Why a check only?

[vinylweatherman]

I have just been told by Roxy Palace that they cannot refund other than the original deposit to my Neteller, and the only other option seems to be a check. The website states that it should be possible to refund winnings to Neteller too. I have never before come across this with an MG casino, and would most certainly not have expected this from Roxy Palace!! There was no problem refunding my first withdrawal to Neteller in it's entirety, and support cannot give me a straight answer on why I cannot receive everything to Neteller, (apart from my feedback has been forwarded to the accounts department). They quote governing regulations; so what have Roxy got that other MG casinos such as Palace group and Jackpot Factory have not to prevent the use of Neteller. Also, is there a way round this (in the way I deposit) so that I can get it all paid to Neteller. Fortunately, support tell me there is no midweek mailer this week (a bit of a surprise to me), and I have played enough to retain my Gold status already.
If I play too much at Roxy and have to have a check, I could be unable to play for over 21 days with any withdrawals (plus the time it takes to bank it and then move it into a vehicle suitable for making deposits).
Is this general, or only peculiar to the UK?

 

[managra]

Wow, i can't believe this and coming from Roxy Palace. If you don't get an answer here quickly, you might want to PM Slotster who is also in the UK and won a bundle at Roxy this past weekend.
These past four days i have been making daily deposits at Roxy. So far, no luck there yet but hoped of making it one of my regular casinos. If this neteller/check business is true for the US as well, i am not going to bother with them anymore.

 

[liquidsoap]

i just withdrawed on monday, and am recieving it neteller, i can only think of a few things, one they dont have enough money currently in neteller, 2 if your withdraw is bigger which vinyl assuming its you prolly 2k plus, neteller might have fees and stuff like that, 3 you just got unlucky thats about it

 

[vinylweatherman]

Withdrawal

Yes, it was for 3000. They paid the bulk of 2630 to Neteller, but the rest by snail mail check, which can take up to 21 days (it may not, of course, depending on where they post it from.) This followed a catalogue of blunders. I got an E-mail stating the full 3000 had ALREADY been processed to Neteller (I found only 2630). The next E-mail stated that 4000 had been sent by check (a typical WTF moment for me!). The third E-mail stated thatthe second e-mail was a mix up and that the correct amount was 370. This adds up, and I presume this is what will come (unless they wrote 4000 on the check ). I then queried why there had not been the usual mid week newsletter, and I was told that nothing was being run this time, yet a newsletter dated 14th to 16th existed in the viper lobby (it had a valentine theme, so was obviously not the earlier one from the weekend).

It does look like a small group (smaller coin limits than most other MG), but it could at least be honest with players. If the withdrawal is too big for their own Neteller to handle in one go, then say so, don't waffle on about "governing regulations" that may, or may not, sometimes or often, leave them unable to credit winnings to Neteller. The website help section for Neteller actually states that it should be possible to credit winnings to Neteller.

Lastly, why have they changed the regime for the mailers this week, yet not updated the website/casino to reflect this. I would have expected this from many a casino, and especially from Casino Action, but not from Roxy Palace given the glowing reports from other posters. I admit it only states "regular promotional mailers" on the site, but I had one EVERY Tuesday and Friday for 8 consecutive weeks, and that is what I believed they meant by regular.
I have only played for 2 months, so perhaps it is normal for the occasional one to not be sent out, but valentines day is the time I would least expect this, as most other casinos tend to put something extra on for these special days.
I have not won here, in fact Roxy is my third worst in terms of amount lost.
If anyone would be glad to see the back of me it would be All Jackpots

 

[ternur]

I like Roxy and would love to play more there. This is the reason I've chosen not to play there anymore. I made a small deposit and withdraw a $100 profit. Original deposit was paid back to Neteller and the winnings sent as check.

I recently asked them about their withdrawal policies, this is the answer I was given:

"Thank you for choosing Roxy Palace.

Where possible we try and refund as much as possible to Neteller where a player used Neteller to purchase.There are times that we have certain limitations in terms of amount and this can depend on various factors. We do not have set limits. We always try where possible to meet a players cashin requirement.Should we not be able to process the full amount to your neteller account , the rest will be processed via check."

I hate checks, they are not in use here in Finland. First it takes about 2 weeks to get it, then it costs about 10-15 Euros to cash in. And you have to wait another week or so. And if the check does not clear, it still costs the 10-15 Euros.

 

[vinylweatherman]

Mystery

I now have my check. More like 3 rather than 21 days. It was drawn from Lloyds from Proccyber UK it seems (looks like a redirect, possibly via an agency). I don't believe the excuse I got about "governing regulations", however the one given above makes more sense, and could be down to cashflow and is perhaps related to their position with Neteller across the whole player base. They may send the check rather than delay processing the payment. Clearly, the website needs some alteration, as I find it unusual for a casino to be unable to pay out any winnings to Neteller, especially so since they appear to use Proccyber as an agent.
I do at least know that if I have to have a check, the time will be comparable to a check withdrawal from Neteller and will be free. It will take a further week to go through my bank, and up to another week to be moved to cards or Neteller - this is not too bad, and I will probably now play again, but will take care not to have too much liable for check payment as the delay could prevent me from taking up other promotional offers such as VIP happy hour at All Slots.

 

[Slotster!]

Almost identical problem at Roxy Palace here too...

I'm waiting for my withdrawals from last weekend that, following the obligatory 48 hours wait to be non-reversible, then the obligatory I.D scanning/faxing/emailing, then the obligatory chase up emails - is still sat as "work in progress". I just got an email saying that due to banking problems they can't refund back to the debit card I used to deposit (Thanks for telling me!) I can either a) Get a "check" or b) ACH Bank Transfer... Now B) is preferable, but they've asked for a cancelled cheque to prove it's my bank account.. Guess what? I don't have a cheque book!! I've sent them an email explaining that all the bank details they require are on the card I so lovingly scanned and sent them a copy of - but I fear the worst on the reply!!!.... We'll see.

Don't get me wrong, Roxy Palace have been great up to now in terms of response and bonuses and stuff - but when it's your first withdrawal, and you jump through all the hoops expected of you, and you STILL get hassle - you remember why you play at 32RED most of the time!!!!!!!!!!!

 

[The Dude]

This just in from Roxy Palace:

Thank you for the posts in this forum. It appears that there was an administrative error which caused the players payment to be split between check and neteller. This error was not due to a fund related issue at neteller (as suggested in a post) but rather a pure admin error. The check has been cancelled and the balance due has been refunded to neteller. We are currently investigating the promotional mailers point that was raised. We apologize for the inconvenience and thank you for the post.

 

[Pinababy69]

Ahhh, faith in Roxy restored, thank God. And a casino actually willing to admit than an error was made rather than lie through their teeth. How refreshing!!

 

[Macgyver]

This just in from Roxy Palace:

The check has been cancelled and the balance due has been refunded to neteller.

Hope VWM hadn't deposited that check yet, though ...

 

[Simmo!]

I find it all a bit strange. I've bene there for a year, play regularly and never had any issues. The only think i can think of is that i have deposited with a debit card as well as NT, so maybe that effectively "authorises" me?

Cheers

Simmo!

 

[vinylweatherman]

Update

I checked my E-mail, so avoided depositing the check as Roxy Palace informed me of the administrative error. The funds were already in Neteller. I am currently staying with my Mother (where my second PC is located!!), and have checked my E-mail through 'webmail'. I have not received a promotional E-mail for the weekend either. It would look like my withdrawal has got me kicked off the list for receiving bonuses, but to confirm this I would need to hear of other players at Gold level to vouch to having received the matches this Tuesday 14th and Friday 17th. When I queried the lack of a Tuesday mailer support told me that no promotion was running at the time, I have no evidence to the contrary. I have been told that my issue with the promotional newsletters is being investigated, however I have heard nothing on this as yet. If I am banned from bonuses they should come straight out and say so, although I can't think why, as I am around 3000 down, and have not simply played Blackjack and withdrawn at spot on WR (I would NOT be down if I had!) - also I am not Danish.
I hope they can get to the bottom of this next week, and repair the standing of my account so that I get what all Gold members should be getting.

 

[Weedlayer]

Once Roxy Palace told me that they "weren't currently running any bonuses," I never received another mailer.

Roxy was one of my favorites so I went right on playing there, without any promos at all. They started sending me checks as well, so I finally quit playing there. With all due respect and apologies to the 'meister, I don't really believe that the checks thing is an "administrative error."

 

[Simmo!]

but to confirm this I would need to hear of other players at Gold level to vouch to having received the matches this Tuesday 14th and Friday 17th.

I'm platinum and i stopped getting mailers a few months back. But i still get 30% first deposit bonuses several times a month.

 

[Zoozie]

I got the 25% silver member deposit bonus 2 days ago. (my first as silver member actually).
And unfortunately I am Danish. (twice the wagering requirement)

Zoozie

 

[silcnlayc]

Auto Bonuses

I too have received bonuses on every deposit I have made (a percentage of deposit) after a few hours it shows up in my account, which I love, since I like the idea of some spare change hanging around to play with when I have reached my spending limit for the time being. I won't use it till I am officially maxed out on deposits for the week.

I really dislike bonuses but for this amount, I have no problem since I never expect to make the WR anyway, just have some good old fun.

 

[vinylweatherman]

Explanation please Roxy!!!

I would like an explanation on this. How can they not be running promotions if Silver members are getting them. Do they have a secret ceiling on the maximum number of mailers a player can "do" each month. This is all so "Casino Rewards" as far as I am concerned, and I now consider that Roxy are most definitely NOT a "cut above the rest".
They are panicing about this check as they have E-mailed twice more to ask that I don't deposit it (which I have not), but have totally sidestepped the issue of the mailers. I will deposit & play ONCE more, without the mailer, and withdraw my funds and points. I will then uninstall the casino as other groups where VIP is by invitation still offer me bonuses even when I am several thousands ahead at one of their sites.
I should remain at Gold through to the end of March, and then drop to Silver.
If I had known - I would have "abused" the bonuses a bit more

 

[Devo11]

This just in from Roxy Palace:

Thank you for the posts in this forum. It appears that there was an administrative error which caused the players payment to be split between check and neteller. This error was not due to a fund related issue at neteller (as suggested in a post) but rather a pure admin error. The check has been cancelled and the balance due has been refunded to neteller. We are currently investigating the promotional mailers point that was raised. We apologize for the inconvenience and thank you for the post.

If this is the case, why when I withdrew and pleaded that they would send my cash in to Neteller did they flat out refuse and send me a check? They told me it was for security reasons and nothing to do with the above posted. I had my deposit sent to neteller and my small winnings of 200$ sent via check. A total of 300$ and a total waste of time IMO.

Frankly if every other casino on the net can pay out an entire cash in to neteller within a couple days why would anyone waste there time with a seemingly incompetent place as Roxy Palace who has for a long time now made it their policy to NOT send full cash ins to Neteller?

 

[vinylweatherman]

Administrative Investigation

This just in from Roxy Palace:

Thank you for the posts in this forum. It appears that there was an administrative error which caused the players payment to be split between check and neteller. This error was not due to a fund related issue at neteller (as suggested in a post) but rather a pure admin error. The check has been cancelled and the balance due has been refunded to neteller. We are currently investigating the promotional mailers point that was raised. We apologize for the inconvenience and thank you for the post.

I have made a further cash-in and the whole amount was refunded to Neteller without incident, so this administrative error seems to have been fixed.
The other point raised though is still outstanding. I STILL have had NO REPLY WHATSOEVER on the progress of the promotional mailer/newsletter issue. I have been given no indication as to how long it is reasonable to wait for a reply, but this does not tally with the usual swift CS responses I have had before.
The other issue I raised about the reward scheme with "themutual.net" not being honoured may take longer to investigate, but themutual.net state that the only reason for not honouring their side is that they are awaiting payment from the affiliate side of Roxy Palace (or whatever business they are promoting with the offer). It is mainly UK players that would see this offer as themutual is a UK based shopping loyalty rewards program - rewards are given for shopping with their listed advertisers. They list quite a few casinos, but seem more interested in money than morals (they promote Vegas Red!)
Since Roxy are monitoring this thread, perhaps this will spur them to respond to my original E-mails!