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Roxy Palace Casino - Refused deposit refunds after account closure as excluded at a sister site

Complaint Info
Disputed casino Roxy Palace Casino
Reason Refund declined
Amount £ 50
han30 United Kingdom Message
Posted on December 4, 2015

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

Posted on November 28, 2015

Dear @han30,

Any updates regarding your complaint? Thank you.

Posted on November 30, 2015

Dear Han30,

Thank you for your post @Askgamblers
We would kindly ask you to contact Roxy Palace Support again and write in the subject line:
"Responsible Gaming query"

My colleagues from the responsible gaming department will contact you and resolve the issue.

Thank you for your cooperation.

Best Regards,

han30 United Kingdom Message
Posted on November 30, 2015

I have sent the email. Waiting for a reply

Posted on December 2, 2015

Dear Han30,

I have been informed that my colleauge is in contact with you and will resolve the issue shortly.

han30 United Kingdom Message
Posted on December 4, 2015

Account reopened with all winnings still in there

Posted on December 4, 2015

Based on player's last comment, we consider this case as resolved and it is now officially closed.

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