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!
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!