Complaint status
Very unresponsive and unprofessional Customer Support.
Complaint History
VICTIM submitted a complaint.
Roxy Palace Casino responded.
Roxy Palace Casino responded.
VICTIM responded.
Closed due to inactivity of Roxy Palace Casino.
Roxy and Splendido - Are the shame
I deposited for a 6 month and over period, into SPLENDIDO CASINO [approx. $3000 usd] and when i wanted to make my first withdrawal [$1000 approx] my account was LOCKED.
When I asked WHY, customer support said that there was a dispute with my bank for $123 with ROXY PALACE and i must ask my bank to cancel proceedings [note this was in 2008]. I was doubled debited and that the bank has pursue on there own. I also said take the $123 off and give me the balance BUT STILL -NO-. I then informed Ecogra and after a week, Mr Tex Rees says due to the cash back and my abusive nature the Lock, would stand.
OF COURSE I WAS ABUSIVE [I HAVE BEEN ROBBED AND WHY WAIT TILL I WITHDRAW AND TAKE ALL MY DEPOSITS, AND FURTHER MORE WITH A DIFFERENT COMPANY [ROXY].
CAN ANY ONE HELP PLEASE,
The VICTIM
Hi there,
Thanks for posting and bringing this issue to our attention. The head of our Accounts and Customer Service Department are investigating this matter thoroughly. Please rest assured that we will get in contact with the player to resolve this matter.
If there is anything else, please don’t hesitate to contact either myself or a member of our Customer Support Team.
Best Regards
Esra
Hi there,
After liaising with our Customer Service Team I have been informed that the amounts quoted are incorrect. We have no record of double debits, we only received the chargebacks for his account, and all the details which he registered on Roxy were different to those registered on Casino Splendido. And whilst we were trying to find a solution for this matter he became abusive, and we don’t tolerate abusiveness.
The player deposited AUD574 on his Casino Splendido account NOT $3000.00 as he has stated and his withdrawal was $600 NOT $1000. Due to the chargeback his account WILL remain locked, and we don’t take lightly to abusiveness. We only took his deposits because he had registered a different name and address on the two brands and only at withdrawal were we able to identify that he was the same person.
I believe our Customer Service Manager has also mailed the player personally and will keep you informed of the situation’s progression and should you have any other comments or queries, please feel free to discuss them with her.
Best Regards
ROXY WHY NOT DISCLOSE WHAT I HAVE SPENT ON YOUR SITE AS WELL. FURTHERMORE YOUR EXCUSES OVER $123 CHARGE BACK MAKE YOUR COMPANY LOOK CHEAP . I HAVE FOUR CHILDREN AND AM NOT A INTERNATIONAL COMPANY LIKE YOUR SELF .JUST PAY ME THE BALANCE PLUS WHAT I HAD IN SPLENDIDO ASWELL AND YOU WONT HEAR FROM ME AGAIN. PUBLIC BEWARE OF THIS SITE ,ROXY OWNS MANY AFFILIATES WHICH ARE ALL LINKED TO ONES MANS GREED.
REGARDS,
THE LOSER, Victim.......
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You clearly have much to learn about common etiquette as it relates to being endlessly polite when being told your money is being stolen from you.
How rude of you to react with verbal abuse. However do you sleep at night? Do you even think about how the poor thieves must feel? They probably already feel bad about stealing your money. And you go yell at them, on top of that? Perhaps even use rude words in chat? ugh.
You should have a good, hard look at yourself in the mirror. And ask yourself if verbal abuse is really a proportionate response to blatant theft of your $. hmm?
Hi Scuter, this is VICTIM here. Firstly thankyou for your information it will be helpful in the future. Lastly ROXY support did contact me via email notifying me that the LOCK will stand. REASON`-the exact same bull as before highlighting the ABUSE i gave verbally on the chat to them as a key reason.GEE i only started the abuse when i knew this BULL was going on. They say i was incorrect with my deposit amounts BUT THEY HAVENT INCLUDED MY ROXY DEPOSITS EITHER. THESE THIEVES HAVE TO BE STOPPED. ANY ONE PLEASE, FBI CIA INTERPOL, PLEASE HELP
scuter said:
Hi there,
Thanks for posting and bringing this issue to our attention. The head of our Accounts and Customer Service Department are investigating this matter thoroughly. Please rest assured that we will get in contact with the player to resolve this matter.
If there is anything else, please don’t hesitate to contact either myself or a member of our Customer Support Team.
Best Regards
Esra
eCOGRA is a redundant organisation because they 'rule' purely on the Terms & Conditions [legal or illegal, it doesn't matter - but from a legal standpoint, most are illegal] of each online casino.
The reason they are redundant (and that is putting it very diplomatically) is because every online casino's Terms have "god clauses" inserted (which are illegal in contracts) which enable them to basically do whatever, however, whenever they like. So claiming to adjudicate when restricted by such self-imposed policies is either:
a) naively redundant (at best)
b) criminally deceitful (at worst)
As I'm still waiting on Tex's response to my (far more politely worded) query regarding their relevancy and apparent redundancy....I am currently leaning towards (b) - for very understandable reasons.
---------
Diversion aside, why is your bank still 'proceeding' with a chargeback dated 2008. That's ridiculous and makes no sense to me.
Change banks. After you get them to end their 2-3 year old 'investigation' of their own incompetence.
To the best of my knowledge, Roxy Palace and Casino Splendido are not scamming casinos. They sound quite justified to be concerned regarding your previous financial history - although you might ask them why they accepted your deposits only to *become* concerned when you requested a withdrawal - ahem.
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