Roxy Palace first experience and unwanted bonus

[the_riz]

So. I downloaded and installed Roxy Palace MG suite and deposited £30 to run through Immortal and pass some time before work. Set it at 60 per spin and went out to have a smoke. When i came back my balance was at £5.27...

No worries i thought. Win some lose some... Within 3 spins i hit the bonus... 66 quid... Went back to game and the balance was now sitting at £102...Cool i thought. I mustve read it wrong...

So i thought id withdraw £50 to run through another casino and keep £50 just to play around with... I was met with " you have not met the bonus requirements to withdraw"

I checked my balance and it said...

Cash Balance -72.16
Bonus Balance-30.00

I contacted a rep (who was rude) and was told the bonus was automatically credited on my deposit. I tried to ask questions but kept getting that statement.

Now my problem is that i was still playing my £30 when i won. Also the bonus was not credited straight away because there was no bonus on my balance while i was playing
It was only actually after i won it seemed to happen. Hence the reason my balance jumped £30 quid. Is this even legit???

Your thoughts?

 

[RoxyAffiliates]

Roxy Affiliates - point of contact

Hi the_riz,

We would gladly help and answer your questions.
It seems that you signed up through our 1250 offer promotion, can you confirm this please.
All promotions, for all casinos will always come with wagering requirements, nevertheless if you have any questions we are happy to answer them.

Could you please PM us and give us your account number?
We will investigate what has happened and we will get back to you with answers.

Have a nice weekend.

Warm regards,

Roxy Affiliates

 

[CasinoBeacon]

Question for the Roxy rep- are the bonuses automatically credited upon first deposit, or can the customer opt out (without having to contact support)?

Thanks.

 

[chuchu59]

So. I downloaded and installed Roxy Palace MG suite and deposited £30 to run through Immortal and pass some time before work. Set it at 60 per spin and went out to have a smoke. When i came back my balance was at £5.27...

No worries i thought. Win some lose some... Within 3 spins i hit the bonus... 66 quid... Went back to game and the balance was now sitting at £102...Cool i thought. I mustve read it wrong...

So i thought id withdraw £50 to run through another casino and keep £50 just to play around with... I was met with " you have not met the bonus requirements to withdraw"

I checked my balance and it said...

Cash Balance -72.16
Bonus Balance-30.00

I contacted a rep (who was rude) and was told the bonus was automatically credited on my deposit. I tried to ask questions but kept getting that statement.

Now my problem is that i was still playing my £30 when i won. Also the bonus was not credited straight away because there was no bonus on my balance while i was playing
It was only actually after i won it seemed to happen. Hence the reason my balance jumped £30 quid. Is this even legit???

Your thoughts?

If you had not claimed the promo they cannot just insert the bonus after you have started playing. Besides, even if the bonus is to be credited it should be done immediately otherwise your play during your smoke will not count towards wrs. From my recent experience at Roxy Palace you need to claim the promo before you get it as they arent available for everyone so honestly they are wrong to slip the bonus in without your agreement. IMO , at your request, they should remove the bonus right away unless they can prove you claimed their promo. Incidentally, I recall that its a series of match bonuses, and once the first bonus is claimed they send you an email saying you are eligible for the 2nd one and so forth.

 

[the_riz]

If you had not claimed the promo they cannot just insert the bonus after you have started playing. Besides, even if the bonus is to be credited it should be done immediately otherwise your play during your smoke will not count towards wrs. From my recent experience at Roxy Palace you need to claim the promo before you get it as they arent available for everyone so honestly they are wrong to slip the bonus in without your agreement. IMO , at your request, they should remove the bonus right away unless they can prove you claimed their promo. Incidentally, I recall that its a series of match bonuses, and once the first bonus is claimed they send you an email saying you are eligible for the 2nd one and so forth.

Apparently i had "claimed the promo" . I got a £10 no deposit wen i signed up. Didnt read much into it though. Blew through it to zero. wasted the last few pence bringing total to zero so i could play with real money. What is annoying me and has put me right of this casino is that there was no indication a bonus was added.

For example. . . I deposited in Red Rush first time last week. It told me my first deposit match bonus was added and i contacted CS and they removed it for me in seconds.

I wasnt told there was a bonus added. In fact the bonus didnt seem to be added until id clicked on the "Back to game" in Immortal. I was very cranky yesterday and prolly should have contacted the rep before making this thread. Im about to pm him now but i feel ive unwillingly signed up for some bonus scheme and will be bound by small print T and C. Apart from the poor CS i got from some guy named Storm im actually cool with the situation now. I still have 100 quid to mess around with and hopefully meet the PT and walk away with more than that bonus was worth. Its possible

 

[RoxyAffiliates]

Regarding unwanted bonuses

Hi CasinoBeacon,

Regarding your question, bonuses linked to promotions are indeed automatically credited upon a player’s first deposit. If any player does not wish to receive any kind of bonus he or she needs to ask Customer Service to remove the already credited bonus. At the same time the player can then also ask to be opted out from any promotional mailings or further promotional bonuses.

Regarding the promotional newsletter players receive each week – they can opt out themselves and do not need to contact Customer Service.

We have also sent a PM to the_riz with more details regarding this.

If there are any more questions feel free to contact us.

Warm regards,
Roxy Affiliates

 

[vinylweatherman]

Hi CasinoBeacon,

Regarding your question, bonuses linked to promotions are indeed automatically credited upon a player’s first deposit. If any player does not wish to receive any kind of bonus he or she needs to ask Customer Service to remove the already credited bonus. At the same time the player can then also ask to be opted out from any promotional mailings or further promotional bonuses.

Regarding the promotional newsletter players receive each week – they can opt out themselves and do not need to contact Customer Service.

We have also sent a PM to the_riz with more details regarding this.

If there are any more questions feel free to contact us.

Warm regards,
Roxy Affiliates

The problem is that they are not credited immediately, but at some random time later when the player has already started playing their deposit. This means they CANNOT then ask for the bonus to be removed, even if they noticed it get slipped in. Bonuses that are credited after a delay should be explicitly claimed by the player at the time of deposit, so that they are fully aware that the deposit will later lead to a bonus being credited, binding them to it's rules. The player could either play on knowing this, or log out and come back later to play once the bonus has turned up.

Most MGS casinos seem able to add the bonus so "instantly" that it arrives even before the player has left the cashier after making the qualifying deposit. Many also use the "pitboss" slider to confirm that a bonus has just been added.

 

[the_riz]

My problem wasnt with the bonus. I guess i "opted in" by taking the £10 welcome. My problem was it seemed very sneaky to add the bonus when i hit a decent win. The rudeness of "Storm" your CS guy also played a part in making me leave your casino. Ill take it as a lesson for the future. Account is closed.Casino uninstalled and they can probably lock this thread too.

Have a nice day tho

 

[RoxyAffiliates]

Hi the_riz,

We would like to take this opportunity to apologise for what you have described as poor customer service. We take a lot of effort in trying to provide top quality customer service so we can only say sorry if we have fallen short in this instance.
We can assure you this will be looked into internally.
If you could PM us with your account number that would really help us to get to the bottom of this.

Warm regards,

Roxy Affiliates