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Roxy Palace Casino - Waiting 5 days on a self-exclusion issue

Complaint Info
Disputed casino Roxy Palace Casino
Reason Other
Amount £ 100
gusando15 United Kingdom Message
Posted on July 19, 2018

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.

Posted on July 23, 2018

Hi GUSANDO15, thank you for bringing this to our attention. We are investigating this and will provide you with an update when we have one.

Roxy Palace casino.

gusando15 United Kingdom Message
Posted on July 23, 2018

It’s been 11 days and your chat and phone support won’t give me a timeframe. How much longer do you need for something so simple?

Posted on July 26, 2018

Dear Roxy Palace Casino,

Please let us know if there's some update regarding this case.

Posted on July 31, 2018

This complaint has been reopened as per Roxy Palace Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 31, 2018

Hi GUSANDO15, we believe this matter has now been resolved, can you please confirm?

Roxy Palace casino

Posted on August 1, 2018

Dear @gusando15,

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

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