Bonus Complaint Roxy Palace 800$ voided

1. I deposited into Roxy palace 200$ ( claimed a bonus of 150$)
2. I did not read the T&C which say i am not allowed to place bets exceeding 25% of my bonus limit which is $37.50, which i placed on live casino, won a few hundred and then i was told i had to hit the wager of 7000 based only from slots to withdraw.
3.I hit the wager and my withdrawal was told that it was proceeding.
4. No story of my withdrawal, i called customer service and they said that my withdrawal has been forfeited due to some bets exceeding 25%.
5. I won overall $880 and now i'm left with nothing , but was told by the customer service there is nothing much that i can do.

Please advice guys

so did you exceed the maximum bet amount stipulated in the t&c's? If so i doubt there is anything you can do but read the terms next time

Looks like a pretty clear case. Like you said you did not read the terms and conditions. Bet limits are a pretty common rule, you exceeded that. There is nothing you can do, they should pay you back your deposit and that´s it.

Next time make sure you do read all the rules before placing any bets with bonus money.

coxwel said:

Looks like a pretty clear case. Like you said you did not read the terms and conditions. Bet limits are a pretty common rule, you exceeded that. There is nothing you can do, they should pay you back your deposit and that´s it.

Next time make sure you do read all the rules before placing any bets with bonus money.

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according to the customer service i won;t be able to get back my deposit at all

That is strange, you have a positive balance and cleared all wagering? As you broke the bonus rules it´s obvious you wont get any winnings but they should not keep the deposit. Ask them to put the start amount back into your account without any bonuses, would just be fair.

Sorry but like other posts have stated the only thing you will get is your deposit back.

That casino has had a lot of stick lately but this is clear cut and they are right and only doing what every casino would.

You played over max allowed at live casino which is probably not even allowed as guessing its slots only.

The CS would only be able to tell you that withdrawal is getting processed as that is all they know its he payments team that would void the withdrawal.

It just show the importance of always reading the terms. Tho to be fair every casino out has a max bet allowed and this casinos is actually a lot higher than most.

coxwel said:

That is strange, you have a positive balance and cleared all wagering? As you broke the bonus rules it´s obvious you wont get any winnings but they should not keep the deposit. Ask them to put the start amount back into your account without any bonuses, would just be fair.

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i was told by the customer service representative to contact eCogra, thats about it

You can try to contact the RoxyPalace rep on the forum, you find him in the igamingreps list.

For what reasons they want to keep the deposit? That would be like stealing and is only common if there is some kind of fraud involved.

I doubt the CS told you to contact eCogra, that would be really rude of him if he did;
Also, regarding the case, they should pay you back the deposit.

Do you have any prior chargeback cases with Roxy or their group?

LE: You should have your bet history; You can go through it and see if you had any bets over 25%
If you had one bet only, I guess they could make an exception , maybe you pressed max bet or something.

Batman said:

I doubt the CS told you to contact eCogra, that would be really rude of him if he did;
Also, regarding the case, they should pay you back the deposit.

Do you have any prior chargeback cases with Roxy or their group?

LE: You should have your bet history; You can go through it and see if you had any bets over 25%
If you had one bet only, I guess they could make an exception , maybe you pressed max bet or something.

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he was pretty rude at the start, no i do not have any chargeback cases with Roxy, i'm sure i placed a bet more than 25% on live casino but i just want my deposit back.

this was what the customer service responded

Eva: the deposit you made received a bonus, this bonus required some wagering to have been met, your deposit was used for this, and as per term 12 on the link, which states if you exceed the 25% of the bonus amount,we have the right to forfeit your winnings
Eva: Your deposit was played throughout your wagering

Aerozzz said:

this was what the customer service responded

Eva: the deposit you made received a bonus, this bonus required some wagering to have been met, your deposit was used for this, and as per term 12 on the link, which states if you exceed the 25% of the bonus amount,we have the right to forfeit your winnings
Eva: Your deposit was played throughout your wagering

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In almost every case where player has broke t&c's the winnings are voided but the deposit is returned. Voiding the winnings is correct but keeping the deposit is thievery IMHO. I know Roxy Palace has stooped low in recent times but this is an all time low. They should not be able to get away with this.

Eva: Well you are not responding, you need to understand that when you created this account, you agreed to understanding the terms and conditions
Eva: This rule is applicable to what happened on your account
Eva: You made a deposit, received $150 in bonus money
Eva: That money had wagering requirements to it
Eva: Where you used your deposit to get to that first
Eva: You then played between slots and baccarat
Eva: Which applies two terms, 11 and 12 to your condition
Eva: This means the deposit was used, as baccarat does not contribute to your bonus wagering.
Me: that i already have been told
Me: now i just want my deposit to be refunded
Eva: In essence, your deposit money was used in attempting to meet the wagering requirements, and from there you also did not adhere to our terms and conditions
Eva: Your deposit was used throughout your gameplay.

This is indeed really peculiar,
However, I have a feeling this is not the whole story.
I'd like to hear what Roxy Palace's Rep has to say about this.

Ouch,

we have the right to forfeit your winnings
Eva: Your deposit was played throughout your wagering

Thats a new one to me, Yes should be winnings voided but to deny you of your original deposit is wrong,

Unless it state's somewhere that deposit and winnings will be void

Batman said:

This is indeed really peculiar,
However, I have a feeling this is not the whole story.
I'd like to hear what Roxy Palace's Rep has to say about this.

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It wouldn't surprise me at all considering their latest antics. The market is saturated, there are too many competitors. Hence why we see antics like 6x deposit max cashout from bonus and now confiscation of deposit when bonus terms are voided.

ugaboga said:

It wouldn't surprise me at all considering their latest antics. The market is saturated, there are too many competitors. Hence why we see antics like 6x deposit max cashout from bonus and now confiscation of deposit when bonus terms are voided.

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I understand, but for 800 bucks?
They built a name and have a rep to keep...

Confiscating a deposit whatever the amount, for breaching a bonus rule is a new low...
80% of the casinos that are in the rogue section will give you the deposit back...

That's why I believe we are not hearing the full story...

800 smackers i would cry and wage war on the casino.

probably deface it

Roxy rep

Batman said:

This is indeed really peculiar,
However, I have a feeling this is not the whole story.
I'd like to hear what Roxy Palace's Rep has to say about this.

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To be honest if I was Roxy,s Representative on this site, I would of handed my notice in.

Cannot be easy for them, as it seems the corporate side of the business are just interested in the bottom line, regardless of the negative publicity .

Seems they are caught between a rock and a hard place.