Complaint #8 Roxy Palace Casino

Account closure for no reason

By valcer85

11 years ago

Hi
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.

Disputed Casino Roxy Palace Casino

Reason Account closure

Amount £112

Discussion

AskGamblers

• Support Team

11 years ago

@valcer85,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

AskGamblers

• Support Team

11 years ago

@valcer85,
Are you satisfied with casino's answer, can we close this complaint?

Roxy Palace Casino

• Representative

11 years ago

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:

http://www.roxypalace.com/terms-and-conditions.aspx

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.

AskGamblers

• Support Team

11 years ago

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

Roxy Palace Casino Complaint Stats

Resolved 8 / 12

Avg. Amount $684

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Roxy Palace Casino Complaint Summary

Most user complaints about this operator fall under the Accounts Handling category.

So far, 2 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 17 days, while the average duration across all operators is 8 days.

Roxy Palace Casino Complaints

See all complaints for this casino

Waiting 5 days on a self-exclusion issue

I opened an account on 12th July and deposited £100. After around 10 minutes I was locked out and advised I’m self excluded from Roxy casino. Turns out as you’re linked to 32red this has happened. I self excluded 32red a while back as I didn’t like the site. I’ve no problem with this except the £270 in my account is in limbo and I cannot get an answer from anyone. I expect my balance to be honoured as if I am self excluded I shouldn’t be allowed on to begin with but so far zero update after 5 days.

Resolved

£100

Their failure to grant my request of self exclusion resulted in £5000 loss

I am a recovering problem gambler and recently had a relapse after 1 year of not gambling due to some stressful news. I opened up an account at Roxy palace casino in haste and deposited around £1k. After gambling for sometime I had won just over £5k and old memories of similar situations kicked in of times before when I had been in this situation and lost everything. I knew that if I did not self exclude I would most likely loose everything and more. I then forced myself to call their support team and expressed my need to self exclude due to my gambling issues as I felt all them old feelings. I was clearly distressed and once I was told that I could not self exclude immediately started to panic. I begged the operator to restrict my account in anyway possible as I would not be able to restrain myself and after sometime he then stated that I would need to state this in an email. I asked him what I would need to write in the email and he confirmed this to me. Becaue I could feel the urges I pleaded with him to wait on the line until he had recived my email and for him to confirm this was everything I needed to do to self exclude. He confirmed this and told me that he would get this sorted for me. He then sent a confirmation email stating that this request could take up to 72hrs to process. I then went to sleep and woke up with the same urges and to my supprise I could still access my account and reverse my withdrawal's. What I had already predicted would happen did. I went on to gamble away the whole amount and more. Feeling very distressed and frustrated I called back the casino operator to express my disbelief that this had happened and wanted to understand why it takes so long as I already told them my discomfort's. To my surprise the operator told me that it should have been locked immediately and she fully understood my situation. She kindly agreed to escalate this to management. After waiting 3 days for a conclusion I was contacted stating that they had already sent an email to me providing a link to some information on self exclusion from their site and that "in principle we have recognised the situation and provided you with the means to take more preventative actions on your account.". (After reviewing this email which was missed by me as it was sent at 6am, the link provided takes you to a page that states I need to email or call in to self exclude and I had already done both of these). I am so angry at this situation so have researched this further to find that they have breached their licence according to their social responsibility. You can clearly see in the gambling commissions website that they should have closed this immediately. when I first called in with the request. http://www.gamblingcommission.gov.uk/FAQs/Problem-gambling/Wait-24hrs-before-self-exclusion.aspx I do not know what else I could have done to self exclude but am going to persue this further officially. This is an example of how Roxy palace preys on the vunerable.

Resolved

£5,000

Refused deposit refunds after account closure as excluded at a sister site

I opened a account deposited a few times. About 5 hours later while playing my account locked. After going on live chat I was told it's due to a account linked to self exclusion at a sister site. I deposited £50 in total but there was about £200 in there. I was told as I'd played my deposits I wouldn't get them back. I want the deposits back

Resolved

£50

My payment has been forfeited without explanation

deposited and got bonus won 2057 the first payment i was told had been successful was for 857 and had been put back on card but the 1200 they needed to speak with me i spoke with some one called luke and the 1200 was back on card day after but still no sign of the 857 they rechecked and said was showing all had gone through at there end and i would have to wait for email a week after they said the 857 had been refunded ive just had email saying that its now been for forfeited at the discretion of the casino there now saying you can only withdraw upto 6 times the initial bonus amount i feel like ive been robbed how can it go from been issued to been forfeited i had no email or anything up untill today

Resolved

Free Spins Not Credited as Promised

On Wednesday 20th may 2015 received email offering 50 spins on Break Away after $20 deposit has been made. Was not credited. Live support cut me off, phone support passed it on to the "technicalteam". Nothing has been done. Foolishly I had tried same promo about a month ago for 50 spins on gold factory with the same result except live support then told me spins were awarded open GF. I did, they were not. Patronisingly I was then told that I did not open GF"log into GF""do you know to find GF?" I was then cut off. I don't have the original email and chats were live or ph. Many bad reviews will be posted on my behalf. Putrid customer service. Putrid cheap casino.

Resolved

Awful and Rude Support

Alwful service on roxy

The customer support are alwful and rude

I to joined as a new customer puting £20.00 on and i played a few spins .

I look at my credit and i saw a bonus added without me knowing it got put on .

I went to live chat to ask why i have got a bonus as before hand i did ask i did not want any bonuses before i made a depsoit they cut me off 3 times and did not even answer my question .

Before that i was having big prombems even uploading my bank card as its a visa electron card .

I found roxy sercives very bad from live chat and rude

I also got 20 free spins on my secound depsoit of £20.00 which i did not ask for and won 30p

So won nothing as i had to wager such a high amount

I asked for a few spins as goodwill from live support and they would not give me any at all .

Unresolved

Roxy Palace Casino doesn't work by law

After weeks of playing, the casino just killed my account as they are not able to accept bets from Croatia.
Of course they know from which country I am (my account, bank deposits and could have easily terminated it before)
They are now saying that they didn't know and sorry, but good bye.

Resolved

Roxy Palace Casino is not paying my money

Hi,

I found Roxy palace casino in september 2012 I think and have played there very much since that time. Havent had any problems at all, always fast to answer i chatts when i needed there help. Withdrawals have never been a problem.

Then I made an deposit of 600€ the 22/1 2013, I won so my total was about 1800€ but I did not make any withdrawal. When I was trying to log in to the account a couple of days later, my account where looked in some way. There were some error at least. I just thought that they had some casino update, and that was what they were saying in the chat as well.

Then a sent a mail asking the same thing, then I got this respons from the support:

"Following an investigation into your account by our risk department, the decision has been taken to close your account as you were found in breach of our Terms and Conditions and all balances have been forfeited.

Therefore you will not be able to access your account or request a withdrawal."

I have asked again what I have done wrong or if i will get my money in some way but no answer. So I hope that Ask gamblers can help me with this issue.

Kind regards:

Seth

Unresolved

Didn't ask for bonus!

I've been looking for a new place to play Blackjack online as my regular place online has become very busy of late.

I came across Roxy Palace Casino and signed up, depositing £150.00 at the time.

I proceeded to play about 5 - 10 hands of blackjack before noticing my account balance was in the region of £300.00. I thought this was strange as I checked when signing up to make sure nothing was ticked to opt into a sign up bonus as i know the wagering requirements are near on ridiculous and I'm always wary of them!

Anyway I contacted live help straight away to ask them to remove and forfeit the bonus (at this time my cash balance was 150 and 150 on the bonus so the same as I began with) as i never would have wanted it, and was happy to forfeit.. they advised this could not be done as I'd started wagering! Then referred me to some very vague terms! The women then advised I would need to wager 25 times the deposit amount plus the bonus and blackjack would only contribute 10%, therefore I would need to wager £75,000 to get my money back! Ridiculous!

All I want now is to withdraw my initial deposit, i'm not at all happy with their customer service. I requested there complaints procedure but have been told someone would email it tomorrow (not holding my breath). I'm not interested in any bonus but they will not budge on my deposit.. is there anything I can do? There is no way it is possible to meet the wagering requirements.. if I tried I may as well just chuck my £150 away and that is a lot of money to me!

Help please? thank you.

Unresolved

didn't ask for bonus

I joined Roxy last year and have used the site quite alot . i added £24 today just to have a quick play, I was playing the Batman slot game , and was winning quite nicley , went to the roulette table but it kept reezing so i went back to Batman and had a good win £197.09
when i came to withdrwaw the funds it said a £24 bonous had been added !!
I was total unware of this I this is normally added as a new customer .
There was no option when I added the funds to refuse the bonous or no mention it had been added , it was added after I started playing
This is totaly unfair and surley illegal . I know how the bonous system work as you always get this on site as a new customner which is hair enough
But you canbt added without one knowing I thought 100% I was using me own funds
I have told Roxy I want the dfunds oaid back to my card in full I I will take this further £197 may not be a lot to some people ( it is to me ).............
its the principle I did not know or ask for any bonous to be added !!

Resolved