Royal Panda Keeping Deposit

[Mr_Slot5]

Is this yet another example of a Maltese clip joint not paying out on the smallest of technicalities?

Well colour me shocked

 

[goatwack]

Shit

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

 

[Harry_BKK]

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

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.

 

[boomboytv]

i am sorry what is the SE i seen people mention

 

[Harry_BKK]

i am sorry what is the SE i seen people mention

Self-Exclusion

 

[boomboytv]

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

 

[Harry_BKK]

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

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.

 

[boomboytv]

@Harry_BKK that is a shame but i am glad they will refund my deposit so its a tough lesson but i will learn from it

 

[brianleeporter]

At least you are getting you’re initial deposit back.

But I would be chasing them for the other 1k in my account if it was just because of a misspelled name!

 

[colinsunderland]

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.

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?

 

[boomboytv]

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

 

[colinsunderland]

Another thing, if the spelling mistake is so important, and I suspect they will say thats how he SE wasn't detected, how was age verification passed on a name that doesn't exist?

 

[boomboytv]

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

 

[boomboytv]

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

 

[goatwack]

That's some high level fraud right there

"Serious breach"

 

[RichyJ75]

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

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]

how do i contact UKGC do they have a telephone number i looked them up before i could not really find anything

 

[RichyJ75]

how do i contact UKGC do they have a telephone number i looked them up before i could not really find anything

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]

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?

 

[RichyJ75]

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?

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.

 

[RichyJ75]

Telephone number– 0121 230 6666

Email - info@gamblingcommission.gov.uk

 

[geordiecolin]

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?

 

[Mr_Slot5]

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?

 

[Gaz237]

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.

 

[Borgie]

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.

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