Ag Awards

Roxy Palace Casino doesn't work by law

Complaint Info
Disputed casino Roxy Palace Casino
Reason Account closure
Posted on October 28, 2014

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.

Posted on November 14, 2013

Dear Marin,

After having read your post, I viewed your account with much disbelief and found that it was indeed locked as explained by yourself. I have thoroughly investigated since, and considered all the interactions that you had with our customer support team, just prior to the account being closed.

I want to use this opportunity to extend our sincerest apologies for having closed your account in error. The investigation revealed that the information relied on at the time, was infact outdated and that your account should not have been locked. This was an internal error and preventative measures have since been put in place to ensure that we do not come across a similar situation in future.

Somebody is trying to contact you right now, and an e-mail will be forwarded to you with more information on what we have done from the time of having concluded the investigation up until now. I am pleased to say that you will be compensated to a degree, for the inconvenience that this has caused for you.

This is not a usual occurrence, as Roxy Palace takes great pride in our usual world class customer care and exceptional turnaround times. It is truly regrettable that you had to experience the very unusual misfortune of human error, and I sincerely hope that we can make it up to you and continue to build and maintain a strong relationship with you as a high-valued player here at Roxy Palace..

Kind Regards,


Casino Management Team

Posted on November 18, 2013

 Any updates?

Posted on October 28, 2014

Dear @Marinko30,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Roxy Palace Casino Complaints

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

Have trouble with Roxy Palace Casino?

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy