Roxy Palace (under 32Red) refused to self exclude me

thesea34

Disabled Account (contact Admin)
Joined
Apr 10, 2017
Location
uk
I emailed Roxy support to request self exclusion due to problem gambling in early Jan of this year.

I was suprised when Roxy Palace support replied to say they would only agree to my self excluding IF I downloded a contract which was then printed, signed, scanned and sent back to them.

I explained that I had no printer to complete this, but please could Roxy still self exclude me, they refused.

I exchanged more emails with Roxy Palace in which they said I should go to a library to print the docs in order to self exclude. I could have done this but being disabled and using a taxi/public transport to get to the nearest library seemed like a massive effort for somthing totaly unneeded.

In the meen time I checked my Roxy Palace account and found I was locked out. I asumed that they had done the right thing and self excluded me.

Last weekend I opened an account with 32red, I lost £10 but ended chasing my losses and losing over £300. I went to 'My account' and requested self exclusion. After a few clicks the site said I was now self excluded and I would be unable to hold an account with 32Red or Roxy Palace.

I had no idea 32Red and Roxy Palace were under the same licence. It shocked me that I had gone to Roxy Palace to request self exclusion due to gambling problems and then had been allowed to lose more money with 32Red.

I contacted 32Red who said they could see my contact with Roxy Support requesting self exclusion but it had not been acted on. I had not completed the form so it was a standard closure. 32Red told me they had now self excluded me from Roxy Palace.

I am realy angry, especialy after reading the document that Roxy Palace demanded I sign.
The form has nothing to to with player protecton and everything to do with Roxy Palace covering their own backs. It is just a hurdle Roxy have invented to stall players from completing a self exclusion.

I looked at the UKGC guidelines on self exclusion and there is no mention of the need to print, sign and send forms off to acheive a succesfull exclusion.

1) How dare Roxy Palace make conditions to agree a self exclusion? Providing self exclusion on request is a requirement the UKGC.

2) If Roxy Palace support could not action my self exclusion (despite several emails requesting it) without a signed document how could 32Red action it with one email?

I lost the money, I take responsability for that but it makes my blood boil that Roxy Palace under 32red licence refused to self exclude me on request.

I know 32Red has a great reputation here. I am disapointed they would happily accept deposits and bets from a player who has declared themselves as a problem gambler and requested self exclusion from another casino they hold under their licence.

Thank for reading my moan!
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
Dear thesea34,

Thank you for bringing this to my attention and I appreciate the speedy response to my PM asking for your username.

I can see from your Roxy Palace account that the account was closed immediately following your self-exclusion query. I can also see that an alternative to printing documents was offered but declined.

That said, I can see you didn’t have our usual level of support and this is under review. Please check your PM’s.

Mark
 

thesea34

Disabled Account (contact Admin)
Joined
Apr 10, 2017
Location
uk
Thank you Mark for your PM I can see why you have so high a regard on this site.

Just to update the thread Mark is kindly resolving the issues regarding my account.

Thank you once again. N
 
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