Roxy Palace not paying me

[Jaime]

I want to file a complaint against Roxy Palace and Casino Splendido. I have been a regular player there since November 2012.

I never had any major problems with them before. Support seemed professional and my withdrawals where always paid on time with the exception of one time when there was a mix up whether I was verified or not.

Last week they send me pretty good bonuses offer; a 30% daily bonus for Silver Members of 150 euro . In the next days I deposited a total of 4000 euro and had one win of 2843 euro. A few days ago I saw that they had only paid me 500 euro and tried to login. I got the message: the casino has refused you to logon. Your account has been locked.

I went straight to live chat on the website and they told me I was banned based on bonus abuse quoting term 8.8 of their terms and conditions. I think this a total unreasonable term and that this also goes against the rules of accreditation at sussexmskpartnershipeast.com. I told them about this but they told me they were not ruled by sussexmskpartnershipeast.com but Ecogra.

The term basically gives them the right to not pay me if they feel like it. I think this is very unfair. I feel really frustrated and betrayed by these casinos who always been so good to me. I have tried to reason with them and they told me they would forward my concerns to management but I have not heard back from them.

I will do a Pitch a Bitch very soon, but I want to warn the whole gambling community here about the practices of these casinos. If you win too much and they see you as a bonus abuser they just not pay your profits.

 

[dionysus]

Roxy is accredited here. Your first step should be to pm the rep via https://sussexmskpartnershipeast.com/forums/members/

and, while it's fine to share, exhaust your primary resources first (ie pm the rep)
bonus denial is completely within their perview
not paying entitled winnings is not...did you breach any terms?

if you intend to file a PAB and feel you met all criteria as per Ts and Cs, send it on
be sure to read the FAQ and read it fully
once in, stop posting here
gl

 

[chuchu59]

I want to file a complaint against Roxy Palace and Casino Splendido. I have been a regular player there since November 2012.

I never had any major problems with them before. Support seemed professional and my withdrawals where always paid on time with the exception of one time when there was a mix up whether I was verified or not.

Last week they send me pretty good bonuses offer; a 30% daily bonus for Silver Members of 150 euro . In the next days I deposited a total of 4000 euro and had one win of 2843 euro. A few days ago I saw that they had only paid me 500 euro and tried to login. I got the message: the casino has refused you to logon. Your account has been locked.

I went straight to live chat on the website and they told me I was banned based on bonus abuse quoting term 8.8 of their terms and conditions. I think this a total unreasonable term and that this also goes against the rules of accreditation at sussexmskpartnershipeast.com. I told them about this but they told me they were not ruled by sussexmskpartnershipeast.com but Ecogra.

The term basically gives them the right to not pay me if they feel like it. I think this is very unfair. I feel really frustrated and betrayed by these casinos who always been so good to me. I have tried to reason with them and they told me they would forward my concerns to management but I have not heard back from them.

I will do a Pitch a Bitch very soon, but I want to warn the whole gambling community here about the practices of these casinos. If you win too much and they see you as a bonus abuser they just not pay your profits.

Don't warn us as we need to hear both sides of the story first. If you are gonna PAB so much the better as MaxD will get to the bottom of this.

 

[vinylweatherman]

Term 8.8 is:-

8.The Casino reserves the right to refuse to register you as a player or to de-register and cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation will be refunded to you using the method of payment as determined by the Casino. However, the Casino reserves the right, in its sole discretion, to void any winnings and appropriate any balance in your Casino account in any of the following circumstances: 1.if you are not of legal age;
2.if you reside in a jurisdiction where Play at the Casino is prohibited by law;
3.if you provide incorrect or misleading registration information;
4.if you have "charged back" any of the purchases made with your credit card or other applicable purchase method on your Casino account;
5.if you are found cheating or if it is determined by the Casino that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the Casino;
6.if you have more than one active account at the Casino;
7.if the name on your Casino account does not match the name associated with the payment method used to make purchases on your Casino account;
8.if you have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);
9.if you have allowed or permitted (intentionally or unintentionally) someone else to play on your Casino account;
10.if you participate in a Casino promotion and cash-in before fulfilling the requirements of that particular promotion; OR
11.if the Casino should become aware that you have played at any other online casino under any of the circumstances set out in 8.1 to 8.10 above.

It looks like a vague BS term unless they have definite proof. Unlike Poker, such proof does not really exist, only "grounds for suspicion".

The term has nothing to do with "bonus abuse" itself as it applies irrespective of bonuses being claimed.

Confiscating winnings for vague "bonus abuse" claims is against the standards for accreditation.

Operational Standards
•Must pay winnings in a timely manner.*
•Must not disqualify any player from a payout if terms & conditions are met, except for situations of fraud (multiple-accounts, bogus ID documents, chargebacks, etc.,).
•Must not confiscate winnings for vague & unclear reasons, such as "irregular playing patterns" or "bonus abuse", without specific T&C violations.
•Must not implement terms that can be construed as "unfair" towards the player.
•No player shall be involuntarily placed into a situation which breaches the terms and conditions during the course of play.
•Must pay out progressive jackpot wins in full or in reasonable chunks, regardless of any terms and conditions limiting payouts.**
•Must remove any bonus and associated playthrough requirements at the request of the player if play has not commenced.
•Will not entice players to reverse cash withdrawals with bonuses or other incentives.
•Will not use outsourced support. Player support must be in-house.

The next step is to PAB. The casino will then have to back up it's claim that term 8.8 was "specifically violated" with evidence.

I am also concerned about the lack of information on their site about anything other than the welcome bonus, specifically the terms and conditions for promotions offered to regular players.

Since they quoted 8.8, I presume there is no actual violation of the bonus terms themselves, such as the 25% max bet rule or play on zero weighted games, both of which could result in an adjustment of winnings.

The "we are not governed by Casinomeister" remark is likely to have come from front line CS who have no real idea what CM is, let alone that the casino they work for has voluntarily agreed to be "governed by" the standards for accreditation. A careless and potentially damaging remark to fire at a player who KNOWS that they are accredited here, and what that status entails.

Complaining to the LGA would be a waste of time. Apart from PAB, the other viable option is eCogra.

 

[Nifty29]

Term 8.8 is:-



It looks like a vague BS term unless they have definite proof. Unlike Poker, such proof does not really exist, only "grounds for suspicion".

The term has nothing to do with "bonus abuse" itself as it applies irrespective of bonuses being claimed.

Confiscating winnings for vague "bonus abuse" claims is against the standards for accreditation.



The next step is to PAB. The casino will then have to back up it's claim that term 8.8 was "specifically violated" with evidence.

I am also concerned about the lack of information on their site about anything other than the welcome bonus, specifically the terms and conditions for promotions offered to regular players.

Since they quoted 8.8, I presume there is no actual violation of the bonus terms themselves, such as the 25% max bet rule or play on zero weighted games, both of which could result in an adjustment of winnings.

The "we are not governed by Casinomeister" remark is likely to have come from front line CS who have no real idea what CM is, let alone that the casino they work for has voluntarily agreed to be "governed by" the standards for accreditation. A careless and potentially damaging remark to fire at a player who KNOWS that they are accredited here, and what that status entails.

Complaining to the LGA would be a waste of time. Apart from PAB, the other viable option is eCogra.

Like Chu said....lets see the FACTS before we start making huge assumptions and uneducated guesses.

Unless PAB forms are being cc'ed to you now, you have no more facts or information than what the OP provided, which is pretty much nothing.

You said the front line CS have "no idea" and really don't know what they're on about, but you're happy to accept as gospel their statement that the OP has been banned under term 8.8. It might not even BE that at all.

Your experience should tell you, as mine does, that complainants rarely include ALL the relevant facts, especially if it doesn't help their case. So, how about we see how the PAB goes?

 

[akrus88]

IF the only reason they provided for not pay the player is that 8.8. term, then it is really vague and unreasonable.

 

[vinylweatherman]

Like Chu said....lets see the FACTS before we start making huge assumptions and uneducated guesses.

Unless PAB forms are being cc'ed to you now, you have no more facts or information than what the OP provided, which is pretty much nothing.

You said the front line CS have "no idea" and really don't know what they're on about, but you're happy to accept as gospel their statement that the OP has been banned under term 8.8. It might not even BE that at all.

Your experience should tell you, as mine does, that complainants rarely include ALL the relevant facts, especially if it doesn't help their case. So, how about we see how the PAB goes?

Another expectation players have of accredited casinos is competent "in house" CS. Whilst they may not know about CM, their JOB involves knowing how their own business works. Front line CS would not have determined the violation details themselves, but merely relayed what the security department had noted on the account. It is therefore "management", not front line CS, that have determined that term 8.8 had been violated.

This differentiation between "personal" and "professional" gambler is BS, the casino does not have the facts about what the player does for a living, and so called "professional gamblers" are a rare breed, often seen at the races rather than in a casino playing games of chance.

We have already seen some pretty wild interpretations of this type of term from other casinos, and in one case players were deemed to have violated such a term simply because they followed a popular radio tipster when placing their bets.

Many of us technically violate the second clause in this term as we are part of the "group" that is Casinomeister, and we discuss gambling strategies, promotions, etc, and sometimes act on the recommendations of others. At what point does this become a "material" violation that causes the casino to cry "foul".

The real issue here is that the expected behaviour is to pay the player and THEN ban them from further promotions if they feel the bonuses are not being used in the correct spirit, rather than actual terms having been violated.

Unlike poker, there is no real benefit in colluding as a group as the games are all player vs house, and are random. I also can't see how a 30% bonus can be "abused" without falling foul of the specific max bet and game exclusion terms.

 

[chuchu59]

I have my suspicions especially after noticing the title of the thread. It seems that its more a case of bonus banning and then locking the account than non-payment. Should this be the case, can a mod kindly change the title of the thread first before waiting for the PAB. There does seem to be a piece missing from this jigsaw as it does seem unlikely that Roxy would simply lock an account due to bonus usage. I claim bonuses at Roxy Palace all the time and was always paid when I won. They would have simply curtailed the bonuses so there should be something we don't know yet and that could be from either party.

 

[vinylweatherman]

I have my suspicions especially after noticing the title of the thread. It seems that its more a case of bonus banning and then locking the account than non-payment. Should this be the case, can a mod kindly change the title of the thread first before waiting for the PAB. There does seem to be a piece missing from this jigsaw as it does seem unlikely that Roxy would simply lock an account due to bonus usage. I claim bonuses at Roxy Palace all the time and was always paid when I won. They would have simply curtailed the bonuses so there should be something we don't know yet and that could be from either party.

I have personal experience of being bonus banned there. Rather than be honest and TELL me, they gave me some BS about my spam filter having suddenly decided to block all their newsletters, then they discovered a problem their end and they returned for a while, and it was only when I called them out in public that they admitted I had been bonus banned as I was ahead over the lifetime of my account.

The problem is not really the bonus ban itself, but all the BS and dishonesty surrounding it.

I read the complaint as not just a bonus ban, but a confiscation of the winnings and return of only 500, accompanied by locking the account.

My Roxy Palace account was never locked, it is merely bonus banned. Should I lose around 5K and go back into negative territory, I am sure the newsletters will suddenly reappear. Even odder, I was made a Roxy Palace VIP in my prolonged absence, and even given a free entry into the first Grand Slam tournament, the one with the million dollar first prize.

 

[chuchu59]

I have personal experience of being bonus banned there. Rather than be honest and TELL me, they gave me some BS about my spam filter having suddenly decided to block all their newsletters, then they discovered a problem their end and they returned for a while, and it was only when I called them out in public that they admitted I had been bonus banned as I was ahead over the lifetime of my account.

The problem is not really the bonus ban itself, but all the BS and dishonesty surrounding it.

I read the complaint as not just a bonus ban, but a confiscation of the winnings and return of only 500, accompanied by locking the account.

My Roxy Palace account was never locked, it is merely bonus banned. Should I lose around 5K and go back into negative territory, I am sure the newsletters will suddenly reappear. Even odder, I was made a Roxy Palace VIP in my prolonged absence, and even given a free entry into the first Grand Slam tournament, the one with the million dollar first prize.

I am not sure the OP was denied the rest of his winnings from the tone of his post. If the casino had locked the account and refused to pay the rest of his winnings its against the philosophy of this site ie ban after paying winnings. I do think we should let Max have the opportunity to hanle the PAB which the OP promised to do. Should it be a case of lock and confiscation of winnings due to a unilateral interpretation of bonus abuse I am sure Bryan will think about pulling the accreditation from them.

 

[vinylweatherman]

I am not sure the OP was denied the rest of his winnings from the tone of his post. If the casino had locked the account and refused to pay the rest of his winnings its against the philosophy of this site ie ban after paying winnings. I do think we should let Max have the opportunity to hanle the PAB which the OP promised to do. Should it be a case of lock and confiscation of winnings due to a unilateral interpretation of bonus abuse I am sure Bryan will think about pulling the accreditation from them.

The title is "Roxy Palace not paying me", a good starting point from which to develop the idea that this is a confiscation of winnings issue, not merely a bonus ban.

 

[chayton]

Well the OP shouldn't post anymore if they're planning on doing a PAB, but I'm curious to know what game(s) they played. The term seems to hint at collusion - playing with groups or clubs etc. Which really only works if you're playing table games, right?

 

[micro]

I have got a similar problem with Roypalace and I have tried to send a PM to their rep but it didnt work. A message said:

Roxy has exceeded their stored private messages quota and cannot accept further messages until they clear some space.

So hopefully the rep will do something about it soon

 

[hadeel]

The same problem

Hello,

I have exactly the same problem been a player for almost 3 years lost allot within the times they send me a special promo that I could get a daily bonus and after I won a very big amount. I cashed out, they locked my account and returned my deposit. Tried to PM the roxy rep and got the same quote like micro.
Maybe the rep can clear his mailbox.

 

[mimi26]

wow there all coming out of the woodwork now this does not sound good

 

[Webzcas]

I cashed out, they locked my account and returned my deposit. Tried to PM the roxy rep and got the same quote like micro.
Maybe the rep can clear his mailbox.

Apparently the Roxy forum account was dormant. Bryan has reactivated it and they have been on the forum this afternoon. You might want to send that PM again. But please queue behind me , as I want them to respond to here first: https://sussexmskpartnershipeast.com/forum...-changes-brightshare-i-sense-something.56778/

 

[vinylweatherman]

Hello,

I have exactly the same problem been a player for almost 3 years lost allot within the times they send me a special promo that I could get a daily bonus and after I won a very big amount. I cashed out, they locked my account and returned my deposit. Tried to PM the roxy rep and got the same quote like micro.
Maybe the rep can clear his mailbox.

This is even MORE worrying. A loyal player for 3 years who suddenly gets accused of a serious "crime" that warrants the confiscation of a big win. If there was an issue this serious, they had 3 years to spot it. Many casinos bonus ban players who win big and get ahead over the lifetime of their account, but when that one big win is confiscated as well, we are into rogue territory.

I got ahead at Roxy Palace, and later on got ahead at Splendido. This got me bonus banned at each, but I was paid the wins that took me ahead, and my account was not locked. It seems that bonus banning big winners is no longer good enough, they are starting to confiscate the big wins themselves from some players.

This case started with a confiscation under this "professional player" BS rather than a specific violation of the terms governing playing style with a bonus, so I would presume such direct violation did not take place.

How the hell does one actually define a "professional player" in any case? I play a fair bit, does that mean I have crossed the line and become a "professional"? Bryan runs a website and is certainly working within the industry, this is certainly his "profession", yet he also plays the casinos. Would this make him a "professional" in their eyes, as he certainly has much more insight into how things work on the operator side than most players ever could.

In another thread, the affiliate program behind Roxy Palace has confiscated already earned revenue from a bunch of affiliates through a retrospective application of draconian changes to the program terms. It is often said that a casino that screws it's players is likely to screw it's affiliates, or vice versa.

First, we have a fuss in the affiliate world about Roxy Affiliates screwing over some long term loyal affiliates, and later we get this thread that shows they are using an ill defined "professional player" term among others to confiscate a final big win from players prior to bonus banning them for getting ahead over the lifetime of their account.

As a player, it says to me that their definition of "professional player" is simply a player that ends up ahead over the lifetime of their account, even though no terms of play are broken. What they mean by "professional" in this case is better described as "lucky". There are occasions where I have had an unbelievable run of luck on a casino I have played and lost overall at for years, and this has pushed me way ahead, covering years of steady losses and more on top. If this is likely to be met with a confiscation on the grounds that in order to get such a run I must be a "professional", then it is a place I don't want to play at as I can only ever be allowed to lose.

 

[micro]

The account of the Roxy rep is not dormant anymore and I have sent a PM to him asking him to help me. My winnings were confiscated quoting that strange rule number 8.8 but I did not breach any rule.

Who knows to how many players they have done something like that. Only a few players know the the casinomeister site I guess and therefore they may have done that to very many players thinking they would get away with it. Hopefully things will change now that some players have posted about it here.

I will keep you updated.

 

[Sovietsky]

Oh wow!

I remember a few months ago I got some free spins from them on immortal romance and it was in swedish currency so instead of giving me 3kr (0.30€) they gave me 0.3kr (0.03€) worth a spin of total of 30 spins i think it was.

Im not a customer there anymore and reading this I don't regret it a bit.

 

[chuchu59]

I kind of find this worrying. Solid MG groups/casinos like Roxy/Splendido and Lucky Nugget are misbehaving. In the past MG casinos bar those like CR or GP can be relied on to do the right thing. I notice they have been slowly delaying payments as well. I have very smallish cashouts from LN and Splendido that haven't reached me yet though they were initiated in late-April and my payment method is an e-wallet. Hopefully, they have not fallen on such hard times and start using such devious practices. This is contagious and possibly other MGs will start following suit.

 

[Webzcas]

Well since the Roxy rep has had it's forum account reactivated yesterday by Bryan, they have certainly read this thread and have on at least two occasions yesterday visited the thread in the Affiliate Issues forum linked to previously in this thread. Yet silence......

They are also very muted over at the GPWA, AGD and CAP.

As an affiliate of Roxy and former player there ( self excluded several years ago after hitting 5 scatters on Tombraider and subsequently cashing out ), I am finding these turn of events quite worrying. Until I get answers, I am going to have to remove them from my sites and issue warnings. I will be referencing both threads here at CM.

If there is nothing untoward and there certainly is, as far as the pressing issue concerning their affiliate program, why is it taking them so long to come up with a response, to this thread and the one in the Webmasters Section?

 

[The Dude]

I want to file a complaint against Roxy Palace and Casino Splendido. I have been a regular player there since November 2012.

I never had any major problems with them before. Support seemed professional and my withdrawals where always paid on time with the exception of one time when there was a mix up whether I was verified or not.

Last week they send me pretty good bonuses offer; a 30% daily bonus for Silver Members of 150 euro . In the next days I deposited a total of 4000 euro and had one win of 2843 euro. A few days ago I saw that they had only paid me 500 euro and tried to login. I got the message: the casino has refused you to logon. Your account has been locked.

I went straight to live chat on the website and they told me I was banned based on bonus abuse quoting term 8.8 of their terms and conditions. I think this a total unreasonable term and that this also goes against the rules of accreditation at sussexmskpartnershipeast.com. I told them about this but they told me they were not ruled by sussexmskpartnershipeast.com but Ecogra.

The term basically gives them the right to not pay me if they feel like it. I think this is very unfair. I feel really frustrated and betrayed by these casinos who always been so good to me. I have tried to reason with them and they told me they would forward my concerns to management but I have not heard back from them.

I will do a Pitch a Bitch very soon, but I want to warn the whole gambling community here about the practices of these casinos. If you win too much and they see you as a bonus abuser they just not pay your profits.

Well it's been over a week and no PAB. Soon means soon, so please do this today so we can get to the bottom of this. All we have right now are three pages of speculations. Thanks!

One sided "warnings" are just that - one sided. It's a worthless rant if we don't have any insight from the casino you are complaining about.

 

[chayton]

What about the other two players who popped in to the thread with the same complaint...? Maybe they should PAB as well?

 

[The Dude]

What about the other two players who popped in to the thread with the same complaint...? Maybe they should PAB as well?

The more the merrier.

 

[The Dude]

...
Who knows to how many players they have done something like that. Only a few players know the the casinomeister site I guess and therefore they may have done that to very many players thinking they would get away with it...

Oh really? What makes you think that?

And most members know that if they have a casino problem - especially with an accredited casino, they should PAB asap. Not sit around and moan and grown in the forum. If you can't contact a casino rep via PM, then I need to know about this.

 

[micro]

Oh really? What makes you think that?

And most members know that if they have a casino problem - especially with an accredited casino, they should PAB asap. Not sit around and moan and grown in the forum. If you can't contact a casino rep via PM, then I need to know about this.

Sorry about that. My english is not very good. I wanted to say that probably only a minority of the online casino players know this forum. But I dont know that.

I am going to PAB.

The rep of Roxypalace has not replied yet to my PM.

 

[chuchu59]

70 bucks so I wont PAB nor do I want to contact the rep but its been many days (April 28) since I initiated a cashout at Splendido. Shows its work-in-progress. 120 hours and counting for only 70 bucks! I just hope its not the beginning of something more serious.

 

[maphesto]

70 bucks so I wont PAB nor do I want to contact the rep but its been many days (April 28) since I initiated a cashout at Splendido. Shows its work-in-progress. 120 hours and counting for only 70 bucks! I just hope its not the beginning of something more serious.

Why don't you want to contact their rep? That has to be the easiest way to solve a late payment, and when you have the money you can spend it elsewhere.

 

[chuchu59]

Honestly I am not the least concerned about the payment but I am concerned that this group is starting to fall apart. There is no reason that they can be unaware of the cashout yet it remains in limbo. I just wanna see how long this is gonna take.

 

[dunover]

Honestly I am not the least concerned about the payment but I am concerned that this group is starting to fall apart. There is no reason that they can be unaware of the cashout yet it remains in limbo. I just wanna see how long this is gonna take.

If hitherto they paid much faster than that then it COULD be a cause for concern. After the PL fiasco event he slightest doubt has players running to the air-raid shelters, quite understandably. I was the same with my VPL cashout after Christmas. I had no response for 5 days from the rep, the day he did respond I had just gotten paid anyway and he offered no particular reason why it had 'been missed'. In other words he had seen the thread, made sure I was paid then contacted me again.
It became apparent immediately afterwards that due to being Malta-based the Christmas holidays had been responsible, but they couldn't really admit it by saying 'whenever a public holiday occurs we will keep your withdrawal as work-in-progress for several days longer' as that would put players off.

As it is Mayday bank holiday this weekend, it seems much the same has happened; most MG payment processing is on hold until Tuesday onwards. I would suggest that reason Chuchu.

 

[MisterBJ]

Bump...Are there any new developments with Roxy?

 

[chuchu59]

Splendido not paying a paltry $70 initiated on 28 April. No bonuses were taken.

 

[Borgie]

Splendido not paying a paltry $70 initiated on 28 April. No bonuses were taken.

Have they said why?

 

[The Dude]

The rep told me she's been sick, and she'll get to this when she can.

 

[akrus88]

70 bucks so I wont PAB nor do I want to contact the rep but its been many days (April 28) since I initiated a cashout at Splendido. Shows its work-in-progress. 120 hours and counting for only 70 bucks! I just hope its not the beginning of something more serious.

That is a good idea. To see how long it will take for cashout (small one), without giving any pressure to the casino.
I quess you have had your account for a long time and documents etc. verified allready?

 

[dunover]

Whether verified or not Chuchu should've been paid by now, and being an experienced player I would guess he is anyway. That is far too slow for any player and I don't care whether it's $70 or 7000 it should not take this long, even if verification was initiated.
Not good enough for an accredited site, and the rep is AWOL but it should be sorted by CS anyway regardless.

 

[akrus88]

This many problems with cashout and the affiliate-issue combined seems really bad. Hopefully players notice this thread before jumping out to deposit trough the accredited links.

 

[Roxy]

The affiliate matter is being discussed in the thread where it was raised - as I don't believe it has anything to do with this matter.

The concerns raised regarding players at Roxy where accounts were locked and deposits returned - has nothing to do with players being up on the casino - but rather as the term 8.8 refers to - the player has not played at the casino on an individual basis.

@Hadeel - if you could send me your information by PM I will look into your query.

@Chuchu59 - based on some digging I've done to locate your Splendido account - I believe that you are based in Hong Kong and we are not able to do refunds to Moneybookers for users in Hong Kong. This was communicated for the last payment in August 2012 as well - however the PMOP details weren't changed. If you can PM me your new preferred method of payment I will get this changed and your $70.19 sent to you. You will also receive a phone call from our customer services team today to get this information. If I have the wrong information - please send me your account details at Casino Splendido - and I will look into this matter.

 

[Webzcas]

The affiliate matter is being discussed in the thread where it was raised - as I don't believe it has anything to do with this matter.

Well hopefully someone from Roxy will get around to addressing the affiliate issue and the thread in question, as it has now been 9 days since the issue was first raised here on CM and the Roxy forum account has on more than one occasion visited the thread in past week or so, but yet still we wait for a response.

BTW the closure of affiliate accounts of long time partners, many of which have a historical player base earning Roxy Palace and Casino Splendido money, is an issue that players need to be made aware of. Just the same that non payment of players is an issue casino affiliates need to be made aware of.

 

[dunover]

The affiliate matter is being discussed in the thread where it was raised - as I don't believe it has anything to do with this matter.

The concerns raised regarding players at Roxy where accounts were locked and deposits returned - has nothing to do with players being up on the casino - but rather as the term 8.8 refers to - the player has not played at the casino on an individual basis.

@Hadeel - if you could send me your information by PM I will look into your query.

@Chuchu59 - based on some digging I've done to locate your Splendido account - I believe that you are based in Hong Kong and we are not able to do refunds to Moneybookers for users in Hong Kong. This was communicated for the last payment in August 2012 as well - however the PMOP details weren't changed. If you can PM me your new preferred method of payment I will get this changed and your $70.19 sent to you. You will also receive a phone call from our customer services team today to get this information. If I have the wrong information - please send me your account details at Casino Splendido - and I will look into this matter.

Which begs the question how come he was allowed to w/d to MB with no alert or message when he initiated it? 'Work in progress' clearly wasn't work in progress........
...and another question is why can you accept Moneybookers payments from HK??? Surely if MG like to refund to the same deposit method, MB should be reciprocal?

 

[Webzcas]

And now the Roxy rep has logged out of the forum, without addressing the affiliate issue.

Bryan, seriously this is not good enough. Even the GPWA have rogued their affiliate program. We are getting completely blanked and this is going nowhere.

 

[chuchu59]

I just received a mail on my 70 bucks. Coincidence? They claim they cannot send it to my Skrill account(been more than 4 years ago that I deposited with this method) due to territorial restrictions. Now I had for the past half a dozen deposits used ecocard so common sense prevails that this should be the method used. Its only a paltry amount but first they delay it for 2 weeks and now this. I wonder if they are doing this to other players.

 

[chuchu59]

Paid.

 

[MisterBJ]

The affiliate matter is being discussed in the thread where it was raised - as I don't believe it has anything to do with this matter.

The concerns raised regarding players at Roxy where accounts were locked and deposits returned - has nothing to do with players being up on the casino - but rather as the term 8.8 refers to - the player has not played at the casino on an individual basis.

@Hadeel - if you could send me your information by PM I will look into your query.

@Chuchu59 - based on some digging I've done to locate your Splendido account - I believe that you are based in Hong Kong and we are not able to do refunds to Moneybookers for users in Hong Kong. This was communicated for the last payment in August 2012 as well - however the PMOP details weren't changed. If you can PM me your new preferred method of payment I will get this changed and your $70.19 sent to you. You will also receive a phone call from our customer services team today to get this information. If I have the wrong information - please send me your account details at Casino Splendido - and I will look into this matter.

YOUR TONE!!!

 

[Mouche12]

YOUR TONE!!!

My thoughts exactly MisterBJ, annoyed and defensive.

 

[chuchu59]

The affiliate matter is being discussed in the thread where it was raised - as I don't believe it has anything to do with this matter.

The concerns raised regarding players at Roxy where accounts were locked and deposits returned - has nothing to do with players being up on the casino - but rather as the term 8.8 refers to - the player has not played at the casino on an individual basis.

@Hadeel - if you could send me your information by PM I will look into your query.

@Chuchu59 - based on some digging I've done to locate your Splendido account - I believe that you are based in Hong Kong and we are not able to do refunds to Moneybookers for users in Hong Kong. This was communicated for the last payment in August 2012 as well - however the PMOP details weren't changed. If you can PM me your new preferred method of payment I will get this changed and your $70.19 sent to you. You will also receive a phone call from our customer services team today to get this information. If I have the wrong information - please send me your account details at Casino Splendido - and I will look into this matter.

My own issue aside, you have not addressed the issues raised. You simply brushed them aside with sweeping statements in accordance with your beliefs (Ha!).

As for my issue, you only started the SKRILL excuse yesterday though the cashout was initiated on 28 April. Like I said, I had made half a dozen deposits via ecocard. I only received an email yesterday and promptly replied. Why did it take you 2 weeks to do that? I didn't bother contacting you just to see what you guys are doing and it seems you are trying to delay w/d processing for virtually any amount. Should you have been sincere on the SKRILL matter you should have contacted me 48 hours after I initiated my cashout.

 

[Webzcas]

How convenient, it's now the weekend and still no response from the Roxy Rep concerning the affiliate issue. Even though the rep stated in this thread just one page back that the affiliate issue was being discussed in the thread in question over in the Affiliate Issues forum. Well it certainly is by webmasters, but even though you have read the thread several times now, you have decided to not enter into any discussion.

I used to love Roxy Palace Casino. I even had one of my biggest payouts there hitting five scatters on Tomb Raider several years back. But now, the lack of communication, the affiliate issue and how these player issues have been addressed in this thread leads me to believe they have turned to the darkside.

 

[The Dude]

Just as an FYI - Roxy is involved in casino management, the affiliate side of things are monitored by the affiliate manager. The person who should be addressing the affiliate issues should not be "Roxy" but "Roxyaffiliates". The forum's main contact for the affiliate program is on leave at the moment. But hopefully "Roxy" can forward any information that the affiliate department can give us.

 

[Webzcas]

Just as an FYI - Roxy is involved in casino management, the affiliate side of things are monitored by the affiliate manager. The person who should be addressing the affiliate issues should not be "Roxy" but "Roxyaffiliates". The forum's main contact for the affiliate program is on leave at the moment. But hopefully "Roxy" can forward any information that the affiliate department can give us.

I know hence I PM'd the RoxyAffiliates account here and not the Roxy account on the 1st May. So far no response from anyone at Roxy Palace on this issue, some ten days later.....

 

[MisterBJ]

I know hence I PM'd the RoxyAffiliates account here and not the Roxy account on the 1st May. So far no response from anyone at Roxy Palace on this issue, some ten days later.....

Read the signs, Not a good sign.