Yet Another Roxy Palace Horror Story: £1.5k LOST!

ujjain

Dormant account
PABnoaccred
Joined
May 18, 2015
Location
UK
I signed up at Roxy Palace online a few days ago. Roxy Palace forfeits winnings via their T&C.

1. I deposit £20
2. Automatically get the added bonus of £20
3. Up £1750
4. Forcefully have to play for 2 more hours because of minimium £1k spending limit,
5. Withdraw £1600 (everything)...

A few days later get an e-mail I will only be getting £120 and lose the rest as per T&C... you can only win max 6x£20 deposit, 93% of the £1600 stays with them.

Where a Welcome/Sign-up Bonus has been granted to you, once all stipulated wagering requirements have been met, you will be limited to a maximum withdrawal value of 6 times your first deposit amount and any remaining balance will be forfeited. Roxy Palace Management reserves the right, entirely in its sole discretion, to waive and/or modify the application of this clause in individual instances. Note: Progressive Jackpot wins are exempt from this clause.
 
I've notified the casino rep to let him know that this thread exists.

Did they tell you why they are only paying you this amount?

Edited to add: Nevermind - see that you've PAB'd. Not a prob.
 
Last edited:
I signed up at Roxy Palace online a few days ago. Roxy Palace forfeits winnings via their T&C.

1. I deposit £20
2. Automatically get the added bonus of £20
3. Up £1750
4. Forcefully have to play for 2 more hours because of minimium £1k spending limit,
5. Withdraw £1600 (everything)...

A few days later get an e-mail I will only be getting £120 and lose the rest as per T&C... you can only win max 6x£20 deposit, 93% of the £1600 stays with them.

That's awful
 
I've notified the casino rep to let him know that this thread exists.

Did they tell you why they are only paying you this amount?
Yes, because their T&C (
You do not have permission to view link Log in or register now.
) in the second paragraph of point number 16 states:
Where a Welcome/Sign-up Bonus has been granted to you, once all stipulated wagering requirements have been met, you will be limited to a maximum withdrawal value of 6 times your first deposit amount and any remaining balance will be forfeited. Roxy Palace Management reserves the right, entirely in its sole discretion, to waive and/or modify the application of this clause in individual instances. Note: Progressive Jackpot wins are exempt from this clause.
 
I signed up at Roxy Palace online a few days ago. Roxy Palace forfeits winnings via their T&C.

1. I deposit £20
2. Automatically get the added bonus of £20
3. Up £1750
4. Forcefully have to play for 2 more hours because of minimium £1k spending limit,
5. Withdraw £1600 (everything)...

A few days later get an e-mail I will only be getting £120 and lose the rest as per T&C... you can only win max 6x£20 deposit, 93% of the £1600 stays with them.


That's crazy and makes me sick. I feel that if a casino is accredited here, they really should not have such terms.

I'm glad I read this though as I haven't played at a MG download casino for years so happened to send them an email earlier asking if I have an account there.

After searching the database for your details we have picked up an account registered with this email address.
It is currently locked due to inactivity however you are more than welcome to contact us to reactivate the account for you.
The great news is you will be entitled to a first deposit bonus of 100% up to £150 so make sure you take advantage of it!

Needless to say I will not be claiming this bonus or playing here. The strange thing is I got this error when replying to them.

This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

support@roxypalace.com
 
Yes, because their T&C (
You do not have permission to view link Log in or register now.
) in the second paragraph of point number 16 states:

Yes, I realize that. But did you contact their customer support and ask them why they implemented this? There must be a reason.

If you haven't contacted their support, please do. I'd like to hear why they justified the hobbling of your payout.
 
Eva: Sorry Dennis I was confused there
Eva: I cannot ensure this, as the term 16 was not met whe you applied for the withdraw
Eva: this is a part of the terms and conditions
Eva: I wish I could change it but I cannot
Eva: The £120 will be paid and the rest is forfeited
Eva: Please refer to the terms and conditions point 16
Eva:
You do not have permission to view link Log in or register now.
 
Eva: Sorry Dennis I was confused there
Eva: I cannot ensure this, as the term 16 was not met whe you applied for the withdraw
Eva: this is a part of the terms and conditions
Eva: I wish I could change it but I cannot
Eva: The £120 will be paid and the rest is forfeited
Eva: Please refer to the terms and conditions point 16
Eva:
You do not have permission to view link Log in or register now.

Ok - got it. As per my PM, let us deal with the PAB and try to resolve this somehow.
 
Yes, I realize that. But did you contact their customer support and ask them why they implemented this? There must be a reason.

If you haven't contacted their support, please do. I'd like to hear why they justified the hobbling of your payout.

It appears there is NO reason Bryan. This term has crept in to many MG download T&C's in recent months, many of which I've listed here a few times.
This is the third incidence of a CM member being shafted by this term. It is not mentioned in the SUB or bonus terms but in the general terms. The term exists simply to absolve the casino of their responsibility to pay a new player in full should they get lucky. They don't want 'hit and run' new players it seems.

Remember you/we invited the Lucky 247 rep to respond on another recent thread about this very same issue? I asked "what is the intent of the term, your criteria for applying it and to whom will it be applied?"

Not a sausage. Not a dicky bird. The silence is deafening. It seems this term is far more important to these sites than their listing at CM.

Imagine walking into a bookies's shop and backing a 10-1 horse on a promotion, only to be told when cashing the ticket in 'you're getting 5-1 plus your bet back'.(6x bet)

The term is unreasonable, hidden away and I personally think ALL MG sites with it should go in the reservation until it's clarified. The evidence so far seems to suggest they are applying it to new depositors winning over a grand - the criterion seems to be solely winning above a certain amount.

It's a massive FU term.:mad::mad::mad::mad:
 
How can a casino actually get away with these terms.I am guilty of very rarely reading these t @ c simply because there are too many and hate reading but this is scary.
Imagine the National Lottery bringing in a rule like this.Congrats you have won 10 million but because you can only win 6 x your stake,we will only pay you 6 pounds/euros.
Get a life these casinos or you will soon have no customers when treating people like this.

I know Dunover is the top man when it comes to the t @ c's so maybe a thread is needed with all the warnings on these terms.
 
How can a casino actually get away with these terms.I am guilty of very rarely reading these t @ c simply because there are too many and hate reading but this is scary.
Imagine the National Lottery bringing in a rule like this.Congrats you have won 10 million but because you can only win 6 x your stake,we will only pay you 6 pounds/euros.
Get a life these casinos or you will soon have no customers when treating people like this.

I know Dunover is the top man when it comes to the t @ c's so maybe a thread is needed with all the warnings on these terms.

There should be no need for a thread for these warnings at all since this term should not be in any accredited casinos t&c's period.
 
How can a casino actually get away with these terms.I am guilty of very rarely reading these t @ c simply because there are too many and hate reading but this is scary.
Imagine the National Lottery bringing in a rule like this.Congrats you have won 10 million but because you can only win 6 x your stake,we will only pay you 6 pounds/euros.
Get a life these casinos or you will soon have no customers when treating people like this.

I know Dunover is the top man when it comes to the t @ c's so maybe a thread is needed with all the warnings on these terms.

Thanks for the support but it does state in the ones I checked "with the exception of jackpots". And that's only because MG pay them and not the casinos themselves.
There is clearly a limit (I suggested 1k) which is underhandedly being applied to the new winners. It could be another amount, I don't know. But I wouldn't would I? as the reps of these sites are very reticent at the moment.
 
Funny thing on this absurd term is that these casinos advertise big time with their jackpots and possibilities to get rich within a mouseclick. (I know jackpots are excluded from this rule, but you can also win big without )

Imagine some newbie signing up and making his first deposit online ever, wins, only to find out he is entitled 6times his deposit:eek:

I believe this either would put new customers of depositing again or quitting online gambling in total. This rule is just like a punch in the face and totally ridicules in any aspect.
 
I was looking for a new mgs download casino to call home, staying loyal was making me penniless. Getting 120 back on my 20 deposit and confiscating 200+ made me go running back to 32red !!!
I would love to see an advocate go through the sign-up at roxy. Notice the huge "IMPORTANT Read if you are taking welcome bonus offer". The welcome bonus t&c's are very wordy and lengthy, covers all the bases except the 6x withdrawal condition.
 
Just to keep you updated, Roxy Palace is aware of this thread. They are in the process of having someone access a dormant iGaming rep account and he/she should be joining us shortly.
 
Just to keep you updated, Roxy Palace is aware of this thread. They are in the process of having someone access a dormant iGaming rep account and he/she should be joining us shortly.

Shouldn't they already have an active rep that can "walk and chew gum at the same time", not have to find someone to access a dormant account when they discover a fire beneath their ass.

When this rep arrives, they should seriously consider whether this term sits comfortably with the UK consumer credit laws, and the Advertising Standards regulations for any UK facing promotion of the sign-up bonus.

The UKGC has supposedly issued new guidance to operators this month, which stresses that their terms should be assessed to ensure they are in line with UK consumer protection laws. Given that we have a re elected Cameron government, it is likely that the bill timetabled for the Autumn is likely to go through, and this makes further improvements to UK consumer protection law.

Under these laws, there is the concept of a consumer contract being "fair", so that even when terms are 100% clear and watertight, the fairness test could still fail and land a business in trouble. There is clearly an appetite for enforcing these laws, as the banks and insurers have already discovered. An adverse judgement also means that businesses are liable to repay/refund money from several years prior to a ruling, as well as change current practice.
 
Shouldn't they already have an active rep that can "walk and chew gum at the same time", not have to find someone to access a dormant account when they discover a fire beneath their ass.

They already have two reps, one that signed up last month, so I was surprised that they needed a third account to be able to answer this;)
 
Shouldn't they already have an active rep that can "walk and chew gum at the same time", not have to find someone to access a dormant account when they discover a fire beneath their ass...
They have an affiliate manager who has been monitoring the forum, but he wanted the casino management to get involved with this since I believe it was their call on this matter. So I resurrected an old support account they had here. They will be using this account to answer player inquiries.
 
They have an affiliate manager who has been monitoring the forum, but he wanted the casino management to get involved with this since I believe it was their call on this matter. So I resurrected an old support account they had here. They will be using this account to answer player inquiries.

So is this a fake account created just last month and that was online yesterday?
https://www.casinomeister.com/forums/members/38658/
 
No it's not a fake account. :p But it's possibly someone who is not prepared to answer any questions in the thread or deal with the OP's PAB.

Is says that it's one from management. Well, he could answer a small question about free spins though.
Top management probably then :D
 
Seeing as the Rep is coming could you answer this?

Do you see the limiting of a withdrawal as a positive for the player? Would you expect a player that has not had a positive experience to deposit again?

If the answer to both of these is no then why do you do it? Surely after you have gone through the cost of acquiring a player you should be doing all you can to keep them.

If I had a good win on signing up at a Casino and had a good withdrawal experience you would have that money back and a lot more and a loyal player, once you mess with my withdrawal you wouldn't see me again. It just doesn't make any sense at all to do this, I wonder how many whales you have lost for the sake of a petty rule like this.
 
As promised I am in the process of making a complaint to the Advertising Standards Authority (ASA) regarding this matter.

I need some help as to which sites that have this term are advertising a SUB and where. Obviously I have the internet covered, but need knowledge of the TV ads/newspaper ads you may be aware of:

The foundation for my complaint is:

This advertiser has a term which in common law may be deemed 'unfair' in that new players using their advertised bonus incentive are limited to winning and cashing-out a mere 6x their deposit/stake. This is gambling terms is anomalous and unusual and potentially curtails the enjoyment of the product and has already led to severe disappointment of 'winners' that won over £1000 off of a £50 purchase only to be told later they can only cash-out £300 due to this hidden term, the rest being 'confiscated'. (see enclosed cases)

Whether this is lawful or not I appreciate is outside the jurisdiction of the ASA, but I contend that it is certainly within your powers to ensure that this vital term is immediately apparent in any advertising of their 'new customer incentives'.

Relevant to the content of the advert and integral to the nature of the product (gambling) this advertiser has a term detrimental to any online gambler which affects the advertised sign-up incentive but is not mentioned in the terms thereof. Should the person attracted by these advertisements on TV (enclosed list) and internet (see links) be immediately aware of this term then it would inevitably have a huge influence on their decision to purchase, or whether to take the advertised bonus incentive.

I therefore submit this complaint and contend the advertisement is lacking in one vital detail and is misleading as a result. The images of large wins and money which cannot be won by the purchaser of their advertised incentive are therefore void.

Regards...



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