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Roxy Palace Casino - Account closure for no reason

valcer85 Latvia
posted on January 13, 2015.

I am new to this but Ill try.
I registered at roxy palace on 25th of September 2014. Deposited 35 GBP and won 112GBP. I am not a gambler so I left the account like it was and also sent them my documents for verification. Im not sure if they were ever verified because I did not get a reply. Now after new years I tried to log in and play a liitle more and support in live chat wrote me this "the decision has been taken to close your account without possibility to reopen it" .
I dont know whats the problem. I will be glad to hear if someone can help, thanks.

posted on January 18, 2015.

Dear @valcer85,
Any update considering your complaint? Thank you.

posted on January 21, 2015.

At Roxy Palace we strive to offer all valued players the best service and experience through a secure gaming environment. In our efforts to achieve this we have experienced and trained individuals that are tasked to ensure that every account listed with us is taken through a thorough review and that this meets the standards set to us by Ecogra and the LGA.

After a full financial and account investigation. Feedback from our Risk Management is that the investigation located certain discrepancies which indicated direct Risk to the Casino as well as our players.

Due to concerns from this, the decision was made to close the account and the funds on the account were forfeited as per the parameters set out on term 11:


At this time we reserve the right to respectfully decline any request for valid evidence of the statements made due to the fact that the investigation documents may contain private and confidential information that we prefer not to share. Reasons for this is that this may infringe on the security of the Casino, our players and private individuals involved in the investigation.

All documents pertaining to the investigation were handled with the utmost security in mind and was only provided to parties involved in the investigation. The customer in this case is advised to contact E-cogra for further information regarding the documentation or feedback on the investigation.

Based on this we request that the proper channels be contacted and correct procedures be followed for any ‘proof’ or supportive information pertaining to this case.

As Roxy Palace respects the privacy of past and current customers and as we would be held liable for any "leaked" confidential information we again refer you to E-cogra and LGA.

posted on January 25, 2015.

Are you satisfied with casino's answer, can we close this complaint?

posted on January 28, 2015.

It's a nice practice to confirm if your complaint is resolved or not, thank you.

Roxy Palace Casino complaints

  • 7 of 11 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 734 USD avg amount

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