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 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