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Roxy Palace Casino - My payment has been forfeited without explanation

Complaint Info
Disputed casino Roxy Palace Casino
Reason Declined payment
Posted on June 6, 2015

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

Posted on May 28, 2015

Hi Chrissylonglegs,

Thank you for bringing this to our attention. We have reviewed your account with us and we have sent you a private e-mail to explain the situation in regard to this matter.

Posted on May 28, 2015

this is the email i received back I'm confused as it says i made two withdrawals yet I've one email stating i made one withdrawal for £2057 I've also got email from patty saying if I'm not happy then to take it to Ecogra well indeed I'm not going to be happy to be told that all was fine with withdrawal then week after I'm not getting it.

We have reviewed your account and can advise that your withdrawal request for the amount of £857.55 was forfeited after a full review of your account was made.

During this review it was found that you in fact requested two withdrawals from your first deposit and bonus. The initial withdrawal was for £857.55 and the second for £1200. This is a total of £2057.55

Please note that as per term 16 of our General Terms and Conditions, the casino will only process 6X the initial deposit amount back to you as a requested withdrawal.

Even in the event where you requested 2 separate withdrawals, if both are made from the play done on the initial deposit and bonus, then the portion exceeding the amount 6X your initial deposit (£200) would be forfeited.


In this event, as the second withdrawal amount of £1200 was in correlation to 6X your initial deposit of £200, this was processed to you and the amount of £857.55 forfeited.

I hope that I have been able to clarify this matter for you.

Should you have any queries, please feel free to contact us at suppor­[email protected]­oxy­pal­ace.com
We are here for you 24 hours, 7 days a week.


Customer Support manager

Posted on May 29, 2015

Hi Chrissylonglegs, The total request during the date of withdrawal was for £2057.55, of this as advised, £857.55 was forfeited due to our 6X terms for play with the first deposit bonus. Please note that at withdrawal stage, all withdrawals requested are subject to a review by the casino Risk Management team. Only once this review is completed and your requested funds processed would we be able to confirm processing of withdrawal. In addition, please note that though you were informed that the £857.55 was paid, a forfeiture of withdrawal may reflect as paid on the account until the forfeiture is updated and reflects as such.

Posted on May 30, 2015

its wrong that you keep the money thats won if anything it should be returned to the players account and then another wager requirement met this sounds fair play to me. It says in the terms that if you win the jackpot on any of the jackpot games then this is allowed to be kept but yet winning so much on other games it has to be fortified . It took a week for me to be told exactly what and where the money had gone and if i had not gone on live chat and asked again i would still be waitng for the money to go into my bank your quick to email promotions ect but not quick to email players to tell them exactly whats going off it takes me to come to this site to get quick responses. Like i said to me the funds that dont get released should be returned to a players account and asked to meet a wager requirement again.

Posted on June 1, 2015

Hi Chrissylonglegs, We value your feedback and comments from our treasured players are always welcome. At this stage we have to again advise that the decision made on your account was done based on the parameters set within our Terms and Conditions.

Though we would love to provide you an option to wager on the additional winnings, we have clear stipulations set that advise that should you win more than 6X the initial deposit (£200, as per your deposit) wile meeting wagering requirements on the bonus, the casino will forfeit the remainder of the winnings above this amount.

We hope that we have been able to clarify the actions on your account and deem this matter resolved.

Should you have any further queries, please contact us directly at Suppor­[email protected]­oxy­pal­ace.com

Posted on June 1, 2015

looks like I'm getting no where here. Thanks for submitting the question ask gamblers but looks like Roxy Casino are not even willing to return the funds to be re wagered. You can close this case has resolved. thank you

Posted on June 2, 2015

Hi Chrissylonglegs, Thank you for posting this question. We really would have loved to offer you what you requested and will be taking your comments into account for the future.

Posted on June 6, 2015

According to casino's Terms and conditions player can withdraw 6x deposit, so the rest of the winnings are forfeited due these terms. We consider this complaint resolved and closed.

Roxy Palace Casino Complaints

  • 8 of 12 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 684 USD avg amount

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