Resolved: Roxy Palace - Not Good Enough!!!

[SAunnyS72]

Ok I am now frustrated and furious.

Firstly, so people understand this is not irrational out of spite as you can see from this thread -Viva La Roxy Palace!!!.
Secondly, it's about principle and service and not money for me as you can see from this thread - Yeeeeehaw! 150K VIP

I have done 2 versions the long and the short. So if you are going to read the long version I suggest go make yourself a coffee/tea/margarita.

Long version:

After Viva La Roxy Palace!!! ... I requested the withdrawal to be put into my Bank through SWIFT. I have done this a million times with other casinos without a single glitch EVER. But, I get this message from the casino:

Thursday, 2 February 2012 10:33 PM - 3 days after withdrawal submission.

Hello Sxxx,

It is Richard, your VIP account manager from Roxy Palace.

I see you recently tried to make a wire transfer for $xxxxx but it was unsuccessful.

This is because the swift code was incorrect.

Please make sure that the swift code provided matches the holding branch.

If you need any further assistance then please don’t hesitate to get in touch.

Kind regards,

Richard
VIP Account Manager
Freephone: 1-800-618-758
Email: [email protected]

My immediate reply - 10 mins later

Hi Richard,

Please advise what is the next step. I can get the swift code again from the branch. Who should I send it to?

And please tell me why did it take this long to inform me as I was told 3 days back that it has been successfully transferred.

Thanks
Sunny

NO REPLY!!!... what he sent me the email and took off??

Next Day:

Hi Richard,

I sent you this emails as soon as I received yours yesterday, however,
never received a reply. This means I would have to wait till after the
weekend to get my money processed. This is disappointing for me.

Please inform me ASAP!!!

Thanks
Sunny

So I called up their customer support and got a nice guy Ben looking into it for me. I called up my bank and insured what the branch was just to confirm. I asked Ben to send me an email about our conversation and here's the correspondence.

> Hi Sxxx,
>
> Ben here from the Roxy Palace support desk.
>
> As per our telephonic conversation earlier, I can confirm that the
> SWIFT code that has been provided to us for your transaction of
> XXXXXAUD is XXXXXX (Which is correct). I have informed the banking team that this code
> has been verified with your bank and I have requested for a second
> processing attempt to be made.
>
> If we have any further information in regards to this process we
> will contact you to advise accordingly. Once again please accept our
> apologies for any inconvenience in regards to this matter and the
> delay.
>
> If you have any questions, please do not hesitate to contact us via
> e-mail at [email protected] or via one of the telephone numbers
> listed below.
> Australia 1-800-150-804
> International +1-770-261-0098

My reply:

Hi Ben,

Please see below my Branch details to be updated for the withdrawal as
per our phone conversation:

____XXXXXXX_____
2713 __________
___________ QLD

Please let me know should you require any other details.

Regards
Sunny

Reply from CS:

Hi Sunny,

Thank you again for following up with us in this regard, I have sent these details to our E-cash company for them to update this to the account for you. As soon as we have received any feedback from their end we will contact you to advise on the account and your withdrawal.

If you have any questions, please do not hesitate to contact us via e-mail at [email protected] or via one of the telephone numbers listed below.

Australia 1-800-150-804
International +1-770-261-0098
Fax:
Australia 2-9475-0055

We are here for you 24 hours, 7 days a week.

Sincerely,
Lexi L

During all this time NOTHING from my so called VIP manager. So I sent him a copy of my correspondence with the CS:

Hi Richard,

Please see attached the correspondence between myself and Ben
regarding the withdrawal issue. By the look of things this was the
issue with the branch info put in for the withdrawal.

It would be great if this can be addressed right away as I was going
to have a play as soon as the amount hit my bank account over the
weekend.

Thanks. Hope to play at your casino more in future.

Regards
Sunny

Now I know he has been recieving and reading my emails as I send a copy to my Legal department and have tracker on my emails:

To: RoxypalaceVIP
Subject: Fwd: Re: Roxy Palace
Sent: 03 February 2012 06:58:02 AM (UTC+02:00) Harare, Pretoria

was read on 03 February 2012 01:15:47 PM (UTC+02:00) Harare, Pretoria.

I was so happy to receive this:

Dear SXXX ,

Your withdrawal of XXXXXX AUD has been refunded.

Method of Payment

Amount

Status

Swift XXXXXX AUD Failed (This was the first one)
Swift XXXXXXAUD Success

For further information on your withdrawal please go to

You do not have permission to view link Log in or register now.

or contact Customer Support.


We are here for you 24 hours, 7 days a week.

Sincerely,


Customer Support
Roxy Palace Online

Then an email from my GREAT VIP MANAGER:

Hello Sunny,

Thank you for your email and your patience in this matter.

I have been informed by my financial department that you will need to change the information in your PMOP (Preferred Method of Payment) to the correct Swift code and then we can process the cash-in first thing on Monday.

You can update the cash-in by going to BankàWithdrawalàSelect New MethodàPreferred Method of PaymentàSwiftàSelect Bank CountryàUpdate the swift information.

There is no banking done over the weekend, hence why we will only be able to retry on Monday.

Should you need any further assistance Sunny, I will be back in the office on Monday to follow up on this and make sure your cash-in goes through smoothly. If you need assistance before this time, please contact out friendly customer service who are available over the weekend.

Kind regards,

Richard
VIP Account Manager

So I replied:

FYI (With the info that the withdrawal was processed)... I got this email saying it has been processed?

His Reply:

Hi again Sunny,

I can see from our systems that your cash-in was indeed processed this morning, so please allow the usual time for this to reflect in your bank account. (5-6 working days)

Thanks for your patience in this Sunny.

Have a great weekend.
Kind regards,

Richard
VIP Account Manager

Really??... what kind of a VIP manager are you??? ... Anyway, so, great I'll wait till next week!

No such luck... called up yesterday 7th Feb just to make sure everything was in order, spoke to a guy who was half asleep called Sims and he assured me it has gone through fine but I should just wait till the end of the week to see it in my account. I said 'That's Great' I am happy to wait if everything is fine.

NOW... I get this freaking email this morning!!!!

Dear Sxxxx,

Thank you for your patience in this matter.

I have been informed by my financial department that we received an error from your bank. You will need to change the information in your PMOP (Preferred Method of Payment) to the correct bank code and then we can process the cash-in.

You can update the cash-in by going to Bank Withdrawal, Select New Method Preferred Method of Payment Dear Sxxx,

Thank you for your patience in this matter.

I have been informed by my financial department that we received an error from your bank. You will need to change the information in your PMOP (Preferred Method of Payment) to the correct bank code and then we can process the cash-in.

You can update the cash-in by going to Bank Withdrawal, Select New Method, Preferred Method of Payment, Swift, Select Bank, Country Update the swift information.

Should you need any further assistance Sxxxx, please do not hesitate to contact us via e-mail at [email protected] or via one of the telephone numbers listed below.
Australia 1-800-150-804
International +1-770-261-0098

We are here for you 24 hours, 7 days a week.
Sincerely,

Carmen
Customer Support

As is they copied and pasted the same email twice!

Short Version:
It's not about the money, it's not about the time taken and it's not EVEN about the issues as I am happy to work with a casino to resolve any issues. What I don't like is to be jerked around and have people from the same organization don't even know what the f^%$ is going on with my account. When a VIP manager checks my account, how can he just send me an email without reading what was sent to me 5 minutes back from the same company saying the funds were transferred or is he just full of BS. If any of my employees did the same I would take some serious action. Now when I go to the PMOP I cant see bank account/SWIFT transfer and I dont want to use any other method. How come I have drawn $50k + from Jackpotcity to the exact same account without a single issue??... and why is it that every time they inform me of a problem, only after I contact them? ... If you are reading the short version and don't understand what I am talking about... read the long version.

I hate being jerked around!!!

 

[SAunnyS72]

Ok just double confirmed with the bank and the details are exactly the same I gave jackpotcity!

 

[vinylweatherman]

It seems they are a bit chaotic there, and this has repeatedly raised your hopes, only to dash them. For such a large amount this is breathtakingly careless of them to offer such disjointed service. They were just about to "win over a high roller", but have completely screwed it up.


They are assuming the cause is an incorrect SWIFT number, but can they be sure? You are sure it is, and your bank says it is. It may be rejected for other reasons, perhaps by your bank, or an intermediary. If this is the case, no amount of giving them the correct SWIFT code is going to make a difference.

The amount may be so large that the transactions is being bounced back because certain formalities related to the prevention of money laundering and prevention of tax evasion have not taken place. Splitting it into a number of smaller wires should get around this. You know that $50K works, so try 3 lots of 40K and a 30K to get the 150K.

When I had a big win (not as big as yours), I split it so that I would not exceed the maximum allowed balance in my Neteller account, as this might get it locked until I had made arrangements to remove the surplus, and I didn't want it disabled for days whilst this was arranged.

For their poor service, they have probably lost the chance to see some of that money coming back to them, and you are likely to look for another venue to see if they can better accommodate your level of action.

If they can't sort this out, you have the option of contacting the rep, and if he can't sort it out, time for a PAB.

You could also ask your bank about the error they sent back to the casino's processor, and why. If the bank say they never even received the wire, and did not reject anything, the problem lies with an intermediary bank.

This is not the first time a player has been successfully receiving wires, and is then suddenly told that the SAME SWIFT code they have been using is all of a sudden "wrong". Unless bank branches change their SWIFT codes, this is a load of BS.

 

[SAunnyS72]

Thanks mate ... I assure you the amount isn't high at all ... I just put the xxxxs willy nilly ... It is well under 5k .... And my bank receives SWIFT transfers from international accounts in excess of 100k on a regular basis because of my businesses and casinos I play in.

 

[SAunnyS72]

Just a quick question... Why can't I see this in the "new posts"?

 

[bsilva028]

i just dont understand why the withdrawals by transfer takes so much time while e-wallets are super fast
i know that a wire transfer allways take more time but so many time? i dont understand, theres no reason for that

if you can do it, create an e-wallet account (skrill, neteller ecocard), and withdraw into the e-wallet, then make a transfer from your e-wallet to your bank acount,

it has some fees? yes, but never takes more than 72 hours from the request until arrive on the account

 

[rainmaker]

Just a quick question... Why can't I see this in the "new posts"?

Because "new posts" only shows what you (personalized section) have not read before

 

[chuchu59]

First I would like to applaud Sunny for having 2 versions of his complaint. That is being considerate as people like me, who are gradually having eyesight problems can read the shorter version. Ihave seen many others who dont care and simply lump everything in the same paragraph and who later have the nerve to retort you when you missed out on something.

Roxy Palace has been around for quite some time but I also had a poor experience with them a couple of weeks ago so I understand your frustration. I had a small cashout to be sent to ecocard but I was surprised when I logged into the casino before the expiry of the 48-hour pending period to find it as a playable balance and as being reversible in the cashier. Though I had, on and off, reversed the cashouts, I was damn sure I didnt reverse the final one and somehow they reversed it but they refused to admit it. I sent a pm to the forum rep over a week ago but never received a reply though since the money is already in my ecocard account I cant be bothered anymore.

I am tempted to think that more and more casinos are simply employing staff with the lowest wages and who do not have sufficient powers of comprehension and only study issues at face value. I recruit thousands of staff for my company every year and if they cannot show a basic understanding of prime customer service they are out.

 

[vinylweatherman]

Thanks mate ... I assure you the amount isn't high at all ... I just put the xxxxs willy nilly ... It is well under 5k .... And my bank receives SWIFT transfers from international accounts in excess of 100k on a regular basis because of my businesses and casinos I play in.

I thought you had won 150K


5K shouldn't present a problem, especially if you regularly receive 100K by wire in business transactions.

Are the bank details the same at both places sending you the wires?

This is not the first time this issue has arisen, but mainly it has been with US players, who have been told they have given the wrong SWIFT code, yet their banks have said it is the right one. It seemed in some cases a case of the processor making mistakes, and taking it upon themselves to "correct" information that was not wrong in the first place, thus making it wrong.

Oddly enough, I had a similar problem with Neteller sending wires to the "Cahoot" online bank when it was owned by Abbey national. I gave the correct sort code, but EVERY DAMN TIME Neteller took it upon themselves to change it to the credit card payments sort code, leaving the bank to redirect it. The bank then contacted me to tell me what was happening, and told me the sort code that was on the incoming transfer, and I could see that it was NOT the one I had given Neteller, and was NOT the one showing on my Neteller account under bank details.

I had given all the correct details, it was someone in the chain between Neteller and their bank that kept changing it to the wrong one. In the end, I just changed to using another bank, and things have worked fine since.

It is possible that the same thing is happening repeatedly between Roxy Palace and your bank. If the information gets changed to something that is wrong, it may not be possible for the banking system to forward the transaction. The "has been sent" confirmation email only means it has left Roxy Palace or their processor. The bounce happens some time later, and after they have sent the email. This is why you are getting "jerked around" all the time. The system is not working, but rather than escalate the problem to a higher level and have it manually investigated, they just keep trying again and again, starting with you having to confirm yet again that the SWIFT code is correct, followed by it not working when it goes through the system.

You really need a detailed diagnosis, not just a "your SWIFT code is wrong" message. If the SWIFT code is confirmed as correct by the bank, and these other wires work fine using it, the problem is something other than the SWIFT code.

 

[SAunnyS72]

Guess what ??? ...

I just went in to my PMOP and saw the details were wrong for the branch even after sending them repeated emails and telling them the right one nothing was done despite telling me it was taken care of

Anyways, I went and made sure every freaking detail was exactly the same as the one in jackpot city and also had the bank on the phone to confirm what I am putting in was EXACT details.

I have sent them another email and asked them to process immediately .... let's see what happens... They read my email as I can see ... But no answer yet.

 

[SAunnyS72]

There is an update... You guys wouldn't believe !!! ...Just collating all the emails yesterday to explain.

Will post shortly.

Btw... Does the rep here do anything at all ? .... A post like this and he is nowhere to be found lol

 

[vinylweatherman]

Guess what ??? ...

I just went in to my PMOP and saw the details were wrong for the branch even after sending them repeated emails and telling them the right one nothing was done despite telling me it was taken care of

Anyways, I went and made sure every freaking detail was exactly the same as the one in jackpot city and also had the bank on the phone to confirm what I am putting in was EXACT details.

I have sent them another email and asked them to process immediately .... let's see what happens... They read my email as I can see ... But no answer yet.

This is why it didn't work. It is not that you gave them the wrong details, but that when you gave them the RIGHT details, they ignored them, and again used the wrong ones.

This is incompetence, and seemingly at higher levels than front line CS.

If this was a rogue casino, this would be seen as a deliberate stalling tactic, rather than incompetence.

 

[SAunnyS72]

This is why it didn't work. It is not that you gave them the wrong details, but that when you gave them the RIGHT details, they ignored them, and again used the wrong ones.

This is incompetence, and seemingly at higher levels than front line CS.

If this was a rogue casino, this would be seen as a deliberate stalling tactic, rather than incompetence.

That's why I said "you won't believe" ... In my last post ... What you said wasn't it either.

 

[Pinababy69]

Btw... Does the rep here do anything at all ? .... A post like this and he is nowhere to be found lol

Have you sent them a PM asking them to look into your issue? Or PM'd them with a heads up regarding the thread? Many reps do not log in here all the time, and only check their PM's or the forum when they receive an email notification of a reply to a thread, or a PM. Same with Bryan, Max and/or Simmo.....people "assume" they read all the threads and see every post. They don't, far from it actually. If you want someone's attention to a matter, you have to give them a heads up. FTR, the Roxy rep hasn't signed in here since December 2011. So that would be your first step. If you don't hear back from the rep within 24 hrs, not counting weekends (again, they are not all like 32Red staff and 3Dice, who login every single day)...then send Bryan or Max a PM and ask them to notify Roxy there is a problem.

Roxy is a good casino, or they used to be anyway. I have no doubt you will get paid. But I commend your patience, I would have lost my mind by now. I don't wait for cashouts any longer than 24 hrs, period. You really should look into either a Neteller or Skrill/Moneybookers account, which offer nominal fees and much faster processing of funds. Both offer real time payments, which means when the casino's processor actually sends your withdrawal, it is immediately in your ewallet account. Just a suggestion. Best of luck to you.

 

[SAunnyS72]

OK... Here's the bizarre update.

Sorry no short version this time as I need to clarify the whole thing (sorry chuchu). Also, I might have ended up helping a lot of Roxy Palace players and Roxy Palace themselves.

So, after I personally went in and changed the details, I sent an email to the Casino:

Hi,

I am extremely disappointed that after providing you with the correct branch
details and being informed that the withdrawal was processed last week, my
details weren't changed in my account.

However, I have personally gone in to PMOP and updated the right details.
Please process this immediately.

Thanks

Sunny

So waited all day and then this answer from my VIP manager:

Good morning Sunny,

Thank you for your email, but it would seem that when you tried to do the
wire withdrawal again, that you left the 'Bank Code' field empty, so again
the cash-in could not be processed. Please enter all required fields and try
again. Or if you can provide us with your Bank Code we can update those
details for you.

Many thanks.

Richard

VIP Account Manager

GOD GIVE ME STRENGTH!!!!... I went through EVERY SINGLE DETAIL and have not missed anything... I normally keep most of my emails purely professional and polite as I know at the end of the day 'they' are doing a job, but come on...everyone has a breaking point... but still I tried not to be too harsh....

Here's my answer:

Are you guys serious???... here's a screenshot below!!! NOTHING IS
MISSING!!!

NOW THE BEST PART!!! Email back after 40 minutes:

Hello Sunny,

Thank you very much for the screenshot, it really has helped us to understand what you can see on your screen.

This has alerted us to a problem that we have on our banking page for Australian players.

It seems that there is no field for ‘Bank Code’ for you and this is required to be able to process the cash-in.

We are now working as fast as we can to remedy this for all our Australian players.

I can only apologise for this Sunny. Really sorry you have had a bad experience due to our mistake.

Can you please provide us with your Bank Code? It is a 6 digit number which your bank will give you. Once you send this to us we can add it manually and process the cash-in.
I have given you a $50 bonus in the meantime, and hope this will make you realise how committed we are to giving you the best service possible.

Kind regards,
Richard

So I did:

Hi Richard

My bank code is : XXXXXX
Please process asap!

Thanks
Sunny
Sent from Sunnys S2

Final Email from Richard:

Hi Sunny,

I have been assured that your cash-in can now be actioned.
Please now allow the standard 3-6 working days for this to reflect back in your bank account.
Thank you for your patience throughout.

Kind regards,

Richard

VIP Account Manager

Ok so now hopefully I get my money soon.

Now, my point is I only want fair transfer of my money... but REALLY??? 50 bucks ??? (that's like 2 clicks for me).... seriously I dont really care much about the bonus they offer me but the logic behind their business ethic/marketing/customer support. Through all this back and forth surely has a value of my time, frustration etc etc ...but also, it also shows how much am I really wanted as a VIP client who will spend a bit of money. I have done 3 major things (not boasting but its true):

1. Have found out a glitch in their system, that would save them a lot of headache with their Australian clients in the future.
2. I have helped any of the Australian players that might stumble upon this casino in the future a lot of heartache and get smooth transactions.
3. Both of the above points mean more business for the Casino.

There we go... hope to get my money soon ... they need to do better to keep me in their books.

Great to hear from the rep here NOT!

 

[Pinababy69]

Great to hear from the rep here NOT!

Did you read my post Sunny? And wow, btw, to finding such an error on their banking page. You have definitely saved some other Aussie players some major headaches.

 

[SAunnyS72]

Did you read my post Sunny? And wow, btw, to finding such an error on their banking page. You have definitely saved some other Aussie players some major headaches.

Sorry... I just did... you must have posted it while I was posting ... Thank you for the info, I will not hold it against him lol

I'll do the right thing and send him a mail.

Cheers

 

[chuchu59]

This is why it didn't work. It is not that you gave them the wrong details, but that when you gave them the RIGHT details, they ignored them, and again used the wrong ones.

This is incompetence, and seemingly at higher levels than front line CS.

If this was a rogue casino, this would be seen as a deliberate stalling tactic, rather than incompetence.

If this were a single error it would be incompetence. However, if they make repeated mistakes on the same issue then there are suspicions of this being a stalling tactic. Frankly, they have been in the business for a long time and I just wont believe they dont understand. They are feigning ignorance and hope that in your rage you will simply reverse the w/d and play it back. 50 bucks is a slap in the face in the light of the size of your w/d. Geeze, is this becoming a common occurence even with accredited casinos.

 

[mattsgame]

OK... Here's the bizarre update.

Sorry no short version this time as I need to clarify the whole thing (sorry chuchu). Also, I might have ended up helping a lot of Roxy Palace players and Roxy Palace themselves.

So, after I personally went in and changed the details, I sent an email to the Casino:



So waited all day and then this answer from my VIP manager:


GOD GIVE ME STRENGTH!!!!... I went through EVERY SINGLE DETAIL and have not missed anything... I normally keep most of my emails purely professional and polite as I know at the end of the day 'they' are doing a job, but come on...everyone has a breaking point... but still I tried not to be too harsh....

Here's my answer:


NOW THE BEST PART!!! Email back after 40 minutes:


So I did:


Final Email from Richard:


Ok so now hopefully I get my money soon.

Now, my point is I only want fair transfer of my money... but REALLY??? 50 bucks ??? (that's like 2 clicks for me).... seriously I dont really care much about the bonus they offer me but the logic behind their business ethic/marketing/customer support. Through all this back and forth surely has a value of my time, frustration etc etc ...but also, it also shows how much am I really wanted as a VIP client who will spend a bit of money (they should ask Royal Vegas 2.6k in 1 day). I have done 3 major things (not boasting but its true):

1. Have found out a glitch in their system, that would save them a lot of headache with their Australian clients in the future.
2. I have helped any of the Australian players that might stumble upon this casino in the future a lot of heartache and get smooth transactions.
3. Both of the above points mean more business for the Casino.

There we go... hope to get my money soon ... they need to do better to keep me in their books.

Great to hear from the rep here NOT!

I am almost 99% sure that this is the exact same banking page for bank wires at 32Red and every other mg casino (I will check this soon). So I don't get why there has not been the same complaint before

 

[SAunnyS72]

I am almost 99% sure that this is the exact same banking page for bank wires at 32Red and every other mg casino (I will check this soon). So I don't get why there has not been the same complaint before

That's what I thought as well mate!

 

[SAunnyS72]

If this were a single error it would be incompetence. However, if they make repeated mistakes on the same issue then there are suspicions of this being a stalling tactic. Frankly, they have been in the business for a long time and I just wont believe they dont understand. They are feigning ignorance and hope that in your rage you will simply reverse the w/d and play it back. 50 bucks is a slap in the face in the light of the size of your w/d. Geeze, is this becoming a common occurence even with accredited casinos.

I was thinking the same yesterday...its a stalling tactic... because I actually recycled/reversed about 10k before I put the cash in... so they were probably hoping that I might just crack it and go that's not a big amount ...let's just play it through.... but I am not budging... Again, with me it's about principles not the money. All the casinos should do the right thing even if a high roller wants to draw 5 bucks after spending 5k... he should be able to.

Yes, I agree with you about slap in the face with $50 bucks lol

 

[mattsgame]

Roxy Palace



32Red


I do not see anything different at all, except maybe its in a different order. So either 32Red and every other MG casino know how to deal with an Aussie asking for a wire once those details are submitted. EDIT: I apologise, there is a difference.

Watching this with interest mate so please keep us updated

Edit: there is more to the 32Red as I just realised you can scroll down but its nothing important and now I do see the extra bit.

 

[SAunnyS72]

Roxy Palace

View attachment 31421

32Red
View attachment 31422

I do not see anything different at all, except maybe its in a different order. So either 32Red and every other MG casino know how to deal with an Aussie asking for a wire once those details are submitted and Roxy do not as they have never had one before or they are stalling and feeding you a heap of BS so become impatient and just play it back.. I have never seen this complaint and I know of other Aussies who got fair chunks of $$ from mg casino using Wire Transfers.

Watching this with interest mate so please keep us updated

Thanks mate... Yes there is an extra field above the Holding Branch which says Bank Code below the Bic Code. Thanks for the screenie mate... clarified it for me as well coz I am at work

 

[Nifty29]

Now that it has been shown to be an MG banking page glitch at Roxy Palace, perhaps we can cease accusing them of deliberate stalling or incompetence?

FWIW, I found a far more diabolical glitch in an accredited casino's software recently which could have cost players a lot of money (I found it not long after game release thank goodness) and didn't even receive a thankyou. I spent quite some time researching and testing too, so I won't be doing anything like that again anytime soon. Not to mention that actually convincing the support staff to even take me seriously was like pulling teeth....but anyway..

Some members should remember that genuine errors do happen, and accredited casinos should be given a bit of time and the opportunity to solve a problem before being accused of "deliberate stalling" and "incompetence". It's pretty sad how previously level-headed people go right for the casino's jugular these days before even knowing what's really going on (IMO)

 

[mattsgame]

Now that it has been shown to be an MG banking page glitch at Roxy Palace, perhaps we can cease accusing them of deliberate stalling or incompetence?

FWIW, I found a far more diabolical glitch in an accredited casino's software recently which could have cost players a lot of money (I found it not long after game release thank goodness) and didn't even receive a thankyou. I spent quite some time researching and testing too, so I won't be doing anything like that again anytime soon. Not to mention that actually convincing the support staff to even take me seriously was like pulling teeth....but anyway..

Some members should remember that genuine errors do happen, and accredited casinos should be given a bit of time and the opportunity to solve a problem before being accused of "deliberate stalling" and "incompetence". It's pretty sad how previously level-headed people go right for the casino's jugular these days before even knowing what's really going on (IMO)

I agree and I jumped the gun a bit as I didn't see that extra bit till Suny pointed it out.. but you still have to ask .. where is the Rep?

 

[Nifty29]

I agree and I jumped the gun a bit as I didn't see that extra bit till Suny pointed it out.. but you still have to ask .. where is the Rep?

Well I think the problem is that the OP didn't PM them until very recently...at least I hope that's why.

 

[SAunnyS72]

Some members should remember that genuine errors do happen, and accredited casinos should be given a bit of time and the opportunity to solve a problem before being accused of "deliberate stalling" and "incompetence". It's pretty sad how previously level-headed people go right for the casino's jugular these days before even knowing what's really going on (IMO)

I sure hope you read my entire post before commenting mate ... I tried to work with them through the entire time... 3 weeks and counting... It is not possible to know what was wrong at their end as I was providing them with everything ... As I said it wasn't the time taken for me but the fact that every 2nd email was contradicting the last and that no matter how much info I provided there was no solution...as for your last line no one is going for their jugular without knowing what's going on hence I have copied and pasted every single correspondence.

Deliberate stalling probably not .... incompetence absolutely yes.

 

[chuchu59]

Dont get upset Sunny. Nifty wasnt having a dig at you. Whether there is a software glitch or not the casino was told time and again of the problem and was given weeks to attend to the matter let alone sort it out. Its obvious they werent paying attention to the customer for reasons I would not want to dwell on though I am of course entitled to my opinion especially as I had an unpleasant similar experience there though the scale was much smaller in terms of $$$.

 

[Seventh777]

Wow, after skimming through this thread and the incompetence of the CS it has answered a long overdue question for me......

Just where the hell do Neteller get their staff from?

 

[chuchu59]

Wow, after skimming through this thread and the incompetence of the CS it has answered a long overdue question for me......

Just where the hell do Neteller get their staff from?

Cant answer you as I havent employed their services for ages?

Is that supposed to be a compliment ..... or?

 

[Seventh777]

Cant answer you as I havent employed their services for ages?

Is that supposed to be a compliment ..... or?

Nope, it definitely is not a compliment, I hope to God that you or anyone never has a deposit/withdrawal related problem during a holiday break at Neteller, CS staff employed at a merchant bank that cannot resolve cash related problems (not really sure what other problems arise at an establishment whose only work related tasks involve cash).

 

[Nifty29]

I sure hope you read my entire post before commenting mate ... I tried to work with them through the entire time... 3 weeks and counting... It is not possible to know what was wrong at their end as I was providing them with everything ... As I said it wasn't the time taken for me but the fact that every 2nd email was contradicting the last and that no matter how much info I provided there was no solution...as for your last line no one is going for their jugular without knowing what's going on hence I have copied and pasted every single correspondence.

Deliberate stalling probably not .... incompetence absolutely yes.

I think you handled it well actually. Most people wouldn't have been as patient.

I did write that in the first version of my post which was accidentally wiped so I'm sorry about that. I wasn't referring to your comments when I talked about the stalling etc anyway

 

[SAunnyS72]

I think you handled it well actually. Most people wouldn't have been as patient.

I did write that in the first version of my post which was accidentally wiped so I'm sorry about that. I wasn't referring to your comments when I talked about the stalling etc anyway

Thanks mate for clarifying that up. I apologize for the hot headed reply as well... Please understand I have been tested thoroughly by these guys for the last few weeks and I am a bit jumpy about this issue lol

I normally am a very calm person and I applaud you being a bigger person about it.

Cheers!

 

[vinylweatherman]

It's still incompetence. There was a glitch in the software, and the problem was that the casino developed "tunnel vision" in dealing with the problem, taking it for granted that the player was at fault for providing the wrong details, and being in denial about the need to look for a "bigger picture". Through the entire process, their efforts were concentrated on getting the player to provide them with the correct details, which they did again and again. When the wire failed again, they jumped to the conclusion that despite their protestations, the player had not provided the correct details.

The break ONLY came when finally an email was more specific about the problem, which was NOT a "wrong SWIFT code" as they had been saying, but a missing "bank code" due to a glitch in the software which became aparrent when the email named the specific piece of information that was "left blank". Even this was done in an accusing manner towards the player, as though it had been their fault all along for ignoring a required field, when in fact it was the software.

It took a screenshot of the filled fields to make the CS aware of the real cause of the problem.

The screenshot of the same page from 32Red shows no missing field, so this is not a Microgaming problem, but an implementation issue specific to Roxy Palace. This might explain why there have not been hordes of similar complaints from Aussie players at other MGS casinos.

Maybe this is the first time an Aussie player has requested this specific method of payment, so the first time this error has occured.

It also shows that the CS did NOT act on the emails and enter the details as promised to the player, else they would have spotted this glitch first, and would have seen that a field they needed was missing in the software, and not available if entered manually further down the process.

This tunnel vision has cost them a 3 week long public thread exposing how poorly they handled this particular problem.


Next time something like this happens, and a player swears the details are correct, and has confirmed this with their bank, start looking for a wider issue, rather than concentrating on the player confirming over and over again that the details are correct. Also, be more specific when saying what is wrong, rather than saying something generic that only serves to deflect attention away from the real problem.

Part of the problem may be that it was not escalated far enough up the chain to be dealt with effectively, and those dealing with it did not have the expertise necessary for figuring out what was going wrong.

This is a case of the player knowing more about the software than the casino operator - I've been in this position too

 

[SAunnyS72]

It's still incompetence. There was a glitch in the software, and the problem was that the casino developed "tunnel vision" in dealing with the problem, taking it for granted that the player was at fault for providing the wrong details, and being in denial about the need to look for a "bigger picture". Through the entire process, their efforts were concentrated on getting the player to provide them with the correct details, which they did again and again. When the wire failed again, they jumped to the conclusion that despite their protestations, the player had not provided the correct details.

The break ONLY came when finally an email was more specific about the problem, which was NOT a "wrong SWIFT code" as they had been saying, but a missing "bank code" due to a glitch in the software which became aparrent when the email named the specific piece of information that was "left blank". Even this was done in an accusing manner towards the player, as though it had been their fault all along for ignoring a required field, when in fact it was the software.

It took a screenshot of the filled fields to make the CS aware of the real cause of the problem.

The screenshot of the same page from 32Red shows no missing field, so this is not a Microgaming problem, but an implementation issue specific to Roxy Palace. This might explain why there have not been hordes of similar complaints from Aussie players at other MGS casinos.

Maybe this is the first time an Aussie player has requested this specific method of payment, so the first time this error has occured.

It also shows that the CS did NOT act on the emails and enter the details as promised to the player, else they would have spotted this glitch first, and would have seen that a field they needed was missing in the software, and not available if entered manually further down the process.

This tunnel vision has cost them a 3 week long public thread exposing how poorly they handled this particular problem.


Next time something like this happens, and a player swears the details are correct, and has confirmed this with their bank, start looking for a wider issue, rather than concentrating on the player confirming over and over again that the details are correct. Also, be more specific when saying what is wrong, rather than saying something generic that only serves to deflect attention away from the real problem.

Part of the problem may be that it was not escalated far enough up the chain to be dealt with effectively, and those dealing with it did not have the expertise necessary for figuring out what was going wrong.

This is a case of the player knowing more about the software than the casino operator - I've been in this position too

Absolutely agree. The mind boggling part is even if it is a system where they simply click a button like any web form to submit my withdrawal wouldn't the system automatically recognize which field hasn't been filled?...it does for the simplest of web forms/ applications.

Enactment:

Casino host: clicks button to process withdrawal with the info put in by the player.

Processing company : There should be 6 fields filled in but only 5 were. The field missing is "x".

Casino Host to player : please fill in "X".

Player: But there is no "X" field in the form.

Casino Host: Our form is f&$) ed .

Could have been as simple... In 5 steps.

 

[bsilva028]

Absolutely agree. The mind boggling part is even if it is a system where they simply click a button like any web form to submit my withdrawal wouldn't the system automatically recognize which field hasn't been filled?...it does for the simplest of web forms/ applications.

Enactment:

Casino host: clicks button to process withdrawal with the info put in by the player.

Processing company : There should be 6 fields filled in but only 5 were. The field missing is "x".

Casino Host to player : please fill in "X".

Player: But there is no "X" field in the form.

Casino Host: Our form is f&$) ed .

Could have been as simple... In 5 steps.

and the most "important" already arrived?

 

[SAunnyS72]

and the most "important" already arrived?

Nope still waiting ... I'll be lucky if it comes before the weekend.

Still nothing from the rep here.

 

[SAunnyS72]

Attention forum mods please !

This is my bad ... I clicked on the "casino rep" button beside the acredited casinos list beside Roxy Palace and didn't realize it took me to the "Redflush" casino reps page... So I pmed him instead of Roxy rep. Lol.. Please check and fix.

Thanks

Ps : a new pm sent to the Roxy Rep. My apologies.

 

[RoxyAffiliates]

Thanks for your feedback

Dear Sunny,

Further to your PM I would like to thank you for bringing this to our attention.

We have spoken to Richard who has informed us he has been in touch with you regarding this problem and he is liasing with the relevant parties to get this resolved as soon as possible.

Richard will be in touch with you regarding the progress, however please feel free to contact Richard Monday to Friday between 10am- 6pm UK time and on the weekend our customer service team will gladly assist you, should you have any queries.

Once again thanks for bringing this to our attention and feel free to PM us.

Warm regards,

Roxy Affiliates

 

[SAunnyS72]

Dear Sunny,

Further to your PM I would like to thank you for bringing this to our attention.

We have spoken to Richard who has informed us he has been in touch with you regarding this problem and he is liasing with the relevant parties to get this resolved as soon as possible.

Richard will be in touch with you regarding the progress, however please feel free to contact Richard Monday to Friday between 10am- 6pm UK time and on the weekend our customer service team will gladly assist you, should you have any queries.

Once again thanks for bringing this to our attention and feel free to PM us.

Warm regards,

Roxy Affiliates

Apology accepted.

... Still no money. Update on Monday again I guess.

 

[Simmo!]

Generalising here, I am constanty amazed at how many online casinos fail to understand the value of some players. As an affiliate, I have tested a lot of casinos (easily into 3 figures) and I always go in demonstrating that I am a serious player to see how they handle me. Lots of them just ignore me and like you SAunny, I see issues with withdrawals that drag on and on and just shouldn't happen. My latest issue is laughable too.

How many good players leave a casino after their first withdrawal experience I wonder? I have ... and I have felt thoroughly undervalued ...loads of times. I wonder how many casinos could be so much more profitable if they just took KYC a step beyond the regulatory requirements. Fortune seem to have the best handle on understanding player value...maybe they should offer training courses LOL.

Regards Roxy I have a slightly unrelated question if I may? I stopped playing there when they upped the reverse time to 48hrs but I remember they used to have quite low max bets on slots ($11.25 on Tstruck for example). I noticed earlier you said that the $50 bonus was about "2 clicks" for you. Just wondered if they had upped teh low max bets on slots if you get a mo?

 

[SAunnyS72]

Generalising here, I am constanty amazed at how many online casinos fail to understand the value of some players. As an affiliate, I have tested a lot of casinos (easily into 3 figures) and I always go in demonstrating that I am a serious player to see how they handle me. Lots of them just ignore me and like you SAunny, I see issues with withdrawals that drag on and on and just shouldn't happen. My latest issue is laughable too.

How many good players leave a casino after their first withdrawal experience I wonder? I have ... and I have felt thoroughly undervalued ...loads of times. I wonder how many casinos could be so much more profitable if they just took KYC a step beyond the regulatory requirements. Fortune seem to have the best handle on understanding player value...maybe they should offer training courses LOL.

Thanks Simmo. Sorry for the delayed reply. Yes, I myself spend thousands each week so I am very particular on the service I receive. I had teething problems with Royal Vegas but they have come through for me, so, in return I spend even more money with them now and they are great. With the Bellerock casinos they call me up each week, have dedicated managers that service me regularly, I feel happy to spend money with them. Same goes for Nordicbet, 3Dice and 32red ( I am still trying out 32red now, but looks promising). My attitude is, I have a budget of 5k+ each week, so I will spend based on how they service me and the promotions offered that week. So I don't think they realized what they are doing when they offered me $50 after all the hassle. My kind of testing is, I make a decent withdrawal from the casino the first week I join, could be considerably less than what I have cycled or put in... Doesn't matter as it is only a test to see if I feel comfortable and then I can assign a chunk of my spend. But I think RP is sliding in this matter. Also did you see my cheeky comment about thanking the rep here for the apology as he never did for all the hassle... Oh well. The way I see it is I got money to spend and I have an ego... Impress me or there are others that would get my business

Regards Roxy I have a slightly unrelated question if I may? I stopped playing there when they upped the reverse time to 48hrs but I remember they used to have quite low max bets on slots ($11.25 on Tstruck for example). I noticed earlier you said that the $50 bonus was about "2 clicks" for you. Just wondered if they had upped teh low max bets on slots if you get a mo?

I am not sure about Thunderstruck... But quite sure I spent about 7k ( recycled) on MM Isis $25/click and Pure Platinum $20/click... So I am guessing the minimum bet thing is not applicable anymore as I never played there before.

 

[chuchu59]

Generalising here, I am constanty amazed at how many online casinos fail to understand the value of some players. As an affiliate, I have tested a lot of casinos (easily into 3 figures) and I always go in demonstrating that I am a serious player to see how they handle me. Lots of them just ignore me and like you SAunny, I see issues with withdrawals that drag on and on and just shouldn't happen. My latest issue is laughable too.

How many good players leave a casino after their first withdrawal experience I wonder? I have ... and I have felt thoroughly undervalued ...loads of times. I wonder how many casinos could be so much more profitable if they just took KYC a step beyond the regulatory requirements. Fortune seem to have the best handle on understanding player value...maybe they should offer training courses LOL.

Regards Roxy I have a slightly unrelated question if I may? I stopped playing there when they upped the reverse time to 48hrs but I remember they used to have quite low max bets on slots ($11.25 on Tstruck for example). I noticed earlier you said that the $50 bonus was about "2 clicks" for you. Just wondered if they had upped teh low max bets on slots if you get a mo?

Simmo, I missed the '2 clicks' bit. Are you sure it wasnt '2 chicks'?

 

[SAunnyS72]

Simmo, I missed the '2 clicks' bit. Are you sure it wasnt '2 chicks'?

lol chuchu ... What chicks are you going for ... 2 for $50 lol

 

[chuchu59]

lol chuchu ... What chicks are you going for ... 2 for $50 lol

We get them cheap in various places in Hong Kong.Come over here and I will show you but only if you like oriental ladies.

 

[SAunnyS72]

We get them cheap in various places in Hong Kong.Come over here and I will show you but only if you like oriental ladies.

I love Hong Kong... Food specially. Can't wait to go back.

I am married but not dead! ... So ofcourse I like oriental ladies ... What red blooded man wouldn't. Just to clarify only for browsing
I like my ladies like my food .... From all over the world and spicier the better

 

[cpdnd31]

OK what about an Italian women eating Thai food?


Sorry just had too

 

[Nicla]

and what about an italian player having such a trouble with some casino?

 

[SAunnyS72]

OK what about an Italian women eating Thai food?


Sorry just had too

You could have just stopped at An Italian woman eating Thai.

 

[SAunnyS72]

Monday ... Still nothing ... Counting ....