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Yet Another Roxy Palace Horror Story: £1.5k LOST!

Discussion in 'Casino Complaints - Bonus Issues' started by ujjain, May 18, 2015.

    May 18, 2015
  1. ujjain

    ujjain Dormant account PABnoaccred

    Occupation:
    IT
    Location:
    UK
    I signed up at Roxy Palace online a few days ago. Roxy Palace forfeits winnings via their T&C.

    1. I deposit £20
    2. Automatically get the added bonus of £20
    3. Up £1750
    4. Forcefully have to play for 2 more hours because of minimium £1k spending limit,
    5. Withdraw £1600 (everything)...

    A few days later get an e-mail I will only be getting £120 and lose the rest as per T&C... you can only win max 6x£20 deposit, 93% of the £1600 stays with them.

     
    2 people like this.
  2. May 18, 2015
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    I've notified the casino rep to let him know that this thread exists.

    Did they tell you why they are only paying you this amount?

    Edited to add: Nevermind - see that you've PAB'd. Not a prob.
     
    Last edited: May 18, 2015
    2 people like this.
  4. May 18, 2015
  5. Gemma A

    Gemma A Senior Member MM

    Occupation:
    health worker
    Location:
    Essex
    That's awful
     
  6. May 18, 2015
  7. ujjain

    ujjain Dormant account PABnoaccred

    Occupation:
    IT
    Location:
    UK
    Yes, because their T&C (You must register/login in order to see the link.) in the second paragraph of point number 16 states:
     
  8. May 18, 2015
  9. Jory

    Jory Senior Member webby

    Occupation:
    Statistical Analysis and Data Reconfiguration
    Location:
    Belfast - Northern Ireland

    That's crazy and makes me sick. I feel that if a casino is accredited here, they really should not have such terms.

    I'm glad I read this though as I haven't played at a MG download casino for years so happened to send them an email earlier asking if I have an account there.

    Needless to say I will not be claiming this bonus or playing here. The strange thing is I got this error when replying to them.

     
    2 people like this.
  10. May 18, 2015
  11. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Yes, I realize that. But did you contact their customer support and ask them why they implemented this? There must be a reason.

    If you haven't contacted their support, please do. I'd like to hear why they justified the hobbling of your payout.
     
  12. May 18, 2015
  13. ujjain

    ujjain Dormant account PABnoaccred

    Occupation:
    IT
    Location:
    UK
    Eva: Sorry Dennis I was confused there
    Eva: I cannot ensure this, as the term 16 was not met whe you applied for the withdraw
    Eva: this is a part of the terms and conditions
    Eva: I wish I could change it but I cannot
    Eva: The £120 will be paid and the rest is forfeited
    Eva: Please refer to the terms and conditions point 16
    Eva: You must register/login in order to see the link.
     
  14. May 18, 2015
  15. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Ok - got it. As per my PM, let us deal with the PAB and try to resolve this somehow.
     
    2 people like this.
  16. May 18, 2015
  17. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    It appears there is NO reason Bryan. This term has crept in to many MG download T&C's in recent months, many of which I've listed here a few times.
    This is the third incidence of a CM member being shafted by this term. It is not mentioned in the SUB or bonus terms but in the general terms. The term exists simply to absolve the casino of their responsibility to pay a new player in full should they get lucky. They don't want 'hit and run' new players it seems.

    Remember you/we invited the Lucky 247 rep to respond on another recent thread about this very same issue? I asked "what is the intent of the term, your criteria for applying it and to whom will it be applied?"

    Not a sausage. Not a dicky bird. The silence is deafening. It seems this term is far more important to these sites than their listing at CM.

    Imagine walking into a bookies's shop and backing a 10-1 horse on a promotion, only to be told when cashing the ticket in 'you're getting 5-1 plus your bet back'.(6x bet)

    The term is unreasonable, hidden away and I personally think ALL MG sites with it should go in the reservation until it's clarified. The evidence so far seems to suggest they are applying it to new depositors winning over a grand - the criterion seems to be solely winning above a certain amount.

    It's a massive FU term.:mad::mad::mad::mad:
     
    35 people like this.
  18. May 19, 2015
  19. thebigs

    thebigs Senior Member

    Occupation:
    part time argos slave lol
    Location:
    roscommon ireland
    How can a casino actually get away with these terms.I am guilty of very rarely reading these t @ c simply because there are too many and hate reading but this is scary.
    Imagine the National Lottery bringing in a rule like this.Congrats you have won 10 million but because you can only win 6 x your stake,we will only pay you 6 pounds/euros.
    Get a life these casinos or you will soon have no customers when treating people like this.

    I know Dunover is the top man when it comes to the t @ c's so maybe a thread is needed with all the warnings on these terms.
     
    7 people like this.
  20. May 19, 2015
  21. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    There should be no need for a thread for these warnings at all since this term should not be in any accredited casinos t&c's period.
     
    9 people like this.
  22. May 19, 2015
  23. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Thanks for the support but it does state in the ones I checked "with the exception of jackpots". And that's only because MG pay them and not the casinos themselves.
    There is clearly a limit (I suggested 1k) which is underhandedly being applied to the new winners. It could be another amount, I don't know. But I wouldn't would I? as the reps of these sites are very reticent at the moment.
     
    3 people like this.
  24. May 19, 2015
  25. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Staff bonuses and a drink after work 'on the house' for all at 32 red :eek::eek:

    What with their well deserved positive thread today and all their MG download competition getting slated (and rightfully so!) they'll be dancing round the office :p

    May even get a B'day bonus this year!! :thumbsup:!!
     
  26. May 19, 2015
  27. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Even though it is in their terms, it is not appropriate for an accredited casino.

    Part of "Casinomeister's Commitment: we advocate fair treatment of players..."

    How can anyone see this as "fair" on a deposit.

    Terms or not.
     
    13 people like this.
  28. May 19, 2015
  29. coxwel

    coxwel Senior Member PABnononaccred MM

    Occupation:
    student
    Location:
    germany
    Funny thing on this absurd term is that these casinos advertise big time with their jackpots and possibilities to get rich within a mouseclick. (I know jackpots are excluded from this rule, but you can also win big without )

    Imagine some newbie signing up and making his first deposit online ever, wins, only to find out he is entitled 6times his deposit:eek:

    I believe this either would put new customers of depositing again or quitting online gambling in total. This rule is just like a punch in the face and totally ridicules in any aspect.
     
    4 people like this.
  30. May 19, 2015
  31. jumboshrimp

    jumboshrimp Experienced Member MM PABinit

    Occupation:
    chef
    Location:
    Ontario
    I was looking for a new mgs download casino to call home, staying loyal was making me penniless. Getting 120 back on my 20 deposit and confiscating 200+ made me go running back to 32red !!!
    I would love to see an advocate go through the sign-up at roxy. Notice the huge "IMPORTANT Read if you are taking welcome bonus offer". The welcome bonus t&c's are very wordy and lengthy, covers all the bases except the 6x withdrawal condition.
     
    2 people like this.
  32. May 19, 2015
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Just to keep you updated, Roxy Palace is aware of this thread. They are in the process of having someone access a dormant iGaming rep account and he/she should be joining us shortly.
     
    5 people like this.
  34. May 19, 2015
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Shouldn't they already have an active rep that can "walk and chew gum at the same time", not have to find someone to access a dormant account when they discover a fire beneath their ass.

    When this rep arrives, they should seriously consider whether this term sits comfortably with the UK consumer credit laws, and the Advertising Standards regulations for any UK facing promotion of the sign-up bonus.

    The UKGC has supposedly issued new guidance to operators this month, which stresses that their terms should be assessed to ensure they are in line with UK consumer protection laws. Given that we have a re elected Cameron government, it is likely that the bill timetabled for the Autumn is likely to go through, and this makes further improvements to UK consumer protection law.

    Under these laws, there is the concept of a consumer contract being "fair", so that even when terms are 100% clear and watertight, the fairness test could still fail and land a business in trouble. There is clearly an appetite for enforcing these laws, as the banks and insurers have already discovered. An adverse judgement also means that businesses are liable to repay/refund money from several years prior to a ruling, as well as change current practice.
     
    5 people like this.
  36. May 19, 2015
  37. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    They already have two reps, one that signed up last month, so I was surprised that they needed a third account to be able to answer this;)
     
    2 people like this.
  38. May 19, 2015
  39. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    They have an affiliate manager who has been monitoring the forum, but he wanted the casino management to get involved with this since I believe it was their call on this matter. So I resurrected an old support account they had here. They will be using this account to answer player inquiries.
     
    1 person likes this.

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