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Royal Panda Keeping Deposit

Shit

I was sure I had around 6 pence in my account too

pando.webp
 
boomboytv said:
ok i was just happy getting my funds back but i will now push for my winnings as i believe i have done nothing wrong here at all expect make the mistake of miss spelling my name just worried if i push for the winnings to they will block my deposit money :)
Click to expand...

I would wait until the repaid deposits arrive in your account. Just to make sure you have that part safe.

Then submit a PAB here at CM. FYI, LeoVegas also owns 21.co.uk and few other smaller UK sites. Do you have maybe a SE there too?

The issue with the licenses is not 100% clear. The UKGC lately stated that it doesn't matter if there are different licenses. As long as it is the same parent company, then the SE is to be applied across the board.

There were e.g. quite a few issues when MR Green and Redbet were taken over by WillHill. Each of the three had or still has its own licence, but in the end SE cases were synchronized across all brands.
 
yeah i SE at Leo Vegas i had 0 clue they where sisters with royal panda till i was told by them yesterday cause of this and my spelling error they put this down to fraud and withheld my deposit and winnings since then they have said i will be refunded my deposit but i feel i done nothing wrong here and should be rewarded the full amount
 
boomboytv said:
yeah i SE at Leo Vegas i had 0 clue they where sisters with royal panda till i was told by them yesterday cause of this and my spelling error they put this down to fraud and withheld my deposit and winnings since then they have said i will be refunded my deposit but i feel i done nothing wrong here and should be rewarded the full amount
Click to expand...

The UKGC clearly states that any SE'ed account has to be returned to its original state and all bets voided. So, I'm afraid it will be tough to convince them to cough up the winnings. Your spelling error might be the reason why it was not immediately flagged.

LeoVegas paid a huge fine for Responsible Gambling shortcomings, hence, I don't see them making an exception in your case.
 
Harry_BKK said:
The UKGC clearly states that any SE'ed account has to be returned to its original state and all bets voided. So, I'm afraid it will be tough to convince them to cough up the winnings. Your spelling error might be the reason why it was not immediately flagged.

LeoVegas paid a huge fine for Responsible Gambling shortcomings, hence, I don't see them making an exception in your case.
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But they refused to payout using these rules

  1. The player’s member account will be closed if Royal Panda has grounds to believe he/she is engaged in fraudulent activities. Royal Panda also reserves the right to seize the balance of the closed account.
  2. Member accounts created by the player, with incorrect or misleading information, are not entitled to jackpots or any other winnings. No winnings will be paid out to non-existent persons or incorrect accounts.
  3. When creating an account (registering) at Royal Panda, the player is obliged to give a valid name, surname, address, contact email and personal telephone number. Registering an account with false information is prohibited. Royal Panda will have the right to close member accounts created with false information at its sole discretion.
(5.4, 5.5, 5.6)

Nothing about self exclusion. If it was SE related then I would agree with you, but it isn't therefore that doesn't apply. They have refused because he mispelt, by one letter, his first name. I really don't think thats fair in the slightest. Only a scummy casino would void winnings on that basis. If they do turn round and play the SE card at a later point, then they should have refunded deposits straight away, not refused point blank, more evidence that this decision was not SE related.

As the only term that allows forfeiture of funds is 5.4, it is reasonable to assume the Leo Vegas group consider anyone making a spelling mistake to be a criminal involved in fraudulent behavior. @LeoVegas Rep any comment seeing as the panda seems to have gone awol?
 
yup they kept throwing 5.4 5.5 5.6 and the fact i was SE from Leo Vegas in my face when i was asking for reason to why i was not allowed my funds back which since then they have decided to refund the deposit i have sent them an email asking them if they will honour my winnings because the reason they was withheld was on same ground as my deposit i believe i just hope they dnt change their minds and keep my deposit :)

As i have said the only mistake on my Royal Panda was my 1st name spelt wrongly by mistake everything else was 100% accurate and i proved this with the information they asked me to provide
 
i said this when i credit my account you had no issues letting me deposit £250 then another £750 within the space of an hour they only had issues when it came to me withdrawing my funds which is silly surely if this name thing they making out is such a big deal then i should not of been able to credit my account :)
 
Thank you for getting back to us.

Please be kindly informed that our fraud team has concluded that your actions constitute a clear and serious breach of our terms and conditions 5.4, 5.5 and 5.6. For more information on terms and conditions
You do not have permission to view link Log in or register now.
.

Royal Panda treats any instances of fraud very seriously. As a result, the management of Royal Panda has decided to seize your winnings and return the deposits you made in our casino.

This decision is final, and no further correspondence shall be entered into.

just had this off them they are keeping the winnings claiming fraud miss spelling your 1st name these days is classed as fraud then i give up
 
boomboytv said:
Thank you for getting back to us.

Please be kindly informed that our fraud team has concluded that your actions constitute a clear and serious breach of our terms and conditions 5.4, 5.5 and 5.6. For more information on terms and conditions
You do not have permission to view link Log in or register now.
.

Royal Panda treats any instances of fraud very seriously. As a result, the management of Royal Panda has decided to seize your winnings and return the deposits you made in our casino.

This decision is final, and no further correspondence shall be entered into.

just had this off them they are keeping the winnings claiming fraud miss spelling your 1st name these days is classed as fraud then i give up
Click to expand...

Ok, so they clearly state this is a case of fraud, so what do they do? Accept money and then send it back again - clearly they do not appreciate the implications of Anti Money Laundering if they are happy to repay money from fraudulent activity without informing the police or other relevant authorities!

Absolutely shambolic and pathetic of them. I wonder how the UKGC would react to such a statement that they are happy to let money pass through their account which they have identified as being from a fraudulent source!!

I am shocked at reading all this.

Go and get the rest of the money they owe you. The UKGC are helpful and have helped me in the past to get MY money won from LEGITIMATE gambling.

Good luck.
 
boomboytv said:
how do i contact UKGC do they have a telephone number i looked them up before i could not really find anything
Click to expand...

From memory, they stepped in after I contacted an ADR. The ADR could not help due to my issue being one of a regulatory nature, therefore UKGC took it on. It may be worthwhile contacting an ADR to start with then progressing on to the UKGC.

Best bit of advice I can offer is to save as much evidence as possible and be concise, patient and persistent.

I'll try and find some old emails for a contact (assuming she still works there), otherwise try:

You do not have permission to view link Log in or register now.
 
boomboytv said:
yeah they banned my account before i could take much photo's off proof i not sure royal panda are with ADR so i not really sure how to go about this do i just call up UKGC?
Click to expand...

I think I originally e-mailed, then it got allocated to a manager to deal with. There is not an e-mail option now, so probably best call them to start with, number is on the link above.

The ADR can be via this forum as a PAB process as they are an accredited casino, although there is a fair discussion on it now and one rule is you cannot discuss a claim in the forum if currently ongoing.
 
I had an email from Royal Pants this evening recommending that I join Leovagassy as they are leaving the UK market. I take that as a good indication of avoiding Leovagassy.
How I still miss the Panda days of old with marvelous Melvin :(

But what does this indicate to long term members of CM about the ebbs and flows in this site?
 
Unfortunately I think what we're seeing more of now is the players from over regulated countries being given the two finger salute, with player retention more important in more profitable jurisdictions.

Round of applause for the UKGC anyone? :rolleyes:
 
Not saying I think this is what happened here.

But i would say Royal Panda are looking at this case as an attempted fraud.

Player signs up with one detail different to that of a previous SE of a sister sight, wins tries to withdraw, loses, get deposit back.

Must be rife now with people picking up pointers through various forums.
 
Gaz237 said:
Not saying I think this is what happened here.

But i would say Royal Panda are looking at this case as an attempted fraud.

Player signs up with one detail different to that of a previous SE of a sister sight, wins tries to withdraw, loses, get deposit back.

Must be rife now with people picking up pointers through various forums.
Click to expand...

I have to agree i think they are assuming a deliberate mistyping to ensure money back either way.
I'm not saying that's what happened here at all but we do know so many try it on
 
Borgie said:
I have to agree i think they are assuming a deliberate mistyping to ensure money back either way.
I'm not saying that's what happened here at all but we do know so many try it on
Click to expand...
Gaz237 said:
Not saying I think this is what happened here.

But i would say Royal Panda are looking at this case as an attempted fraud.

Player signs up with one detail different to that of a previous SE of a sister sight, wins tries to withdraw, loses, get deposit back.

Must be rife now with people picking up pointers through various forums.
Click to expand...

You both were quicker! :)

LeoVegas has coughed up some huge fines last year, hence, they are now in a way "overdoing" it to be compliant.

But you are right, the industry is rife with fraudsters changing one or two details in the registration to bypass the SE and get a free ride. And from what I read in their response emails, that is what they are thinking in this case.

The OP got caught in that net, even if it was an honest mistake. The casino can't know that and goes by what they see.
 
Harry_BKK said:
You both were quicker! :)

The OP got caught in that net, even if it was an honest mistake. The casino can't know that and goes by what they see.
Click to expand...

Although if I had to lay money on it, going by the OP's first post and the timescale ( discarding winnings and only demanding the deposit back).

Factor in, just happened to find that handy SE card up his sleeve, that he never new about when depositing, all this in well under 48hours.

I believe he new exactly what he was doing from start to finish, Just never expected the fraud accusation in between,
 
Gaz237 said:
Although if I had to lay money on it, going by the OP's first post and the timescale ( discarding winnings and only demanding the deposit back).

Factor in, just happened to find that handy SE card up his sleeve, that he never new about when depositing, all this in well under 48hours.

I believe he new exactly what he was doing from start to finish, Just never expected the fraud accusation in between,
Click to expand...

Maybe, but doesn't excuse the casinos actions. They either didn't age verify him, breach of the rules, as the name was wrong therefore couldn't have, or they realised the name was spelt wrong, age verified on the correct spelling, but allowed him to keep depositing being fully aware of the 'fraud', and didn't pick up on the SE for some reason. RP and LV seem to have had more complaints about this type of thing on here than anyone else this past year.
 
colinsunderland said:
Maybe, but doesn't excuse the casinos actions. They either didn't age verify him, breach of the rules, as the name was wrong therefore couldn't have, or they realised the name was spelt wrong, age verified on the correct spelling, but allowed him to keep depositing being fully aware of the 'fraud', and didn't pick up on the SE for some reason. RP and LV seem to have had more complaints about this type of thing on here than anyone else this past year.
Click to expand...

Looking at the huge fines LV had to pay, their procedures must be a total mess! No other explanation and it looks like they still have nothing proper in place. :(
 
@Gaz237 as you claim you put money on it you would lose whatever you put on it because i had no idea thanks i was talking to the live agent asking why my passport had been declined they told me one of the corners was missing then i got kicked out my account and received this message

Following a thorough investigation of the activities on your Royal Panda account, our fraud team has concluded that your actions constitute a clear and serious breach of our terms and conditions 5.4, 5.5 and 5.6. For more information on terms and conditions
You do not have permission to view link Log in or register now.
.

Royal Panda treats any instances of fraud very seriously. As a result, the management of Royal Panda has decided to close your account permanently, seize your funds.

This decision is final, and no further correspondence shall be entered into.

so i panicked at the time thinking only of my deposit as to me £1000 is a lot i still believe i am entitled to my winnings but i accept what they are saying i was on Leo Vega i did SE but i also had no clue they was sisters
 
@Gaz237 believe what you want with your tin foil hat on hence why i have asked on here should i challenge the winnings too which i believe i am entitled to i can show you all the emails between me and royal panda if you like but you already decided i am guilty have good weekend

Also i am contacting UKGC to try and get my winnings back i will tell of the outcome of it :)
 
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colinsunderland said:
Maybe, but doesn't excuse the casinos actions. They either didn't age verify him, breach of the rules, as the name was wrong therefore couldn't have, or they realised the name was spelt wrong, age verified on the correct spelling, but allowed him to keep depositing being fully aware of the 'fraud', and didn't pick up on the SE for some reason. RP and LV seem to have had more complaints about this type of thing on here than anyone else this past year.
Click to expand...

Electric verifications can be passed with one letter spelling mistake, there are quite many different level of replies what you get when checking these details and many of them do pass checks even everything couldn't be verified.

We don't have much information here what casino have, so we are only guessing here. One thing is quite sure, they didn't have to refund deposits due to reason account was created with fake details, it's different question how reasonable it would have been to confiscate winnings and deposits, but details were fake so they would have full right to do so, it's not decided anywhere how many letters or other information in your details can be wrong that it's not counted as fake, two options, you enter your details right or you enter fake details.

If you enter fake details as mistake or with purpose, you can be happy if somebody is refunding deposits for you. Many probably do that depending what everything has happened but nobody is obligated to refund anything to fraudster who use fake details (and shouldn't in my opinion, checking personal details when entering them is not too much to ask, only one letter can make difference).
 
Mark_32Red said:
How many others on this thread have accidentally spelt their name (which you type a lot?) incorrectly when registering for a casino? #JustAsking
Click to expand...

I very often mis-type things where I accidentally hit two keys at the same time etc...I've almost locked myself out of accounts by doing that when typing in passwords.

However, saying this, when I'm filling out registration forms etc I always double check for mistakes and typos.

I think the fundamental part of this particular instance is he claims to have told live chat of his error. If this is true, and he did it before he played, why would he do that knowing full well his account could possibly be immediately suspended?
 
Slottery said:
Electric verifications can be passed with one letter spelling mistake, there are quite many different level of replies what you get when checking these details and many of them do pass checks even everything couldn't be verified.
Click to expand...

I was under the impression that cross reference checking for SE/duplicate accounts was done on many fields - post code, surname, DOB, telephone number, debit/credit card, street name and number, etc etc. If there are numerous matches, then it is flagged up and account suspended, so in theory if it was a small spelling mistake in one field the others would still get noticed.

Something is amiss, just hopefully it gets suitably resolved to the correct outcome for both parties.
 
RichyJ75 said:
I was under the impression that cross reference checking for SE/duplicate accounts was done on many fields - post code, surname, DOB, telephone number, debit/credit card, street name and number, etc etc. If there are numerous matches, then it is flagged up and account suspended, so in theory if it was a small spelling mistake in one field the others would still get noticed.

Something is amiss, just hopefully it gets suitably resolved to the correct outcome for both parties.
Click to expand...

Quite. Relying on just a name is quite something. At the very least, the other details matching should have raised flags pending further review.

If I was the one making the decision here I'd be paying the guy his winnings then terminating the account. Then I'd instigate a major review into the system used to detect self excluded players.

Unless there is more to this than we are aware, accusing a player of fraud due to 1 misspelled word is essentially defamation of character. There is just no proof that this is the case if what the op has said is true.
 
Mark_32Red said:
How many others on this thread have accidentally spelt their name (which you type a lot?) incorrectly when registering for a casino? #JustAsking
Click to expand...

Never when i have registered gambling accounts, buing flight tickets etc... where's any money included or otherwise is important.

How many seconds it takes to double check that all your details are correct? If not having that much time to spend, i would let someone else to enter my details everywhere, it just is everyone own responsibility to use correct details, not seeing any difference if there's 1 or 6 letters wrong. If it for some reason happens, then there shouldn't be any reason not to contact support right away to correct it.
 
RichyJ75 said:
I was under the impression that cross reference checking for SE/duplicate accounts was done on many fields - post code, surname, DOB, telephone number, debit/credit card, street name and number, etc etc. If there are numerous matches, then it is flagged up and account suspended, so in theory if it was a small spelling mistake in one field the others would still get noticed.

Something is amiss, just hopefully it gets suitably resolved to the correct outcome for both parties.
Click to expand...

Meant only age verification what need to be done for all UK players before deposits can be accepted, these can get passed even all details not matching exactly to database when these are calling for so many different details and when getting good enough combination that something is matching "enough"
 
@Mr_Slot5 once my deposit is cleared and they cant take that off me i am fully chasing them for the winnings i 100% believe i done nothing wrong expect miss spell my 1st name by a letter i did inform live chat they told me this will be passed on to the correct team when they look into my documentations i sent to prove who i am noway on earth i have committed fraud at all :)

i lived at same address for 10 years and i used the debit card for last 3 years so nothing has changed i sent them my card front and back they accepted refused my passport due not seeing all 4 corners of it in picture and i did not see out come of my PDF bank statement i sent showing my address as they banned me while talking to live chat sorting out the passport issue :)
 
Last edited:
Slottery said:
Meant only age verification what need to be done for all UK players before deposits can be accepted, these can get passed even all details not matching exactly to database when these are calling for so many different details and when getting good enough combination that something is matching "enough"
Click to expand...

How can age verification be done electronically if the name doesn't match? As far as I'm aware, it checks name, address, on electoral roll. If yes, pass, if no, fail. Some go further and check as a soft check on credit file, which would also include the date of birth. Neither should pass if a name is incorrect.
If I'm wrong about how it works, how does it work?
 

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