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Hi mamamir - welcome to ThePOGG.com!

Were you playing at, around or after 2023-02-03 08.43.41?

Thanks,

ThePOGG

What do you mean sorry confusing question?

Hi mamamir,

The funds were recredited to your account at 08:43:41 on the 3rd of February. The most likely explanation is that you have played with these funds without realising that is what you were doing. Were you playing on the 3rd of February? Did you play after this point?

Thanks,

ThePOGG

I won $400 on the 2nd of feb and tried to withdrawal in the meantime i was waiting for conformation/processing and i continued playjng with what was left over not sure the exact total and then i won another $400 about 2 hours later and i tried to withdrawal that and left it at that. I believe it was not until the next morning that i realized that both withdrawals were denied and that is when i immediately informed customer support because the money was not returned. I know i did not play the $800 because it was pending/denied. I did however try withdrawalng the $374 i had left but cancelled and decided to just withdrawal $300 and leave $74 just to see if maybe they were not returning my money or maybe it was something in between their system and my bank. That is when i had to do the verification process which took about a day and it just got quite frusrtating and confusing from there on out.

My apologies not the 2nd the 3dd of feb. 2 separate 400$ winnings. Both were denied but not credited back to my account. I had 374$ in my account wanted to leave it in account to plan more however decided to withdrawal 300$ and just leave 74$. Played with $74 as i waited for the $80] and spoke with customer support for probably a week afterwards to find out what was going on. I did not get the $800 credited back to my account i am 100% certain of this.

Hi mamamir,

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"I won $400 on the 2nd of feb and tried to withdrawal in the meantime i was waiting for conformation/processing and i continued playjng with what was left over not sure the exact total and then i won another $400 about 2 hours later"</blockquote>

Based on the above description, it is almost certain that you your "win" of $400, which matches the withdrawal you placed, was in fact the first withdrawal being returned to your account, causing a jump in your balance, rather than an in game win.

We will reach out to the operator to get a full and complete picture, but I need to be clear that i) Royal Panda have historically been non-cooperative with this service and ii) my expectations at this point would be that this issue more likely relates to the missing withdrawals having been returned to your account without you realising that was what had happened and having been played inadvertently rather than these withdrawals actually being missing.

Thanks,

ThePOGG

Ill reply with more details shortly.  Going to look more into this.. i believe in fact that i am missing $800 that was not paid to me or credidted back into my casino account. And i won $800 altogether. 2 seperate $400 withdrawals. Its not much money but when you dont have much money to begin with you keep track am i wrong?

Date – 30/04/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 07/05/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Great news thank you. I apologize for not responding sooner. I do not have wifi at our new home yet however its in the progress of getting connected. Please let me know as i have more documents as well as the data request and games and amounts played as well as all emails and conversations ive had to try and rectify this issue.

Date – 16/05/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 23/05/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Himamamir,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operator’s ADR, eCOGRA. 

Sorry we could not be of further help.

ThePOGG

Thank you for your time. I appreciate the effort.

Hi mamamir,

Royal Panda have got back in contact with us to resolve historic complaint issues. They've provided the records that we requested. Sadly they do evidence what I suspected.

On the 03/02/2023 at 03:39:34 server time your balance was $535.18 and placed a withdrawal of $400 which took your balance down to $135.18.

You continued gambling and at 05:34:42 your balance was $338.45. Your withdrawal was cancelled due to a need to complete verification requirements and your balance increased to $738.45.

At 07:45:46 placed a second withdrawal of $400. 

You continued playing at 08::35:26 your balance dropped to $1.99.

At 08:43:41 your second withdrawal was cancelled and your balance moved to $401.99.

After this you proceeded to gamble your balance down to zero.

Sorry we could not be of further help.

ThePOGG

The contested withdrawal were returned to the players account and were subsequently played down. There's no grounds for refund of losses in this case.

Hi there. I have had an ongoing issue with Royal Panda and the funds that I should have received. I was unaware of how to deal with a situation like this and I am hoping this is the correct way to go about it.
 
 On February 2.2023 I made a $30 deposit with a $50 visa gift card. I tried making two separate $400 withdrawals equaling $800. However, both were denied by the provider, I immediately contacted live chat customer support made them aware of my issue but no real reason as to why they were denied and not returned back into my account. The verification process was successful there were no problems. I have spoken to several customer service representatives however, everyone I spoke to seemed to have a different variation of what was going on. I was told that the two $400 withdrawals that were denied were credited back into my account and played. However, that could not be possible as I did not have any funds at the time to play with. A customer service representative reassured me that he did credit my account the $800, and they would process the funds and I'd be able to withdrawal it I have attached the chat transcript below for this conversation. I immediately contacted customer support again and made them aware of what I felt was a possible software glitch or miscalculation and I requested to have my data sent to me, which they complied with. However, the files only showed a small portion of the games I played with both my leovegas account as well as my royal panda account which got me a bit confused. I've asked for confirmation of the two separate $400 withdrawals being credited back into my account which they have failed to show me. I received a screenshot through an email from a customer support representative and that showed me absolutely nothing she also sent me a screenshot of a photo that was not meant for me. I was a bit concerned at how unprofessional this was becoming. All I'd like is for the $800 to be returned to me. I have proof of all relevant conversations/emails/screenshots and all verification requests and approvals as well as any bank history or game history needed. I'm just at a loss I appreciate any help over this matter thank you for your time and consideration. [EDIT]
 
 (Below is a relevant chat transcript I had with one of royal panda's customer support in which he acknowledges the two separate $400 withdrawals being denied he also says that he credits the $800 back into my account which he did not.)
 
 Chat Transcript with [EDIT]
 
 Chat started on 06 Feb 2023, 09:53 AM (GMT 0)
 (09:53:30) *** [EDIT] joined the chat ***
 (09:53:31) [EDIT]
 Can we proceed with my withdrawls please all my documents have been approved
 (09:53:32) *** [EDIT] joined the chat ***
 (09:53:32) Customer Support
 Welcome to our LiveChat! Should you be able to, kindly login before the chat. If this is not possible, please do not write any personal details without being asked for them specifically so that we can assist you in a quick and secure way. We look forward to chatting with you shortly.
 (09:53:38) [EDIT]
 Hello [EDIT] Welcome to Live Chat. My name is [EDIT] and I will be assisting you today!
 (09:54:59) [EDIT]
 Great i have 3 withdrawls pending last peraon i spoke with pedro about 25 minutes ago let me know once documents have been approved we can process the withdrawls so here we are approved and now need to process my 3 withdrawls 2 $400 and 1 $300
 (09:55:10) [EDIT]
 I am more than happy to help you today, I will just need to take a look into your account first. Do you mind waiting while I do so?
 (09:55:23) [EDIT]
 Of course
 (09:58:19) [EDIT]
 I apologize for the wait, the relevant department is currently checking accordingly.
 (10:00:10) [EDIT]
 [EDIT] are you still here please?
 (10:00:42) [EDIT]
 Unfortunately you are uploading card xxx4597 but we need xxx2440
 (10:01:02) [EDIT]
 I will send you another link and once you uploaded let me know so i will escalate it immediately :)
 (10:01:06) [EDIT]
 [EDIT]
 (10:01:13) [EDIT]
 Credit/Debit card All four corners of the card, your name and the expiry date must be visible as well as the numbers. Our system will block any numbers not needed for your safety.
 When you are uploading the card, the digits on the front and backside of the card are automatically covered by the system making sure it cannot be seen by anyone without those digits covered. If you cover the digits yourself, our system will not recognize the card and the automatic cover of the digits cannot take place hence the cards need to be re-uploaded without having any details covered. The reason why the backside of cards is needed is that nowadays some Banks are adding crucial information like a name on the backside of the card and not only on the front of the card.
 (10:01:21) [EDIT]
 Ok
 (10:02:02) [EDIT]
 Please make sure to uplaod the correct card :)
 (10:03:21) [EDIT]
 I just did awaiting process
 (10:03:34) [EDIT]
 Let me escalate this :)
 (10:03:43) [EDIT]
 This is a visa GIFT CARD $50 VISA PREPAID GIFT CARD
 (10:04:56) [EDIT]
 All is done
 (10:05:39) [EDIT]
 Looking into it now :)
 (10:05:45) [EDIT]
 Thank you
 (10:09:27) [EDIT]
 ??
 
 Hi [EDIT], you are uploading the wrong document
 (10:10:42) [EDIT]
 No i uploaded the card and it is being processed
 (10:11:00) [EDIT]
 The visa xxx2440
 (10:11:42) [EDIT]
 I was advised that there arent any documents uploaded
 (10:11:54) [EDIT]
 Nope check again
 (10:11:58) [EDIT]
 I will escalate this once again
 (10:12:03) [EDIT]
 I just revieved an email
 (10:12:15) [EDIT]
 So yes please escalate away
 (10:12:49) [EDIT]
 It does say card payment has been successful
 (10:13:23) [EDIT]
 So please continue with my withdrawls. I have 2 $400 and 1 $300
 (10:13:56) [EDIT]
 yes waiting for an answer :)
 (10:14:27) [EDIT]
 2 $400 were denied because of verification process however now it is all processed and completed i have proof of everything. And i have one $300 withdrawl pending.
 (10:14:48) [EDIT]
 We should have an answer soon
 (10:15:16) [EDIT]
 I have my answer on my end and it has been approved and successful not sure why your end would be any different
 (10:15:56) [EDIT]
 It has been verified and approved
 (10:16:03) [EDIT]
 It is still pending from our end at the moment, there might be some slight delay however waiting for an answer
 (10:16:20) [EDIT]
 It has been approved and confirmed
 (10:16:26) [EDIT]
 Great
 (10:16:32) [EDIT]
 I will now escalate your pending withdrawal :)
 (10:16:43) [EDIT]
 Withdrawls 3 of them
 (10:16:43) [EDIT]
 Your withdrawal has now been approved! This should be into your account in 2-5 working days
 Is there anything else I can assist you with today?
 (10:17:03) [EDIT]
 Okay all 3 withdrawls correct?
 (10:17:10) [EDIT]
 No one
 (10:17:17) [EDIT]
 No i have 3
 (10:17:18) [EDIT]
 the others please withdraw once again
 (10:17:59) [EDIT]
 I have 2 $400 denied because of verification now that is dealt with id like to withdrawl both $400
 (10:18:21) [EDIT]
 can you please withdraw so i can process them [EDIT]?
 (10:18:35) [EDIT]
 How do i go about that
 (10:19:08) [EDIT]
 I need you to do that on your end i cant acess the $800 that was denied from your end?
 (10:19:13) [EDIT]
 So the withdrawls were refunded back to your account
 (10:19:21) [EDIT]
 Oooh ok
 (10:19:30) [EDIT]
 all you need to do is withdraw :)
 (10:19:45) [EDIT]
 The $800?
 (10:19:59) [EDIT]
 yes
 (10:20:08) [EDIT]
 Thank you
 (10:20:39) [EDIT]
 Once you withdraw let me know please
 (10:20:52) [EDIT]
 I dont see the total in my accpunt
 (10:21:21) [EDIT]
 I see the 300 but not the 800$
 (10:21:46) [EDIT]
 Okay it might take some time to be credited in your account [EDIT]
 (10:22:00) [EDIT]
 Ok ill let you know thank you
 (10:22:06) [EDIT]
 You can ask for me
 (10:22:17) [EDIT]
 I will be here :)
 (10:22:30) [EDIT]
 I would appreciate it if you would take a minute and give me some feedback on how you experienced my service today by giving me a thumbs up or down.
 (10:22:31) *** Chat Rating request has been sent. ***
 (10:23:42) *** [EDIT] has rated the chat Good ***
 (10:23:43) *** [EDIT] has commented: First customer support who actually helped me and made things much less stressful for me. I really appreciate people like this. Thank you ***
 (10:24:22) [EDIT]
 Still nothing on my end
 (10:24:41) [EDIT]
 Hoping it doesnt take too long its getting really late here
 (10:24:58) [EDIT]
 Im exhausted been submitting documents for hours now
 (10:25:45) [EDIT]
 I can totally understand [EDIT], it can be stressful however It can take a short while to be credited
 (10:26:43) [EDIT]
 Okay thank you again for all your help i truly appreciate it. Its really going to help my sitation and be able to provide for my family even for a short time
 (10:27:08) [EDIT]
 When it will be credited, please come back on chat and we will look into it immediately
 (10:27:13) [EDIT]
 Thank you for waiting, I appreciate your patience.
 (10:27:23) [EDIT]
 Thank you for contacting us! If there is anything else we can be of help with, please don't hesitate to reach out, and me or my colleagues are more than happy to assist! Have a great day !
 (10:27:43) [EDIT]
 Thanks again
 (10:28:06) [EDIT]
 My pleasure [EDIT], Have a lovely night :)
 (10:29:11) *** [EDIT] left the chat ***
  (This is the most recent conversation I had with royal panda customer support representative and I was told another reason as to why they cannot confirm that they refunded the $800 to my account which I find baffling)
 
 Chat Transcript with [EDIT]
 
 Chat started on 13 Feb 2023, 05:30 PM (GMT 0)
 (05:30:19) *** [EDIT] joined the chat ***
 (05:30:19) [EDIT]
 hi
 (05:30:21) Customer Support
 Welcome to our LiveChat! Should you be able to, kindly login before the chat. If this is not possible, please do not write any personal details without being asked for them specifically so that we can assist you in a quick and secure way. We look forward to chatting with you shortly.
 (05:30:24) *** [EDIT] joined the chat ***
 (05:30:29) [EDIT]
 Good day [EDIT]! My name is [EDIT] and I will be your Support agent today. Is there anything I can help you with please?
 (05:31:17) [EDIT]
 yes please i need confirmation of the 2 $400 withdrawals being credited back into my casino account please
 (05:31:37) [EDIT]
 and id like to know why they were denied on feb.2.2023
 (05:33:18) [EDIT]
 ???
 (05:33:30) [EDIT]
 checking with the team for you now
 (05:33:44) [EDIT]
 thx
 (05:39:42) [EDIT]
 ?
 (05:40:37) [EDIT]
 Thank you for waiting, I appreciate your patience.
 Your withdrawal has now been approved. This should be into your account in 2-5 working days. Is there anything else I can assist you with today?
 (05:41:00) [EDIT]
 my withdrawa;?
 (05:41:12) [EDIT]
 my withdrawal?
 (05:41:18) [EDIT]
 yes :)
 (05:41:27) [EDIT]
 what do you mean?
 (05:42:04) [EDIT]
 ?
 (05:43:05) [EDIT]
 i dont understand&gt;
 (05:43:08) [EDIT]
 ?
 (05:43:18) [EDIT]
 oh sorry , i see them now, checking with the team
 (05:43:29) [EDIT]
 huh
 (05:43:37) [EDIT]
 oh my goodness
 (05:47:52) [EDIT]
 what did you approve i dont get it
 (05:48:09) [EDIT]
 did you read my question?
 (05:48:48) [EDIT]
 yes, i thought the 400s were pending, but they were denied i see, i am just waiting for an answer from the team to see if they returned to your account, apologies
 (05:48:53) [EDIT]
 yes please i need confirmation of the 2 $400 withdrawals being credited back into my casino account please
 (05:49:35) [EDIT]
 they didnt return it to my account and i want to know why and if they say they did i want confirmation pleae
 (05:49:46) [EDIT]
 please
 (05:50:01) [EDIT]
 yes, i see it in the account history but am just waiting for confirmation from the team for you
 (05:50:37) [EDIT]
 confirmation as in the same approved confirmation i received when i withdrew the $300 feb,5,2023
 (05:51:25) [EDIT]
 i got an answer from the team
 (05:51:33) [EDIT]
 yes, they were returned to your account
 (05:51:35) [EDIT]
 account history id like to see what you are seeing because i am looking at it now and i dont see any $400 being put back
 (05:52:06) [EDIT]
 the 2 $400 withdrawals were not returned to my account id like to see conformation please
 (05:52:32) [EDIT]
 i need proof from your end that they were returned please
 (05:52:46) [EDIT]
 i have no recieved them at all
 (05:52:50) [EDIT]
 not
 (05:53:22) [EDIT]
 they were refunded on 2023-02-03 08.43.41 , after which we see you tried to withdraw 374 CAD which was cancelled and then you requested 300 CAD
 (05:53:47) [EDIT]
 they were not refunded [EDIT].
 (05:53:56) [EDIT]
 like i said they were denied but never returned
 (05:54:09) [EDIT]
 i need to see confirmation of those please
 (05:54:45) [EDIT]
 apologies but we are unable to send a confirmation document of that as is on the backend of our system, is there anything else i can assist with?
 (05:54:59) [EDIT]
 wow
 (05:55:20) [EDIT]
 backend of your system
 (05:55:25) [EDIT]
 what are you talking about?
 (05:56:09) [EDIT]
 the payments history of your account is in the backend of the system
 (05:56:22) [EDIT]
 what does that mean
 (05:59:19) [EDIT]
 ?
 (05:59:29) [EDIT]
 the withdrawals being refunded are showing on the backend of the system
 (06:01:51) *** [EDIT] left the chat ***
 

Royal Panda - Money not returned 

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