Royal Panda Casino - Hráč má potíže s dokončením ověření účtu.

I had made a withdrawal request maybe on Aug 21/22,2021 and decided to knock on the 24th when I saw no movement. I have been playing here for +3 years here and my experience has been really good ( barring the fact that I had to get my account verified twice, the second time was after they settled a standing issue with VISA). Also, I had deposited via different methods but had withdrawn only to my bank account (after this option was enabled).

On Aug 24 I was asked to get my account verified anew and when I took a stand the chat executive told me to withdraw only with Astropay (my deposit mode). A few minutes later I saw an email asking me to submit my docs anew ! Since then I have been emailing them till yesterday with no response! Also, they have restricted my account totally and I am unable to login. I even asked them to close my account and transfer the amount to my bank account !

I will be able to show all emails if required.

Is there any possibility of helping me out ?

(NOTE: I AM A MALE BUT THE GENDER SELECTION IS STUCK ON THE 3RD OPTION)

Dear sanyalrobin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Best regards,

Petronela

Hi Petronela,

Thank you for connecting.

To answer your question, I already have sent all my documents and they have verified the following:-

1) Identity

2) Payment Accounts

3) Prood of Address

4) Proof of income

All of the above were done long back !

About a little more than a year ago RP was having a certain issue with VISA. After all that got resolved they asked me to get my account re-verified !

When I took a stand they politely requested me to do it just one more time. I understood that there was some goof up related to VISA and that is why it took a months to resolve the issue and the re-verification was due to that ( I was using a VISA debit card for deposits).

I shared my documents again as asked and it was all done.

Now they are asking me to do it AGAIN , for the third time !!!

Hope I have been able to explain properly.

Regards,

Robin

(NOTE: I have access to my gaming account now)

Hi,

My dispute with Royal Panda has been resolved.

Thank you for the kind assistance.

Regards

Robin

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Robin, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru