Resolved: Roxy Palace - Not Good Enough!!!

[SAunnyS72]

Ok I am now frustrated and furious.

Firstly, so people understand this is not irrational out of spite as you can see from this thread -Viva La Roxy Palace!!!.
Secondly, it's about principle and service and not money for me as you can see from this thread - Yeeeeehaw! 150K VIP

I have done 2 versions the long and the short. So if you are going to read the long version I suggest go make yourself a coffee/tea/margarita.

Long version:

After Viva La Roxy Palace!!! ... I requested the withdrawal to be put into my Bank through SWIFT. I have done this a million times with other casinos without a single glitch EVER. But, I get this message from the casino:

Thursday, 2 February 2012 10:33 PM - 3 days after withdrawal submission.

Hello Sxxx,

It is Richard, your VIP account manager from Roxy Palace.

I see you recently tried to make a wire transfer for $xxxxx but it was unsuccessful.

This is because the swift code was incorrect.

Please make sure that the swift code provided matches the holding branch.

If you need any further assistance then please don’t hesitate to get in touch.

Kind regards,

Richard
VIP Account Manager
Freephone: 1-800-618-758
Email: VIPsupport@roxypalace.com

My immediate reply - 10 mins later

Hi Richard,

Please advise what is the next step. I can get the swift code again from the branch. Who should I send it to?

And please tell me why did it take this long to inform me as I was told 3 days back that it has been successfully transferred.

Thanks
Sunny

NO REPLY!!!... what he sent me the email and took off??

Next Day:

Hi Richard,

I sent you this emails as soon as I received yours yesterday, however,
never received a reply. This means I would have to wait till after the
weekend to get my money processed. This is disappointing for me.

Please inform me ASAP!!!

Thanks
Sunny

So I called up their customer support and got a nice guy Ben looking into it for me. I called up my bank and insured what the branch was just to confirm. I asked Ben to send me an email about our conversation and here's the correspondence.

> Hi Sxxx,
>
> Ben here from the Roxy Palace support desk.
>
> As per our telephonic conversation earlier, I can confirm that the
> SWIFT code that has been provided to us for your transaction of
> XXXXXAUD is XXXXXX (Which is correct). I have informed the banking team that this code
> has been verified with your bank and I have requested for a second
> processing attempt to be made.
>
> If we have any further information in regards to this process we
> will contact you to advise accordingly. Once again please accept our
> apologies for any inconvenience in regards to this matter and the
> delay.
>
> If you have any questions, please do not hesitate to contact us via
> e-mail at support@roxypalace.com or via one of the telephone numbers
> listed below.
> Australia 1-800-150-804
> International +1-770-261-0098

My reply:

Hi Ben,

Please see below my Branch details to be updated for the withdrawal as
per our phone conversation:

____XXXXXXX_____
2713 __________
___________ QLD

Please let me know should you require any other details.

Regards
Sunny

Reply from CS:

Hi Sunny,

Thank you again for following up with us in this regard, I have sent these details to our E-cash company for them to update this to the account for you. As soon as we have received any feedback from their end we will contact you to advise on the account and your withdrawal.

If you have any questions, please do not hesitate to contact us via e-mail at support@roxypalace.com or via one of the telephone numbers listed below.

Australia 1-800-150-804
International +1-770-261-0098
Fax:
Australia 2-9475-0055

We are here for you 24 hours, 7 days a week.

Sincerely,
Lexi L

During all this time NOTHING from my so called VIP manager. So I sent him a copy of my correspondence with the CS:

Hi Richard,

Please see attached the correspondence between myself and Ben
regarding the withdrawal issue. By the look of things this was the
issue with the branch info put in for the withdrawal.

It would be great if this can be addressed right away as I was going
to have a play as soon as the amount hit my bank account over the
weekend.

Thanks. Hope to play at your casino more in future.

Regards
Sunny

Now I know he has been recieving and reading my emails as I send a copy to my Legal department and have tracker on my emails:

To: RoxypalaceVIP
Subject: Fwd: Re: Roxy Palace
Sent: 03 February 2012 06:58:02 AM (UTC+02:00) Harare, Pretoria

was read on 03 February 2012 01:15:47 PM (UTC+02:00) Harare, Pretoria.

I was so happy to receive this:

Dear SXXX ,

Your withdrawal of XXXXXX AUD has been refunded.

Method of Payment

Amount

Status

Swift XXXXXX AUD Failed (This was the first one)
Swift XXXXXXAUD Success

For further information on your withdrawal please go to https://accounts2.gameassists.co.uk/...t.aspx?xxxxxxx or contact Customer Support.


We are here for you 24 hours, 7 days a week.

Sincerely,


Customer Support
Roxy Palace Online

Then an email from my GREAT VIP MANAGER:

Hello Sunny,

Thank you for your email and your patience in this matter.

I have been informed by my financial department that you will need to change the information in your PMOP (Preferred Method of Payment) to the correct Swift code and then we can process the cash-in first thing on Monday.

You can update the cash-in by going to BankàWithdrawalàSelect New MethodàPreferred Method of PaymentàSwiftàSelect Bank CountryàUpdate the swift information.

There is no banking done over the weekend, hence why we will only be able to retry on Monday.

Should you need any further assistance Sunny, I will be back in the office on Monday to follow up on this and make sure your cash-in goes through smoothly. If you need assistance before this time, please contact out friendly customer service who are available over the weekend.

Kind regards,

Richard
VIP Account Manager

So I replied:

FYI (With the info that the withdrawal was processed)... I got this email saying it has been processed?

His Reply:

Hi again Sunny,

I can see from our systems that your cash-in was indeed processed this morning, so please allow the usual time for this to reflect in your bank account. (5-6 working days)

Thanks for your patience in this Sunny.

Have a great weekend.
Kind regards,

Richard
VIP Account Manager

Really??... what kind of a VIP manager are you??? ... Anyway, so, great I'll wait till next week!

No such luck... called up yesterday 7th Feb just to make sure everything was in order, spoke to a guy who was half asleep called Sims and he assured me it has gone through fine but I should just wait till the end of the week to see it in my account. I said 'That's Great' I am happy to wait if everything is fine.

NOW... I get this freaking email this morning!!!!

Dear Sxxxx,

Thank you for your patience in this matter.

I have been informed by my financial department that we received an error from your bank. You will need to change the information in your PMOP (Preferred Method of Payment) to the correct bank code and then we can process the cash-in.

You can update the cash-in by going to Bank Withdrawal, Select New Method Preferred Method of Payment Dear Sxxx,

Thank you for your patience in this matter.

I have been informed by my financial department that we received an error from your bank. You will need to change the information in your PMOP (Preferred Method of Payment) to the correct bank code and then we can process the cash-in.

You can update the cash-in by going to Bank Withdrawal, Select New Method, Preferred Method of Payment, Swift, Select Bank, Country Update the swift information.

Should you need any further assistance Sxxxx, please do not hesitate to contact us via e-mail at support@roxypalace.com or via one of the telephone numbers listed below.
Australia 1-800-150-804
International +1-770-261-0098

We are here for you 24 hours, 7 days a week.
Sincerely,

Carmen
Customer Support

As is they copied and pasted the same email twice!

Short Version:
It's not about the money, it's not about the time taken and it's not EVEN about the issues as I am happy to work with a casino to resolve any issues. What I don't like is to be jerked around and have people from the same organization don't even know what the f^%$ is going on with my account. When a VIP manager checks my account, how can he just send me an email without reading what was sent to me 5 minutes back from the same company saying the funds were transferred or is he just full of BS. If any of my employees did the same I would take some serious action. Now when I go to the PMOP I cant see bank account/SWIFT transfer and I dont want to use any other method. How come I have drawn $50k + from Jackpotcity to the exact same account without a single issue??... and why is it that every time they inform me of a problem, only after I contact them? ... If you are reading the short version and don't understand what I am talking about... read the long version.

I hate being jerked around!!!

[SAunnyS72]

Ok just double confirmed with the bank and the details are exactly the same I gave jackpotcity!

[vinylweatherman]

It seems they are a bit chaotic there, and this has repeatedly raised your hopes, only to dash them. For such a large amount this is breathtakingly careless of them to offer such disjointed service. They were just about to "win over a high roller", but have completely screwed it up.


They are assuming the cause is an incorrect SWIFT number, but can they be sure? You are sure it is, and your bank says it is. It may be rejected for other reasons, perhaps by your bank, or an intermediary. If this is the case, no amount of giving them the correct SWIFT code is going to make a difference.

The amount may be so large that the transactions is being bounced back because certain formalities related to the prevention of money laundering and prevention of tax evasion have not taken place. Splitting it into a number of smaller wires should get around this. You know that $50K works, so try 3 lots of 40K and a 30K to get the 150K.

When I had a big win (not as big as yours), I split it so that I would not exceed the maximum allowed balance in my Neteller account, as this might get it locked until I had made arrangements to remove the surplus, and I didn't want it disabled for days whilst this was arranged.

For their poor service, they have probably lost the chance to see some of that money coming back to them, and you are likely to look for another venue to see if they can better accommodate your level of action.

If they can't sort this out, you have the option of contacting the rep, and if he can't sort it out, time for a PAB.

You could also ask your bank about the error they sent back to the casino's processor, and why. If the bank say they never even received the wire, and did not reject anything, the problem lies with an intermediary bank.

This is not the first time a player has been successfully receiving wires, and is then suddenly told that the SAME SWIFT code they have been using is all of a sudden "wrong". Unless bank branches change their SWIFT codes, this is a load of BS.

[SAunnyS72]

Thanks mate ... I assure you the amount isn't high at all ... I just put the xxxxs willy nilly ... It is well under 5k .... And my bank receives SWIFT transfers from international accounts in excess of 100k on a regular basis because of my businesses and casinos I play in.

[SAunnyS72]

Just a quick question... Why can't I see this in the "new posts"?

[bsilva028]

i just dont understand why the withdrawals by transfer takes so much time while e-wallets are super fast
i know that a wire transfer allways take more time but so many time? i dont understand, theres no reason for that

if you can do it, create an e-wallet account (skrill, neteller ecocard), and withdraw into the e-wallet, then make a transfer from your e-wallet to your bank acount,

it has some fees? yes, but never takes more than 72 hours from the request until arrive on the account

[rainmaker]

Just a quick question... Why can't I see this in the "new posts"?

Because "new posts" only shows what you (personalized section) have not read before

[chuchu59]

First I would like to applaud Sunny for having 2 versions of his complaint. That is being considerate as people like me, who are gradually having eyesight problems can read the shorter version. Ihave seen many others who dont care and simply lump everything in the same paragraph and who later have the nerve to retort you when you missed out on something.

Roxy Palace has been around for quite some time but I also had a poor experience with them a couple of weeks ago so I understand your frustration. I had a small cashout to be sent to ecocard but I was surprised when I logged into the casino before the expiry of the 48-hour pending period to find it as a playable balance and as being reversible in the cashier. Though I had, on and off, reversed the cashouts, I was damn sure I didnt reverse the final one and somehow they reversed it but they refused to admit it. I sent a pm to the forum rep over a week ago but never received a reply though since the money is already in my ecocard account I cant be bothered anymore.

I am tempted to think that more and more casinos are simply employing staff with the lowest wages and who do not have sufficient powers of comprehension and only study issues at face value. I recruit thousands of staff for my company every year and if they cannot show a basic understanding of prime customer service they are out.

[vinylweatherman]

Thanks mate ... I assure you the amount isn't high at all ... I just put the xxxxs willy nilly ... It is well under 5k .... And my bank receives SWIFT transfers from international accounts in excess of 100k on a regular basis because of my businesses and casinos I play in.

I thought you had won 150K


5K shouldn't present a problem, especially if you regularly receive 100K by wire in business transactions.

Are the bank details the same at both places sending you the wires?

This is not the first time this issue has arisen, but mainly it has been with US players, who have been told they have given the wrong SWIFT code, yet their banks have said it is the right one. It seemed in some cases a case of the processor making mistakes, and taking it upon themselves to "correct" information that was not wrong in the first place, thus making it wrong.

Oddly enough, I had a similar problem with Neteller sending wires to the "Cahoot" online bank when it was owned by Abbey national. I gave the correct sort code, but EVERY DAMN TIME Neteller took it upon themselves to change it to the credit card payments sort code, leaving the bank to redirect it. The bank then contacted me to tell me what was happening, and told me the sort code that was on the incoming transfer, and I could see that it was NOT the one I had given Neteller, and was NOT the one showing on my Neteller account under bank details.

I had given all the correct details, it was someone in the chain between Neteller and their bank that kept changing it to the wrong one. In the end, I just changed to using another bank, and things have worked fine since.

It is possible that the same thing is happening repeatedly between Roxy Palace and your bank. If the information gets changed to something that is wrong, it may not be possible for the banking system to forward the transaction. The "has been sent" confirmation email only means it has left Roxy Palace or their processor. The bounce happens some time later, and after they have sent the email. This is why you are getting "jerked around" all the time. The system is not working, but rather than escalate the problem to a higher level and have it manually investigated, they just keep trying again and again, starting with you having to confirm yet again that the SWIFT code is correct, followed by it not working when it goes through the system.

You really need a detailed diagnosis, not just a "your SWIFT code is wrong" message. If the SWIFT code is confirmed as correct by the bank, and these other wires work fine using it, the problem is something other than the SWIFT code.

[SAunnyS72]

Guess what ??? ...

I just went in to my PMOP and saw the details were wrong for the branch even after sending them repeated emails and telling them the right one nothing was done despite telling me it was taken care of

Anyways, I went and made sure every freaking detail was exactly the same as the one in jackpot city and also had the bank on the phone to confirm what I am putting in was EXACT details.

I have sent them another email and asked them to process immediately .... let's see what happens... They read my email as I can see ... But no answer yet.