Royal Panda Casino - Player’s bonus winnings have been cancelled.

Dear Natraj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.royalpanda.com/promotions/terms/ :

"The welcome bonus and bonus balance winnings can only be used on casino games and not on sports betting.

Maximum bet permitted when playing with bonus balance money is €7.00/$7.50."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you’ve accidentally increased your bet, and, as a result, you breached the maximum bet rule.

Could you please forward your game history and any relevant communication to my email address: petronela.k@casino.guru? Please specify which exact bonus you have redeemed and how much was your deposit. Please understand that all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

It is free spin winnings...I won 86 dollars .to en cash I have to wager 86*35 cash bet but I can play with bonus but not accounted for wagering..winnings will be added to bonus with bonus money I had hit the jackpot Divine fortune..without breaching terms and conditions. now I was playing with the same jackpot winnings at this juncture I had bet more than 7.5 dollars which is a breaching but I lost had I won a any winnings of that breach should be forfeited as per the rule 2.9 which I have highlighted ..but unfortunately all my winnings almost 40800$ has been forfeited which includes my jackpot winnings which I won without breaching ..

I will send a detailed email soon..

Dear Natraj,

Thank you very much for forwarding all the relevant screenshots.

I have checked promotional terms and conditions, and this is what I found https://www.royalpanda.com/promotions/terms/#general-terms-and-conditions-for-promotions:

„ Free spins or Royal Spins are exclusively for use with the game(s) stated in the concerning promotion.

A Royal Spin is identical to a free spin in terms of its function, though the initial value is €/$2 or its equivalent in another currency per spin. Royal Spin winnings are subject to the standard 35x wagering requirements with winnings added to player’s bonus balance.

Unless expressly stated otherwise, money won using free spins or Royal Spins will be credited to the player's balance as bonus money for use exclusively with Royal Panda casino games, and thus is subject to Royal Panda’s standard wagering requirement for casino games of 35 times the bonus amount initially received."

If I understood it correctly, you have received 20 Royal Spins (No Deposit required) for Royal Panda Megaways. Could you please specify a date when this promotion has been activated in your account? Thank you very much in advance.

August 6th the same day when I have received I have activated..I have forwarded the mail please find..same day I won jackpot but it credited to bonus balance it is wagered 35 times but not converted into cash.

You have received those 20 Royal Spins for Royal Panda Megaways, but you ended up playing Divine Fortune, correct? 

No initially we have to play megaways I played megaways only...I won 86 dollars in megaways which is bonus balance..we can play all games with spins winnings...

Please

Thank you very much, Natraj, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

PS: In one of your forwarded emails you claimed that you have played Dead or Alive with $4 stakes. Could you please advise a date of this session as I haven’t found it in your game history? 

Sorry I have not played dead or alive I played book of dead..all I breached is 1 spin on roulette more than 7.5 and 2 SPINS on star burst accidentally pushed on max bet…the rule says they void or cancel winnings of that spin how can they void whole jackpot winnings.all I breached is 1 spin on roulette more torry I have not played dead or alive  played book of dead.orry I have not played dead or alive  played book of dead.

Hello Natraj.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I am awaiting will they respond..they have not even a sent mail to me before they canceled my winnings....they did not mention anything to me as per the rules T&C they cannot void my jackpot winnings....hope they reinstate my winnings..Thanks for your support casino guru..I could have seen your site before I started playing online I could have saved from this kind of confusion.....I request all online players read carefully the T&C lot of things will be hidden clauses ..

Sir I have sent detail mail please read the rule carefully..it is very clear that I have not won any amount breaching the rules...to confiscate my whole jackpot winnings

I request the Majesty Royal panda to review my request and consider to reinstate my bonus winnings to wagering....thank you..

Note:My loyalty with you being 4yrs a gold level customer ..hope you give me a chance to reinstate..my winnings of jackpot was without breaching..only 3 bets were breached all that bets I lost after winning jackpot..there is no intentional of fraud or taken advantage of..since I have not won those bets to void as per rule 2 .9

Dear Natraj.

I am very sorry but the casino has rejected to discuss your case with the Casino.Guru team. Therefore, we’re not able to proceed with further investigation.

I recommend you to file an official complaint at the licensing authority of the casino (Malta). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

I will now mark the complaint as 'unresolved'.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru