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!
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!