Royal Panda Keeping Deposit

[Slottery]

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?

There are various providers who complete these verifications, at least some of them i'm familiar are checking many details and if they get enough accurate match, verification is passed. Don't start to post almost 40 different combinations from results what one service returns, but here's one example what pass age verification:

First Initial/Last/Home Address/Home Zip/DOB(mm/dd/yyyy)

So OP would have passed age verification, and yes, this provider is approved by UKGC.

edit: Some randomly picked other passing combinations:

First Initial/Last/Home Address/Home city/Home Zip First/Last/Gender/Home Zip First Initial/Middle/Last/Home Address/Home city/Home Zip

So these are not confirming identity 100% or even name etc... It just checking quite many different details and when getting one enough correct combination to match, player can happily deposit and is believed to be over 18.

 

[boomboytv]

so should i fight the winnings been taking off me due to my mistake of miss spelling my name or am i just wasting my time even tho the are claiming this is a serious breach and fraud is reason why i am not getting my winnings back i dnt believe miss spelling my 1st name is that as all the other details are 100% correct it was just a simple silly error i made

 

[LadyJelena]

What happens if a rep doesn't answer you after a reasonable period of time?

We consider moving the brand from Accredited section.

I personally think Royal Panda is a cool brand, but they got too many and long chances to regularly log in or find the replacement. Really hope this is the last warning.

 

[Slottery]

so should i fight the winnings been taking off me due to my mistake of miss spelling my name or am i just wasting my time even tho the are claiming this is a serious breach and fraud is reason why i am not getting my winnings back i dnt believe miss spelling my 1st name is that as all the other details are 100% correct it was just a simple silly error i made

I would claim complaint, then they at least need to provide exact reasoning to their decision and where it's based to. Then from 3rd party you at least get fair opinion/decision.

No need for you to waste much time to that or anything, just write everything what have happened to one email and answer possible questions.

 

[lockinlove]

wrong quote lol

 

[Kroffe]

How many others on this thread have accidentally spelt their name (which you type a lot?) incorrectly when registering for a casino? #JustAsking

Have done mistakes with name while signing up before.
Usually i have caught it myself, and gotten it changed with the help of support before any trouble.

Now i just let auto-fill do the work for me on everything.
Even this post is an auto-fill, so none of this is typed by me.

/ CH. rome

 

[Mr_Slot5]

Have done mistakes with name while signing up before.
Usually i have caught it myself, and gotten it changed with the help of support before any trouble.

Now i just let auto-fill do the work for me on everything.
Even this post is an auto-fill, so none of this is typed by me.

/ CH. rome

Yes it does happen, and although there are many instances of people abusing SE protocol, it's wrong to automatically assume it to be the case.

In this instance the individual has not attempted to sign up at the casino he was already excluded at and went to live chat assistance to rectify the mistake.

My conclusion would be that he should be paid the winnings and the account should then be terminated by the casino. It just seems like the fair thing to do from my perspective.

EDIT: if it's true what slottery said about the casinos not being under the same license then they have no obligation NOT to pay the winnings. FGS just cough up and stop being cheap! Next time do your customer checks a bit more thoroughly!

 

[boomboytv]

@Slottery what is a claim complaint? i am contacting UKGC 1st thing Monday morning as i said many times i do not believe i have committed the offences they claim i have while i was on phone to them on the 9th January they threw the fact i was SE with Leo Vegas which was when i found out they was sisters now you saying they have different license so that should not be held against me

 

[Kroffe]

Yes it does happen, and although there are many instances of people abusing SE protocol, it's wrong to automatically assume it to be the case.

In this instance the individual has not attempted to sign up at the casino he was already excluded at and went to live chat assistance to rectify the mistake.

My conclusion would be that he should be paid the winnings and the account should then be terminated by the casino. It just seems like the fair thing to do from my perspective.

EDIT: if it's true what slottery said about the casinos not being under the same license then they have no obligation NOT to pay the winnings. FGS just cough up and stop being cheap! Next time do your customer checks a bit more thoroughly!

I would also argue that typing a thing alot (your name for example) only makes mistakes more prone to happen.
If im typing a word i dont use alot, im more "careful" to not get it wrong.
When typing my name, i just mash the keyboard at the speed of light, since ive done it a million times.

/Fkrofe

 

[Mr_Slot5]

@Slottery what is a claim complaint? i am contacting UKGC 1st thing Monday morning as i said many times i do not believe i have committed the offences they claim i have while i was on phone to them on the 9th January they threw the fact i was SE with Leo Vegas which was when i found out they was sisters now you saying they have different license so that should not be held against me

Well you either have committed a type of fraud or you haven't...only you know the answer to that. Either way, from what you have said, they cannot claim certainty either way and so if you haven't signed up knowingly with the intention of a win-win situation, then I'd be fuming at being labelled a fraudster and would taking steps to tackle that assertion.

From my perspective, if someone is going to claim fraud they best damned well have the evidence to back it up, otherwise see you in court. Simple as that.

 

[dunover]

Royal Panda is withdrawing from the UK by the end of this month anyway. You should have deposits refunded technically if SE'd from the LV license as they now cover RP. Naturally there will be the suspicion as always in these cases that you misspelled your name in order to have a no-risk punt at Panda. If you didn't know they were now part of LV and they didn't make this known on their site then you should ask for a refund. You shouldn't expect or be paid any winnings though.

 

[Slottery]

@Slottery what is a claim complaint? i am contacting UKGC 1st thing Monday morning as i said many times i do not believe i have committed the offences they claim i have while i was on phone to them on the 9th January they threw the fact i was SE with Leo Vegas which was when i found out they was sisters now you saying they have different license so that should not be held against me

In this thread to page 2 was this link. I wold just follow their complaint procedure and contact egocra who seem to be their ADR service. They are blaming you from fraud as you typed one letter wrong in your details so i would only refer to that. ADR services don't dealt with SE issues so wouldn't explain about LeoVegas SE but only that one letter on your name wrong in accident and that's why they confiscated your winnings.

You do not have permission to view link Log in or register now.

 

[Playford7]

Well you either have committed a type of fraud or you haven't...only you know the answer to that. Either way, from what you have said, they cannot claim certainty either way and so if you haven't signed up knowingly with the intention of a win-win situation, then I'd be fuming at being labelled a fraudster and would taking steps to tackle that assertion.

From my perspective, if someone is going to claim fraud they best damned well have the evidence to back it up, otherwise see you in court. Simple as that.

Been a member here years, saw so many threads like this.
Yet we rarely see a update once it’s solved.
Hope the OP is being honest and all that has been said is fact.
If so they deserve every button back, but if not this will just be ‘another one of those threads’

 

[Mr_Slot5]

Royal Panda is withdrawing from the UK by the end of this month anyway. You should have deposits refunded technically if SE'd from the LV license as they now cover RP. Naturally there will be the suspicion as always in these cases that you misspelled your name in order to have a no-risk punt at Panda. If you didn't know they were now part of LV and they didn't make this known on their site then you should ask for a refund. You shouldn't expect or be paid any winnings though.

This is all good and well. However I'd argue that their systems are just not good enough if the address used to sign up with wasn't enough to flag. Christ, we've had people be denied winnings before due to the same address as a self excluded partner being flagged up.

As I understand it, the two casinos aren't even operating under the same license (as someone mentioned further up in the thread).

If that's the case, from both an ethical and legal perspective there is absolutely no reason why those winnings shouldn't be paid out and all future relations between the two parties terminated thereafter.

 

[Slottery]

If that's the case, from both an ethical and legal perspective there is absolutely no reason why those winnings shouldn't be paid out and all future relations between the two parties terminated thereafter.

I could bet few euros that they do have legal ground because account was created with incorrect details which they can use as only reason if they wish. That if it's ethical and reasonable is another question. One letter difference can and do difference in many systems, there's no any rule how wrong you can enter your name, it's correct or incorrect, if they wish to rely only to that.

 

[Mr_Slot5]

I could bet few euros that they do have legal ground because account was created with incorrect details which they can use as only reason if they wish. That if it's ethical and reasonable is another question. One letter difference can and do difference in many systems, there's no any rule how wrong you can enter your name, it's correct or incorrect, if they wish to rely only to that.

But that's taking away the responsibility of the casino to know exactly who is signing up to their site. They accepted the bets, they should pay out.

In my eyes, they should be forced to pay out so that maybe they'll be a little bit more careful with regards to player registrations in future.

 

[boomboytv]

@dunover well to start with they point blanked refused my deposit back then out the blue they emailed me saying i am getting that back but they keeping the winnings but they held both my winnings and funds on the same grounds i believe so if i get one of them back surely i am entitled to the other?

 

[Slottery]

Posted above some examples which can pass age verifications which need to be completed before deposit. They currently only have to be sure not to accept under age players, they still ask KYC to be sent at some point even that electronic verification is passed, to make sure who actually is playing there.

 

[Playford7]

But that's taking away the responsibility of the casino to know exactly who is signing up to their site. They accepted the bets, they should pay out.

It also should be on the player too. I’m no stranger to attacking a casino if needs be, but we get so many ‘new’ members claiming the same old stuff.
Self excluded, lost there rent money but all of a sudden they remember they where SE at a sister site. Can’t be pleasant for the casino having to fork out for a fraudster.
Not saying it’s the case, but these threads share a trend.

 

[Mr_Slot5]

Posted above some examples which can pass age verifications which need to be completed before deposit. They currently only have to be sure not to accept under age players, they still ask KYC to be sent at some point even that electronic verification is passed, to make sure who actually is playing there.

I know, but come on, DOB, Address, Gender should in tandem be enough to raise a flag for further investigation where a SE is concerned. To argue otherwise is just absurd and absolves the casino of responsibility.

It should be as much about player protection as protection of the casino's interests.

 

[Mr_Slot5]

It also should be on the player too. I’m no stranger to attacking a casino if needs be, but we get so many ‘new’ members claiming the same old stuff.
Self excluded, lost there rent money but all of a sudden they remember they where SE at a sister site. Can’t be pleasant for the casino having to fork out for a fraudster.
Not saying it’s the case, but these threads share a trend.

It's money they would have had to fork out anyway if it was any other player. It's all within their margins.
Makes zero odds to their bottom line.

Where do these winnings go after being denied?

 

[Playford7]

It's money they would have had to fork out anyway if it was any other player. It's all within their margins.
Makes zero odds to their bottom line.

Where do these winnings go after being denied?

That’s irrelevant mate.
Why should they pay out when someone is clearly taking the Micheal so to speak?
All personal responsibility seems to go out of the window in many so called SE cases.
Not all, but many casinos are heathens regarding preying on addicts. That said since all this RG nonsense that actually avoids the issue (locked withdrawal) (quick spin banned) (fake representation of gambling) is ignored they decide a casino will pay back a addict for trying there luck at a free ride.
It’s utterly bonkers, it’s like the labour manifesto author works for the UKGC

 

[Mr_Slot5]

Why should they pay out when someone is clearly taking the Micheal so to speak?

For the sheer fact that there will be a proportion of genuine people who get shafted. We can't always pander to the lowest common denominator. That's why I said the winnings should be paid and then the accounts terminated. That is fair for both players and the casino going forward.

The pragmatic solution.

We have a massive problem in this world if we're letting Maltese casinos adjudicate on what is fraud and what is not.

 

[Slottery]

I know, but come on, DOB, Address, Gender should in tandem be enough to raise a flag for further investigation where a SE is concerned. To argue otherwise is just absurd and absolves the casino of responsibility.

It should be as much about player protection as protection of the casino's interests.

Didn't say that i would agree is reasonable to confiscate anything for spelling mistake but i'm ready to make little bet that they have legal grounds to do that if they wish to go that route.

Loads of spelling mistakes are just getting corrected like support advised OP as well and that's what casinos normally do and in my opinion that's how it should be. Like i wrote few posts ago, i would claim complaint myself to see if they really want to use one letter mistake as only reason not to pay winnings.

 

[Playford7]

For the sheer fact that there will be a proportion of genuine people who get shafted. We can't always pander to the lowest common denominator. That's why I said the winnings should be paid and then the accounts terminated. That is fair for both players and the casino going forward.

The pragmatic solution.

We have a massive problem in this world if we're letting Maltese casinos adjudicate on what is fraud and what is not.
Totally agree and Malta is a haven for the corrupt and void of morals clipjoints we sadly see.
However we need a balance. And in my opinion that would be just return deposits to players whom (forgot there own name) (forgot it had a sister site) bunch and leave it at that.
In all for player protection, but I’d say the vast majority of (duel accounters) know exactly what they done, it’s really not that hard.
As for genuine people? Well they won’t be signing up to numerous sites for bonus’s and free spins as they are new. So the figures on new sign ups being told no sorry you have 300 accounts elsewhere will be tiny.

 

[Mr_Slot5]

Totally agree and Malta is a haven for the corrupt and void of morals clipjoints we sadly see.

 

[boomboytv]

i simply made the error of spelling my name which is robert as robret everything else on my information on me was 100% correct i even contacted support threw live chat when i spotted the mistake to tell them this and i was told if was fine and be passed on i then sent my proof of id bank card/address that is when suddenly they started shouting fraud and that i was SE with Leo Vegas which i had no idea(believe me or not up to you) i will be pressing for the winnings and i will 100% update on here the out come as i have had a lot of helpful people give me good information in their own time which they did not have to do

I also done A PAB on here how long does it take to get a response ?

 

[colinsunderland]

i simply made the error of spelling my name which is robert as robret

 

[Wondah]

my name is Robert i spelt my name robiert=

i simply made the error of spelling my name which is robert as robret

which one did u use?

robiert= or robret?

the first one looks to me as fraud and the last one could be a genuine spelling error.
The “ i “ isn’t near the r,e and t on a keyboard.

 

[mack341]

i simply made the error of spelling my name which is robert as robret everything else on my information on me was 100% correct i even contacted support threw live chat when i spotted the mistake to tell them this and i was told if was fine and be passed on i then sent my proof of id bank card/address that is when suddenly they started shouting fraud and that i was SE with Leo Vegas which i had no idea(believe me or not up to you) i will be pressing for the winnings and i will 100% update on here the out come as i have had a lot of helpful people give me good information in their own time which they did not have to do

I also done A PAB on here how long does it take to get a response ?

You ought not to post anymore until the PAB is completed, kind of radio silence, otherwise Max will bin your PAB quicker than you can type your first name

I'm not taking sides as genuine mistakes are made, in my eyes though the duty is on the casino to make sure SE'd players don't slip through as best they can, if all the details were the same other than 1 letter I would say their system isn't robust enough.

 

[brianleeporter]

How many others on this thread have accidentally spelt their name (which you type a lot?) incorrectly when registering for a casino? #JustAsking

I once put my middle name in once on a casino & when I tried to verify my account it was a ball ache cause my middle name wasn’t on my passport .

Had to go through all sorts of security checks and send extra documents in etc.

Got sorted in the end but it took a while.

 

[boomboytv]

@Wondah sorry it was robret i meant

i have just contacted UKGC/ecogra/Ask Gamblers threw emails i will keep you updated on the outcome good or bad but i will fight to try get my winnings back as they was held on the same terms as my deposit and now they are being returned so in my view i should have both as i legit believe i have committed 0 fraud nor new Leo Vegas where sisters with Royal Panda

Thanks everyone for your time to give me advice and help in this situation

 

[Borgie]

@Wondah sorry it was robret i meant

i have just contacted UKGC/ecogra/Ask Gamblers threw emails i will keep you updated on the outcome good or bad but i will fight to try get my winnings back as they was held on the same terms as my deposit and now they are being returned so in my view i should have both as i legit believe i have committed 0 fraud nor new Leo Vegas where sisters with Royal Panda

Thanks everyone for your time to give me advice and help in this situation

Well you were advised not to post here if you have a pab going. Now you have again and gone to Ask Gamblers etc so i think you are now on a very sticky wicket.

Also as pointed out you have given 2 different spellings on here for the mistake you made which is more than a bit strange!!

I'd be content with your deposit back

 

[boomboytv]

@Borgie i was replying to the question if must be known i have dyslexia i make mistakes time to time what is the issue with going to ask gamblers etc i want to fight this

 

[Borgie]

@Borgie i was replying to the question if must be known i have dyslexia i make mistakes time to time what is the issue with going to ask gamblers etc i want to fight this

The casino are not going to deal wth half a dozen people you've asked to follow up your complaint with. Also the half a dozen people will not want to duplicate anyway.

You are still posting despite pming me and me explaining why you shouldn't even reply on here on this subject

 

[Steviedoo]

Been a member here years, saw so many threads like this.
Yet we rarely see a update once it’s solved.
Hope the OP is being honest and all that has been said is fact.
If so they deserve every button back, but if not this will just be ‘another one of those threads’

if we had a dime for every thread like this....

 

[chiya]

which one did u use?

robiert= or robret?

the first one looks to me as fraud and the last one could be a genuine spelling error.
The “ i “ isn’t near the r,e and t on a keyboard.

FYI the fact that "i" isn't near r, e, t isn't a valid reason to suspect fraud. "i" is right next to "o", and when typing fast I often get typos that seem weird when the extra letter is nowhere near the previous letter. Red switches on a mechanical keyboard ensure that one needs to only barely touch a keycap for it to register.

Although I find it suspicious that the op first stated it was robiert and now when called out for it seeming suspicious, it's robret after all.

What I don't understand is how do you guys typo your details in the first place though. Form auto-filling and all that... I've not typed my details to a casino when registering in years.

 

[Mr_Slot5]

What I don't understand is how do you guys typo your details in the first place though. Form auto-filling and all that... I've not typed my details to a casino when registering in years.

I've had it where autofill has put phone number in email, postcode in the address boxes rather than the postcode one etc etc. So for me, it's easier to enter it myself...especially with it being important.

 

[goatwack]

Sorry but it all sounds a tad suspect. Registration details are far and away the most important bit of KYC/ verification anyone ever needs to do, why would someone mash the keyboard without so much as checking THEIR NAME

 

[Matti]

@Borgie i was replying to the question if must be known i have dyslexia i make mistakes time to time what is the issue with going to ask gamblers etc i want to fight this

Dyslexia....Yes of course. That must be the reason.

 

[irish-ranger]

Sorry but it all sounds a tad suspect. Registration details are far and away the most important bit of KYC/ verification anyone ever needs to do, why would someone mash the keyboard without so much as checking THEIR NAME

Course it’s bullshit I actually had the same problem on royal panda were I entered the wrong year of birth making myself 10 years older.
Played for a few months then they locked my account in to live chat “you I’d DOB doesn’t match your account details” explain please
“Sorry must have been a typo during registration”no problem thanks for the clarification your good to go again.
But then I hadn’t SE from a sister site.

 

[Slottery]

It is the player’s sole responsibility to ensure that the information provided is valid, complete and correct at all times.

That's from Royal Pandas T&C:s and most of casinos do have same mentioned. There are two options when you enter your name and DOB, real and fake.

All casinos where i've read T&C:s this pretty much mentioned with same words so once you accept T&C:s in registration, it's players sole responsibility to make sure details are right.

Most of the time casinos are correcting them when it's a slight mistake but using fake details messing up many things lik self-excluding checks, possible duplicate accounts etc... So nobody shouldn't be very surprised to get winnings gone if details are not correct. In this case we also have SE twist which make it bit more messy.

Like said earlier, would make complaint myself as it don't take too much time and would get better explanation what everything have happened and why, but wouldn't really have too high hopes to get winnings paid. Casino refunded deposits like they would do in SE cases when somebody was able to play, they could have been more strict and keep deposits as well due to fraud but this seems quite ok outcome for player.

 

[mcgameboy]

How many others on this thread have accidentally spelt their name (which you type a lot?) incorrectly when registering for a casino? #JustAsking

For me personally Mark. Absolutely never.

Well actually, I should correct that. I have typed my name (and things that go into other "required fields")
incorrectly quite a few times.

But I have never submitted/confirmed those mistakes.

I make a point of double, even triple checking every last detail before I sign up to a new casino.
Or if I have to register a new payment method (it is so easy to get one digit out of 16 wrong).
It's like Playford said, it's just too important.

One thing that being at CM has taught me is that a casino can go to "the payment stalling playbook"
at any time, if it's in the mood to do so.

I would put up with the short-term pain (ie the due diligence donkey work) in order to achieve the long-term gain later down the line (hassle-free, quick payouts) every single time.

And given that I have been here for nearly 6 1/2 years and have still not needed to submit a single PAB, I think it is fair of me to assume that I must be doing something right.

 

[Slottery]

Entering correct details on registration and pay enough attention to spot possible mistakes really is number one thing to do when signing to new place, would guess that majority who here who have been around for while make quite sure that details are correct when creating account.

Many times these can be corrected afterwards but like just posted once again, it's 100% players responsibility to provide correct details and entering them incorrect can cause confiscated winnings. Many casinos are very reasonable and correct them and problem solved but some (in this thread we have SE issue as well so bit more complicated....) who don't like pay winnings if they have reason, this for sure is one.

Always can argue that it's only one letter etc... but that makes details incorrect and like T&C:s say, it's player sole responsibility to make sure these are correct. Otherwise T&C:s would say "you need to provide almost right details" and then getting to messy part to start to judge what is too much and what is enough, perfect for real fraudsters, just enter small mistakes there and then what looks most typo (next letter in keyboard etc...).

 

[EkJR]

Just read all of this. Have some advice for the OP. Accept the original deposits back. Then go to their ADR and raise a case on confiscated winnings as those winnings are nothing to do with SE now. Colin is right, how did they verify the account with a wrong spelling of name? Utterly bizarre stuff. So realistically the player shouldn't have been able to deposit a penny as per the regs. Think the casino have to pay out here. Not on the Leo licence either and there is precedent here. Ladbrokes and coral. If you SE'd at Ladbrokes then you could play at Coral as much as you like. UKGC said although it may seem unethical it is the licence that determines if an exclusion applies and nothing else. Therefore you should be fine and they cant use an SE at Leo against you. Raise it with the ADR, you should win. Give me a PM if you need any help.

 

[EkJR]

Entering correct details on registration and pay enough attention to spot possible mistakes really is number one thing to do when signing to new place, would guess that majority who here who have been around for while make quite sure that details are correct when creating account.

Many times these can be corrected afterwards but like just posted once again, it's 100% players responsibility to provide correct details and entering them incorrect can cause confiscated winnings. Many casinos are very reasonable and correct them and problem solved but some (in this thread we have SE issue as well so bit more complicated....) who don't like pay winnings if they have reason, this for sure is one.

Always can argue that it's only one letter etc... but that makes details incorrect and like T&C:s say, it's player sole responsibility to make sure these are correct. Otherwise T&C:s would say "you need to provide almost right details" and then getting to messy part to start to judge what is too much and what is enough, perfect for real fraudsters, just enter small mistakes there and then what looks most typo (next letter in keyboard etc...).

It's not in the UK though. Names, address and DOB MUST be fully verified before a deposit can be made. Therefore they cannot have correctly verified the player.

 

[Playford7]

Let’s be honest the OP is probably trying it on.
Deposits back at best is all I’d say will happen.

 

[Mr_Slot5]

Just read all of this. Have some advice for the OP. Accept the original deposits back. Then go to their ADR and raise a case on confiscated winnings as those winnings are nothing to do with SE now. Colin is right, how did they verify the account with a wrong spelling of name? Utterly bizarre stuff. So realistically the player shouldn't have been able to deposit a penny as per the regs. Think the casino have to pay out here. Not on the Leo licence either and there is precedent here. Ladbrokes and coral. If you SE'd at Ladbrokes then you could play at Coral as much as you like. UKGC said although it may seem unethical it is the licence that determines if an exclusion applies and nothing else. Therefore you should be fine and they cant use an SE at Leo against you. Raise it with the ADR, you should win. Give me a PM if you need any help.

Yes, I made this point last evening. The casino is seemingly at fault here and the winnings should be paid.

 

[Slottery]

It's not in the UK though. Names, address and DOB MUST be fully verified before a deposit can be made. Therefore they cannot have correctly verified the player.

Not sure if things have changed, but few weeks ago UKGC last time confirmed officially to one operator through audit that electronic verifications don't need to have exact match but many different combinations with enough satisfied hits is ok.

Stand corrected if it have been changed since 16th of December when UKGC auditor was happy to confirm it in written.

 

[EkJR]

Not sure if things have changed, but few weeks ago UKGC last time confirmed officially to one operator through audit that electronic verifications don't need to have exact match but many different combinations with enough satisfied hits is ok.

Stand corrected if it have been changed since 16th of December when UKGC auditor was happy to confirm it in written.

Sorry which operator was this? That's not my understanding of the rules.