Royal Panda Casino - Player’s requesting a full deposit refund.

On 15-6 I was playing on royalpand. 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 royalpando 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

Dear Minke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their standpoint, but, before we will do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Thank you very much, Minke, for all the forwarded communication. Could you please advise if you have received any confirmation of your successful self-exclusion from the previous casino?

Thank you very much, Minke, for forwarding all the relevant communication. I have checked both casinos' terms and conditions, and this is what I found:

https://help.royalpanda.com/hc/en-be/articles/360020980880-How-do-I-stop-myself-from-gambling-

"Please note: if you request a definite or an indefinite lock, only your account at Royal Panda is closed, your accounts at our sister sites do not automatically close. Therefore, please ensure you visit other operators’ websites to close your accounts with them."

https://www.leovegas.com/en-gb/terms

"Self-exclusion will be applied to all accounts you hold on sites operated by the Group and we encourage users to extend their self-exclusion to any gambling accounts you may hold with other operators. You may also wish to consider registering with GAMSTOP to restrict your online gambling activities."

"During the period of self-exclusion we will take all reasonable steps to prevent the opening of any new accounts on sites operated by the Group. However, having implemented all reasonable checks and safeguards to ensure that whilst you are self-excluded you cannot use or open an account we shall not be liable for any losses you or any third party may suffer if you circumvent our self-exclusion procedures and continue to use the Services during a period of self-exclusion or if you continue to gamble with any third party. You must inform us as soon as you become aware of any errors in respect your self-exclusion or of any player protection mechanisms we make available to you."

If I understood correctly from the forwarded communication, you have self-excluded yourself permanently from the LeoVegas Casino on the 8th of June 2021 (please see below live chat transcript).

I understand your concern checking the terms and conditions of the LeoVegas Casino "Self-exclusion will be applied to all accounts you hold on sites operated by the Group" but please understand that it means all the active accounts and that time will be self-excluded. However, it doesn't apply to newly opened accounts after the self-exclusion has been made. If you haven't requested a self-exclusion from the Royal Panda Casino directly, I'm afraid, we can't help you. Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Additional comments from the player:

"I think you misunderstand.

I did not open a New account at royal panda. I already had a account before SE myself on LV.

I just did not know they were sister sites.

So at the time i SE on LV i already had a account on RP months or yeae before

There for all accounts would be closed in group when I SE myself on LV.

Pls dont close complaint. Ive also still not got the refund of my remaining funds.

Greets

Minke U***"

Thank you very much, Minke, for your reply. I’m afraid we’ve reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint against MGA-licensed Online Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed and if you need any assistance when filing an official complaint. Thank you for your understanding. 

Thank you very much, Minke, for your reply. I will close this complaint as "Waiting for Regulator Decision" and ask you kindly to let me know about any developments. My email address is petronela.k@casino.guru and I will be waiting for an update patiently. I wish you best of luck and apologize once again that we were not able to help you more with this case.

The complaint has been closed as "Waiting for Regulator Decision" since casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Dear Mi85,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at petronela.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Petronela

Player's additional comments:

Hello, no there are no updates what so ever, they Just said they wont do anything about it. 

Dear Mi85,

Thank you very much for getting back to us. Can you please share any relevant communication that provides evidence of your contact with the Licensing Authority, as advised?

Hello, i didnt hear anything. Never saw any money or agreement.

Its been 2 yours ago and send everything i had two years ago to you. So hopefully thats enough to try it again. And i can allso recieve my money after all

Certainly, we did receive relevant communication from you in the past, and during that time, we recommended that you contact the Licensing Authority. Could you please provide any supporting evidence or documentation to demonstrate that you followed our advice and indeed reached out to the Licensing Authority?

Dear Mi85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.