be no older than six months.
    • A scan or clear photo of your credit/debit cards***????**????**???4, showing the front and back of the card. Just to be safe, please ensure you obscure the middle digits of credit card number so only the first six and last four are visible (front and back if the numbers are embossed), and please obscure the CVV code on the back as well.

    Regrettably, our verification department couldn't accept front of your card ending ????, as too many digits were covered. Is seems I had covered digits 5,6,7,8,9 and 10 instead of 7,8,9,10,11 and 12 – although they used 12 of the 18 digits in their correspondence with me and so obviously could verify them if they were inclined.

    Submitted re-redacted card with” the first six and last four are visible”

    I remind them that I had informed them that I no longer use this card (last used it in 2017) and would like it removed from My Account /their system so I do not use it accidentally

    They now want scans of another two cards

    I provide this – they are verified (I think)

    They now go back to the first card and want more concerning it – why I it is not used / status of card etc..

    I write around this time to say

    “I have repeatedly asked for card ending 0517 (not 0514, as you wrongly state below) to be removed from My Account - but you have refused to do so. You told me in writing that you will not use the card however. Now, (further and unnecessarily complicating and delaying your already lengthy verification process) you ask for a scan of that card? Given that you have told me you will not use it - WHY?

    I will NOT be sending scans or photos of card ending ???7 (not ???4, as you wrongly state below) , Please complete the verification process now and approve my withdrawal.



    They insist on more information and scans etc. to do with the first card

    I ask why given that I do not even use this card– and get no reply.

    I reluctantly send a copy of an online screen for that account (in overdraft – that’s why I do not use the card anymore!)– but no right to any privacy allowed to me by Royal Panda!). (What would I have done if I did not have access to this, for example if the account was completely closed?)

    So this is embarrassing and intrusive but I send a screen shot of my latest statement showing overdraft.

    They REJECT the statement screen shot saying it does not show a Royal Panda deposit with this card. I reply that this is because – as I have already told them – I have not made any deposit to Royal Panda using that card this year and do not use this card anymore.!

    They reply

    If Card ending ***0517 is no longer in use, kindly provide us with one of the following:

    • A Bank Statement showing transactions made with this card.

    • A screenshot of your online banking screen showing the status of this card.

    •A letter from your bank stating that this card is no longer in use

    I then reluctantly have to spend ages looking and managing to locate payments of £10 and £12.50 in October 2017 to Royal Panda and I take a screen shot and send this long thin screenshot to them. They reject this because of the resolution (72dpi).



    I re do a screenshot of fewer transactions in higher resolution and send it.

    REJECTED.

    I ask them to tell me EXACTLY which regulation or law you are supposedly complying with regarding this latest demand. They do answer this question.

    Then say “We checked the provided statement and unfortunately were not able to verify the card using that. To be able to verify this card with a statement, we need one that shows the transactions, made with that card. Unfortunately your statement did not show your deposit to Royal Panda.

    YES IT DID!

    I ask WHICH account they mean (I have had 3 cards registered with them over the year I have been there). They do not directly answer this question.



    They ask again for

    Kindly provide us with one of the following:

    • A Bank Statement showing transactions made with this card.

    • A screenshot of your online banking screen showing the status of this card.

    • A letter from your bank stating that this card is no longer in use

    I tell them I have provided the first thing they asked for – “A Bank Statement showing transactions made with this card.” I sent a screenshot in high res of a bank statement showing deposits to Royal Panda in October 2017 from the account that ties up with the relevant card!!!!!!!!!!!



    They ask again for

    Kindly provide us with one of the following:

    • A Bank Statement showing transactions made with this card.

    • A screenshot of your online banking screen showing the status of this card.

    • A letter from your bank stating that this card is no longer in use

    I reply

    Regarding a screenshot showing transactions made with this card - I have already provided – several times - Bank Statement screenshots

    Regarding a screenshot of my online banking screen showing the status of this card –what on earth do you even mean "Status of this card" That is not even possible – banks do not show the status of DEBIT cards as active or inactive or whatever online on current accounts?

    Regarding providing “A letter from your bank stating that this card is no longer in use” – I am sure my bank would not do such a thing unless I paid them.

    ALSO- as anyone with a Current Account would know - with a DEBIT card for a Current Account - you do not get the card number printed on Bank Statements - this is unheard of - you only get the bank account number and sort code - both of these are shown on the bank statement provided AND on the scan of the card - so use your brain and connect them?



    As of now they still refuse to accept all the many attachments of info I have provided and I am still not verified and are “holding my winnings hostage!”
     
  4. May 12, 2018
  5. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    So this is the second thread but a post to the rep I assume. I sent a link to Melvin about this because he can't guess that you want him to read this. It will get lost fast with all threads that are started.
    I also reported it so the mods maybe can merge the threads.

    I can assure you though that this is a good place and I'm sure it will be sorted.
     
  6. May 12, 2018
  7. The Viking

    The Viking Ueber Meister MM

    Occupation:
    chef
    Location:
    Faroe Islands
    yeah im sure it get sorted but thats one helluva hassle he has to go trough for 20 bux :eek:
    the reason i cant be bothered joining new casinos, often to much probs nowdays getting verified.

     
    goatwack and AmGam like this.
  8. May 12, 2018
  9. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I think it's a she, and the cashout was for 200. At least that's what it said in another thread she started :)
    Agree though, I don't join any new place either. Too much trouble.
     
    AmGam likes this.
  10. May 12, 2018
  11. slotter999

    slotter999 Senior Member

    Occupation:
    Player
    Location:
    UK
    @AmGam Sounds like a frustrating experience but certainly not unique. The good news is as @Tirilej has pointed out - Melvin is an excellent rep and Royal Panda are well thought of in this community.

    So I'd suggest waiting for him to get around to reading this thread and see what he can do to help. In most cases the reps are able to provide more focused/personalised help so you should be able to help you escape the customer support loop you seem to be stuck in.

    Don't stress. Don't reverse. All will be good. :)
     
    AmGam and Tirilej like this.
  12. May 12, 2018
  13. AmGam

    AmGam Newbie member

    Location:
    uk
    Hi - Thanks for "empathising" - certainly is a hassle!
    It is a"she" BTW :)
    And - originally it was for £20 but then because they kept rejecting my verification and cancelling my withdrawal requests - I ended up gambling again a couple of times and my winnings / amount to withdraw are now are up to £200. So that is one good thing to come out of all this.
     
  14. May 13, 2018
  15. AmGam

    AmGam Newbie member

    Location:
    uk
    Shoot - just spent ages editing my first post to make it all clearer - and ran out of time - so will post edited version here.

    Hi

    Have been advised to contact Royal Panda Representatives regarding problems.

    Been a member for some time and mainly deposit and loose small amount - but a week ago, I finally won and tried to withdraw £20 - and as a result was put through verification - they did not bother to do this previously when I was depositing an losing!

    If I posted all the correspondence between us over the last week or so on this issue - it woudl take up pages of this forum - so I will try to condense it all.


    They asked for and I provided ALL of the following


    A scan or clear photo of your official ID, passport or driving license.

    • A scan, clear photo or a PDF of any official document addressed to you (as proof of address), such as a utility bill, tax papers or any official correspondence showing your name and address. Kindly check the document is no more than six months old.

    • A scan or clear photo of a bank statement (as proof of payment method), which should be no older than six months.

    • A scan or clear photo of your credit/debit cards***????**????**???4, showing the front and back of the card. Just to be safe, please ensure you obscure the middle digits of credit card number so only the first six and last four are visible (front and back if the numbers are embossed), and please obscure the CVV code on the back as well.


    REJECTED!

    They replied

    "Regrettably, our verification department couldn't accept front of your card ending ????, as too many digits were covered."

    It seems I had covered digits 5,6,7,8,9 and 10 instead of 7,8,9,10,11 and 12 – although they used 12 of the 18 digits in their correspondence with me and so obviously could verify them if they were inclined.


    Submitted re-redacted card with” the first six and last four are visible” and I remind them that I had informed them that I actually no longer use this card (last used it in 2017) and would like it removed from My Account / their system so I do not use it accidentally. They say they cannot or will not do this.

    They now want scans of another two cards

    I provide this – they are verified (I think)

    BUT ... they now go back to the first card and want more information concerning it – why I it is not used? Status of card etc..


    SO MY ACCOUNT IS STILL NOT VERIFIED AND MY WITHDRAWAL IS REJECTED!


    I write around this time to say

    I have repeatedly asked for card ending 0517 (not 0514, as you wrongly state below) to be removed from My Account - but you have refused to do so. You told me in writing that you will not use the card however. Now, (further and unnecessarily complicating and delaying your already lengthy verification process) you ask for a scan of that card? Given that you have told me you will not use it - WHY? I will NOT be sending scans or photos of card ending ???7 (not ???4, as you wrongly state below) , Please complete the verification process now and approve my withdrawal?"


    STILL THEY DO NOT VERIFY ME AND MY WITHDRAWAL IS REJECTED!


    Again they insist they need information on the first card. (that I told them I do not use anymore) Why is not used? What is it's status?


    I ask, given that I do not even use this card, and other cards are verified, why they are insisting on this but I get no sensible reply.


    I reluctantly send a copy of an online screen for the account that the card is.was attached to. The account is overdrawn (that’s why I do not use the card anymore!). No "Right to Privacy" allowed to me by Royal Panda!).

    (What would I have done if I did not have online access or had closed the account and.or thrown away old paper statement?) Keep my money forever?

    So this is embarrassing and intrusive but I send a screen shot of my latest statement showing overdraft.


    REJECTED!


    They now say that it must show a transaction with Royal Panda! I tell them that is obviously because I have not used the card to make any recent deposits to Royal Panda as it is overdrawn etc and I do not use that card anymore!


    They reply


    If Card ending ***0517 is no longer in use, kindly provide us with one of the following:

    • A Bank Statement showing transactions made with this card.

    • A screenshot of your online banking screen showing the status of this card.

    •A letter from your bank stating that this card is no longer in use


    I then reluctantly have to spend ages looking and managing to locate payments of £10 and £12.50 in October 2017 to Royal Panda and I take a screen shot and send this long thin screenshot to them.


    REJECTED!


    They say this is because they cannot read it clearly because of the resolution (72dpi).


    I re do a screenshot of fewer transactions in higher resolution (200 or 300 dpi) and send it.


    REJECTED!


    I ask them to tell me EXACTLY which regulation or law you are supposedly complying with regarding this latest demand. They do not answer this question.


    I ask whey it was rejected and they say


    “We checked the provided statement and unfortunately were not able to verify the card using that. To be able to verify this card with a statement, we need one that shows the transactions, made with that card. Unfortunately your statement did not show your deposit to Royal Panda.."


    YES IT DID!


    So I ask WHICH account they mean (I have had 3 cards registered with them over the year I have been there). They do not answer this question.


    They ask YET again for


    • A Bank Statement showing transactions made with this card.

    • A screenshot of your online banking screen showing the status of this card.

    • A letter from your bank stating that this card is no longer in use


    I tell them I have provided the first thing they asked for – “A Bank Statement showing transactions made with this card.” I sent a screenshot in high res of a bank statement showing deposits to Royal Panda in October 2017 from the account that ties up with the relevant card!!!!!!!!!!!


    REJECTED!


    They YET ask again for


    • A Bank Statement showing transactions made with this card.

    • A screen shot of your online banking screen showing the status of this card.

    • A letter from your bank stating that this card is no longer in use


    I reply


    • Regarding a screenshot showing transactions made with this card - I have already provided – several times - Bank Statement screenshots
    • Regarding a screenshot of my online banking screen showing the status of this card –what on earth do you even mean "Status of this card" That is not even possible – banks do not show the status of DEBIT cards as active or inactive or whatever online on current accounts?
    • Regarding providing “A letter from your bank stating that this card is no longer in use” – I am sure my bank would not do such a thing unless I paid them.
    Also - as anyone with a Current Account should know - with a DEBIT card for a Current Account - you do not get the associated card number printed on Bank Statements - this is unheard of - you only get the bank account number and sort code - both of these are shown on the bank statement provided AND on the scan of the card - so use your brain and connect the two?


    REJECTED OR NO RESPONSE!


    I then again send bank statement screen-shots in 200 or 300 dpi of the current account that had the associated card ending in ???7 (not ???4 - their mistake) that show transaction to Royal Panda that would tie up with my account history and deposits made by the card in question on the dates in question although I do not even I do not use this card any more and have not used it since 2017 and recent deposit to my account have been done with other cards!!!!


    REJECTED!


    I write truthful (albeit a bit angry) reviews and posts about how they have treated me. Was fair and told them I would do this..
    As of now they still refuse to accept all the many attachments of info I have provided and I am still not verified and are “holding my winnings hostage!”
     
    Last edited: May 13, 2018
  16. May 13, 2018
  17. NeverLucky

    NeverLucky is actually lucky sometimes

    Location:
    Germany
    @Melvin - Panda -- shoot him a DM in case you haven't done that yet.
    Most certainly sounds like a really frustrating experience though, im glad i havent had problems as such during verification yet, however im not verified at Royal Panda (yet)...

    Hope the rep can help you out :)
     
    AmGam likes this.
  18. May 13, 2018
  19. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    It doesn't matter how many times you edit your post.
    Nothing can happen until the rep logs in and sees you messages, assuming you've sent him a private message to bring his attention to this thread.
    The rep doesn't work for Casinomeister, he works for the casino itself. and probably normally works 9-5 monday to friday.

    So just be patient until monday at least.
     
  20. May 13, 2018
  21. AmGam

    AmGam Newbie member

    Location:
    uk
    brianmon -
    "So just be patient until monday at least."
    Think I have been very patient already! But yes will just have to wait even longer.
    Have sent Private Message and not sure how hopeful I am that yet another Royal Panda staff member can or will help - but no alternative - and this guy does seem to be well thought of by some on here - so will see what Monday brings.
     
    NeverLucky likes this.
  22. May 13, 2018
  23. dealer wins

    dealer wins Experienced Member

    Occupation:
    Finncial Controler
    Location:
    London the sh$thole
    Reading this and the Ritz thread, I have decided today that I am no longer going to play online anymore.

    The state of online casinos is beyond a joke, and if I were ever to hit a really big jackpot I honestly would doubt I would be paid from which ever online casino it was at.

    I occasionally go to a casino, and cruise 2 or 3 times a year and I will put my weekly slot budget of £150 in a pot and become a high roller for the week whenever I go on a cruise.


    I am an ex online slot player as from today (But will still drop into the forums now and then)
     
    AmGam likes this.
  24. May 13, 2018
  25. Valhalla

    Valhalla The Professional MM

    Occupation:
    Poker Player
    Location:
    Northern Ireland
    What an absolute faff around ffs :rolleyes:

    I joined PokerStars a few months ago, sent a copy of my debit card (and driving license I think) as well as responding to a text (sms) code they sent me. Fully verified from then on - literally minutes later - and I have withdrawn well in excess of $20,000 since (casino and poker winnings). All withdrawals processed instantly, no hassle, no waiting, no bollocks.

    PokerStars are a UK licensed casino as much as Royal Panda. Why don't all UKGC casinos work as fast? I don't understand how, if the casinos are "licensed and regulated" by the same organisations, they vary so wildly in how they treat customers [deposits, withdrawals, verification]. Where is the regulation exactly?
     
  26. May 13, 2018
  27. AmGam

    AmGam Newbie member

    Location:
    uk
    EXACTLY! And I HAVE ASKED them to tell me which regulations they were going by - and got no reply.
    I think it must be at least partly down to the goodwill, or lack of it, on behalf of the casino. It also seems from responses I have had to my posts that they do not even verify all customers. I am wondering at times if it is personal and they are all having a laugh at coffee break about their latest reason for verifying me.

    I have been thinking the same! Is it worth the hassle? Am no longer inclined to play at Royal Panda anyway as all goodwill has gone.
    The irony is that after all this I will hopefully finally be verified and should not have to go through this again there - BUT I now also feel that if I loose moeny there in future, I woudl resent giving them my money - and even if I won, after this experience, I would be a bit concerned that would they find a new reason not to pay?
    Good Luck to you in your real casino gambling.
     
    dealer wins likes this.
  28. May 14, 2018
  29. AmGam

    AmGam Newbie member

    Location:
    uk
    Was reading other threads about verification issues / Withdrawals Reversal during Verification etc and now wondering
    Are casinos not supposed to accept more deposits from you if they have initiated a verification process that has not been completed?
    Because Royal Panda have taken deposits from me since they begun all this a week or so ago.
    I made deposits, which they accepted AFTER they had started to verify me.
    Suppose I anticipated a speedy verification approval of my £10 or £20 withdrawal request - and I played some more - But God / Ghosts of Dead Friends and Relatives / Luck were with me and I ended up winning £200 - although I have not received it yet because they have not approved my withdrawal - but they still accepted further deposits! Was that wrong or against regulations?
     
  30. May 14, 2018
  31. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    @AmGam : I see you are new here so maybe you missed the General Posting Rules, item 1.2 in particular. Posting multiple threads on the same topic is deeply frowned on and could get your posting rights suspended. Please do read those rules and refrain from further violations. Thank you for your cooperation.
     
  32. May 14, 2018
  33. AmGam

    AmGam Newbie member

    Location:
    uk
    Hi maxd
    Apologies for any breech - but isn't this Thread - ATTN: Casino Rep Royal Panda Deliberately Delaying Verification? - the only one I started on this subject? I did an Introduction post/thread too - one too and mentioned what had brought me here - but did not say much on there? If I've started another sorry - give me the link and I will delete it?
     
  34. May 14, 2018
  35. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I've already merged your two threads into this one. The original info is gone now -- all posts merged into the current thread -- but as I recall they had been posted a few hours apart.

    Anyway, no worries as long as you don't do it again. ;)

    FTR posts on a given subject should remain in a single thread where possible, assuming the original thread isn't ancient. I see you've posted in a few older threads on pretty much the same topic as you've posted here. That tends to look like you're banging on with a personal agenda and can run you afoul of General Posting Rules 1.11 and 1.15. Please do read and respect the General Posting Rules.
     
    AmGam and dionysus like this.
  36. May 14, 2018
  37. Melvin - Panda

    Melvin - Panda Accredited Casino Representative

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi AmGam, sorry to read all this but there is quite some text in here and it's not quite clear to me what may have happened.

    Could you please PM me your username at Royal Panda, so I can have a look into it for you?

    Kind regards,
    Melvin
     
    NeverLucky likes this.
  38. May 14, 2018
  39. AmGam

    AmGam Newbie member

    Location:
    uk
    maxd
    Naturally I was concerned about getting my winnings and curious about whether the same verification issues were occurring with other players / casinos - and yes, I have posted short posts agreeing or disagreeing with these issues - call lit "banging on" if you like. ;) I admit I have been quite concerned and upset about this issue.
    BUT I have also however, read more posts on more general topics and commented on some and am finding the forum very interesting - and do not want to get barred or anything - so I accept the warning and will try to be careful in future not to run afoul of the rules. .:)

    NOW AN UPDATE ON THE MAIN SUBJECT OF THIS THREAD.

    Although I have not heard form Melvin the Rep - I have received an email form Royal Panda this morning and am suddenly verified :thumbsup:/
    This was done without me providing more new documentation - although I had already provide d loads!
    I had however, pointed out to them, again, that Debit Card Numbers are not shown on Bank Statements, at least not that I have ever seen:confused:, and that if they connected my on-line Transaction History in my Royal Panda Account with the transactions clearly shown on the Bank Statements provided and connect both with the scan of my card showing sort code and account number, then they already had all they needed!
    "Only connect!" (E. M. Forster, author of Howards End)

    So it would seem as though my posts on here had nothing to do with their sudden reasonable change of mind :confused: but I suspect otherwise.
    Anyway - I am glad the "nightmare" has ended and seemingly my winnings are on their way.
    I will now be able to put the £200 due towards a new sewing machine (VERY HARD EARNED IN A WAY HAVING HAD ALL THIS HASSLE !!!!) and may now spend more time making clothes , than "at the casino". ;)

    And last but not least, I want to thanks everyone who made supportive or helpful comments (and my primary school teachers for teaching me to write, and my Mother for having me etc.) Much appreciated. :cool::)

    Bye for now! :)
     
    Last edited: May 14, 2018
    NeverLucky likes this.

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