Casino Complaint Roxy Palace not paying me

Imran1

Dormant account
Joined
Jun 13, 2013
Location
london
HI,
I played at roxy palace about a year ago, i played using there first welcome bonus.
I played slots and won a big amount , £ 10 000 .
They asked me for some documents that i provided. They replied saying that my passport that i sent was not good quality, so i sent them an other scan.
They refused the second scanned i sent and told me my winnings will not be paid because they refused my documents.
That just makes no sense..Both passport scans i sent were good quality. They din't give me any other reason, they just said my documents were not approved.
After talking to them again, they said i could send an other ID, so i sent they my drivers license and a new scan of my passport, again they refused to pay me saying that my documents were refused.
You can understand that i was feeling really frustrated after getting denied so many times for no reason..
I went to ecogra for some help..They contacted the casino and asked me to resend some new scans..I did..Ecogra was really slow on the replies..I always had to email them a second time for an update on my case.
Last week , they replied saying that it was Roxy palace final decision and they will send me back the 150 i deposited.
I am so frustrated, how can a casino not pay you your winnings because they didn't approve the documents. I sent them 5 different copies of my ID, this just don't make any sense.
Please help me as ecogra has failed to do so.
Thanks in advance
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
HI,
I played at roxy palace about a year ago, i played using there first welcome bonus.
I played slots and won a big amount , £ 10 000 .
They asked me for some documents that i provided. They replied saying that my passport that i sent was not good quality, so i sent them an other scan.
They refused the second scanned i sent and told me my winnings will not be paid because they refused my documents.
That just makes no sense..Both passport scans i sent were good quality. They din't give me any other reason, they just said my documents were not approved.
After talking to them again, they said i could send an other ID, so i sent they my drivers license and a new scan of my passport, again they refused to pay me saying that my documents were refused.
You can understand that i was feeling really frustrated after getting denied so many times for no reason..
I went to ecogra for some help..They contacted the casino and asked me to resend some new scans..I did..Ecogra was really slow on the replies..I always had to email them a second time for an update on my case.
Last week , they replied saying that it was Roxy palace final decision and they will send me back the 150 i deposited.
I am so frustrated, how can a casino not pay you your winnings because they didn't approve the documents. I sent them 5 different copies of my ID, this just don't make any sense.
Please help me as ecogra has failed to do so.
Thanks in advance

It's not so much refusing to approve, but stating that you have been identified as a fraudster, and eCogra agree.

The quality of the image does not matter when the casino and eCogra consider the documents themselves to be fake.

If you are not a fraud, you have done something seriously wrong, such as not using your own money to deposit, or your own accounts to withdraw. If the documents are genuine, then the fraud the casino believes took place would be along the lines that you are playing under an assumed identity, either borrowed or stolen from someone else.

You can still PAB, but if you are up to no good, you will be named and shamed here too (marked "banned user - fraud").
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
PABinit
Joined
Feb 14, 2007
Location
Cyberspace
Hi,

For starters you can contact the RoxyPalace Rep HERE

If all else fails, you may want to PAB (Pitch a Bitch) - This is dependent on whether Maxd will take a look at a year old case. In any event everything you need to know about that is Link Outdated / Removed

Good Luck,

Nate
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
HI,
I played at roxy palace about a year ago, i played using there first welcome bonus.
I played slots and won a big amount , £ 10 000 .
They asked me for some documents that i provided. They replied saying that my passport that i sent was not good quality, so i sent them an other scan.
They refused the second scanned i sent and told me my winnings will not be paid because they refused my documents.
That just makes no sense..Both passport scans i sent were good quality. They din't give me any other reason, they just said my documents were not approved.
After talking to them again, they said i could send an other ID, so i sent they my drivers license and a new scan of my passport, again they refused to pay me saying that my documents were refused.
You can understand that i was feeling really frustrated after getting denied so many times for no reason..
I went to ecogra for some help..They contacted the casino and asked me to resend some new scans..I did..Ecogra was really slow on the replies..I always had to email them a second time for an update on my case.
Last week , they replied saying that it was Roxy palace final decision and they will send me back the 150 i deposited.
I am so frustrated, how can a casino not pay you your winnings because they didn't approve the documents. I sent them 5 different copies of my ID, this just don't make any sense.
Please help me as ecogra has failed to do so.
Thanks in advance

I smell a rat here. For some reason they doubt your integrity.
 

asadzareef89

Meister Member
MM
Joined
Feb 13, 2013
Location
United Kingdom
It could be that they consider he defrauded the casino or tried to defraud them. Now problem is they did not state that they are declining it because of suspected fraud rather declining it stating that thy donot accept his documents which means they suspect document fraud. The complainant could get a certified copy(notarized) and forward to them with the details of his lawyer. That might persuade them and if he is not a fraudster it should only cost him about a max of 40 quid or so. Thats the only way i can see it

But that depends on why they are refusing the withdrawal, because from his post it looked rather like a case of suspected document fraud or identity fraud.

So if he can get a notarized copy of his documents it should make his case better
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
It could be that they consider he defrauded the casino or tried to defraud them. Now problem is they did not state that they are declining it because of suspected fraud rather declining it stating that thy donot accept his documents which means they suspect document fraud. The complainant could get a certified copy(notarized) and forward to them with the details of his lawyer. That might persuade them and if he is not a fraudster it should only cost him about a max of 40 quid or so. Thats the only way i can see it

But that depends on why they are refusing the withdrawal, because from his post it looked rather like a case of suspected document fraud or identity fraud.

So if he can get a notarized copy of his documents it should make his case better


The casino didn't even ask for this, so it looks like they have other evidence that renders the authenticity of the documents irrelevant. If they are stolen, then asking for notarised copies would be an easy means to catch this, but if this is a collusion for multi accounting, it would be easy to send the "friend" down to the notary to get it done.

I suspect that they feel this player is using other identities with the blessing of these others, who for a fee have agreed to allow their identities to be used in the scheme, and to provide any backing documents the casino asks for. The casino will have shown this backing evidence to eCogra, and will show it to Max in a PAB, but they will NOT show it to the player. This is what leads to the vague non explanation of "documents were not approved".

They will return deposits so as to avoid the possibility of the player making a chargeback for the deposit, which would do considerable damage to the casino.

Things should change dramatically under the new regime in the UK. Firstly, it will be much easier for players to chase such things in court, but secondly, going to court would force the casino to reveal this "secret" evidence as part of their case so that the judge could look at it and weigh up the probability of the evidence leaning towards the player being a fraud, or that it has been relied upon too heavily by the casino to prove the case for fraud. These cases would then form a public record, and reference material for others wanting to challenge such "secret evidence" in the future.

The effect should be a tightening of the criteria casinos use for determining whether their evidence is a good enough "proof of fraud" to stand up in court, hoping then that a fraudulent player would almost certainly be bluffing about taking matters to court, and will go away if the casino holds it's nerve (a fraudulent player losing in civil court could then find themselves facing criminal charges for the fraud).
 
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