Fat Panda Casino - A conta do jogador foi suspensa devido a acusações de fraude.

I registered an account and deposited 100 euro. I received their welcome bonus, 100%.

I played slots and won 1250 euro ( I do not know the exact number because they disabled my account after trying to withdraw the money).

They sent me an email saying "I would like to inform you that we suspended your account due to violation of our T&Cs Paragraph 

13. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY

We will consider further measures."

I tried to contact their customer support but received the same generic reply and they instantly closed the chat without further notice.

Dear jolesaob,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fat Panda Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise exactly was your account blocked?

Have you completed KYC verification in the casino, or have you submitted any documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Yes, my account has been suspended by the casino.

No the KYC verification was never completed. I do not recall if I submitted the documents directly on the website due to the fact that they instantly suspended my account when I tried to withdraw my funds.

Thank you very much, jolesaob, for providing the necessary information. I will now transfer your complaint to my colleague MIchal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jolesaob,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Fat Panda Casino to join the conversation.

Dear Fat Panda Casino,

Can you please provide more information on why the player's account has been suspended? What and how, if any, of your rules has the player broken?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you, we want to assure you that your report has been taken under serious consideration. Upon investigating, we identified the player in question exhibiting fraudulent activities. While we are unable to disclose every detection detail, we can inform you that there were several red flags that led to our decision. These include the creation of multiple accounts from an identical IP range, the use of the same browser ID, and a pattern of depositing and withdrawing exclusively via the same cryptocurrency (Litecoin). It is these and other factors that made the suspension of the user account necessary.

Dear Player,

To facilitate the resolution of your case, we kindly request your cooperation in completing the required KYC process. In order to proceed, please present yourself with your passport during a video call.

To ensure a seamless and efficient process, we suggest the call between 8:00 AM - 2:00 PM CET in the next 7 days. Your prompt confirmation of the preferred time slot is crucial. Kindly respond as soon as possible with your availability. Please note that if we do not receive any response or confirmation from you within 7 days, we will close the case.

For any questions or to confirm your availability, please reply to this thread.

Best Regards,

FatPanda Support

Hello, like most people I have a job. So that time frame is often not good. But I will try my best to make it happen. What do you need and how do we do the video call, Google Meet?

Dear Player,

Thank you for your prompt response. We greatly appreciate it. We want to assure you that we are flexible with the meeting time, so please feel free to let us know your preferred schedule. Additionally, we are open to conducting the meeting either through Skype or via Google Meet, depending on your convenience.

Best Regards,

FatPanda Support

Is it possible to make the video call after 4:00 PM CET the next 7 days?

Dear All,

I'm glad we could find a way how to help the player to finish their verification. I have my fingers crossed that you will find a suitable time to undergo the verification call and that it will be successful.

Dear Fat Panda Casino,

As the player responded, is it possible to make the video call after 4:00 PM CET?

We are happy to let you know, that the player finished the verification process successfully. The account is unlocked.

That is great news, Fat Panda Casino.

Dear jolesaob, I am glad we could find a compromise with the Fat Panda Casino team to accommodate you. Please let me know when you receive your winnings so we can consider your complaint resolved.

I am able to log in my account again.

FatPanda asked me to upload the following document to my account and let them know when done:

A selfie with your passport and a sheet of paper with the statement "Hi FatPandaCasino, current date and registration e-mail".

I did and let them know that I have done so. They unfortunately failed to inform that they already verified the document. So now I asked for a withdrawal through my account. Luckily I have a Mifinity account, because they do not accept cryptocurrency withdrawal.

I will let you know once I have successfully received my winnings.

Thank you for the update, jolesaob.

I have my fingers crossed you will receive your withdrawal shortly.

Please let me know when you successfully receive your winnings so we can consider your complaint resolved.

Still nothing from FatPanda Casino.

Please ask FatPanda to reply here. I have not been given a respond after I did there request and let them know when done.

I thought everything was fine after the video call with them. Is there anything else they need?

Dear all,

The withdrawal request is already on process and being handled by our accounting team. We have activated the user's account and validated the provided KYC Documents. Rest assured that this will be processed successfully.

Thank you.

 I have successfully received my winnings.

Great news, jolesaob. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru