ROXY PALACE LOCKING U.S. ACCOUNTS TODAY

[jetset]

I think they've just exacerbated the problem:

1) No notice of intention to lock accounts at all.

2) No communication with US players on what arrangements have been made for them to withdraw their account balances and realise their comp points.

This is nothing short of ROGUE behaviour imo. This may directly affect US players, but it should also serve as a warning and an alarm for all players.

 

[Roxy Palace]

Roxy Palace Casino Group Response

In response to the threads regarding Roxy Palace no longer accepting US bets as of the 1 June 2007 we would like to add the following:

Please be advised that all our active players at the Casino were informed of the lockouts via email but unfortunately we are not able to guarantee that emails are always delivered.

Regarding players being paid - players will be paid the balances due to them, according to our Terms and Conditions.

We had taken the decision to close all US accounts due to the current climate in the US.


Regards,

Roxy Palace Casino Group Representative

 

[mrracetrack]

In response to the threads regarding Roxy Palace no longer accepting US bets as of the 1 June 2007 we would like to add the following:

Please be advised that all our active players at the Casino were informed of the lockouts via email but unfortunately we are not able to guarantee that emails are always delivered.

Regarding players being paid - players will be paid the balances due to them, according to our Terms and Conditions.

We had taken the decision to close all US accounts due to the current climate in the US.


Regards,

Roxy Palace Casino Group Representative

A rather crass and mechanical posting, in my opinion.

Not even a hint of an apology... or a "thanks for your patronage" to the US players.

And anyone that has money in their account... better hope you abided by all the "Terms & Conditions"...

I'm NOT IMPRESSED with Roxy Palace... not a bit.

 

[jetset]

Whilst I'm inclined to look at the above post with more than a little scepticism I am relieved that Roxy has awoken to the fact that it needs to communicate with its US players in a more efficient and timeous manner.

Bottom line is the undertaking to pay out all the players it owes, and we'll be watching to see if that is done within a reasonable time.

 

[soflat]

I never got the email (I've always received the promotional emails).

I just went to login to my account to take a screenshot of my pending withdrawal but I am now locked out.

 

[jetset]

Soflat, it would be appreciated if you - and for that matter any other US players at this group - would post here on any developments going forward.

This is especially as far as payment of account balances and comp points goes so that we can monitor what is happening with this issue, because on the basis of behaviour to date it does not look likely that Roxy management are going to bother with progress reports.

I have to say I find the manner in which Roxy is handling this, and the lack of information on arrangements and timeframes for US players is appalling.

 

[footdr]

ROXY PALACE OWES ME MONEY

Also, Roxy palace still contends my check for $1000.00 was mailed to me on 5/14, which obviously is untrue as I have not recieved it and it was had 15 days to reach me.

Other players have been lied to also, as per their posts.

They refuse to attempt any followup until it has been in the U.S. mail for 21 days.

I was under the assumption that it was 21 days from cashin minus the reversal period of 24 hours. Making it 22 days from day of cashin.

this totally sucks.

 

[footdr]

THEY OWE ME MONEY

I was told that my check was mailed to me on 5/14 in the amount of $1000.00.

Since I have not received it and it has had 15 days to reach me, I don't believe them.

They did however send me the transactions report I requested from 1/05 to present.


They suck, they wont follow up on the check

 

[soflat]

Soflat, it would be appreciated if you - and for that matter any other US players at this group - would post here on any developments going forward.

I'll do that.

But it looks like it might be a while before I see my money

 

[NASHVEGAS]

I never got the email (I've always received the promotional emails).

Also no e-mail here either but I have all promos up to this past w-e saved in a folder. How ironic. Since I saw the e-mail a day or so ago Cynthial(I think) got, did Roxy selectively send the e-mail notice perhaps conveniently to only those with small or zero account balances.......my reading in between the lines of their offensive post. Will they be removed from the accredited list??????

 

[cynthial]

Maybe so Nash as I did indeed have a zero balance.

 

[Casinomeister]

I hope we are not jumping to conclusions here. I've just spoken to eCOGRA and it appears that most of the accounts with balances in it were notified either telephonically or via email two weeks ago. It seems that a number of people here who are complaining don't even have an account that is affected.

I'm pretty sure those who are being notified now have zero balances. I'm I right or wrong on this?

This is an excellent casino that has been on this site for several years and has generated hardly any player disputes. It's a shame that many of you have overlooked this.

The US market is pretty much gone. Get over it already. If you are a US player, get used to having major payment problems. Or just quit. The landscape for payment processing changes almost daily. Sorry if this is grating, but I'm getting tired of seeing good casinos getting bashed for pulling out of the US market.

I pretty much remember stating last October that if you are a US player, this is something you're going to have to deal with. This is one of the reasons I quit advertising for US players back then. I knew that there would be serious problems in store.

 

[NASHVEGAS]

Maybe so Nash as I did indeed have a zero balance.

Thanks. I was not trying to be nosey about your account and am not implying you thought I was. Just want to let you know......................also just reread the e-mail you received and Roxy stated they had already locked your account so what do I know. One could make the arguement that Roxy kept you from depositing. Then Soflat states at that time his account was not locked so maybe they based their e-mail actions as well as locking of accounts on deposit frequency and account balances. I smell a rat regardless. We will never know what Roxy did........really does not matter now as it is what it is for US players.....yes, it sucks but all US players are aware of the risks as we have been warned numerous times to sit back and wait.......if I (we) played or continue to play I realize I am swimming at my own risk and ultimately I am responsible for my actions.............no differerent than buying a risky stock and watching a company go belly up for whatever reason(s). I took the risk.....some will bash me for different reasons but perhaps it is time for all US players to fully accept the reality and risks..........I still hope for the best for all(everyone gets paid,etc.) but accept the risks cause the Roxy scenario will continue with other casinos........rant 2b continued.

Question for CM, How did my post get moved down one slot as originally it preceded yours above. Would my editing (maybe w/o posting a reason) have caused this. Regardless, this post was written w/o knowledge of your post now above and thus this post was not a response to your post for the record.

 

[footdr]

NO NOTICE OF LOCKED ACCOUNT-STILL OWE ME $

While I understand what Casinomeister is saying.

Personally, I had been in touch with them daily and have played there consistantly since 2005. Feel, they could have atleast gave me verbal or email notice.

Also, while we expect delays in receipt of payouts via check. We certainly don't appreciate being given inaccurate information and decieving answers regarding our payments.

They informed me that my check I requested on May 9 was MAILED to me on 5/14, I have confirmed with atleast 4 individuals in support that it was infact MAILED out on May 14.

I have not received it as of 5/29, it has had 13 days to reach me, 14 if not in mail today.

NONE of these checks has EVER taken more than 7 days to reach me and the majority received in 3-4 days after being mailed.

now my account is locked. They refuse to provide any information regarding where the check was mailed from or followup on it until it has been in the mail system for 21 days!!!.

They are either being untruthful about it being mailed or are not giving me the correct date it was processed, but will not even try to find out from the processor.

I doubt it was ever processed at all. I think that is why they made this decision and we will all be getting an email to select another payment method after the 21 days is up.

Hope I am wrong but based on the fact so many of us have been told the check was mailed and the 21 days are nearing, it is a possibility.

BELEIEVE ME I AM NOT PLAYING AT ANY MICROGRAMING CASINOS SINCE FIRST CHECK DIDN'T ARRIVE WHEN IT SHOULD HAVE.

THEY ARE ALL HAVING THE SAME ISSUE

 

[jetset]

I can't agree with you on this, Bryan.

IMO this has the tone of a botched and insensitive closure when compared to the professionalism of other outfits exiting the US that have:

1) Told ALL players simultaneously that they are closing and when (and didn't seem to have trouble with "lost" emails)

2) Did it in a generous timeframe to give those players time to clear their accounts and comp points

3) Communicated the exit plan to their players, including contact details for any problems and keeping Support running several weeks after the official closedown

4) Kept the accounts open right through to the closedown date

5) Ceased taking US deposits from the first notification to US players - and ceased sending out promos to US players as well.

The Professor posted his affiliate communication here on 29 May....with the closure date June 1st! Perhaps he could inform us of the date he received that email?

There are other players here who received emails only a short time ago, and of course as this thread indicates other players who have received no notification at all, yet have been sent promos up until last weekend....and of course now find their accounts locked before the June 1 date.

Then, when they do appear here after the proverbial starts hitting the fan, the tone of the Roxy post is to say the least disappointing and uninformative.

This may have been a trouble free group in the past, but they are not shedding their US Players in a professional and sensitive manner imo.

 

[soflat]

Bryan,

I agree Roxy / Splendido is a good organization. And we Americans should expect payment delays and closings. If we choose to play we are accepting the risks.

But this should hardly be held up as a model for how casinos proceed when closing out a country. Why should they do it like this? Just because we've become insignificant?

 

[footdr]

RECEIVED PHONE CALL FROM OPERATIONS SUPERVISOR

Wanted to let everyone waiting for a check know that I received a phone call from Tessa, operations department.

She apologized for the difficulty I was having regarding the check issued me on what turns out to be May16 not 14th.

She offered to expedite transfering the money to Eco Card.I am going to wait until tommorrow, one more mail delivery, if it is not there I will have her do this.

She mentioned the posts on Casinomeister, I am sure she saw mine, but not sure how she knew it was me, come to think of it, but anyway I asked if she wanted me to post this and she said that would be fine.

She she that anyone else waiting close to 21 days for there check after receiving confirmation it was mailed, should contact her. If they want to be paid via ecocard(I think that is the only other option there is)
She also said it is near impossible to get exact feedback from the processor they are using, and the difficulties getting people paid was the biggest reason for making their decision to discontinue U.S.

 

[SlotsWizard]

The contribution of bets from US players currently comprises an insignificant amount ...

How nice of them to blame the U.S. players for not depositing enough when the real problem was that they couldn't find a reliable processor.

She said ... the difficulties getting people paid was the biggest reason for making their decision to discontinue U.S.

 

[paul02085]

You US players need to quit whining about being treated like crap. You are giving these great casinos a bad name. Stop it.

 

[footdr]

WE DESERVE TO BE TREATED THE SAME AS ANY PLAYER

We are not whining, We just don't like being told the check has been mailed when it has not. We also deserve to be treated as any other player.

The last few posts have not been slamming the casino. I played at roxy for 3 years was a vip and deposited tons of money.

I want to be paid in a timely manner and if they can not do that via check within 21 days they should advise players of that. So they can find another method of withdrawal.

 

[Simmo!]

You US players need to quit whining about being treated like crap. You are giving these great casinos a bad name. Stop it.

We are not whining, We just don't like being told the check has been mailed when it has not. We also deserve to be treated as any other player.

I think Paul was being sarcastic

 

[vinylweatherman]

While US players are criticised for continuing to play in the current climate, those casinos that still pretend all is well with the US market are just as much to blame. Rather than pull out all of a sudden with no notice, they should pull out NOW, and in an orderly manner. They know that during this month and next, things are going to get a whole lot harder than they are now, and any easing will have to await the debates about reversal of UIGEA, or relaxing the zeal with which is is pursued. It is casinos that hang on to the bitter end that are going to look bad. Had Roxy decided last month that payments were becoming a big headache, they could have acted in a much longer timeframe, and as well as sending affected players an E-mail, they could have placed a notice on the message of the day page, which currently active US players would see.

While some players may have had zero balance, they may have still had comp points, and were probably still waiting for their last withdrawal.

Is it not possible to lock banking, but still allow access to the account? - this is a rhetorical question; Grand Prive have done just that to an underage player, who can still access the casino, but cannot deposit or withdraw the 70 credits still there till she is 21.

The E-mail posted by Cynthia is an example:-

Dear Cynthia

Thank you for choosing RoxyPalace.

We would like to take this opportunity to Thank You for your patronage and loyalty at RoxyPalace.

Please be advised that the Casino recently made a decision that we would no longer accept wagers from players residing in The United States.

With this we would like to inform you that we have locked your gaming account, as you reside in the US.

Again, we'd like to thank you for choosing RoxyPalace online casino.

Sincerely,

RoxyPalace Customer Support

This was indeed sent, but only 2 days before closure, and also "after the fact". It doesn't say the account WILL be locked, but has been locked already. Cynthia was not informed of the balances on account and comp points available. This MAY be zero, but how is she supposed to know now she can no longer check.
I can see no reason why ALL players could not have been informed through the general promotional mailer system as a note on the twice weekly newsletter, with a clickable link for further details for those US players interested. Message of the day could also have carried notification.

This is a case of the casino choosing not to use methods that would notify the entire player base, not being unable to. Instead, they chose normal E-mail, despite the risks of non-delivery that they cite as their excuse as to why players were not notified when they should have been.

Sadly, I don't believe they were sent and not delivered, I had a similar issue last year when I was repeatedly told I had problems with my own systems, spam filters, or ISP when I didn't receive the newsletters. It turned out they had been switched off on my account and never sent, but I was never informed, and CS didn't seem to consider this possibility. It took a public posting here to get the rep to admit that my newsletters had been stopped, I suspected this, but damned if I could get CS to admit it!
Now this has come back to haunt them, if they were more upfront with players about stopping their promotion feeds, I would be more inclined to accept external problems as an explanation where players fail to get an E-mail on other matters, such as this.