Royal Panda Self Exclusion Refund - I need Help

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
On 15-6 I was playing on royal panda. I just deposited 50 euro and was playing bonanza. All of a sudden site crashed and tried to login and it said my account was closed. I went on chat asking what happened?. They said because ive made gambling addicition comments on chat they had concerns and my account was under review. Note: ive went on chat that day and told them I self excluded myself on Leovegas a while ago because of gambling problems int the past. And was wondering if the selfexclusion would reflect royal panda aswell as they are sister websites with same license and platform. They then asked me if i wanted to close my account aswell? I said no and played and deposit that night. Now im closed saying its because of the comments of gambling addiction. But in fact the selfexclusion would had been reflected on the royal panda account but it did not. There for I should never been allowed depositing or playing on royalpanda. But I did. And now they found out there own mistake and closed my account. But I should get my money back of my account and my deposit refunded. But royal panda is denying me my refund. Even not paying my money left on my account. I did myself a investigation asking leovegas if my self exclusion would be reflected on royalpanda. They assured me if i was blocked on LV, RP would be blocked aswell. Ive used same adress, email etc. It didnt happen, i could still play for weeks on royal panda. Its a failure. I want my refund. Help
 

toms596

Newbie member
Joined
Mar 19, 2018
Location
Uk
They should at least return any funds left in the account that haven't been played. I take it you aren't in the UK if you deposited in Euros?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
If you would like assistance in getting this resolved we'd recommend:
One way or the other you should be able to get this resolved.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com
 

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
Thats correct im from the netherlands. Ive contacted multiple sites now. I hope this get sorted out. Still rp denies refund.
 

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
On 8/6 ive closed my account on leovegas due of gambling problems. Closed for ever.

I also had a account on Royal Panda, and played there till 20/6. I did not know they were a sister site of leovegas.

On 20/6 I just deposit 50 euro and played bonanza. All of a sudden the game shut down and my account got closed.

Ive asked on chat why my account got closed. They told me they had their concerns because ive made some gambling problem comments on chat that afternoon. I told on chat that ive SE myself on Leovegas cause of gambling problems.

Then I found out RP is in the same group as leovegas. Ive ask them why I was not selfexcluded on RP aswell because ive closed my account on LV. LV terms and conditions says all account in LV groep will be shut down when Selfexclude. Royalpanda is in leovegas.

I think they saw their mistake when i told them in chat and then shut my account down.

Im entitled to a refund because of the failure that my lv se didnt reflect royalpanda.

Ive confronted them with my investigation.. they told me no refund only when it was a forced self exclusion then it would been reflected onto royalpanda.
But nowhere in the t and c says anything about a forced se. All SE would reflectie on to sistersites.
When i tried to ask then about it they shut down chat and ignore me.

Ive been in leovegas chat support asking under nickname of my partner ( who also had a account in LV and RP ) about the self-exclusion.

Ive asked on chat if someone would selfexclude themself due of gambling problems would accounts on sister sites would be closed.
Answer was yes
Would royalpanda would be closed.
Answer was yes
Even when they are not on same netwerk
Aswer was yes

My partner self excluded herself on leovegas and indeed royal panda was closed because of the se on leovegas.

Ive talked with my partners name because they did not know im affiliated with her. If i would talke with my own name they would deny the whole thing.
That is really fishy.

Still royalpanda denies me my refund. Claiming only forced self exclusion would reflects.

Yesterday ive talked to them about my 43 euro left on my account. First they even didnt want to refund that either. But now they will. But no deposit refunds.
 

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
Ive tried making a ticket on here but it says not to have more then 1000 letters :(
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Ive tried making a ticket on here but it says not to have more then 1000 letters :(
Very true. The essence of resolving a complaint is understanding it and that is almost always best done by describing it briefly.

1000 characters ~= 200 words and that should suffice. In your particular case it looks like the problem can be described in about 15 words so I'd say you've got room to spare.
 

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
Very true. The essence of resolving a complaint is understanding it and that is almost always best done by describing it briefly.

1000 characters ~= 200 words and that should suffice. In your particular case it looks like the problem can be described in about 15 words so I'd say you've got room to spare.
Haha ill try to be briefly then
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
So you are saying - you have two people in your household playing at the same casinos, and are self excluding for gambling problems? Could you be a bit more clearer about that?
 

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
yes same household. But their own bankaccount and ID etc.

I know it sounds bad, both gambling problems.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
You sure it would any good for your family if you get refunded any deposits or would just lead you to deposit all possible "sister sites" where you are self-excluded?
If you make PAB, don't reply anymore to this thread but it really don't seem that refunding you deposits would make anything good for you. They also might have grounds for denying your request like they did, reasoning can be found from MGA policies to operators.
 

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
You sure it would any good for your family if you get refunded any deposits or would just lead you to deposit all possible "sister sites" where you are self-excluded?
If you make PAB, don't reply anymore to this thread but it really don't seem that refunding you deposits would make anything good for you. They also might have grounds for denying your request like they did, reasoning can be found from MGA policies to operators.
I didnt know RP was sister site of LV. Its not like im trying to beat the system. They closed my account and I didnt even know why. Till they told me why.

Ofcourse I would like to have my deposits back. If I would won on RP they would forfeit my winnings because of the SE.

Ive learned my lesson.. ive blocked me and my partner and every casino site ive played on.

I just think RP is being fishy ! And as I am in my right to ask for my deposit refund I will.

First I only wanted to have my money back on my account. 43 euro. They firsy denied that aswell along the way ive discovered the SE thing. And ive chased it since then.

All of a sudden the 43 euro will be refunded but the deposits will not.
Again I think its fishy.

I understand how this looks. Me and my partner just played casinos for fun. But it led to addiction. And thats a problem we will definely overcome.

Ill stop replying then cause ive opened a ticket.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
You should ask yourself this question: if you had deposited and won, would you have returned your winnings since you are self-excluded at one of their properties? If not, why do you feel that they owe you anything?

Self excluding doesn't give you the right to deposit - and if you lose, to ask for your money back. And most casinos do not allow members of the same household to join - unless you have explicit permission from their support - in writing.
 

minke85

Newbie member
PABinit
Joined
Jun 28, 2021
You should ask yourself this question: if you had deposited and won, would you have returned your winnings since you are self-excluded at one of their propoerties? If not, why do you feel that they owe you anything?

Self excluding doesn't give you the right to deposit - and if you lose, to ask for your money back. And most casinos do not allow members of the same household to join - unless you have explicit permission from their support - in writing.
Its because of playing and suddely got shut out of my account. Thats the only reason ive noticed its because of my SE. I had no reason at all to ask for anything.. ask for deposits or losses or winnings. Played there for days not asking anything at all. Its only because they refused my refund of remaning funds on my account.

The time ive played on royalpanda my housemate already blocked on casino.
There are casinos who dont mind same household on casino though.

It feels to me im being accused of cheating the system? Or is that just me? Feels like im being accused of playing on se sister sites on purpose? Bet my money and when I lose I pull the SE card?

All im doing now on this thread is trying to fight these insunations. Why?

Why would I keep depositing on an casino and know they would forfeit my winnings? What is the use of that?
Id just deposited money again when I was thrown out of my account. Why in godsname would I do that?
Whats the use in gambling money knowing you will not get your winnings.



If my feeling is not right and you all are not accusing me of this. Then im sorry. But this does make me a little frusrated.

And yes I do know there are people out there who tries to do that SE scamm. But I am not one of them.
Didnt even know it excisted!
 

6HellsBells6

Full Member
PABnoaccred
Joined
Oct 24, 2020
Location
Ireland
You should ask yourself this question: if you had deposited and won, would you have returned your winnings since you are self-excluded at one of their propoerties? If not, why do you feel that they owe you anything?

Self excluding doesn't give you the right to deposit - and if you lose, to ask for your money back. And most casinos do not allow members of the same household to join - unless you have explicit permission from their support - in writing.
Well see that's the thing, the self exclusion is there to protect the player. You would not consider using this option unless that you felt you had a problem or at least developing a problem.

And also, I think you would not sign up to a Casino that you have a self-exclusion imposed, if you do have a relapse due too more than likely everything would be regarded as void.

It seems that all these regulation's play's into the Casino operators hands. As in if you are self excluded and we did not detect you, we happily accept your deposit's until the point that you make a withdrawal. But the damage is already done and you have no recourse.

All money deposited up until this point is your own tough luck, fault, your problem.

Although on the flipside, if you are lucky enough early into your new account and win. We will deny you those winnings as void and return your couple of hundred deposit, no questions asked.

I've listened to your podcast's and yes it is a slippery slope. But the way I see it the self exclusion option should be enforced properly, it is not like the technology is not their to flag people's identity.
 
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