Roxy palace verification issues

Vicky87

Newbie member
Joined
Nov 28, 2013
Location
England
Hi, this might go on a bit, just looking for some advice here really.

I have had an account at roxypalace for years, but only just started playing again on it last week. When I deposited, the page keps saying my account was provisional and I would have to provide ID within 72 hours or my account would be closed. I sent them my passport right away, and asked what else they would need. I was told I was fully verified already.

After a horrendous losing streak, I did eventually get a decent win.

There is a term that says that withdrawals will remain in a pending period for 48 hours, which while a little annoying, I was fine with. I requested a withdrawal on friday and obviously knew it would not be processed until monday due to pending time required. , first thing monday morning, they cancelled the withdrawal completely, then sent me an email asking for more ID. I sent this in, and requested it again.

After a lot of to and froing with the support staff, the withdrawal disappeared from my account I checked with live chat and it turned out my documents had been accepted and payout had been processed. I then went on to have a bit more luck with the few hundred I had left in my account to play, so requested another withdrawal. This morning I recieved another email from the payments team, this time informing me that my documents had NOT been accepted and they could not process either withdrawal until I sent them in a statement that specifically showed payments to themselves (I deposit via trustly). I had already sent them a bank statement as part of address proof but obviously this did not have on any recent transactions, and I will not have one showing recent ones until 3rd August. I sent them a screenshot of my online banking account, but seemingly this is not good enough either. They keep telling me to perform an advanced search..however, there is no option for this on nationwide!

So basically, it seems like whats going to have to happen is..I cannot get a payout until I receive a new bank statement detailing payments to roxy. But this will not be until the start of August. Also, I thought trustly was widely considered to be secure, given you have to put your online banking details into the system and without knowing the memorable word and passnumber, it would be impossible to use if the account was not mine.

Honestly, this seem to me like they are purposely messing around in the hope I will spend the withdrawal I requested? had already been told the first one was processed, so not understanding why asking for a second means all of a sudden the first cannot be done either, and what they are asking from me is impossible at this stage, plus seems quite pointless anyway? They have my photo ID and address proof, which is apparently fine. its this 'statement showing a payment to us, with your name address account number and sort code on it' thing thats..well something I cannot get until my next statement is due which will be weeks now, which I feel is quite unfair given they have already verified me anyway? As I said, I can search for the payments and get them on a screenshot, and have done, but apparently this is no good. Despite them being able to match the account number (which is shown on the screenshot) to the physical bank statement that I sent to them, so honestly, I am not getting the issue and no casino has ever asked me for any of this before. If I deposited by card they asked for a copy of the card of course, but never with trustly. I was happy with the 48 hour wait. I am not happy at all with it dragging out for a whole week, and being told contradicting stories from support. Yes, I could wait until my next statement comes and send that, however at this stage, I am starting to feel they will find problem even with that, and will basically just keep reversing the withdrawal until I do spend it.

Just wondering if anyone has any advice of what I can do here, as its starting to really stress me out. Especially with support staff telling me everything was sorted, and then seemingly, today it is not sorted and both withdrawals cannot be processed..
 
Last edited:

Vicky87

Newbie member
Joined
Nov 28, 2013
Location
England
When I request statements online, it only does from 3/6 to 3/7. Have a feeling I am going to have to go to the bank and see what they can do, however last time I requested in branch a statement..they basically just printed out the transactions on a sheet of paper, rather than it being a proper statement, which I am fairly sure will be rejected also. Really not understanding this at all, the need for it. They have an actual statement, which they can match up with their records of deposits that shows its my account. They have screenshots of the payments they wanted me to search for, and as I said, no casino has ever asked me to verify bank account in this way.
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
Thanks for the tag @colinsunderland.

@Vicky87 can you please send me a private message with your username? I will investigate this for you. There are a number of things in your post that don't make sense to me and I'll try and get to the bottom of it ASAP.

Regards
Mark
 
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