The player's self exclusion failed as he was able to open an account in a sister casino. The complaint was closed as the player stopped responding.
Royal Panda Casino - The player's self exclusion failed.
Amount: €1,440
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, I requested a permanent game ban for myself at the end of 2020 on the LeoVegas casino page. My understanding is that this ban should then apply to all LeoVegas group/sister casinos. However, I have been able to play expekt/Royal Panda normally, even though I have a gaming problem. I asked their customer service for a deposit refund to no avail. I have been able to and can still log in to Expekt and Royal Panda.
According to MGA regulations I should get my deposit back. So could you kindly help me.
Automatic translation:
Public
Public
1 year ago
Hello Ntaba,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Panda Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise how long have you been registered in Royal Panda Casino? For what period did you request your self exclusion in LeoVegas? Was your account ever verified in Royal Panda?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hi Nick!
Thank you for your answer.
I registered for Royal Panda on July 2, 2022, my account has not been verified yet.
The account with LeoVegas has been closed forever since October 31, 2020.
Automatic translation:
Public
Public
1 year ago
Can you please forward your self exclusion request and the confirmation from LeoVegas regarding your exclusion to nikolas.b@casino.guru?
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