Hello everyone,
I have an issue with Roxy Palace casino that I thought I would ask some advice on.
A week ago I registered with them and played a quite long session consisting of slots, blackjack, but mostly 3 card poker. During and after the session I saw in the lobby area that the amount of my bonus went down from only 150 to 140. I emailed in to them, and asked why this was, to which they replied that only slots counted for the wagering, and that the blackjack and 3 card poker I played did not count. However on their website it said that table poker counted 50% towards the wagering, and blackjack 2%. I contacted them pointing this out, at which point I was told that this was an error on the webpage which would be fixed by their technical team (it took 2 days to fix it from this point).
Obviously I then replied and said that I thought that the rules that I saw when I visited the website should apply. After this there has been a few emails back and forth, during which the various contacts have said the rules were changed in June (even though I saw what I assume to be the old rules in July) and that these rules would apply to me. Lastly I asked my email to be forwarded to a manager, who said they could find no reason why I would see the old rules (even though the first person I contacted admitted that the website was displaying the 'incorrect contributions'). They also gave me a website called ecogra to complain to, but on there they say that at least 2 weeks must have passed before I can contact them, and I would prefer not to wait another week for what I consider to be an obvious error on Roxy Palace casino's behalf.
I would appreciate any advice you can give.
Chris
I have an issue with Roxy Palace casino that I thought I would ask some advice on.
A week ago I registered with them and played a quite long session consisting of slots, blackjack, but mostly 3 card poker. During and after the session I saw in the lobby area that the amount of my bonus went down from only 150 to 140. I emailed in to them, and asked why this was, to which they replied that only slots counted for the wagering, and that the blackjack and 3 card poker I played did not count. However on their website it said that table poker counted 50% towards the wagering, and blackjack 2%. I contacted them pointing this out, at which point I was told that this was an error on the webpage which would be fixed by their technical team (it took 2 days to fix it from this point).
Obviously I then replied and said that I thought that the rules that I saw when I visited the website should apply. After this there has been a few emails back and forth, during which the various contacts have said the rules were changed in June (even though I saw what I assume to be the old rules in July) and that these rules would apply to me. Lastly I asked my email to be forwarded to a manager, who said they could find no reason why I would see the old rules (even though the first person I contacted admitted that the website was displaying the 'incorrect contributions'). They also gave me a website called ecogra to complain to, but on there they say that at least 2 weeks must have passed before I can contact them, and I would prefer not to wait another week for what I consider to be an obvious error on Roxy Palace casino's behalf.
I would appreciate any advice you can give.
Chris