Roxy Palace (under 32Red) refused to self exclude me

thesea34

On a Break
Joined
Apr 10, 2017
Location
uk
I emailed Roxy support to request self exclusion due to problem gambling in early Jan of this year.

I was suprised when Roxy Palace support replied to say they would only agree to my self excluding IF I downloded a contract which was then printed, signed, scanned and sent back to them.

I explained that I had no printer to complete this, but please could Roxy still self exclude me, they refused.

I exchanged more emails with Roxy Palace in which they said I should go to a library to print the docs in order to self exclude. I could have done this but being disabled and using a taxi/public transport to get to the nearest library seemed like a massive effort for somthing totaly unneeded.

In the meen time I checked my Roxy Palace account and found I was locked out. I asumed that they had done the right thing and self excluded me.

Last weekend I opened an account with 32red, I lost £10 but ended chasing my losses and losing over £300. I went to 'My account' and requested self exclusion. After a few clicks the site said I was now self excluded and I would be unable to hold an account with 32Red or Roxy Palace.

I had no idea 32Red and Roxy Palace were under the same licence. It shocked me that I had gone to Roxy Palace to request self exclusion due to gambling problems and then had been allowed to lose more money with 32Red.

I contacted 32Red who said they could see my contact with Roxy Support requesting self exclusion but it had not been acted on. I had not completed the form so it was a standard closure. 32Red told me they had now self excluded me from Roxy Palace.

I am realy angry, especialy after reading the document that Roxy Palace demanded I sign.
The form has nothing to to with player protecton and everything to do with Roxy Palace covering their own backs. It is just a hurdle Roxy have invented to stall players from completing a self exclusion.

I looked at the UKGC guidelines on self exclusion and there is no mention of the need to print, sign and send forms off to acheive a succesfull exclusion.

1) How dare Roxy Palace make conditions to agree a self exclusion? Providing self exclusion on request is a requirement the UKGC.

2) If Roxy Palace support could not action my self exclusion (despite several emails requesting it) without a signed document how could 32Red action it with one email?

I lost the money, I take responsability for that but it makes my blood boil that Roxy Palace under 32red licence refused to self exclude me on request.

I know 32Red has a great reputation here. I am disapointed they would happily accept deposits and bets from a player who has declared themselves as a problem gambler and requested self exclusion from another casino they hold under their licence.

Thank for reading my moan!
 
Dear thesea34,

Thank you for bringing this to my attention and I appreciate the speedy response to my PM asking for your username.

I can see from your Roxy Palace account that the account was closed immediately following your self-exclusion query. I can also see that an alternative to printing documents was offered but declined.

That said, I can see you didn’t have our usual level of support and this is under review. Please check your PM’s.

Mark
 
Thank you Mark for your PM I can see why you have so high a regard on this site.

Just to update the thread Mark is kindly resolving the issues regarding my account.

Thank you once again. N
 

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