So it's been almost a month since I've been dealing with this issue (since Feb-18), and everything started out like this. I found out about Royal Panda looking at other casino websites and I wanted to play in this site, I first tried cashing in with my debit card but it wasn't successful, so I asked for help directly with Royal Panda, and they told me that maybe I should use another payment method, so I did, I found out they manage ToditoCash payments which is a e-wallet site system made to purchase stuff online and use it for gambling sites. I got my first ToditoCash card and made 3 deposits, in total I made deposits for $2,200 MXN (pictures attached) and I tried getting $100 USD in Royal Panda, after the first attempt, Royal Panda showed a failed transaction but I got charged with the equivalent amount in my account which was $2,079. After finding out about this issue, I immediately contacted Royal Panda again to let them know and after like a week, they told me that they never received the funds and they couldn't trace them.
They also told me to let this issue know to my "bank" account, which is ToditoCash, and I did, I told them about the issue and they gave me a transaction number. They made themselves really clear telling me that once a transaction it's successful, their system gives them a number of transaction, if the transaction failed for any reason, I would get my money back and no transaction number would be thrown out.
ToditoCash is not really responsible for issues like this and they cannot give me a refund because their system still shows a successful transaction, and the only thing I could do was talk to Royal Panda again.
And I did, I gave them all the proof necessary and the documents they asked me for but yet they kept telling me the same thing, that should contact my bank/ToditoCash, so now it's a back and forth situation, but Todito cannot do anything else because for them, the transaction was, is and it is still showing a successful status, Also, they even made an investigation to see if it was possible to locate my funds and they gave me the same response for like 3 times already, the payments provider of Royal Panda has got my funds, so it now brings me up a question, is Royal Panda telling the truth? I'm kinda having second thoughts about their responses and I don't know if I should believe that their payments provider doesn't have the funds because it's still showing a successful status and in my ToditoCash account shows the details of the transaction (pictures attached).
I'm slowly feeling more and more desperate about getting at least a refund or the USD I paid for. Even after the investigation ToditoCash made, I cannot believe Royal Panda is not able to trace them or at least give me an estimated timeframe to when this issue will get resolved.
So it all comes down to this, ToditoCash cannot refund me because the transaction was successful and for them there's no issue but on the other end which is Royal Panda they seem like they never received the money and they also cannot give me a refund or the product I paid for, and they're constantly telling me to put in touch with each other, but I'm kinda taking the ToditoCash side because it is still showing a transaction made and there's no response from Royal Panda about it
Hopefully I can be heard and have someone to help me in this situation, I was not planning to make a complaint but I don't know what else to do, I feel like I got robbed.
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