The player from Brazil is complaining about his winnings being confiscated and the account closed.
Royal Panda Casino - Player’s account has been suspended and the winnings canceled.
Black points: 141
Amount: 13,000 R$
Royal Panda Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
8 months ago
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3 years ago
Translation
I am a casino client for a long time deposit amounting to more than 30 thousand reais and today my account was blocked and my money confiscated ... the casino does not inform the reason for having confiscated my money
Automatic translation:
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3 years ago
Dear isaacgomes3,
Thank you for submitting your complaint. I’m sorry to hear about your problem. Did you accumulate those winnings with a bonus play or your deposits only?
Have you tried asking the casino why your account has been closed? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Hopefully, I will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
House offered me a bonus but I didn't use it because I made withdrawals before the rolover ... so the bonus wasn't used ... the volume of my deposit was higher than the amount that was confiscated by the casino, because the balance that was there was less half the amount deposited because there were losses in games ... I am a long-time customer and have always made withdrawals at the casino so I do not understand the reason for the block and also why they did not return my money since it was there from my deposit and not gaming earnings
Edited
Automatic translation:
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3 years ago
Thank you very much isaacgomes3 for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello isaacgomes3.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Since the casino has rejected to discuss the case with Casino.Guru team, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Isaac.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
