Roxy Palace Casino

Their failure to grant my request of self exclusion resulted in £5000 loss

£100

I am a recovering problem gambler and recently had a relapse after 1 year of not gambling due to some stressful news. I opened up an account at Roxy palace casino in haste and deposited around £1k. After gambling for sometime I had won just over £5k and old memories of similar situations kicked in of times before when I had been in this situation and lost everything. I knew that if I did not self exclude I would most likely loose everything and more. I then forced myself to call their support team and expressed my need to self exclude due to my gambling issues as I felt all them old feelings. I was clearly distressed and once I was told that I could not self exclude immediately started to panic. I begged the operator to restrict my account in anyway possible as I would not be able to restrain myself and after sometime he then stated that I would need to state this in an email. I asked him what I would need to write in the email and he confirmed this to me. Becaue I could feel the urges I pleaded with him to wait on the line until he had recived my email and for him to confirm this was everything I needed to do to self exclude. He confirmed this and told me that he would get this sorted for me. He then sent a confirmation email stating that this request could take up to 72hrs to process. I then went to sleep and woke up with the same urges and to my supprise I could still access my account and reverse my withdrawal's. What I had already predicted would happen did. I went on to gamble away the whole amount and more. Feeling very distressed and frustrated I called back the casino operator to express my disbelief that this had happened and wanted to understand why it takes so long as I already told them my discomfort's. To my surprise the operator told me that it should have been locked immediately and she fully understood my situation. She kindly agreed to escalate this to management. After waiting 3 days for a conclusion I was contacted stating that they had already sent an email to me providing a link to some information on self exclusion from their site and that "in principle we have recognised the situation and provided you with the means to take more preventative actions on your account.". (After reviewing this email which was missed by me as it was sent at 6am, the link provided takes you to a page that states I need to email or call in to self exclude and I had already done both of these). I am so angry at this situation so have researched this further to find that they have breached their licence according to their social responsibility. You can clearly see in the gambling commissions website that they should have closed this immediately. when I first called in with the request. http://www.gamblingcommission.gov.uk/FAQs/Problem-gambling/Wait-24hrs-before-self-exclusion.aspx I do not know what else I could have done to self exclude but am going to persue this further officially. This is an example of how Roxy palace preys on the vunerable.

Refused deposit refunds after account closure as excluded at a sister site

£5,000

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

My payment has been forfeited without explanation

£50

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

Free Spins Not Credited as Promised

On Wednesday 20th may 2015 received email offering 50 spins on Break Away after $20 deposit has been made. Was not credited. Live support cut me off, phone support passed it on to the "technicalteam". Nothing has been done. Foolishly I had tried same promo about a month ago for 50 spins on gold factory with the same result except live support then told me spins were awarded open GF. I did, they were not. Patronisingly I was then told that I did not open GF"log into GF""do you know to find GF?" I was then cut off. I don't have the original email and chats were live or ph. Many bad reviews will be posted on my behalf. Putrid customer service. Putrid cheap casino.

Account closure for no reason

Hi I am new to this but Ill try. I registered at roxy palace on 25th of September 2014. Deposited 35 GBP and won 112GBP. I am not a gambler so I left the account like it was and also sent them my documents for verification. Im not sure if they were ever verified because I did not get a reply. Now after new years I tried to log in and play a liitle more and support in live chat wrote me this "the decision has been taken to close your account without possibility to reopen it" . I dont know whats the problem. I will be glad to hear if someone can help, thanks.

Roxy Palace Casino doesn't work by law

£112

Awful and Rude Support

Alwful service on roxy

The customer support are alwful and rude

I to joined as a new customer puting £20.00 on and i played a few spins .

I look at my credit and i saw a bonus added without me knowing it got put on .

I went to live chat to ask why i have got a bonus as before hand i did ask i did not want any bonuses before i made a depsoit they cut me off 3 times and did not even answer my question .

Before that i was having big prombems even uploading my bank card as its a visa electron card .

I found roxy sercives very bad from live chat and rude

I also got 20 free spins on my secound depsoit of £20.00 which i did not ask for and won 30p

So won nothing as i had to wager such a high amount

I asked for a few spins as goodwill from live support and they would not give me any at all .

Unresolved

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.

Roxy Palace Casino is not paying my money

Hi,

I found Roxy palace casino in september 2012 I think and have played there very much since that time. Havent had any problems at all, always fast to answer i chatts when i needed there help. Withdrawals have never been a problem.

Then I made an deposit of 600€ the 22/1 2013, I won so my total was about 1800€ but I did not make any withdrawal. When I was trying to log in to the account a couple of days later, my account where looked in some way. There were some error at least. I just thought that they had some casino update, and that was what they were saying in the chat as well.

Then a sent a mail asking the same thing, then I got this respons from the support:

"Following an investigation into your account by our risk department, the decision has been taken to close your account as you were found in breach of our Terms and Conditions and all balances have been forfeited.

Therefore you will not be able to access your account or request a withdrawal."

I have asked again what I have done wrong or if i will get my money in some way but no answer. So I hope that Ask gamblers can help me with this issue.

Kind regards:

Seth

Unresolved

Didn't ask for bonus!

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.

Unresolved

Roxy Palace Casino Complaint Stats

Resolved 8 / 12

Avg. Amount $684

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

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Player Rating

5.8/10 ● 23 reviews

Top reviews from our players

vaibhavsingh

6/10

It’s been almost 3 years since I left Roxy palace casino room and I must say that this is one really absolutely amazing casino to play with. They have Microgaming about which we do not need to say anything and more than 200 games and probably the best slot games I have ever played anywhere.

You get a 100 $ match up bonus on the first deposit you make with them but to be honest the wagering requirements are very hard which is 50 times the amount. I could barely make it 30 in another casinos and they have put inconsiderable 50 times which I did not like at all. The bonus was automatically transferred into my account once I was through with my deposit which was very cool because sometimes you have to remind the casino to give the bonus. I lost the free money within no time because I was betting high like 2 per spins which is very dangerous with a small bank roll like mine. Tried my luck in Break the Bank but failed luckily it was bonus money but then from my real money I played hit man for a couple of days which was quite lucky for me and earned over 30 euros and tat too from betting under 1 euros per spin. I just wish their no deposit bonus was for users from all over the world.

Loved their customer support service and they helped me and guided me because I had joined this room for the no deposit but later came to know that I am not eligible for that and support then boosted my morale and I started playing with real money instead.

This casino is good for players who play with real money and do not bother about bonuses because wagering is too high. Thanks.

aemakgol

Roxy palace casino is powered by Microgaming software, and gives you opportunity to play both online version and download version. I am also tried this casino, because I believe Roxy palace is quite good, they long runner in this business, and I personally did not know anyone who had problems with this casino. First of all, I was a bit disappointed when read about wagering requirements for first deposit bonus (which is 100% bonus on first deposit up to 150$, of course not the biggest deal, but not bad too, just average bonus which I love to take), so wagering on your bonus is 50x instead of 30x which you can find in almost all Microgaming casinos. Of course this is very bad, as you should be wager almost 2x instead of regular, but this day I was too tired, and just want to play some slots and do not care about wager - if I win big, I will easy make playthrough and withdraw my winnings, if no, that’s mean destiny does not allow me to win today, simple logic.

I made my first deposit of 50$ and casino doubled it without any problems, no need to contact support or something like this, everything was nice and easy. I decide to play Break da Bank again video slot with 1.8$ bets, with 100$ bankroll it is almost suicide, I know, but come on, who cares, with such bet size you also can win amazing money! But luck this day was not on my side, and I am quickly go down and lost, but I had chances, played 3 sets of freespins, which pay bad, unfortunately.

Roxy palace casino is a good Microgaming casino, but wager is too high, as per my opinion. If you do not care about bonuses, or play without bonuses, this casino will be good for you.

Adebisi213

I remember playing at Roxy Palace like a year ago. This casino seems to have a lot of similarities with Spin Palace, which is rouged here at AskGamblers.com. Not sure if they belong to the same owners though. They basically have a similar name, similar bonus offers and software provider.

Anyway I decided to play there after I saw a no-deposit bonus of 10 euros. However I very soon found out it was only offered to UK players. Apparently Roxy Palace has a big name over there, even broadcasting commercials on television and all that.

They have a huge welcome bonus of 1250 euros, but after inspecting the terms & conditions I came to the conclusion that it was 50x bonus. Like are you guys serious? Might as well give my money right away. I did deposit 100 euros though without profiting from the bonus. Btw the welcome bonus is separated in multiple deposits and it's not really clearly explained in my opinion.

I had to contact customer support to get all details and understand how it's separated, and in the end it didn't matter since wagering requirements were too high.

Anyway I deposited 100 euros with Paysafecard and started to hit the live blackjack tables. They had ladies with playboy bunny outfits lol. That was something else I must say. So four hands of 25 euros each and gone was my money. I went to the store again to buy another paysafecard, this time two of 100 euros.

So I made 200 euros deposit and decided to try out some Microgaming games. They have them available on download, flash or mobile. I choose the flash version and played Break Da Bank again 90 cents per spin. Well this was garbage for another 100 euros.

With my last 100 euros I decided to play roulette, I play the numbers close the zero mostly 26,32, 0, 15, 19 etc. I had a good run hitting 32, two times in a row with heavy bets. Strange thing about gambling is you never know when things pick up.

Well it did pick up for me since I had a balance of 600 euros after 20 minutes of playing. So I requested a cash out. They said they needed my documents first, which is no problem. I submitted my bank account details and eventually received my bonus in 3-4 days I believe.

Overall I would give them a 6.5/10 rating - Lots of games, high WR and unclear bonuses, decent customer service and software platforms.

zbjeles

First impression, their site is well designed. I like the look and feel of their site, the graphics are large and loud. This isn't a bad thing, it's simply an observation. The print is large and clear as are the graphics. Anyone who needs glasses will appreciate this site. Roxy Palace is an on-line casino authorized by the Lotteries and Gaming Authority of Malta. A member of eCogra, so you know your money and information are safe.

The terms and conditions are were basic and fair. Simple and short. I am a happy today! Their terms and conditions are fair and basic, but their promotional terms on the other hand are strict and exacting.

University students shouldn't even bother "All promotions are available only once per person, family, household address, e-mail address, credit card number, and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). basically what they're saying is PLAY AT HOME! I took the 100% bonus on my €50 deposit. The wagering requirements are relatively good. 25 x deposit + bonus. After playing some slots I took a lunch break and came back to check my game history to see how much I have wagered thus far, only €164.88 and I have €75.90 left. So now that I have with 75.90to meet the wagering requirements of 2.335,12. It could happen – if I get very, very lucky…

I've been playing now for a few hours and am ready to take a risk and blow the lot. It's pretty obvious by my game-play that I probably won't have anything left to cash out anyhow. I go to Thunderstruck and set the coins to €9. First spin, nothing. Second spin, nothing. Third spin I win €18. Eh. Not what I was hoping for but it will do. Now to try another slot…

At the end I wagered a total of 1.650 before I lost all the money.
Overall:
I rate it a 9/10.

jasonj

Roxy Palace is a good overall experience. I have played here for over 1 year and I would say it is very reliable and anytime I have had a problem live chat was always there to assist right away. The games are awesome, and that goes without being said: Microgaming.

The signup bonus is not the best because of slightly higher wagering requirements and classic blackjack does not count at all towards the contribution.

Roxy Palace is probably my favorite online casino mostly just because they have Microgaming in an instant play format at they have weekly reload bonuses.

Overall 8.5/10

szirtisas

I wanted to play at one Microgaming casino and claim some match bonuses, the Roxy Palace is seems a good chance to invest my money, I sadly saw Hungarian players are excluded from their no deposit both of the free 10 GBP and the free spins. So I decided I search more info from the match bonuses, I saw they offers a 100 percentages up to 150 euro with a low wagering requirements only 25 times of the deposit and my bonus. The minimum deposit is 10 GBP or 20 euro. They had a well arranged web page the new players are can found anything about from them within a few clicks, they uses a downloadable, an instant play, a live casino and a mobile version to satisfies they users demands.

They are seems to me absolutely correct so I downloaded their casino and installed it. After I went through the registration process I asked the live support to add the welcome bonus to my account but she informed me it is an automatically bonus so when I deposit I get I instantly to my balance. The things happened like she said, after I deposited 20 euro I get another 20 from the match bonus. So I had 40 euro with 25x play through requirements, it means I left 1000 euro wager before I can withdraw.

I started to play with the Thunderstruck II slot on 0.3 euro per spin, because I knew this machine can hide the free spins for thousands of spins. I really played a lot until I get those free spins, I was on 90 and after I went down 14 and get the free spin feature, I was very happy but my excite was went down when I collected 22 euro from it. After a couple of minutes I lost my balance, I didn’t deposit to them ago but when they offer a good chance I will wee it.
Thank you!

Inactive user

13 years ago

In my opinion Roxy Palace is all about seriousness. Their seriousness can be seen through the good job they have done on their website. Blue and dark blue followed by all of the games, especially the video slots arranged neatly in rows. I had a good feeling about every thing. Their support was good when I talked to them about taking away the bonus but I believe every good online casino has very good support overall. Rouged casinos hiding in disguise are most likely the worst! When I found this casino I was no where near having a great bonus to begin with such as $10 in free credits or a set of free spins. I was only acquainted with 100%, the typical bonus that wants me to occasionally say "get out of my sight!". I was tired of doubling up making my own cash disappear before the very wagering requirements that encircled my $$$. I had to remove the bonus as I said before. I did $60 to get me started on already awesome slots immersed with it's great potential to make cash fall from the sky & into my lap unexpectedly or at the worst slap me silly when the going became tough. Luckily the worst didn't happen.

I used both the download casino if I had a lot of time and the website lobby for when time was not on my side. It was easy on the website, just log in using my email and password then I would have the games lobby all to myself. After that ugly screenshot I took for the 5 bars that could've connected with the 5x wild on Mega Spin - Break Da bank again I chose to give it another shot starting with $1.80 per spin until I got off to one of the following: $30 more or $30 gone from my balance. I appreciate the 3 wild symbols in a row but do they have to connect them with letters!? Not the best I've seen and not the worst either. I've seen 4 wilds connected to each other and still a letter would complete the combination for a normal payout of it's value with the 5x multiplier. It sucks to land 4 wilds that pay nothing for itself, it only inhabits the symbol that's in it's path, low or high. I got me $188.09 for playing over an hour and come to think of the free spins feature some were generous than others. I went on the Dark Knight, Silver Fang with Burning Desire and Prime Property in the download casino after Mega Spin - Bdba. Ladies and Gentlemen I would recommend not playing on Silver Fang because it does not return a lot nor does it make you roll around in a pile of gold coins. I ended with $278.51 for my games.

Roxy Palace can take an 8.8 out of 10! If they allowed "flushing" of funds to take place with faster withdrawals then it is a 10!

Mahamedau

I registered at Roxy Palace casino in the end of the 2012 years, and download and register was quite easy and fast. Deposit 30$ from Moneybookers and crediting of 100% welcome bonus was very easy and fast too, with this no any problems here for me.

Ok, with 60$ I decided to play Avalon slot, actually I am 90% of the time hate this slot, it never pay me anything good or even decent, and always eat and eat my own money! Freespins on this slot have a random multiplier 2x - 7x and treasure chest also working as wild. So I think this slot can pay you big, but for me unfortunately it most times killing. This time I get feature very fast, and increase my balance to 80$, and of course I leave this slot as I am not big fan of it. After I switch to Thunderstruck 2 slot, I like it, but honestly Immortal Romance I like much more, probably because on Thunderstruck 2 I never see at least 3 wild reels at wildstorm feature. Anyway, I start playing at 0.90 bet, and fast get freespins. It was first time I trigger freespins, so it was feature 10 freespins x 5 multiplier. I am much more like lokie feature, but to unlock it you should trigger freespins at least 5 times as I remember. Thunderstruck keep eating my money, but on last 20$ finally I see wildstorm, and it made first 3 reels of wilds, damn, finally, that something! So I had 250$ balance, and clear wagering still on thunderstruck 2 with 220$ balance, and obviously decide to cashout. I ask live chat should send docs, they say yes, documents were approved in two days, and cashout also comes in these two days. So total around 50-55 hours for cashout.

Here are my marks for Roxy Palace casino:
Software: 9/10
Bonuses: 6/10
Support: 8/10
Cashouts: 8/10
Total: 8/10 average Microgaming casino without anything unique.

Steve