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Roxy Palace: Poor Customer Service

Discussion in 'Online Casino and Poker Complaints - old section' started by thecrowbar, Dec 17, 2004.

    Dec 17, 2004
  1. thecrowbar

    thecrowbar Dormant account

    Location:
    Georgia
    I deposited to Roxy Palace as it is listed on this site. I worked a 100$ deposit to 400$ and asked for a cashout. Before I cashed out I sent an email to their support asking that my payment be made to neteller because lets be realistic, checks are a pain in the butt.

    They sent me an email back stating that they usually can only send deposit amounts back to neteller and the rest by check, but would forward my request to their accounting department. 4 days later I get an email stating that 100$ had been sent to my neteller account and the remaining 300$ sent by check which will take 21 business days to come. ARE YOU KIDDING ME!!

    So now I have to wait 3 weeks for the check to come, and then wait for the check to clear before I can get my winnings. I talked to their support again, pleading to send the check amount to neteller, but that plea fell on deaf ears.

    This is just a warning that Roxy Palace ignores the requests of their customers and pays by check. What a crock of SH*T
     
  2. Dec 17, 2004
  3. padanian

    padanian Experienced Member

    Occupation:
    marketing manager of a medium sized tourist compan
    Location:
    Italy
    Payments can be a little problematic with this casino, but a post with this tone will not help to improve things...
     
  4. Dec 18, 2004
  5. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    It is sometimes a mystery to me how casinos choose withdrawal methods. There is one Boss Media casino where I have only deposited by credit card, but it would only let me withdraw to Neteller, another one where I have mostly deposited by Neteller, but I can only withdraw to my credit card.
    It is not something to get too worked up about. They probably mean that the check will take at most 21 business days, but in practice it should be a week, or even less.
     
  6. Dec 18, 2004
  7. Stanford

    Stanford Dormant account

    Location:
    USA
    Let me know who they are. I am ready to dump my firepay and would just as soon gamble with it and then dump it back to neteller.

    Stanford.
     
  8. Dec 18, 2004
  9. Weedlayer

    Weedlayer Dormant account

    Occupation:
    tradesman
    Location:
    US11
    It's nonsense if they can't send the full amount to Neteller. I hate checks. This sounds like an operation I'll steer clear of.
     
  10. Dec 18, 2004
  11. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    lets be realistic here, send a snail mail check is just another way casinos are trying to get you to reverse your funds back into your casino account

    first they give you the reversible period, then its the pending period, then its the ID verification period, finally its the check mailing period, i'm sure if you ask them at any time to give your funds back to the casino account to play with it will take them less than 10 min


    golden palace group pulls that trick constantly


    even great reputable casinos like ausvegas and lasseters... yuck :(
     
  12. Dec 18, 2004
  13. sw2003

    sw2003 Dormant account

    Location:
    somewhere :)
    I thought the last two only imposed on a cheque the first time (kind of a address verification for them). Once you cashed that out, then you could withdraw by NETeller or whatever method, no?
     
  14. Dec 19, 2004
  15. jpsartre

    jpsartre Dormant account

    Location:
    Denmark
    I very much doubt that. Once the check is send out you can't reverse your withdrawel.
     
  16. Dec 19, 2004
  17. thesmacker

    thesmacker Most Annoying Forum Member of 2006

    Its unfortunate that a casino can't even follow through on a simple player request. In this overcrowded market Roxy Palace may find themselves left in the dust and out of business if they continue this type of practice.

    I hate getting cheques from casinos also, they should be a thing of the past with all the new electronic payment processors. I find it hard to beleive that a casino would even want to send a cheque, seems like more of a hassle to me.
    Cheers
     
  18. Dec 20, 2004
  19. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Dear Crowbar,

    Before posting, did you read the following?

    Again these are considerations - Roxy Palace is a member of eCogra, and this is something you should have brought to their attention - but of course there may be reasons why the casino is choosing to pay you by check.

    You have not submitted a complaint through me, so I am assuming you don't want me to check into this. But I will since Roxy Palace is listed here, and the complaints I've had from their players I could count on one hand. By the way, their support is a member of the board. I've contacted them to see if they can look into this further.

    I disagree. Some casinos do this because of the way they are required to handle cash. Virgin Games for example accepts credit cards - yet to pay winnings they will credit your credit card with the deposit and send the difference via Royal Mail. I cashed out 75 on the 13th and received it today's mail. After requesting the check, I didn't notice anywhere on the site where I could have reversed this.
     
    Last edited: Dec 20, 2004
  20. Dec 20, 2004
  21. thecrowbar

    thecrowbar Dormant account

    Location:
    Georgia
    Casinomeister, the check had already been sent according to their casino support so asking for help from someone would be pointless. I just wanted to let others know that their customer service, in my experience, is poor and did not listen to a simple request that I had. Because of this I will not play at Roxy Palace again, and simply wanted to share this negative experience in the "Online Casino Complaints" section.

    It was obvious to me that this casino went out of there way to be a pain in the butt and send a check. I sent them a simple request and the casino did not follow through on it, end of story, whether they have had previous complaints is irrelevent to me. I'm just stating my personal experience that has not been fabricated in any way, they simply ignored my simple request.
     
  22. Dec 20, 2004
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Cool. No prob. I just wanted you to make sure that you (and others) are aware that there are several options to take that are proven effective.

    And like I said, there is a reason for everything. And once we understand why things are - we become better informed (wiser) people.

    Here's why you were sent the check.

    I have taken a look at this players account and the reason he was sent a check was because it was his first cashin and we generally do take a much stronger stand on a first cashin than we would on any other cashin. General procedure is that wed refund to the purchase method first and then send the balance via check pretty much to verify address. We have a couple of procedures/checks that we do on registration of new accounts; sending a check to the listed address is one of them.

    Come to think of it, the first winnings I received from 7Sultans were via check, even though I assumed it would have gone to Neteller. Since then - everything has gone to Neteller. If or when you decide to go back, I'm sure whatever cashin you may have will probably be processed in its entirety.
     
    Last edited: Dec 20, 2004
  24. Dec 20, 2004
  25. bethug

    bethug Banned User - Winner of the "<a href="http://www.c

    To me its a stall tatic, If you depoist with neteller( which verify all your information) why do they need to verify your address. If the person didnt use a credit card, why do they need to verify your address? Why make hassles to get your winning, they dont make hassles to get your depoists

    The casinos knows neteller veify all your info, so if i depoist using neteller,i should get all my money thru neteller. I am glad he brought this up, cause i will never play at roxy until the change that.
     
  26. Dec 20, 2004
  27. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Sorry Bethug. You're wrong here. Neteller is good, but casinos have received chargebacks via Neteller in the past. And how is it a stall tactic when they cut a check (for instance at Virgin)? Once it's been cut, it's been cut. It is no longer available for me to playback, so how is this stalling, eh? :what:
     
  28. Dec 21, 2004
  29. thecrowbar

    thecrowbar Dormant account

    Location:
    Georgia
    This is complete BS. If they wanted to verify my address why not ask for ID like anyother sane casino. This process would take about 10 minutes rather then the month it'll take me to get paid now. Please, if your gonna make excuses, make them believeable RP.
     
  30. Dec 21, 2004
  31. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    IDs can easily be faked - and this has been a recent scam of many a fraudster.
     
  32. Dec 21, 2004
  33. Freudian

    Freudian Dormant account

    Location:
    europe
    Not accepting full withdrawals to Neteller when the player deposited with Neteller is not ok to me. I would never return to a casino that forced me to a) wait 2-3 weeks to get my winnings b) go to the bank to get it c) pay a quite substantial fee to cash it in (here it is anywhere from 20-100$ depending on bank/size of cheque). I imagine it must be more expensive to the casino also.

    Only place I experienced it was Lasseters.
     
  34. Dec 21, 2004
  35. thecrowbar

    thecrowbar Dormant account

    Location:
    Georgia
    Man does that ever sound lame Casinomeister. Of course ID can be faked, anything can be done, I can use a friends address could I not? Therefore sending a check does nothing to verify an address, and I would say sending in ID is a better way to do this.

    Bottomline, Roxy Palace didn't fulfill a simple request of mine for no good reason at all. All other casinos I have played at pay first withdraws to neteller, even 7Sultans paid me to neteller.

    So this is just a warning to players that if you dont want to wait a month to get paid, dont play at Roxy Palace.
     
  36. Dec 21, 2004
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    So what do you know about player fraud, eh? :what: I'm sure you're well versed in the the matter. I'm not speaking for the casino, but maybe they saw something suspicious or whatever concerning your account and figured that sending a check to you - thus verifying your real name and address - was the best route to go.

    I've got a bunch of faked fraudster IDs saved on my harddrive that have been passed on to me from casinos ripped off from these people. It's a common thing, much more common than you realize. Even members of this forum (now banned) have tried these stunts. A casino has every right to protect their business IMO.

    I'm not implying that you've done anything wrong, but perhaps if you understood the reasons behind this procedure you wouldn't be so upset about the whole matter.
     
  38. Dec 22, 2004
  39. amandajm

    amandajm Experienced Member

    Occupation:
    Watch
    Location:
    London
    Much as I don't like it, it is there in the terms..
     

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