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Complaints and disputes procedure

At Royal Panda, our aim is to ensure our players always have a royal good time when playing at our casino. To this end, Royal Panda strives to offer its players high-quality customer service which will answer enquiries and resolve issues quickly and efficiently.

In the event that you are unhappy with the quality of service you have received at Royal Panda, or any of the games we offer, we kindly ask that you notify our customer service department as soon as possible, and no later than one calendar month after the incident has occurred.

You can contact our customer service department via:

When submitting your complaint or dispute to Royal Panda, please provide as much detail as possible. In any event, we ask that you include the following:

  • Your username
  • The name of the game you were playing (if applicable)
  • The time and date of the incident (insofar as possible)

Once your complaint/dispute has been submitted, the matter will be investigated by Royal Panda’s customer service department. Once this has been concluded, a decision on your complaint/dispute shall be taken, and communicated to you. We will notify you in writing within 10 working days of receipt of your written complaint, of the outcome of our investigation. If, in exceptional circumstances we are unable to provide a full response within that time, we will provide a further estimate of when you can expect a full response. If you wish to appeal the decision, you may request that it be reviewed by the management of the customer service department within one week.

If you do not agree with the decision taken by the management, players may lodge a complaint with eCOGRA which has been appointed as Royal Panda’s Alternative Dispute Resolution (ADR) entity. Please see clause 13.4 of Royal Panda’s terms and conditions for further information.

If there’s anything you’d like to raise with us, or would like our assistance with, please don’t hesitate to let us know. Our professional, friendly customer service team is always happy to help.