Royal Panda Deliberately Delaying Verification?

Just replied to your PM.

2 withdrawals requested in the middle of the night 2 days ago and processed before 8AM that same day. How long it takes to hit your bank account is not up to our team and we have no control over that. We can only do our part, and once your account is fully verified this is done very quickly :).

I do know that Trustly bank withdrawals are supposed to be instant when we process it in the UK, so maybe next time try that as an experiment :).
 
Finally got my money - and a reply form Melvin - no apology (apart from that one on the public forum a few messages above "sorry to read thiss etc." ) - just justifications. Both today.
However here - are the other issues I have had since the verification nightmare ...

I had been verified finally and made a withdrawal for £200 to credit card.

Got email message from Royal Panda Customer Support though saying that my withdrawal to a credit card could take up to days - so as I have waited a while already (see above), I reversed the withdrawal to a credit card and withdrew to my bank account as this is supposed to be quicker. (another casino I play at does it in a couple of hours). I withdrew £175 late Monday night. (14/05)

I was itching to play - and so left £25 - which by good fortune got doubled up £50.09! I withdrew that to the same bank account early Tuesday morning. (15/05). After arranging the withdrawals I put myself on a 24 hour time-out - so I could not reverse the withdrawal again.

Tuesday night (15/05) . very early hours of Wed 916/05)– still no money in bank account - so signed into Giant Panda to see what was happening. Withdrawals processing. Again - got the itch to play - and then thought - "Wait a minute- wasn't I on a time-out that should not be up yet?"- Wondered if I should have even have been able to sign in. Wondered if something was not working properly. .

So I set another 24 time-out from early morning of Wed (16/05) - in case I had not set the one correctly the night before - and then - just to see- tried to deposit £10 - and it was accepted! So I thought -but maybe you can deposit money during a time-out - but not play? So I tried to play and was able to!

Surely this is not right?


Sent the above in PM to Melvin and by email to RP customer service staff.
The replies I got from Rep and Customer Service today do not tally with my memory.

The Rep here wrote:"
You timed out on 15-05 at 02:39 AM CEST
You logged in again on 16-05 03:00 AM CEST.
This means that the 24 hours had just passed. "


Customer Service replied at 15@00 approx today saying -
"We've checked your account and would like to confirm that you've applied only one 24 hours time-out to your account. It was applied to your account on 15.05.2018 and your account reopened after 24 hours automatically. We'd like to confirm that when your account is under a time-out, you're not able to login, deposit or play our games.!

None of this tallies with my memory or records
 
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Wonder if this thread should be in the Complaints part of the forum?

Are you ever satisfied or are you just complaining just because you like to complain?

You got your money, and they have responded that you just made one time out. To me it sounds like if you don't have more patience than you have shown here, then you maybe shouldn't be playing.
 
It is possible that I did not understand the online Timeout system which requires you to choose a timeout and continue and then confirm - perhaps I did not confirm - and perhaps I got confused with CEST and CET and BST - so I apologise.

Are you ever satisfied or are you just complaining just because you like to complain?

You got your money, and they have responded that you just made one time out. To me it sounds like if you don't have more patience than you have shown here, then you maybe shouldn't be playing.

Thanks for taking the time to show up and give your very constructive opinion. Perhaps casinos will take your ideas about gambling and patience on-board and start giving out "Patience questionnaires" for potential players - along with the Verification Process, Proff of Income stuff that would be even more fun!

By the way Tirilej - have you ever gone through a week long verification process where perfectly good documents are rejected time and again and then suddenly your are verified after all o the strength of those same documents and no apology.
If "Yes", were you patient through all that?
If "No", then perhaps you can give me your opinion when you have been.

This has been a horrible lengthy process - maybe it has not brought out the best in me - but brought out some frustration, annoyance and suspicion - but I am not a Buddhist Monk - or I probably wouldn't be gambling!
 
I'm not sure what I should appologise for from our point of view. You make false claims that you were able to log in during a period of self exclusion which would be a very big breach of our UK license. You complain about the duration of a card withdrawal, where we actually processed this at 8AM when it was requested around 2AM. How long it then takes to hit your bank account is not within our control.

In regard to the initial document requests, the reason this took longer than idea is because you claimed not to have one of the cards that you previously used to deposit, even though from our side our team could see that that card should still be active. The team had just requested a proof that this card is no longer in use. You then sent a different Card, but the requested card was still missing. They then received a copy of the bank statement showing the deposits to Royal Panda from the above card, which was enough information for them to approve the withdrawal.

If anything, I would like an apology from you about putting us in a bad position here in Casinomeister when all of this could have easily been avoided and only the initial KYC.

Granted the verification took a bit longer than we'd all want, but this was mostly due to a missing document/proof of you being the owner of a certain credit card.

You think that this ~3-4 day verification is reason enough to put a thread up here claiming we are a scam, we purposely stall withdrawals, that we are poor and shouldn't be in business and that we don't deserve customers because we bully them?

Followed by falsly claiming that you were able to log in, deposit and play while your account was self excluded?

If anyone needs to make an apology here, I think we have to look in your direction.
 
Wow the OP needs to chill , card withdraws can take 2 to 3 to even 4 days at times to clear back to your account. Nothing new with that ... and is down to the bank when it hits. I dont play at Royal Panda now but when I did had zero issues on cash outs or verification. If we look hard enough for a problem we will find one ...!
 
Melvin

Am writing a long detailed "clear my name" and misunderstandings" type post that I will put up later.
But for now -I will say - I already did apologise above.

Also am curious about ....
you claimed not to have one of the cards that you previously used to deposit, even though from our side our team could see that that card should still be active

Wondering what access you have to such information and how a casino can know if a bank card is "active" or not?

Also why did you insist on a card that I had not used for 6 months (and no longer used) instead of the ones I currently used?


I hope you will reply to this.
 
Melvin

Well I came on here feeling a little silly because of mistakes I had made - but as I had already apologised I did not expect the ferocity of your message above. But I will answer your points because I do not want to be thought of as someone who deliberately falsely makes untrue claims – because I don’t do that.

You say

“I'm not sure what I should appologise for from our point of view.

· How about the fact that you never got back to me?

· How about the week long verification that delayed withdrawals for that period.

You say …

“You makefalseclaims that you were able to log in during a period of self exclusion which would be a very big breach of our UK license. “

I did not deliberately make false claims. I was 99% sure that I had enacted 2 x 24 hour timeouts one after the other – but have to accept your records so it seems I did not do it properly – must have not clicked the extra confirm button that was required and/or confused BMT, BST. CET, CEST.

You say …

“You complain about the duration of a card withdrawal, where we actually processed this at 8AM when it was requested around 2AM. How long it then takes to hit your bank account is not within our control.”

My initial withdrawal attempt – for £10 - was made on the 7th or 8th of May and triggered the verification. Later it turned into £20 and latterly £175 and £50. Along the way there were various cancellations on my side and and refusals to approve the withdrawals on your side. So it was 16th or 17th that I got my money (although yes - some of that was due to my bank and my reversals also).

“In regard to the initial document requests, the reason this took longer than idea is because you claimed not to have one of the cards that you previously used to deposit, even though from our side our team could see that that card should still be active. The team had just requested a proof that this card is no longer in use.“

Who can show that a bank card is not in use? Banks do not issue letters saying “your old card with number XXXX XXXX XXX XXXX is no longer in use” when they give you a new one! You wanted me to go to my bank and ask (and probably have to pay) for a letter to say a card was not in use!? Not reasonable in my opinion.

"You then sent a different Card, but the requested card was still missing."

I sent the 2 cards I was currently using thinking surely that will get me verified - but you kept demanding the one that I had not used for about 6 or 7 motnhs and had not had in my possession since about Decemeber last year. I did eventually manage to find an old scan of it and sent you that although the actual card had been handed to the bank/ cut up and not used for about 6 months. Thankfully I found that or I might still not be verified.

“They then received a copy of the bank statement showing the deposits to Royal Panda from the above card, which was enough information for them to approve the withdrawal.”

Only wish it had been that simple but it was not. I sent several version of the statement which were rejected because of Resolution – and then seemingly because the Royal Panda transactions were not showing – BUT THEY WERE! Then also rejected because the bank card number was not shown on the statement!

"If anything, I would like an apology from you about putting us in a bad position here in Casinomeister when all of this could have easily been avoided and only the initial KYC."

My apology and explanations should have sorted any bad position stuff regarding the time-out. But the verification was over-long and clumsy and needs improvement? Don't understand what KYC is?

"Granted the verification took a bit longer than we'd all want, but this was mostly due to a missing document/proof of you being the owner of a certain credit card. "

And also due to the unreasonable demands from your side – I did not have the card to send and Debit card numbers are not shown on UK Bank Statements that I know of.

“You think that this ~3-4 day verification is reason enough to put a thread up here claiming we are a scam, we purposely stall withdrawals, that we are poor and shouldn't be in business and that we don't deserve customers because we bully them? “

Well Tuesday to the following Monday is 7 days or a week to me – not 3-4 days. And I was really thinking perhaps you were purposely stalling my withdrawals because all the refusals of documents and demands for ones I could not provide. I was at a loss I did put my opinion that IF you were trying to keep my money you didn't deserve customers etc.. OK – I now see that that might have been too much – It seems RP are well thought of on here and I did finally get it sorted out – but in my defence I was upset and angry and fearful that I was being bullied / wound up deliberately or something – because you were asking for things I couldn't possibly provide ( a cut up card etc..).

“Followed by falsly claiming that you were able to log in, deposit and play while your account was self excluded?
If anyone needs to make an apology here, I think we have to look in your direction.”


Look above – I had already apologised. There were faults and mistakes and misunderstandings on both sides. I admitted mine and apologised. And I do have to say that some of the RP staff were very nice and helpful and I thanked them for that.
 
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I have learned a few things and thought a lot about all this.

If I feel cornered or perceive I am being treated unfairly, I can get angry and my memory is on occasion as it used to be and I need to think more about how I spend my time..

Also been thinking about casinos and seeing all that a bit differently too. In films and in real life in the past, they seemed different. You were treated well, got free snacks or drinks and the experience made you feel valued and it even seemed a bit of a glamorous or sophisticated thing to do.

Now I see a seediness to it all. I only played slots on-line (crack cocaine of gambling, as I 've heard it described) and it wasn't clever although a win made me feel I was. The patterns I sometimes thought I saw were, according to some on here. only in my imagination. So the only skill required was pressing a button.

I now know my place in the casino world. I am just one little very unimportant low level punter. But you know - it is probably people like me with my £10, £15 and £25 deposits who keep the casinos going – and I don’t think I want to be a part of it and be “fodder” for it and make financial contributions to it all any more.

Also I am so sick of being treated like a possible terrorist / money launderer by the government. Having my privacy and freedom limited because of this and my time wasted having to prove who I am, and having the government use businesses and organisations (including casinos) as sort of “Social Police” and having to send all my documents here and there etc. I thought of a passport as a document to get me in and out of foreign countries. Now I have to show it to play at a casino or get a bank account etc. And seemingly it is only going to get worse as far as casinos go – with “Proof of Income” being asked for now too. Ridiculous! (Perhaps this is something that the casinos and I would agree on?!)

I have good relationships with some online casinos but have also encountered “the customer is always wrong” attitude at times or been made to feel like an unappreciated pest waiting in a queue for ages to sort out a problem with a deposit or something. And unfortunately there are sometimes staff who seem to enjoy their little bit of power and having a chance to abuse it. Eg only a few months ago had to fight to get my money withdrawn to Bank Account A not B, despite having last deposited from A.

Or unfair rules - another casino where I made a deposit and then wanted to withdraw it without playing because I remembered something I had to pay and they then told me they had 1x wagering and I could not withdraw until I had paid!

So an accumulation of issues had made me feel I had just about had enough and then this recent experience of a long difficult verification process and afterwards not even a “sorry you spent a week of your life on this – here are some Free Spins ” or anything. (This would not have made up for all my wasted time and energy but might have shown some goodwill. My time is important too!)

So- none of this is good. It does not make me feel good. Good-will and “feel good factor” gone. And it has brought out “the worst” in me at times – anger, suspicion etc. - natural in a way but sometimes regrettable.

As a result of all this - although I do not think I have a “gambling problem". I have decided I am going to choose to self-exclude and / or close accounts - and intend to try to put my energy, time and resources into more constructive things.
 
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Wondering what access you have to such information and how a casino can know if a bank card is "active" or not?

Also why did you insist on a card that I had not used for 6 months (and no longer used) instead of the ones I currently used?

The card is shown as "active" until the expiring date after you use the card and agree that the business will keep the card detail, in any online business not just casino, if I read your complaint correct the card in the issue was not expired, you just don't or can't use it because the account is overdrawn.

Every casino asks the copy of every card you used-even you used once in 6 months ago.
 
The card is shown as "active" until the expiring date after you use the card and agree that the business will keep the card detail, in any online business not just casino, if I read your complaint correct the card in the issue was not expired, you just don't or can't use it because the account is overdrawn.
Every casino asks the copy of every card you used-even you used once in 6 months ago.

Thanks for the info and taking the time to reply.
Maybe they are allowed to do this but I never encountered that before.
And,I wonder what would happen if a person had been playing at a casino for
10 years the went through a verification. How could they possibly provide scans of all thier old cards?
My experience was that several other casinos were happy to remove a card when I asked them to. - eg when I got a bag stolen and had to cancel all my cards within the last year - or when I explained that I no longer used a certain card and wanted it removed so I could not do so accidentally..
So because of the differences between casinos, to some degree what they require or insist on must be down to interpretation an individual casino policy?

Anyway - now that I am self-excluded - I will not have to go through this again.
 
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Melvin

Am writing a long detailed "clear my name" and misunderstandings" type post that I will put up later.
But for now -I will say - I already did apologise above.

Also am curious about ....


Wondering what access you have to such information and how a casino can know if a bank card is "active" or not?

Also why did you insist on a card that I had not used for 6 months (and no longer used) instead of the ones I currently used?


I hope you will reply to this.
Every debit card in the United Kingdom will have an expiry date printed on it.I imagine that Royal Panda are saying that the expiry date on the card in question had not been reached and this is what they meant when saying that the card was still active.Of course they have no way of knowing whether you are still actually using that card or not.
 
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?

I had the same problem I turned 30 into 650 than lost it all because they was delaying the verifstion process they even reverse your withdrawel they don’t mind taking you money but when they need to pay out they want verfacation
 
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yet many players here have had no problems , the casino is pretty good & they have a good rep , not good to read these comments, most casinos can take upto 72 hours to get it done. im sure Melvin shall look into it on your behalf )
 
Of course they have no way of knowing whether you are still actually using that card or not.

They could look at their own records - my transactions and deposits history - showed that I had not used the card there for 6 months.

I think if casinos do not want to lose customers or have lots of bad will and problems then maybe they could streamline verification - and work out what to do in certain situations - for example of a card has been lost or n or not used for 6 months ... but hey ho- if most customers are happy with the way things are - then "Fairy Nuff" :)
 
They could look at their own records - my transactions and deposits history - showed that I had not used the card there for 6 months.

I think if casinos do not want to lose customers or have lots of bad will and problems then maybe they could streamline verification - and work out what to do in certain situations - for example of a card has been lost or n or not used for 6 months ... but hey ho- if most customers are happy with the way things are - then "Fairy Nuff" :)

Can't really seen that casino had asked anything but documents they need to verify, if player is not willing to provide them, there is much can be done. They unfortunately have to follow rules and legislation in the place when it's coming to KYC process, when their license provider is completing audit to random accounts, they don't really accept "We worked out and thought that we don't need any proof of that card because player stated it's not in use anymore, so we didn't bother...." Here and many places all over internet is loads of conversations about verification process, if it's really this unclear for you, would recommend to read and learn some information if you didn't get it from these clear messages from casino sent you.

Can't really judge it to be 100% casinos fault if one of customers is not providing requested documentation which is not asked just for fun and then blame casino about slow process which is caused by lack of requested documents. If finding verifying your details difficult, recommendation is not to play online.
 
customers is not providing requested documentation which is not asked just for fun
Was tempted not to bother replying to you - as you do not seem to have read all that is written above - it was not fun - I did not have the card they were asking for and had not had it for 6 months.

They unfortunately have to follow rules and legislation in the place when it's coming to KYC process

I asked several times what rules they were applying and did not get an answer - so I don't know if it is UK or Maltese law. rules they are enforcing - but as I wrote above - verifications I have gone through very a lot from casino to casino which only makes me think it is down to interpretation.
I do not believe that all casino would demand a card that had not been used for 6 months - or a bank card showing the card number which is not even shown on a debit card statement! They then wanted a letter from bank saying that my card was not active - never heard of such a thing - and did not want the hassle or to have to pay for it.

recommendation is not to play online
Thanks so much for your recommendation - here is one for you - "Read all posts before such comments?" and you will see that I have indeed decided not to play online as a result of all this.
 
Whilst methinks the lady doth protest too much, I can understand the OP's frustration, I've been through several such situations myself, I am no longer playing in Malta as a result.

I think that in the UK we are spoiled by a top-flight customer support in almost any field, and any company or provider that falls short in this regard will soon be trashed out of business by irate online reviews. In Malta, however, some of the online casinos seem to give the importance of customer support a lower priority, which is going to cost them, I'm afraid.
 
thinkee what thee wantee LP! ;)
It's a free country ... or is it?
Not sure if it Maltese Laws or regulations or their interpretations - or just my bad luck or what - some of their staff were very nice and ok on other issues.
In fact not sure it is to do with Malta either - as I had one other messy verification with another company (Swedish I think) - but most verifications I went through were much quicker and easier - if required at all.
Anyway - all in the past now.
I am not an online gambler any more.
In fact maybe I should change my name to AmNotGam :)
 
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sorry for your losses!

Hope it is ok to post some info on redbets conditions - if not please move to where it is better situated?
Probably all you veterans know about this - but just wanted to say for those who may not know - Redbet have a x1 Wagering condition - so be very careful when you deposit. I deposited there (earlier this year, if I remember correctly) and then changed my mind and tried to withdraw but couldn't.
Asked why and was told that all money deposited must be played through at least once.
So beware you do not accidentally deposit £100 instead of £10, or £10000 instead of £1000 - or whatever - because you cannot get it back without playing it.

You have that rule in all casinos. Some even ask you to wager up to 5x your deposit. Casinos are charged for deposits and withdrawals so they want their money back in some way.
In some places you can cashout if you pay a fee.

If you ever plan to play somewhere else then please read all terms and conditions first. Also you should consider getting verified before you deposit so you don't end up needing to start another thread like this.
 
Flaming - don't do it.
Hi Tirilej
thanks for showing up again with more advice, it seems you are just full of it! :)
 

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