Royal Panda Casino - Player's self-exclusion has not been honored by the sister website.

Hi there,

I am writing to bring to your attention a matter of utmost urgency and seriousness that concerns my experience with your online casino, Royal Panda, which I believe constitutes a breach of the self-exclusion terms and agreements outlined by your group of companies, which includes Leo Vegas.

I had previously enacted a self-exclusion request with Leo Vegas, fully expecting this to extend across all associated platforms within the group, in accordance with your publicly stated policies and terms of service. The understanding and assurance were that this self-exclusion would be applied universally to prevent any further gambling activities on my part across your network of services, as a measure to safeguard against compulsive gambling behaviors. 

 Regrettably, I discovered that I was able to register and gamble on Royal Panda, a sister company of Leo Vegas, without any hindrance or the self-exclusion being recognized or enforced. Over the course of a month, this oversight has led me to spend tens of thousands of dollars, an action that goes directly against the intentions and spirit of the self-exclusion policy I had put in place for my protection. 

Given these circumstances, where the safeguard meant to prevent exactly this kind of situation failed due to what appears to be an oversight or a flaw in the enforcement of your group’s self-exclusion policies, I am requesting a full refund of the money I have spent during this period on Royal Panda. 

I believe this request is reasonable and just, considering the breach of the terms of service and the spirit of the responsible gaming practices your group professes to uphold. It was on the understanding that these policies were in place and would be enforced that I felt secure in my decision to self-exclude with Leo Vegas initially. 

I am hoping for a swift resolution to this matter and for the refund to be processed at your earliest convenience. I would also urge you to investigate how this breach of policy occurred to prevent such incidents from happening in the future to myself or others who have sought to self-exclude from gambling activities across your platforms. 

Leo Vegas Self Exclusion placed 2021

Royal Panda account created 2019

Please refer to term and conditions 14.11.

Dear Nikala, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to LeoVegas Casino, as well as their reply? My email address is veronika.l@casino.guru. 

Could you please tell me when you last accessed your profile and deposited money into your Royal Panda Casino account?

Thank you very much in advance. 

Best regards, 

Veronika

Hi Veronica,

Just to be super clear, I’m referring to a self exclusion and not just an account closure.

As I sent an email today to Royal Panda, they have now put the lock on my account. Please note that I have never self excluded from Royal Panda. I only self excluded at Leo Vegas but the expectation was that my Royal Panda account that I had at the time, would be self excluded. That did not happen.

let me know if you need any further screenshots.

thanks

Thank you for your email. Could you please send me the full transcription of your conversation with Leo Vegas support, in which the agent told you that your LeoVegas account did not have any other accounts linked?

hi,

In the email I sent the attachments where they say this.

thanks

Nicola

Dear Nikala,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, the casino has rejected to discuss the case with Casino.Guru team, and we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (complaints@ecogra.org or https://ecogra.org) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submitting a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know how the ADR or MGA responded (veronika.l@casino.guru).

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

Best regards,

Veronika

Casino Guru