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Resolved: Roxy Palace - Not Good Enough!!!

Discussion in 'Casino Complaints - Non-Bonus Issues' started by SAunnyS72, Feb 8, 2012.

    Feb 8, 2012
  1. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    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.
    My immediate reply - 10 mins later
    NO REPLY!!!... what he sent me the email and took off??

    Next Day:
    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.

    My reply:
    Reply from CS:
    During all this time NOTHING from my so called VIP manager.:mad: So I sent him a copy of my correspondence with the CS:
    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:
    I was so happy to receive this:

    Then an email from my GREAT VIP MANAGER:
    So I replied:
    His Reply:
    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!!!!:mad::mad::mad::mad::mad:

    :what: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!!!:mad::mad:
     
    Last edited: Feb 8, 2012
  2. Feb 8, 2012
  3. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Ok just double confirmed with the bank and the details are exactly the same I gave jackpotcity!

    :mad::mad::mad::mad::mad::mad::mad::mad:
     
  4. Feb 8, 2012
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
    1 person likes this.
  6. Feb 8, 2012
  7. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    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.
     
  8. Feb 8, 2012
  9. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Just a quick question... Why can't I see this in the "new posts"?
     
  10. Feb 8, 2012
  11. bsilva028

    bsilva028 Banned : multi-account fraudster PABnoaccred PABaccred

    Occupation:
    salesman
    Location:
    portugal
    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
     
    1 person likes this.
  12. Feb 8, 2012
  13. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    Because "new posts" only shows what you (personalized section) have not read before :)
     
    1 person likes this.
  14. Feb 8, 2012
  15. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    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.
     
    1 person likes this.
  16. Feb 8, 2012
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I thought you had won 150K:confused:


    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.
     
  18. Feb 8, 2012
  19. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    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 :mad:

    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.
     
    1 person likes this.
  20. Feb 9, 2012
  21. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    There is an update... You guys wouldn't believe !!! ...Just collating all the emails yesterday to explain.

    Will post shortly.

    Btw... Does the rep here do anything at all ? .... A post like this and he is nowhere to be found lol
     
  22. Feb 9, 2012
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is why it didn't work. It is not that you gave them the wrong details, but that when you gave them the RIGHT details, they ignored them, and again used the wrong ones.

    This is incompetence, and seemingly at higher levels than front line CS.

    If this was a rogue casino, this would be seen as a deliberate stalling tactic, rather than incompetence.
     
    1 person likes this.
  24. Feb 9, 2012
  25. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    That's why I said "you won't believe" ... In my last post ... What you said wasn't it either.
     
  26. Feb 9, 2012
  27. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Have you sent them a PM asking them to look into your issue? Or PM'd them with a heads up regarding the thread? Many reps do not log in here all the time, and only check their PM's or the forum when they receive an email notification of a reply to a thread, or a PM. Same with Bryan, Max and/or Simmo.....people "assume" they read all the threads and see every post. They don't, far from it actually. If you want someone's attention to a matter, you have to give them a heads up. FTR, the Roxy rep hasn't signed in here since December 2011. So that would be your first step. If you don't hear back from the rep within 24 hrs, not counting weekends (again, they are not all like 32Red staff and 3Dice, who login every single day)...then send Bryan or Max a PM and ask them to notify Roxy there is a problem.

    Roxy is a good casino, or they used to be anyway. I have no doubt you will get paid. But I commend your patience, I would have lost my mind by now. I don't wait for cashouts any longer than 24 hrs, period. You really should look into either a Neteller or Skrill/Moneybookers account, which offer nominal fees and much faster processing of funds. Both offer real time payments, which means when the casino's processor actually sends your withdrawal, it is immediately in your ewallet account. Just a suggestion. Best of luck to you.
     
    3 people like this.
  28. Feb 9, 2012
  29. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    OK... Here's the bizarre update.

    Sorry no short version this time as I need to clarify the whole thing (sorry chuchu). Also, I might have ended up helping a lot of Roxy Palace players and Roxy Palace themselves.

    So, after I personally went in and changed the details, I sent an email to the Casino:

    So waited all day and then this answer from my VIP manager:
    GOD GIVE ME STRENGTH!!!!... I went through EVERY SINGLE DETAIL and have not missed anything... I normally keep most of my emails purely professional and polite as I know at the end of the day 'they' are doing a job, but come on...everyone has a breaking point... but still I tried not to be too harsh....

    Here's my answer:
    NOW THE BEST PART!!! Email back after 40 minutes:
    So I did:
    Final Email from Richard:
    Ok so now hopefully I get my money soon.

    Now, my point is I only want fair transfer of my money... but REALLY??? 50 bucks ??? (that's like 2 clicks for me).... seriously I dont really care much about the bonus they offer me but the logic behind their business ethic/marketing/customer support. Through all this back and forth surely has a value of my time, frustration etc etc ...but also, it also shows how much am I really wanted as a VIP client who will spend a bit of money. I have done 3 major things (not boasting but its true):
    1. Have found out a glitch in their system, that would save them a lot of headache with their Australian clients in the future.
    2. I have helped any of the Australian players that might stumble upon this casino in the future a lot of heartache and get smooth transactions.
    3. Both of the above points mean more business for the Casino.

    There we go... hope to get my money soon ... they need to do better to keep me in their books.

    Great to hear from the rep here NOT!
     
    Last edited: Feb 9, 2012
    1 person likes this.
  30. Feb 9, 2012
  31. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Did you read my post Sunny? And wow, btw, to finding such an error on their banking page. You have definitely saved some other Aussie players some major headaches.
     
    1 person likes this.
  32. Feb 9, 2012
  33. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    Sorry... I just did... you must have posted it while I was posting :)... Thank you for the info, I will not hold it against him lol

    I'll do the right thing and send him a mail.

    Cheers:thumbsup:
     
    1 person likes this.
  34. Feb 9, 2012
  35. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    If this were a single error it would be incompetence. However, if they make repeated mistakes on the same issue then there are suspicions of this being a stalling tactic. Frankly, they have been in the business for a long time and I just wont believe they dont understand. They are feigning ignorance and hope that in your rage you will simply reverse the w/d and play it back. 50 bucks is a slap in the face in the light of the size of your w/d. Geeze, is this becoming a common occurence even with accredited casinos.
     
    1 person likes this.
  36. Feb 9, 2012
  37. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Occupation:
    Web Master
    Location:
    Clown Town

    I am almost 99% sure that this is the exact same banking page for bank wires at 32Red and every other mg casino (I will check this soon). So I don't get why there has not been the same complaint before :what:
     
    1 person likes this.
  38. Feb 9, 2012
  39. SAunnyS72

    SAunnyS72 On a Break

    Occupation:
    Entrepreneur
    Location:
    Australia
    That's what I thought as well mate!
     

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