Royal Panda Self Exclusion
- Royal Panda Self Exclusion Act
- Royal Panda Self Exclusion
- Royal Panda Self Exclusion Form
- Royal Panda Self Exclusion Policy
Ruling
Claim 100% first deposit bonus up to £100 at Royal Panda!18+, first deposit only, T&Cs apply. Casino bonus: min. Bonus/free spins winnings wagering Self Exclusion To One Indian Casinos In Los Angeles requirement: x35. The casino vouches for its players a supportive environment to play it safe, restrict playing time frames, provides timeouts and self-exclusion along with a dedicated line of service to anyone who has edged out of the safe gaming zone. Licenses and accreditation. The casino is operated by Royal Panda Limited, a company based in Malta.
Resolved - A switch in applicable license created a Responsible Gambling loophole which the player fell through. Royal Panda have returned funds.
Read our Royal Panda Casino Review.
Player's Complaint
I selfexcluded my self on 13/07/14 I asked the please selfexcluded me forever. On 09of may 2017 I was tempted to ask if I could reopened my account because I forgot I was selfexcluded forever but then I decline however they still sent me an email in order to reopen and they did reopened my permanently selfexcluded account I have sent the attachment your email. Thank you
9 Responses
Hi janetteperu - welcome to ThePOGG.com!
I'll contact Royal Panda and see what we can find out for you.
If you are experiencing difficulties controlling your gambling I would strongly recommend reviewing our Responsible Gambling resource where you'll find an array of tools to help you restrict your access to online gambling operations and various agencies that can assist you.
Thanks,
ThePOGG
Hi janetteperu,
I've had a long conversation with Royal Panda regarding this issue. Before we can move the conversation any further forward the operator requires that they have direct permission from yourself to discuss your account. This is required to ensure compliance with the Data Protection Act. When you email your consent I would appreciate it if you could CC [email protected] so we can confirm receipt of the permission email.
Once Royal Panda have that I'll revert to you with the information discussed.
Thanks,
ThePOGG
Royal Panda Self Exclusion Act
I have lots of email that they send me where is proof that they knew that I was permanently selfexclusion. Wheere can send it to please/
I have also the chat transcript where I told the Royal panda customer service to please ignore my request to reopen however they open my account this more dangerous because they knew I was permanently selfexcluded they pray on me
Hi janetteperu,
Firstly apologies that this has taken so long, but your complaint was particularly complex and involved multiple regulatory agencies.
When you initially self-excluded this was before the UKGC license came into place. As such your exclusion would have been managed under the Malta Gaming Authority license.
The MGA do not require operators to close accounts for any pre-determined length of time. In short, if you request and exclusions the operator has to close your account, but if you ask to re-open your account the operator can do this at any time as long as they provide a 7 day cooling off period.
In the intervening time the UKGC license came into play. The UKGC license does require operators to keep accounts closed for the pre-defined duration as agreed with the player, but after this will allow the operator to re-open the account on request as long as they provide a 24h cooling off period.
The situation with relation to your account is that as a UK player Royal Panda recognised that you have an exclusion request and transferred you over to the UKGC regulations using the standard 6 months exclusion, which allows you to re-open your account any time after the 6 months have elapsed as long as you're given a 24h cooling off period.
There are some problems with this approach. Royal Panda have taken a reasonable approach to the mass management of accounts under the change of license. However, under the UK license your use of the word 'permanent' should have been interpreted as 'maximum length' which would have been 5 years. Without individual review of all accounts something like that would not have been picked up. If we look at the MGA license instead, Royal Panda should have provided a 7 day cooling off period after the request instead of the 24h which was upheld. Viewed individually the account shouldn't have been re-opened under either license, it is only be the amalgamation of both licenses that a situation could be reached that would have allowed for the re-opening of your account.
Given the situation Royal Panda have agreed that while they have made every effort to ensure that vulnerable players were protected, this situation has created an issue where you were allowed to re-open your when you shouldn't have been. As such they've already processed a refund of $375 to your card and that should show in your account over the next few days.
Thanks for your patience and I'd appreciate it if you could let us know when you receive your funds.
ThePOGG
Hi I file a complaint to veraJohn , exactly the same scenario before this complaint, but you rejected, could you please help me now .With Vera John I was selfexcluded permanently however they were keeping sending me advertisement I closed it on 30/10/15 but the let me reopen in 20/04/2017 I have proven written I was selfexcluded permanently. Can I please submit my complaint through you now based on the ruling of Royal panda please On April I lost my child she died and due to bereavement I played in this 2 casinos vera John and Royal panda since I have not play but is not fair that they pray on me . Could you please help me again
Hi janetteperu,
I've looked back to your previous complaint. At the time you submitted your complaint we were functioning as an ADR for the UKGC. Part of that role required us to reject complaints related to self-exclusions. As we are no longer functioning as an ADR for the UKGC we are no longer beholden to that restriction. I've re-opened your case against Vera&John and will contact the operator.
Royal Panda Self Exclusion
Thanks,
ThePOGG
Royal Panda Self Exclusion Form
Royal Panda Self Exclusion Policy
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