ATTN: Casino Rep Royal Panda withdrawal being held- SOW

chris87

Senior Member
Joined
Jul 2, 2013
Location
UK
I have sent a pm to Melvin at Royal Panda, but would be interested in views from the forum.

I had a withdrawal request of just over £200 from Royal Panda which seemed to be pending for longer than usual. On contacting CS I was told I should have received a mail requesting 3 months bank statements and 3 months payslips. Anyway, as with many others I am not prepared to divulge this amount of sensitive information, so I asked that my account be closed and the withdrawal processed.

The lady at CS was adamant that my withdrawal would not be paid unless I provided these documents, even if I closed my account (she refused to pass me on to a supervisor) Surely this is not right and any outstanding funds must be paid on account closure?

Thanks- Chris
 

Borgie

Ueber Meister
MM
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Jul 19, 2011
Location
United Kingdom
As i understand it they have to either pay you or report you ! Which means they need proper proof they suspect you of something . Maybe I'm wrong.
 

JGslots

Ueber Meister
webmeister
PABinit
Joined
Feb 12, 2013
Location
Wales
You will get paid, so don’t worry. Melvin will be able to sort this, however I would think they will need to close your account after this if you don’t provide SOW.

Rob :)
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
as most of my accounts go ,the normal route is pay the player first then suspend the account until docs have been sent , failing this complete closure, either way you should pay the player first, it doesnt look good from royal pandas point. luckily we do have a very very good rep ) im sure he shall sort it out)
 

Scott1baird

Senior Member
MM
Joined
Oct 16, 2018
Location
Isle of Bute Scotland
as most of my accounts go ,the normal route is pay the player first then suspend the account until docs have been sent , failing this complete closure, either way you should pay the player first, it doesnt look good from royal pandas point. luckily we do have a very very good rep ) im sure he shall sort it out)
I have had a few deposits in the not so far past held till I could get my account verified.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Any casino that tries this stunt should be avoided.
They can't keep your money, they should either close the account and refund or submit a SAR, in which case it will be up to the authorities to decide if you should be paid or not. Royal Panda have no legal right to do this and its akin to theft. @Melvin - Panda any reason why you are doing this?
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
Why do casinos hire customer service agents that have no idea about the industry or anything really? I find the CS completely useless now most of the time. You can't take anything they say 100% seriously because you never know if they're talking out of their ass or not. And really? Refusing to pass you onto their supervisor because ...?

I'm sure you'll get it sorted but I hope the Royal Panda rep would shed some light to as to why their CS is so out of the loop.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Why do casinos hire customer service agents that have no idea about the industry or anything really? I find the CS completely useless now most of the time. You can't take anything they say 100% seriously because you never know if they're talking out of their ass or not. And really? Refusing to pass you onto their supervisor because ...?

I'm sure you'll get it sorted but I hope the Royal Panda rep would shed some light to as to why their CS is so out of the loop.

One reason can be that many people working on CS are relatively young and the staff is changing a lot all the time. I'm sure if you can find CS people, ready to work with salary average casinos are providing, there are quite many happy to hire them. You work in shifts (some 24/7), salary is not great, you are sometimes very over loaded from work, listening players begging bonuses etc... there are many reasons why casinos don't have perfect support :)
 

stealthfrog

Registered
Joined
Apr 7, 2018
Location
New Zealand
I have always had to provide proof. Some ask for the credit card but ask the middle 8 digits and cvv to be blacked out.
But, then there are the terrible rip off people... like grandreefcasino.com They still owe me over $800 since about a year. Despite complaining on this and another forum who tried to help me get my money, they refused to pay. Just recently they sent me a "welcome back message":


On Thu, Jan 10, 2019 at 5:41 PM Support| Grand Reef Casino <support@grandreefcasino.com> wrote:
Hi Melissa
This is Stanley from Grand Reef Casino, welcoming you back to the best online Casino.
As your VIP host I would just like to take this time to applaud you for you loyalty to the house and also to give you a warm welcome back as I have credited your account with $25 free chip so that you can navigate and see how the new software is as well as test all your favourite game
Please do come online and claim you 400% as you know that the weekend is time for you to play and win BIG!!!
Weekend offer From Friday to Sunday.
Player can Claim get Up to 400% Match Bonus offer Based on their Deposit amount.

My reply:
Stanley, I am owed over $800 NZD by grand reef casino which I have tried to withdraw and have not been paid.
When are you going to pay me?

NO RESPONSE
 

chris87

Senior Member
Joined
Jul 2, 2013
Location
UK
Yes, you have to be verified and I have been so with Royal Panda for some time. This is a Source of Wealth request, which incidentally still hasn't been put in writing. I'm just being told by CS that they won't process any withdrawals until it is provided and it is a significant request, full 3 months bank statements and pay slips.

Melvin the rep seems to be away at the moment as he hasn't logged in since Wednesday.

Thanks- Chris
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
Any casino that tries this stunt should be avoided.
They can't keep your money, they should either close the account and refund or submit a SAR, in which case it will be up to the authorities to decide if you should be paid or not. Royal Panda have no legal right to do this and its akin to theft. @Melvin - Panda any reason why you are doing this?

Seen this at another casino recently. They won’t submit a SAR for £200 the authorities would laugh in their face. But they could easily (and likely will) close your account for it after paying the funds out.
 

chris87

Senior Member
Joined
Jul 2, 2013
Location
UK
Melvin from RP has come back to me on a PM indicating that the money should be paid, but it's too late as I've now played it all through (my decision)

I've suggested that his CS have some training on this issue.

Thanks for all the comments- Chris
 

lockinlove

Staring into the sun
PABaccred
Joined
Jan 17, 2014
Location
Canada
Are front end staff being told to delay things and have a certain list of excuses to make in order to disgruntle the player so they reverse and lose? Im seeing too much of these silly long drawn out requests which will force a player to have their money sit in the account for weeks on end. Three months of bank statements? Alot of banks dont go that far back and you would have to pay a fee and order them by mail.

Just the other day I played on diamond7 casino which is a WHG. I was playing along and checked my wager. It didnt move. I went to support and they said wagering only starts when I dip into the bonus. Im like oh nice its a parachute bonus then and I can cash out my cash balance. For the next 20 minutes the agent argued with me I cannot cashout my money until I wager the bonus.

I told her over and over again. How am I supposed to wager when wager doesnt start until I dip into bonus money. It does not make sense. She remained very firm demanding I stop arguing and follow the rules.

I asked her one question. So in order for me to wager anything and cashout, I must go and lose my cash balance? Her answer was Yes.

I went to the cashier page, requested a cashout of my cash balance and it was processed. I went back to chat and said so I just cashed out my cash balance fine. Within 5 seconds she said oops yes you are right you can cashout your balance.

For someone to not be aware that what she was telling me made absolutely no sense makes me think some are trained to disgruntle players and do anything possible to avoid a player cashing out.
 

4048

Experienced Member
Joined
Jul 20, 2017
Location
Malta
Are front end staff being told to delay things and have a certain list of excuses to make in order to disgruntle the player so they reverse and lose? Im seeing too much of these silly long drawn out requests which will force a player to have their money sit in the account for weeks on end. Three months of bank statements? Alot of banks dont go that far back and you would have to pay a fee and order them by mail.

Just the other day I played on diamond7 casino which is a WHG. I was playing along and checked my wager. It didnt move. I went to support and they said wagering only starts when I dip into the bonus. Im like oh nice its a parachute bonus then and I can cash out my cash balance. For the next 20 minutes the agent argued with me I cannot cashout my money until I wager the bonus.

I told her over and over again. How am I supposed to wager when wager doesnt start until I dip into bonus money. It does not make sense. She remained very firm demanding I stop arguing and follow the rules.

I asked her one question. So in order for me to wager anything and cashout, I must go and lose my cash balance? Her answer was Yes.

I went to the cashier page, requested a cashout of my cash balance and it was processed. I went back to chat and said so I just cashed out my cash balance fine. Within 5 seconds she said oops yes you are right you can cashout your balance.

For someone to not be aware that what she was telling me made absolutely no sense makes me think some are trained to disgruntle players and do anything possible to avoid a player cashing out.


Having been a CS agent myself, I feel for the most part agents come in one of two kinds.

The first kind of agent has the job because it's a simple, easy job that often lets you do other things like chatting, watching series or browsing on the side. In those cases, the customer comes second, learning about their own systems and so on definitely comes third. Any time a customer opens chat or the phone rings, "work" is interrupted. "Work" in this example being Netflix or gossip.

The other kind of agent actually cares about the systems, the games, and somewhat the customers. In those cases, when a customer for example isn't getting his or her withdrawal, the agent is extremely limited in options. If the customer refuses to give required documents there is not a single thing the agent can do but request them again. If the payment department doesn't want to do something, is closed, doesn't have a reply as to why something happened, the agent is as frustrated as the customer, knowing that the issue is out of the agents' hands, but bad feedback will still be directed at the agent directly.

While it's probably futile in most cases, asking for a manager might help if you feel a CS agent is in the wrong. Another point is that in most cases, gamblers so caring about their gambling they spend time on forums like this, probably know more than the average customer support agent. New agents are hired all the time because the knowledgeable ones gets promoted to other roles. This means most of your agents will be green and won't know the difference between a sticky or parachute bonus, or which game would be good alternatives when a customer is tired of Starburst and wants to try something new.
 

MaltesePlayer

Experienced Member
Joined
Jun 21, 2017
Location
Neverland
Having been a CS agent myself, I feel for the most part agents come in one of two kinds.

The first kind of agent has the job because it's a simple, easy job that often lets you do other things like chatting, watching series or browsing on the side. In those cases, the customer comes second, learning about their own systems and so on definitely comes third. Any time a customer opens chat or the phone rings, "work" is interrupted. "Work" in this example being Netflix or gossip.

The other kind of agent actually cares about the systems, the games, and somewhat the customers. In those cases, when a customer for example isn't getting his or her withdrawal, the agent is extremely limited in options. If the customer refuses to give required documents there is not a single thing the agent can do but request them again. If the payment department doesn't want to do something, is closed, doesn't have a reply as to why something happened, the agent is as frustrated as the customer, knowing that the issue is out of the agents' hands, but bad feedback will still be directed at the agent directly.

While it's probably futile in most cases, asking for a manager might help if you feel a CS agent is in the wrong. Another point is that in most cases, gamblers so caring about their gambling they spend time on forums like this, probably know more than the average customer support agent. New agents are hired all the time because the knowledgeable ones gets promoted to other roles. This means most of your agents will be green and won't know the difference between a sticky or parachute bonus, or which game would be good alternatives when a customer is tired of Starburst and wants to try something new.


I can attest to this. Having worked in CS as an agent myself both on a Part time / Full time basis, I've seen both sets of people, with me judging myself as the second case.

Now being a CS TL after having been in Payments, I now force my team to be extremely careful and check each and every customer's reply. I'd rather get roped in on a complaint where a customer doesn't get a 10 euro Withdrawal than leave the customer with a bad taste in his mouth. Sadly, not all my team do this and I get extremely frustrated by it.

I try to train my agents myself with regards to Slots or different kind of bonuses, I've even asked them to read Trance's Slots thread as there's much to learn there..

Nevertheless, I can assure you that most CS agents do care about the customer, they're just restricted in their options. And sometimes forced by the higher up to stick to a one line answer to "shut the player up politely".
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
Having been a CS agent myself, I feel for the most part agents come in one of two kinds.

The first kind of agent has the job because it's a simple, easy job that often lets you do other things like chatting, watching series or browsing on the side. In those cases, the customer comes second, learning about their own systems and so on definitely comes third. Any time a customer opens chat or the phone rings, "work" is interrupted. "Work" in this example being Netflix or gossip.

The other kind of agent actually cares about the systems, the games, and somewhat the customers. In those cases, when a customer for example isn't getting his or her withdrawal, the agent is extremely limited in options. If the customer refuses to give required documents there is not a single thing the agent can do but request them again. If the payment department doesn't want to do something, is closed, doesn't have a reply as to why something happened, the agent is as frustrated as the customer, knowing that the issue is out of the agents' hands, but bad feedback will still be directed at the agent directly.

While it's probably futile in most cases, asking for a manager might help if you feel a CS agent is in the wrong. Another point is that in most cases, gamblers so caring about their gambling they spend time on forums like this, probably know more than the average customer support agent. New agents are hired all the time because the knowledgeable ones gets promoted to other roles. This means most of your agents will be green and won't know the difference between a sticky or parachute bonus, or which game would be good alternatives when a customer is tired of Starburst and wants to try something new.

i understand your points, ive worked a few CS positions in my time, online and phone communication etc and know that it can be challenging to get everything correct.
but, i can imagine this scenario being a fairly regular occurrence for CS staff, repeatedly dealing with the same customers, and new customers caught in similar situations, customers who do not have the pleasure of referring to information that is available on sites such as this. i can't see, assuming customers must surely fairly regularly contact the CS over this reoccurring mess, how a CS agent can then continue to inform the next customer in the same situation, with the same incorect information, unless the average job contract is is for 2 weeks.

it's very convenient for people to pass the buck onto staff members when a huge error is made, especially when it doesn't make much sense for a lower levelstaff member to go out and make ceartin decisions on behalf of the company , just ask BTG ;)
 
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