Change to Roxy Banking

[Simmo!]

When i cashed out at Roxy recently (yay!) I found that they have added the mechanism to pick where you withdraw to each time you do it Thought that was a good touch - I remember seeing it at Gaming Club a while back so I assume Belle Rock do it too. Although that said, when I tried an ACH withdrawal, it wouldn't take my bank's ABA (Swift) code which is 8 characters - look like it expected 9. Support did it manually for me though. Doesn't speed things up but still.

Actually, the Support guy said there was a 48 hour pending period?? I thought it was 12 at Roxy? Has it changed?

[vinylweatherman]

It has always been 48, and support have confirmed this previously. They seem to be getting things wrong alot though, and I hope this change to banking procedures doesn't make things worse. I feel they are being left behind in the race to improve standards. Choosing where to withdraw to has been available elsewhere for some time now. I have found that this 48 hours actually turns into around 96 to actually receive the funds to Neteller, which does not compare well with Jackpot Factory which is usually the next day, and Casino Action which is instant to a limit.

[Simmo!]

It has always been 48, and support have confirmed this previously.

You sure about that VWM? I'm sure it was 12 last year when I first signed up! 48 hours - shit thats almost as bad as Playtech Ah well, and I had them down as potentially challenging 32Red for the 2006 award...c'est la vie.

[vickie40]

It has always been 48 hours for me. I finally have started uninstalling while I'm waiting on a cashout so I don't go back and reverse the cashout.

[Simmo!]

It has always been 48 hours for me. I finally have started uninstalling while I'm waiting on a cashout so I don't go back and reverse the cashout.

Yeah you see this is what bugs me. When will casinos realise that if you treat a player well, pay them when they ask for it, they will more than likely appreciate that and stay with you

I appreciate that for new players, especially those using a credit card, there is a degree of security and checking that needs to take place. But once that's done, at least give them the option to remove the Pending period.

It's so bloody obvious why it's there and it isn't for the player's benefit! And people wonder why 32Red wins the awards year after year

[vinylweatherman]

I joined in December as a result of SlotJunkies. I had looked there before but did not like the lack of feedback on the promotions (no scoreboard or winners table). My first withdrawal was fine, and fast, but they cocked up the second, and refunded Neteller deposits by cheque (against laundering regulations). They corrected this, but repeated the error yet again on the thirs cash-in. By the fourth they had got the message, but then I found 48 hours becoming 72, then 96, and Yesterday I had a fit because my cash-in was marked as "Declined" by Neteller, after having been delayed to Wednesday from a request on Friday (should have been Monday, with pending over Sunday). I also lost ALL mailings on Valentines week and it took 3 weeks for them to fix, and I had to keep prodding away, they did not reply off their own bat. They apologised again and said this was not the norm and shouldn't happen again. Well, happen again it did around the 11th of this Month. I was told they were investigating, and now, 25th I am STILL waiting for this to be concluded. My PM to the Roxy Palace rep has remained unanswered to this date, so fat lot of good that avenue was.
As far as I am concerned this level of CS sucks big time.
I got my money on Thursday in the end, but had to go through eCogra to speed things up (they responded in under 12 hours) as I was not prepared for another 3 week "investigation". I wanted "fix now, investigate the cause and remedy at leisure". I still want answers, but they can take their time as I have the money due - I will simply play elsewhere, or even not at all (OK, that's a bit unlikely )
If casinos with good reputations appear to be going down the tubes, I worry for the future of this industry. This is a casino that, till recently, had a reputation for never being the cause of complaint as their CS fixed things too promptly for players to bother posting about it. I am now seeing others add somewhat negative experiences about this group, the previous one being about a load of bad checks, coupled with their insistence that the players affected had to accept another check, even though they had still to find a new bank to issue them. Fortune Lounge at least told players they could nominate an alternative because of extenuating circumstances.

[Simmo!]

If casinos with good reputations appear to be going down the tubes, I worry for the future of this industry.

I think thats a tad harsh in this instance. Roxy have improved over the past year to become one of the best operations out there IMO. I do have a soft spot for them and I know that with just a couple of tweaks they could be right up there. Support is well quick, the loyalty bonuses are the best I know, the new banking system is great.

It's just that final leap...come on Roxy guys, you can do it

[vinylweatherman]

I think thats a tad harsh in this instance. Roxy have improved over the past year to become one of the best operations out there IMO. I do have a soft spot for them and I know that with just a couple of tweaks they could be right up there. Support is well quick, the loyalty bonuses are the best I know, the new banking system is great.

It's just that final leap...come on Roxy guys, you can do it

I am afraid the harshness is due to past experience. The £5000 bounced payment was the straw that broke the camel's back for me. I do not share the view that CS are quick once they refer the query up the chain. That is the last I ever hear unless I persist by sending several reminders. Even then they try to dodge giving a direct explanation. Why on earth does it take 3 weeks to investigate what appears to be a simple fault with the mailing lists.
I specifically asked if I was purposefully removed and they said no. The lobby simply has the statement that players should E-mail support in the event that E-mails are not received, no way should it take 3 weeks to fix such a standard problem. If it turns out that I WAS after all removed by managerial decision, rather than system error, then their CS has lied to me, and I will find this pretty hard to forgive.
Why is the Roxy rep also ignoring my PM, it was sent before the GISCE, which is now over, yet still nothing.
I have been with them since December, but I was under the impression that they had been really good, rather than improving during last year.
If I am asked to be patient by a casino CS, I still expect occasional updates as to what is happening without the need for me to remind them how patient I am being.

[A23456789TJQK]

do you think they did this with the intention of benefiting the players?

to buy chips you only have to click 3 times, to withdraw you have to click like 7

the more buttons they make you click to withdraw, the more likely the player will stop in the middle and go back and gamble more and lose

[Simmo!]

do you think they did this with the intention of benefiting the players?

to buy chips you only have to click 3 times, to withdraw you have to click like 7

I do think it is a benefit yes. It saves me emailing after every cashout asking it to be redirected. And a NETeller cashout (for example) is easy - 2 pages and 2 confirm screens (amount and terms). Its a great idea.