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Casino Complaint Roxy palace casino

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Cristian, Feb 8, 2015.

    Feb 8, 2015
  1. Cristian

    Cristian Experienced Member

    Occupation:
    gambling
    Location:
    Constanta
    About 1 week ago i tried to log in at Roxy palace , but couldn`t . I got the notorious " code 101 " account "temporarily" closed message . Knowing that i did nothing wrong i contacted support right away and asked around . I`ve been told that my account was under review ( whatever that means ) and was told that as soon as the verification has been completed i will be notified by email . I was assured that this " random " verification happens to all the players at Roxy palace casino .

    One week later , still no response . I contacted support once again and asked about my account's status . They told me that there is still no feedback from the relevant deparment .

    And the same runaround answer :

    Our Risk team are reviewing the account and as soon as we have feedback on the account, you will be notified by email.


    This is honestly bad practice from the casino staff . No info at all , closing account without prior notice , demanding answers and not getting any at all . I don`t know what there is to be reviewed but they sure take all the time in the world to do it .

    I am a verified ( docs and whatnot ) player and a depositing one at this casino group .
    Haven`t had any issues before , and all my cashouts went smooth and fast as they claimed on their website .

    But this is just disappointing ...
     
    2 people like this.
  2. Feb 8, 2015
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    I appreciate this probably ain't very helpful but unfortunately it seems that casinos are not at liberty to give out reasons if they choose not to.

    I worked in a B&M casino for years and they adopted a very similar policy in that they could revoke members altogether without providing any reasons whatsoever.

    In my experience of online play I've luckily only suffered from the odd 'bonus ban' rather than total ban and rarely has the casino admitted my 'estimate' as to the reason why when I've approached them via chat or email.

    Only the dreaded 888/Cassava group admitted that I'd basically exploited their loophole way too long and won too much!!!

    I too have played at Roxy / Splendido a good few times and also had several accounts from VPL 'migrated' to them, never had an issue so to speak until I hit a BIG cashout then all of a sudden my '100% and 100 free spins emails vanished.

    You will probably find its 'nothing' and that all will be ok, however I'd give them the occasional 'nudge' from time to time as it seems a few casinos are slipping into the 'poor CS' pot.

    Alternative advice would be to play at the 'good guys' 32 Red, Guts, BetAT, Next - great CS and issues are usually sorted there and then :) and they all offer the same games you will find at Roxy (PS, they also have better promos too and don't ignore the 'small fish' - which Roxy seem to do by insisting on minimum £50 deposits when accepting a deposit bonus :( )
     
    1 person likes this.
  4. Feb 10, 2015
  5. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    My experience many years ago with them is that they will bonus ban and then blatantly lie to the player about it by claiming that their spam filters must suddenly have started blocking the emails, or that there was a "technical problem" which they have just fixed (followed by a sudden burst of newsletters, only for the "technical issue" to return after the next withdrawal.


    Something just as odd happened to me last year on my migrated VPL account. I made one withdrawal and all went fine, and later had a much bigger win, some £6000. I suddenly had "technical issues" with the lobby showing a black rectangle in place of the VIP offers. I didn't deposit for a short while, then got an email asking why. I told them, and they said they could see no reason why I would have this problem. The next time I logged in, someone had changed the password on my account!! The VIP host said they would send a reset email out, it didn't arrive. Then they said they would do the reset themselves and send me the temporary password, which strangely DID arrive. Unfortunately for them, I had lost patience and uninstalled the casino.

    The next email was to inform me that I was selected for "promotion" to "pre-VIP" status. Rather odd given that I was Platinum VIP before the onset of "technical problems", which according to them was nothing to do with their end (such as a demotion or bonus ban).

    Whatever happened, they seem to be regretting it now. The bidding is now at 100% up to £150 and a load of free spins, 4 emails, and 3 phonecalls:rolleyes: Still, it's a download client, and there are still some unresolved issues with the software despite a lengthy clean reinstall of around a third of my regular MGS casinos. Updates tend to add to the corruption of files, so a major fix by MGS usually means a clean reinstall of some 20Gig of files over several hours spread over 2-3 days.

    I am probably good for one more decent withdrawal at Roxy palace before the ban hammer becomes permanent, so I may as well save the moment for later;)
     
    1 person likes this.
  6. Feb 10, 2015
  7. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Roxy is Accredited here, so contact the forum's rep and see what they have to say about this:
    http://www.casinomeister.com/forums/member.php?u=14403

    KK
     
    1 person likes this.
  8. Feb 10, 2015
  9. Cristian

    Cristian Experienced Member

    Occupation:
    gambling
    Location:
    Constanta
    I'll just wait it out . I'll contact the rep if there is no feedback .
    If the ban stands , probably i won`t even get an explanation from the relevant department . It can`t be bonus related because i rarely take a bonus .
     
  10. Feb 13, 2015
  11. SeatFan

    SeatFan Dormant account PABaccred

    Occupation:
    Sales Manager
    Location:
    EU
    Just saw this thread after I sent a PM to the Roxy/Splendido Rep.

    I am having the same experience as the OP. Account suspended (code 101) even though it has been previously verified. This is the answer I got from support:

    "Unfortunately we are unable to accept players from your country due to various laws in your region governing online gambling. We have therefore had to close all Real money accounts you have opened with Casino Splendido. Your current balance is still however under review and you will be notified as soon as we have more details. We hope that if/when your country legislates online gambling, you will not hesitate to ask us to re-open your accounts."

    The problem is I also have a withdrawal from Casino Splendido which has been pending for two weeks now. When asking about this, the support can't say anything other than "your account is still under review".

    I noticed I share the same first name and the same country with the OP. Before anyone jumps to any conclusion, we don't know each other. However, the casino might find it convenient to think otherwise.
     
    1 person likes this.
  12. Feb 13, 2015
  13. Cristian

    Cristian Experienced Member

    Occupation:
    gambling
    Location:
    Constanta
    I`ve searched for a country ban in their T&C's and i coundn`t find any . Anyways , still no feedback ...



    You are now chatting with Justine
    Justine: Hi, how can I help you today?
    Me: hello
    Me: can you please tell me if you currently allow romanian players at Roxy palace casino
    Me: i've searched the tc's but i cannot find any info
    Justine: I'll be happy to hlp you with that.
    Justine: Romania is allowed to play in the casino.
    Me: ok , thank you Justine
    Me: have a great day
    Justine: You are welcome'.


    Weird , huh ?
     
  14. Feb 14, 2015
  15. 09237653

    09237653 Meister Member

    Occupation:
    .
    Location:
    UK
    Ive also had the "code 101" account locked for no reason, ive deposited and cashed out hundreds of £ on this account, still receive weekly promo emails (same crap every week) for splendido and roxy palace despite being locked out of both, anyhow ive uninstalled them, CBA with their crap anymore, plenty of other MG casinos out there.
    They're accredited status should be revoked until some explanations are made IMO
     
  16. Feb 26, 2015
  17. jim509

    jim509 Newbie member PABnononaccred

    Occupation:
    Cleaner contractor
    Location:
    UK, England
    Roxy palace are not top of my 2015 Christmas card list. After depositing £200 I recived a bonus of £150. After wagering way above the WR they refused a payout of £1400 as on two bets out of thousands I had exceeded the max bet rule by £12.50 (I doubled at blackjack).

    They could have just voided the bets but they used it as an excuse to confiscate the entire £1400. Yes it was covered in their t&c and some may agree with their practices but in my opinion run a mile from them.

    They will aggressively use t&c against you. Given your post they probably identified you as a player who was doing a little too well so decided to suspend your account.
     
  18. Feb 26, 2015
  19. mcgameboy

    mcgameboy Screenieholic & Essayist mm2

    Occupation:
    Casual Stocktaker (Inventory Counter)
    Location:
    Belfast
    Correct me if I'm wrong, but in a previous thread that you yourself started, you said the "entire" amount you won was £3400, not £1400. And
    that you did get paid £2000 out of that £3400.

    What you typed above is a little misleading and also isn't telling the whole story.
     
    2 people like this.
  20. Feb 26, 2015
  21. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    You beat me to it.:thumbsup:
     
    1 person likes this.
  22. Feb 27, 2015
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    You are in the UK, and they have a UKGC licence. Their excuses seem questionable. The other player who is not in the UK has been told their account has been closed due to laws in their home country having changed since they opened the account. If true, there should be none of this "under review" BS, the balances on the accounts should be paid out as part of the process of closing out players from a country that has just been ejected due to local law changes.

    I too had something very odd happen some time ago, my account password was changed, and it wasn't me, and it stopped me from logging on. These more recent stories now have me thinking that the VIP desk were not being honest with me over what REALLY happened. They used the old "technical problems" excuse.

    Roxy Palace boosted their UK player base by buying the UK players of Vegas Partner Lounge, itself a chaotic and botched response to the new UK regime as players were first all moved to Casino UK and told they would be able to carry on playing there.
     
  24. Feb 27, 2015
  25. jim509

    jim509 Newbie member PABnononaccred

    Occupation:
    Cleaner contractor
    Location:
    UK, England
    Point taken. You are right. It could be seen as misleading.

    I deposited £200 with Roxy and asked for a £1400 withdrawal leaving a few hundred in my casino account to play with. I went on to win a further £2000 which I requested as a second withdrawal.

    Roxy emailed me stating the funds would not be paid. A few days later I was suprised to recived the second withdrawal of £2000 to my bank account. I am quite sure it was an admin error that the £2000 slipped through their net.

    I will chose my words more carfully next time. Thanks for the heads up.

    Good luck to the op in resolving his issue.
     
  26. Mar 3, 2015
  27. Cristian

    Cristian Experienced Member

    Occupation:
    gambling
    Location:
    Constanta
    Guess what ? one month later and still nothing . No explanation , nothing ... regular security check they say ?
    Someone should start asking questions , it seems like regular users ( customers ) have nothing to say and they will just ignore you .

    Also their website doesn`t work anymore ( for me )
    " Contact us " tab in the casino software returns an error : Error -118 when loading url
    Way to go there Roxy palace , well done .


    My last contact with them was on Feb. 8 :

    Dear Cristian ,

    Thank you for your patience.

    Your account is under review and we will keep you updated with any further feedback.


    REALLY ?!
     
  28. Mar 8, 2015
  29. Cristian

    Cristian Experienced Member

    Occupation:
    gambling
    Location:
    Constanta
    Got an email today :


    Unfortunately we are no longer able to accept players from your country.


    We have therefore had to close all Real money accounts you have opened with Roxy Palace.



    We hope that if/when we are able to accept players from your country, you will not hesitate to ask us to re-open your accounts.



    Should you have any queries, please feel free to contact us at This email is not visible to you.

    whatever .
     
  30. Mar 8, 2015
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    More botched implementation of changes due to gambling laws. It took a MONTH for those dealing diligently with your problem to discover that it had such a simple explanation:confused:

    This would NOT however, allow them to refuse to pay any monies owed to you from before this was implemented.

    As these are often "undocumented country exclusions", how do they expect the PLAYERS to know when or even whether their country is accepted. If they expect to recover such players at a future date, it is the casino that will have to contact the player to inform them that the relevant licence has now been obtained, and that they can request their account be reopened.

    UK players suffered similar "jerking around" when Vegas Partner Lounge made a dog's breakfast of the changes ahead of Nov 1st licencing changes. We all ended up in Roxy Palace too, and it was also problematic. It may well be the fact that Roxy Palace became licenced in the UK that has caused it to pull out of other countries. There are conditions with the UK licence that govern the types of other markets that can also be accepted, and it depends on whether these other markets are fully legitimate, grey, or black. "Grey" is where it is neither legal nor explicitly illegal to offer service, and UK licencees have to risk assess and report to the UKGC the results if they want to operate in a "grey" market. A "black" market is pretty much out of the question under a UKGC licence, unless the casino can present a good legal argument for it not actually being illegal to offer the service there. It is all down to the issue of a sudden collapse of a grey or black market causing the casino to be unable to meet it's obligations under the UKGC licence, such as the safety of players' funds. It's a lesson learned from the Full Tilt scandal where a sudden collapse of the US market due to actions by the DoJ, coupled with a high risk and foolish decision by bosses, brought the company down and unable to pay players in the UK and Europe their own money held in their accounts.
     
    3 people like this.

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