Fortune Panda Casino - Player’s bonus winnings have been confiscated.

I played in casino a couple of time and everything was fine but last time I played in 2020 casino removed my win and returned me my deposit amount. This was the explanation from casino- Please note, upon checking your recent gameplay, we have concluded your gaming pattern does not fall into a category of genuine recreation players, therefore we have to act in compliance with our Bonus Terms and Conditions.

I want to know if casino was really eligible to remove my win.

Dear Folis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus offer you have redeemed and accumulated your winnings with? Could you please forward the bonus link, any relevant communication and your game history? My email address is petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with the case. Thank you very much in advance for your reply.

Best regards,

Petronela

It was Wager Free Saturday bonus. I sent the email from casino to your address. Unfortunately I don't know how I can get the game history. Could not find it in casino.

Thank you very much, Folis, for the forwarded email. could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you tried requesting your game history from the casino directly?

I played Avalon. I have just sent an email to casino requesting the game history and I will forward it to you if I get it.

Thank you, Folis, for your reply. I will set the timer for 5 days and if there's no development by Wednesday next week, we will intervene.

I received the reply from casino. Unfortunately they don't store any game logs from 2020 anymore.

Thank you very much, Folis, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Folis.

I am afraid that without game logs we cannot prove anything. However, we do not think that term about recreational players is fair at all. It is simple - who decide who is the recreational player and who is not - and where are the criteria?

I would like to invite the casino representative into the case. Please if it is possible, could you explain to us what was the reason to believe that Folis is not a recreational player?

We would like to ask the Fortune Panda Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I am very sorry, Folis, the casino is non-responsive.

We are closing this complaint as unresolved.