Royal Panda Casino - プレイヤーの撤退が遅れています。

I processed a withdrawal 30 days ago. The casino claims I received the money. I have sent proof that I did not receive it. And they have taken more than 2 weeks to let me know what's happening. All they say is that someone is looking into it. This is my worst experience by far with an online casino. Very disheartening and disappointing. All I want is the money. Its not a huge amount. Why would they let me sit for 30 days now without a call or some kind of personal email regarding my case. All I get is system generated replies.

Dear Angela,

Thank you for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have opted for and if it were your first withdrawal in this casino? Have you received any tracking number for the transaction?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"I have done everything. Yes I have withdrawn from the casino before. And this particular withdrawal was to a CC which my bank never received. 

What exactly are you going to do? 

I wanted to make a complaint. But what does your company actually do?"

Thank you, Angela, for your reply. We will try to help you to resolve this problem. Could you please advise if you have received any transaction tracking number from the casino? It would help your bank to investigate.

Dear Angela,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.