Problem with Roxy Palace casino

crjames

Dormant account
Joined
Jul 19, 2012
Location
Bristol
Hello everyone,

I have an issue with Roxy Palace casino that I thought I would ask some advice on.

A week ago I registered with them and played a quite long session consisting of slots, blackjack, but mostly 3 card poker. During and after the session I saw in the lobby area that the amount of my bonus went down from only 150 to 140. I emailed in to them, and asked why this was, to which they replied that only slots counted for the wagering, and that the blackjack and 3 card poker I played did not count. However on their website it said that table poker counted 50% towards the wagering, and blackjack 2%. I contacted them pointing this out, at which point I was told that this was an error on the webpage which would be fixed by their technical team (it took 2 days to fix it from this point).

Obviously I then replied and said that I thought that the rules that I saw when I visited the website should apply. After this there has been a few emails back and forth, during which the various contacts have said the rules were changed in June (even though I saw what I assume to be the old rules in July) and that these rules would apply to me. Lastly I asked my email to be forwarded to a manager, who said they could find no reason why I would see the old rules (even though the first person I contacted admitted that the website was displaying the 'incorrect contributions'). They also gave me a website called ecogra to complain to, but on there they say that at least 2 weeks must have passed before I can contact them, and I would prefer not to wait another week for what I consider to be an obvious error on Roxy Palace casino's behalf.

I would appreciate any advice you can give.

Chris
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Hi. Roxy Palace is an Accredited casino here at Casinomeister so there is a well established procedure you can follow to get some attention to your issue:
  1. contact the forum representative, Roxy, for assistance.
  2. file a Pitch-A-Bitch and we'll look into it for you. Please read the Pitch-A-Bitch FAQ before proceeding.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The weightings are now 100% for slots, and 10% for Video Poker. Other games are weighted 0%

At the bottom of the rules is this:-

Last updated: 20-06-2012 16:32 PM

If the bonus was claimed after this date, these new rules would apply.

There is also a .org site for Roxy Palace, an unnecessary confusion, and potential source of the kind of error reported here. Too many different mirror sites can create such errors, as can having the same terms on different pages of the same site. Updates can be applied to one page, but others left out, and this has caused similar disputes in the past.

The old rules may not necessarily have weighted 3 card poker at 50%, as most MGS casinos set a lower weighting for this variant, if not for all table poker games. Blackjack and Video poker is generally 10%, and the new rules differ in that Blackjack has been removed and set at 0%.

A 0% weighting can be taken as "do not play" when using a bonus.

Many MGS casinos have messed around so much with "Clearplay" that it is now anything but "clear". The original idea was that ALL games could be played, but some would count much less than others, with players choosing these games having to wager more than players choosing slots for the same amount of bonus.
 

Roxy

Casino Representative
Joined
Dec 17, 2004
Location
Canada
Chris,

Please note that we would like to resolve this concern you are having, and have sent you an email earlier today regarding this matter.

We look forward to hearing from you.

Regards,
Roxy Rep
 

crjames

Dormant account
Joined
Jul 19, 2012
Location
Bristol
Thank you maxd for your recommendation. I was actually contacted by 'Roxy' before I got in touch with her, and although we have not agreed on the facts of the case she did make an offer which I believe to be a reasonable compromise and have decided to accept. Because of that I feel the matter is closed and will not be filing a pitch-a-bitch.

Thanks to all concerned.

Chris
 

Cardinal

Dormant account
Joined
Jul 26, 2012
Location
.
Hello everyone,

I have an issue with Roxy Palace casino that I thought I would ask some advice on.

A week ago I registered with them and played a quite long session consisting of slots, blackjack, but mostly 3 card poker. During and after the session I saw in the lobby area that the amount of my bonus went down from only 150 to 140. I emailed in to them, and asked why this was, to which they replied that only slots counted for the wagering, and that the blackjack and 3 card poker I played did not count. However on their website it said that table poker counted 50% towards the wagering, and blackjack 2%. I contacted them pointing this out, at which point I was told that this was an error on the webpage which would be fixed by their technical team (it took 2 days to fix it from this point).

Obviously I then replied and said that I thought that the rules that I saw when I visited the website should apply. After this there has been a few emails back and forth, during which the various contacts have said the rules were changed in June (even though I saw what I assume to be the old rules in July) and that these rules would apply to me. Lastly I asked my email to be forwarded to a manager, who said they could find no reason why I would see the old rules (even though the first person I contacted admitted that the website was displaying the 'incorrect contributions'). They also gave me a website called ecogra to complain to, but on there they say that at least 2 weeks must have passed before I can contact them, and I would prefer not to wait another week for what I consider to be an obvious error on Roxy Palace casino's behalf.

I would appreciate any advice you can give.

Chris
Hi,
I am basically in the same boat as you with Roxy.

I deposited 60 for a bonus in late June and saw the old terms on the site, the day after they say they changed them. Because I played a game other than Slots and Video Poker they locked my account for disallowed play according to support.

The funny part is they changed the bonus terms from every game allowed, as it has been for years and which I am used to, to only two without informing players in the emails they constantly send with automatically added bonus offers.

You think a small notification would have been appropriate - "Please take note we have changed our terms - winnings will be voided if you don't play only slots and video poker". And what is worse because they did not update every page on their site some players still saw the old terms.



Unlike you I have been a long time player for nearly 3 years now, I'm not sure maybe it is only an honest mistake, in the past cashouts were processed quick etc. I won only a few hundred and did not even finish the wagering to withdraw.

Because I can't contact their promotion department through their own site I hope here that will be possible.

Thanks
Tomasa
 

Roxy

Casino Representative
Joined
Dec 17, 2004
Location
Canada
Hi Tomasa,

I would like to assist with your query - would you mind to either send me a Private Message, here on Casino Meister with your account number at Roxy Palace - and I will have a look at your account?

Regards,
Roxy Rep
 

topoor

Banned User - Multiple banned forum accounts
Joined
Nov 17, 2005
Location
UK
Roxy palace did this to me also. I played the bonus on slots in the end. It was around 3 months ago. When I pointed the issue out my account was closed without notification or explanation.
 

BBKPoker

Dormant Account
PABrogue3
Joined
Dec 5, 2005
Location
Edinburgh, Seattle, Vancouver BC, Auckland
Their terms are horrendous, I don't know why anyone would want to play them. 50x bonus wagering, and none of the table games count for anything. Considering 30x is a Microgaming standard and other sites give you much better flexibility with playing table games just play somewhere reputable that offers reasonable game weightings and doesn't gouge you like Roxy making it impossible to withdraw.
 
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