Roxy Palace doensn't want to pay me

Schel25

Dormant account
Joined
Jun 21, 2010
Location
Holland
Hello,

A while ago I played at Roxy Palace (june 11). I deposited 100 euro, received the welcome bonus, won a reasonable amount and ended up at 770 after wagering. Six days later they requested documentation. I've send them an energy bill and a copy of my passport.

After 10 days I asked livechat when I could expect my cashout. The told me that "risk department did decide not to pay you. If you disagree you can talk to eCogra."

I've emailed eCogra (21 jun). They requested me to not post anything about this at forums. 31 juli I still had no reply so I sended eCogra a friendly reminder. Still no response from eCogra. 21 aug I've again send them a reminder. 23 aug Tex finally replied and told me that he already had send me an email at 28 of june. I'm 100% sure that that mail was never send (I never delete emails, I only archive. Gmail can't find the email Tex "had send me").

Anyway, Tex has send the email again and this is eCogras conclusion: "Your account did not pass the verification process".

If there should be something wrong with my verification they could request more documentation, call me etc. etc. They did not.

This sounds to me that Roxy Palace just doesn't want to pay me with no valid reason. eCogra is even coorperation.

What can I do? Thanks in advance!
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
I've emailed eCogra (21 jun). They requested me to not post anything about this at forums. 31 juli I still had no reply so I sended eCogra a friendly reminder. Still no response from eCogra. 21 aug I've again send them a reminder. 23 aug Tex finally replied and told me that he already had send me an email at 28 of june. I'm 100% sure that that mail was never send (I never delete emails, I only archive. Gmail can't find the email Tex "had send me").

I don't know Tex personally, but what I do know about him is that if Tex Reese said he sent it, then it was sent. There is such a thing as your ISP/email provider either sending it to the spam pit/black hole.. What reason would Tex have to not follow up with this issue in the first place?

I'd suggest filing a PAB and see where it goes. Maybe Tex can fill Max in on the particulars and shine some light on the subject.

And there's plenty of reasons for them to tell you not to post on forums about an outstanding issues. The #1 being that there should be not outside influence in regards to siding with the player or the casino...ie: gaining public support when the intricate details aren't publicly available.
 

Pinababy69

RIP Lisa
Joined
Oct 15, 2004
Location
Toronto, Ontario - Canada
I don't know Tex personally, but what I do know about him

He's a she. :p

I agree with Winbig...use the PAB process here. And in the meantime, don't post anymore...although you can fill us in once the PAB is complete.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland

casinopotato

Dormant account
Joined
Mar 4, 2008
Location
Mexico
Roxy Palace is at the very top of the heap when it comes to reputable. If they didn't pay you and eCogra agreed with them, then you probably did something fraudulent. If the docs you sent in were legit, why didn't you email eCogra/Roxy Palace back asking why you didn't pass the verification process?
 

Schel25

Dormant account
Joined
Jun 21, 2010
Location
Holland
Roxy Palace is at the very top of the heap when it comes to reputable. If they didn't pay you and eCogra agreed with them, then you probably did something fraudulent. If the docs you sent in were legit, why didn't you email eCogra/Roxy Palace back asking why you didn't pass the verification process?
I had a very long livechat session with Roxy Palace (I saved it if you want to read it). The bottomline: They didn't wat to give me a reason. I asked them to call me, ask for new docs etc. But they weren't interested. The only thing they said was the their decision was final... Same with eCogra.

Because eCogra nor Roxy didn't want to tell me what the problem was I turned to casinomeister.

I will do a "pitch a bitch", hopefully that will solve the issue. Thanks for all advice.
 

Roxy

Casino Representative
Joined
Dec 17, 2004
Location
Canada
Schel25,

Please provide me with your casino account number and I will look into your query and get back to you on my findings via email.

Thank you
Roxy Rep
 

Schel25

Dormant account
Joined
Jun 21, 2010
Location
Holland
Schel25,

Please provide me with your casino account number and I will look into your query and get back to you on my findings via email.

Thank you
Roxy Rep

Did you get my pm? I tried sending you a pm twice, but my "sent items" is still empty :what:
 

Roxy

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

I did receive your PM and have responded to your query via email - please confirm receipt of my email?

Roxy Rep
 

Schel25

Dormant account
Joined
Jun 21, 2010
Location
Holland
Hi Martijn,

I did receive your PM and have responded to your query via email - please confirm receipt of my email?

Roxy Rep
I only have received a pm on 22nd September. I did not receive a email... Can you send it again or pm your response?
 
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