Ag Awards

Roxy Palace Casino - Didn't ask for bonus!

Complaint Info
Disputed casino Roxy Palace Casino
Reason Bonus removal
Posted on May 16, 2014

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.

Posted on February 22, 2013

 What is going on with this complaint? Any updates?

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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