Roxy Palace Casino Player Reviews and comments
Date: 03/22/2007, Comment from Jeffrey C , contact
I enjoy the site and find the software very fast and fair, but I'm having trouble with a payout of $3700 that was originally requested on January 19. After the usual security checks, they sent me a check within 2 weeks.
So far so good...trouble is, I got a notice from my bank a few days later that the check bounced! So I call Roxy and they apologize and promise to send my payout by bank wire. Well, here it is March 21st and still no money on my account. I've called them every week asking what's going on and each time I got an apology and an assurance I'll have my money within a few days.
Well, I'm at the point where enough is enough and I'm at a loss as to what to do. I'm hoping my case is an exception because others seem to say good things, but this huge delay is making me think they might be having financial problems.
I enjoy the site and find the software very fast and fair, but I'm having trouble with a payout of $3700 that was originally requested on January 19. After the usual security checks, they sent me a check within 2 weeks.
So far so good...trouble is, I got a notice from my bank a few days later that the check bounced! So I call Roxy and they apologize and promise to send my payout by bank wire. Well, here it is March 21st and still no money on my account. I've called them every week asking what's going on and each time I got an apology and an assurance I'll have my money within a few days.
Well, I'm at the point where enough is enough and I'm at a loss as to what to do. I'm hoping my case is an exception because others seem to say good things, but this huge delay is making me think they might be having financial problems.
Reply from Roxy Palace Casino
Hi Jeffrey C,
Our sincerest apologies for the problems you have been experiencing with getting your cash from us…believe me, we share in your frustration.
The reason for the problem and delay is not due to financial difficulties on our side, but rather that we, as well as many other operators out there were experiencing problems with a new bank that was being used to pay players – there appears to be a backlog in their processing and unfortunately we have no idea when the backlog will be resolved – we don’t even have an estimate, making it extremely difficult to deal with these kind of issues.
We don’t want to promise our customers something we aren’t able to deliver and we are doing everything in our power to prevent exactly what has happened here going forward.
Your case has been brought to the attention of our senior Management and Directors who are in turn on the bank’s case to get the outstanding payments hurried through.
I believe our Customer Service Manager has also mailed you personally and will keep you informed of the situation’s progression and should you have any other comments or queries, please feel free to discuss them with her.
Thanks in advance for your patience and understanding.
Best regards,
Nicole
Hi Jeffrey C,
Our sincerest apologies for the problems you have been experiencing with getting your cash from us…believe me, we share in your frustration.
The reason for the problem and delay is not due to financial difficulties on our side, but rather that we, as well as many other operators out there were experiencing problems with a new bank that was being used to pay players – there appears to be a backlog in their processing and unfortunately we have no idea when the backlog will be resolved – we don’t even have an estimate, making it extremely difficult to deal with these kind of issues.
We don’t want to promise our customers something we aren’t able to deliver and we are doing everything in our power to prevent exactly what has happened here going forward.
Your case has been brought to the attention of our senior Management and Directors who are in turn on the bank’s case to get the outstanding payments hurried through.
I believe our Customer Service Manager has also mailed you personally and will keep you informed of the situation’s progression and should you have any other comments or queries, please feel free to discuss them with her.
Thanks in advance for your patience and understanding.
Best regards,
Nicole
Date: 02/15/2007, Comment from Bonnie , contact
your comment I joined Roxy Palace last weekend. It is the first and last time I will ever join a casino. I am an expat that is currenlty living Romania.I am a Canadian citizen and my banking is done in Canada through my Canadian bank account and visa card. When I signed up I deposited a hundred dollars -the money was taken directly from my account. I then deposited another 50 dollars only to have my account frozen. I was told- after the fact- not before - that Romania can not participate in the Casino. I said fine then give me my money back. I was told that the money would be mailed to Canada - amd not even directly to the bank account. The problem is I was never told in advance there was a problem and then I was blocked the second the money was taken from my account. When I contacted customer support I was just given the run around. They wanted more and more personal information from me ...which seems a bit odd since they already have my money and I have nothing ---and then I am expected to give them more information .... hello .... they have my money .... and I have no way to get my money back and no way to access the site.
It definatley seems like a rotten Casino to me
your comment I joined Roxy Palace last weekend. It is the first and last time I will ever join a casino. I am an expat that is currenlty living Romania.I am a Canadian citizen and my banking is done in Canada through my Canadian bank account and visa card. When I signed up I deposited a hundred dollars -the money was taken directly from my account. I then deposited another 50 dollars only to have my account frozen. I was told- after the fact- not before - that Romania can not participate in the Casino. I said fine then give me my money back. I was told that the money would be mailed to Canada - amd not even directly to the bank account. The problem is I was never told in advance there was a problem and then I was blocked the second the money was taken from my account. When I contacted customer support I was just given the run around. They wanted more and more personal information from me ...which seems a bit odd since they already have my money and I have nothing ---and then I am expected to give them more information .... hello .... they have my money .... and I have no way to get my money back and no way to access the site.
It definatley seems like a rotten Casino to me
Reply from Roxy Palace Casino
Hi Bonnie,
Thank-you for posting and bringing this matter to our attention.
After liaising with our Customer Service Team I have been informed that this matter has been resolved to your satisfaction? I have been told that you will be receiving the full purchase amount back to the Canadian Bank Account, and that we have e-mail confirmation that you are happy with this and with the manner in which this matter was handled. If this is incorrect, please let me know.
For the record, you registered a Canadian Address with us and your initial Credit Card transactions were rejected because you are in a blocked country. You then proceeded to deposit via an alternative method using the Canadian address (it took a short period to pick up because the IP address didn’t correspond which is why you were able to deposit and then your account was locked and you were informed that we could not allow you to play because of your country of residence). Our Terms and Conditions clearly list which countries we do not accept players from and going forward I would like to recommend that you read these at any casino before playing.
If there is anything else, please don’t hesitate to contact either myself or a member of our Customer Support Team.
best regards
Nicole
Hi Bonnie,
Thank-you for posting and bringing this matter to our attention.
After liaising with our Customer Service Team I have been informed that this matter has been resolved to your satisfaction? I have been told that you will be receiving the full purchase amount back to the Canadian Bank Account, and that we have e-mail confirmation that you are happy with this and with the manner in which this matter was handled. If this is incorrect, please let me know.
For the record, you registered a Canadian Address with us and your initial Credit Card transactions were rejected because you are in a blocked country. You then proceeded to deposit via an alternative method using the Canadian address (it took a short period to pick up because the IP address didn’t correspond which is why you were able to deposit and then your account was locked and you were informed that we could not allow you to play because of your country of residence). Our Terms and Conditions clearly list which countries we do not accept players from and going forward I would like to recommend that you read these at any casino before playing.
If there is anything else, please don’t hesitate to contact either myself or a member of our Customer Support Team.
best regards
Nicole
Date: 02/01/2007, Comment from catrina
I played a few times, when I won the payout was fast and customer service responded very fast. I rate them an excellent place to play.
I played a few times, when I won the payout was fast and customer service responded very fast. I rate them an excellent place to play.
Date: 12/21/2006, Comment from angi cranmer , contact
Hello been a flash player for some time and love Roxy.Won here and there nothing big but keeps me playing and the payout is fast.Keep up the good work.I will play as long as i have some money left
Hello been a flash player for some time and love Roxy.Won here and there nothing big but keeps me playing and the payout is fast.Keep up the good work.I will play as long as i have some money left
Date: 11/27/2006, Comment from Randy
Unfortunately, I've had nothing but bad experiences with Roxy Palace's customer support. The casino itself is great, but unfortunately the customer support is very sub-par. Payouts are also extremely slow and involve a lengthly "security check."
After having been a member for over a month and playing consistently, and after numerous deposits, I decided to make another deposit (for $100) by Western Union. I made the deposit and proceeded to give Roxy Palace the MTCN control number so that they could pick up the funds.
I got a message back from a support representative who said that they could not pick up the funds because "the MTCN was already used." The representative also stated that I should contact Western Union about the problem. I called Western Union, and they assured me that the funds were available, and that the MTCN I provided was correct.
I went back to Roxy with this information, but then received the standard response: the MTCN was "already used" and that I should contact Western Union. I called Western Union again, and they were very helpful in diagnosing the problem. They verified that there was no problem with the funds and that it was ready for pickup at any time. They also mentioned that I could get a refund at any time, but that my transfer fee ($15) was not refundable. Western Union also requested that Roxy Palace contact them directly, so that they might be able to assist with receiving the funds.
I went back to Roxy Palace again, but got the same response ("MTCN already used, contact Western Union.") I called Western Union again, and verified everything again. I then mailed Roxy Palace again and stated that if they wouldn't contact Western Union, and that if they weren't going to assist me any further, that I would simply close my account, cashout the remaining funds I had in there ($600), and take my business elsewhere.
Unsurprisingly, I received the same response from Roxy Palace. They were very unsympathetic and not willing to help at all. Heck, even if they were willing to comp me $15 for my transfer refund, so that I could deposit with a credit card instead, I would've been happy. The transfer even showed up on Western Union's site as available! Unfortunately, Roxy Palace was very unyielding in their opinion that the transfer problem was my fault somehow.
But, the nightmare was only beginning. When I went to close my account and cashout the remaining funds, I was presented with an option to have the funds refunded to my credit card. I chose the option, and then received a confirmation that the funds would be available on my credit card within a day or two.
Then, I received an email that stated that I needed to "change my withdrawl option" and that the credit card option was "no longer available." So, I then chose cheque, and for it to be sent by International courier.
Then, Roxy Palace's "security department" required that I send in *fourteen* personal documents (including ID, passport, bank statement, credit card, birth certificate, etc) before the funds would be released.
After the funds were released, I was informed that it would arrive by "regular mail" as opposed to the International courier that I chose.
All in all, it took two months from the time the Western Union problem started to when my cheque finally arrived and cleared.
Needless to say, I now do my gaming elsewhere.
Unfortunately, I've had nothing but bad experiences with Roxy Palace's customer support. The casino itself is great, but unfortunately the customer support is very sub-par. Payouts are also extremely slow and involve a lengthly "security check."
After having been a member for over a month and playing consistently, and after numerous deposits, I decided to make another deposit (for $100) by Western Union. I made the deposit and proceeded to give Roxy Palace the MTCN control number so that they could pick up the funds.
I got a message back from a support representative who said that they could not pick up the funds because "the MTCN was already used." The representative also stated that I should contact Western Union about the problem. I called Western Union, and they assured me that the funds were available, and that the MTCN I provided was correct.
I went back to Roxy with this information, but then received the standard response: the MTCN was "already used" and that I should contact Western Union. I called Western Union again, and they were very helpful in diagnosing the problem. They verified that there was no problem with the funds and that it was ready for pickup at any time. They also mentioned that I could get a refund at any time, but that my transfer fee ($15) was not refundable. Western Union also requested that Roxy Palace contact them directly, so that they might be able to assist with receiving the funds.
I went back to Roxy Palace again, but got the same response ("MTCN already used, contact Western Union.") I called Western Union again, and verified everything again. I then mailed Roxy Palace again and stated that if they wouldn't contact Western Union, and that if they weren't going to assist me any further, that I would simply close my account, cashout the remaining funds I had in there ($600), and take my business elsewhere.
Unsurprisingly, I received the same response from Roxy Palace. They were very unsympathetic and not willing to help at all. Heck, even if they were willing to comp me $15 for my transfer refund, so that I could deposit with a credit card instead, I would've been happy. The transfer even showed up on Western Union's site as available! Unfortunately, Roxy Palace was very unyielding in their opinion that the transfer problem was my fault somehow.
But, the nightmare was only beginning. When I went to close my account and cashout the remaining funds, I was presented with an option to have the funds refunded to my credit card. I chose the option, and then received a confirmation that the funds would be available on my credit card within a day or two.
Then, I received an email that stated that I needed to "change my withdrawl option" and that the credit card option was "no longer available." So, I then chose cheque, and for it to be sent by International courier.
Then, Roxy Palace's "security department" required that I send in *fourteen* personal documents (including ID, passport, bank statement, credit card, birth certificate, etc) before the funds would be released.
After the funds were released, I was informed that it would arrive by "regular mail" as opposed to the International courier that I chose.
All in all, it took two months from the time the Western Union problem started to when my cheque finally arrived and cleared.
Needless to say, I now do my gaming elsewhere.
Reply from Roxy Palace Casino
Hi there,
Thanks for posting and bringing this issue to our attention. The head of our Accounts and Customer Service Department has investigated this matter thoroughly.
Our payment processes very rarely take this long and we apologize for any inconvenience and frustration this caused you. The findings of the investigation into your complaint are pretty lengthy, and I have arranged to have the full version mailed to you. In summary though, the delay can largely be attributed to the problems with Western Union on your side which were out of our control (our customer support team did everything they could to help rectify the problems and kept getting the same answer that you should contact Western Union directly), and then again by a discrepancy in the payment address, although you were contacted immediately and this was confirmed and resolved quickly.
As for the security check, this is a standard procedure to ensure safety and security when playing at the casinos and you will encounter it from time to time at any casino, and is stated in our Terms and Conditions.
Unfortunately, you have requested that your account be locked. However, should you wish to have it unlocked we will be more than willing to comp you the $15 you mentioned as a gesture of good will. Please feel free to contact me directly should you have any further queries and I will be happy to assist you.
Thanks and regards,
Nicole.
Hi there,
Thanks for posting and bringing this issue to our attention. The head of our Accounts and Customer Service Department has investigated this matter thoroughly.
Our payment processes very rarely take this long and we apologize for any inconvenience and frustration this caused you. The findings of the investigation into your complaint are pretty lengthy, and I have arranged to have the full version mailed to you. In summary though, the delay can largely be attributed to the problems with Western Union on your side which were out of our control (our customer support team did everything they could to help rectify the problems and kept getting the same answer that you should contact Western Union directly), and then again by a discrepancy in the payment address, although you were contacted immediately and this was confirmed and resolved quickly.
As for the security check, this is a standard procedure to ensure safety and security when playing at the casinos and you will encounter it from time to time at any casino, and is stated in our Terms and Conditions.
Unfortunately, you have requested that your account be locked. However, should you wish to have it unlocked we will be more than willing to comp you the $15 you mentioned as a gesture of good will. Please feel free to contact me directly should you have any further queries and I will be happy to assist you.
Thanks and regards,
Nicole.
Date: 11/12/2006, Comment from Maniaco
Haven been treated very well at this casino. I cant say that I´m a pro online player but they gave me a great first online gaming experience. thanks
Haven been treated very well at this casino. I cant say that I´m a pro online player but they gave me a great first online gaming experience. thanks
Date: 11/02/2006, Comment from Mike M
I know what a bad run is at a real casino. Your blackjack is good in the practice mode, which, I think, that's what you send to your auditors for auditing. I played solo at a private table, and there is no need to chat with other players who could be members of your group. My chance of winning after I played over 200 hands was 10%. I have never heard or played in a real casino where the dealer's edge is 90%. This is blackjack, my friend, and the chances are 50-50 (like flipping a coin), but the dealer has a slight edge (usually plus or minus 1%) because you play first and bust first. Your lecture is for naiive people.
I know what a bad run is at a real casino. Your blackjack is good in the practice mode, which, I think, that's what you send to your auditors for auditing. I played solo at a private table, and there is no need to chat with other players who could be members of your group. My chance of winning after I played over 200 hands was 10%. I have never heard or played in a real casino where the dealer's edge is 90%. This is blackjack, my friend, and the chances are 50-50 (like flipping a coin), but the dealer has a slight edge (usually plus or minus 1%) because you play first and bust first. Your lecture is for naiive people.
Date: 10/26/2006, Comment from Mike M
At Roxy Palace, the blackjack dealer is a magician. You win one time, he wins 10 times in a row. Here, you are not experiencing losing streaks as you would once in a while in a real casino. Here, you are experiencing continuous, non-stop winning streaks in favor of the dealer. Try and play 200 hands (if you are rich and can afford to lose money.) Chances are you will win a maximum of 20 hands and the dealer will win 180. Unrealistic in a real world casino. The dealer here is a devil, just beware! He will kick you ass in no time. The software is demonically designed in favor of the casino. Never play blackjack here. You will become very frustrated and your blood pressure will rise. (Oh, I forgot to mention that when you play blackjack in the no-money practice mode, the roles are switched: you become the magician and the dealer becomes the big loser.)
At Roxy Palace, the blackjack dealer is a magician. You win one time, he wins 10 times in a row. Here, you are not experiencing losing streaks as you would once in a while in a real casino. Here, you are experiencing continuous, non-stop winning streaks in favor of the dealer. Try and play 200 hands (if you are rich and can afford to lose money.) Chances are you will win a maximum of 20 hands and the dealer will win 180. Unrealistic in a real world casino. The dealer here is a devil, just beware! He will kick you ass in no time. The software is demonically designed in favor of the casino. Never play blackjack here. You will become very frustrated and your blood pressure will rise. (Oh, I forgot to mention that when you play blackjack in the no-money practice mode, the roles are switched: you become the magician and the dealer becomes the big loser.)
Reply from Roxy Palace Casino
Hi Mike,
Thanks for posting.
As far as your comments go it seems that you had a bit of a bad run at the blackjack tables. However, with regard to your claims about the Blackjack odds at Roxy Palace, you will find that all Blackjack games at this casino have a random number generator (supplied by Microgaming Software Systems to all Microgaming casinos), which ensures that cards are dealt randomly to both the player and the dealer. This system is verified by one of the top international Independent Auditing firms and the reports are available on our site.
Also, if you refer to the winners list on our site, you will see that a number of them won substantial amounts at our Blackjack tables.
Chat to players on any one of the numerous advocate sites in the industry (including this one) and I’m sure you’ll find a number of experiences completely opposite to yours. Please let me know if you have any further comments or questions and I’ll be happy to respond.
Thanks and regards,
Nicole.
Hi Mike,
Thanks for posting.
As far as your comments go it seems that you had a bit of a bad run at the blackjack tables. However, with regard to your claims about the Blackjack odds at Roxy Palace, you will find that all Blackjack games at this casino have a random number generator (supplied by Microgaming Software Systems to all Microgaming casinos), which ensures that cards are dealt randomly to both the player and the dealer. This system is verified by one of the top international Independent Auditing firms and the reports are available on our site.
Also, if you refer to the winners list on our site, you will see that a number of them won substantial amounts at our Blackjack tables.
Chat to players on any one of the numerous advocate sites in the industry (including this one) and I’m sure you’ll find a number of experiences completely opposite to yours. Please let me know if you have any further comments or questions and I’ll be happy to respond.
Thanks and regards,
Nicole.
Date: 08/10/2006, Comment from Oh Kwon
I think Roxy Palace is one of the most honest and hassle free Casino that's been around for quite a long time. I've been playing at this casino for more than a year..There's a good days and bad days...I haven't had much lucks here lately like I did in the past, but Roxy Palace is about the only Casino I play almost everyday with total TRUST, worry-free, that I'll be paid without going through any troubles, And I have won $4000.00 and $2000.00 in the past and got promptly paid. I recommend Roxy Palace to anyone who thinks online Casinos are Rip-offs compared to Land-Casinos.
I think Roxy Palace is one of the most honest and hassle free Casino that's been around for quite a long time. I've been playing at this casino for more than a year..There's a good days and bad days...I haven't had much lucks here lately like I did in the past, but Roxy Palace is about the only Casino I play almost everyday with total TRUST, worry-free, that I'll be paid without going through any troubles, And I have won $4000.00 and $2000.00 in the past and got promptly paid. I recommend Roxy Palace to anyone who thinks online Casinos are Rip-offs compared to Land-Casinos.
Date: 04/15/2006, Comment from retired
Like this casino and I feel comfortable playing there. However the bonus could be better. I like bigger bonuses that allow me to play longer.
Like this casino and I feel comfortable playing there. However the bonus could be better. I like bigger bonuses that allow me to play longer.
Date: 05/18/2005, Comment from Tom
Roxy Rocks! I have to admit that these guys know what they are doing and they are doing it right. The two times I had to contact their support they were nothing but friendly and helpful. Thanks.
Roxy Rocks! I have to admit that these guys know what they are doing and they are doing it right. The two times I had to contact their support they were nothing but friendly and helpful. Thanks.
Date: 04/10/2005, Comment from Claude H
I have hit this casino pretty good. I have to say these people are honest and the customer support is great. Yes I received my winning money. I would reccomend this casino to anyone
I have hit this casino pretty good. I have to say these people are honest and the customer support is great. Yes I received my winning money. I would reccomend this casino to anyone
Date: 02/04/2005, Comment from cooky
I just have to say how much I really love playing at Roxy!! I\\\'ve been treated very well there, I\\\'ve experienced great customer service, FAST PAYOUTS, etc......
I just have to say how much I really love playing at Roxy!! I\\\'ve been treated very well there, I\\\'ve experienced great customer service, FAST PAYOUTS, etc......
Reply from Roxy Palace Casino
Hi all,
Thank you very much for all the wonderful feedback. I will be sure to pass your comments on to our support staff. Should you ever have any requests in future please feel free to contact us. We are available 24/7 with toll-free numbers in 12 countries. Our email response time is generally speaking under 10 minutes too.
Once again thank you for your loyalty, it is greatly appreciated!
All the best,
Garth Wilby
Hi all,
Thank you very much for all the wonderful feedback. I will be sure to pass your comments on to our support staff. Should you ever have any requests in future please feel free to contact us. We are available 24/7 with toll-free numbers in 12 countries. Our email response time is generally speaking under 10 minutes too.
Once again thank you for your loyalty, it is greatly appreciated!
All the best,
Garth Wilby
Date: 02/04/2005, Comment from Daniel , contact
I went to Roxy to cash in my comp points got a whole $10.00 and I still can't believe it brought in a $620.00 cash out . I am speechless I can't wait till it is flushed from my account Roxy is one of the best casinos I have played at .
I went to Roxy to cash in my comp points got a whole $10.00 and I still can't believe it brought in a $620.00 cash out . I am speechless I can't wait till it is flushed from my account Roxy is one of the best casinos I have played at .
Date: 02/04/2005, Comment from pam
Excellent casino. Top notch customer service, super fast with payouts.
Excellent casino. Top notch customer service, super fast with payouts.
Date: 02/04/2005, Comment from supereileen
This casino has the best winning percentage for me. I cashed out 3200.00 just recently. They were very fast getting the money into my account. They have all the newest viper games.
This casino has the best winning percentage for me. I cashed out 3200.00 just recently. They were very fast getting the money into my account. They have all the newest viper games.
Date: 02/04/2005, Comment from jas2587
they have to be the bomb I love this site they have many ways you can win and they are very fast at responding to emails and with their payouts
they have to be the bomb I love this site they have many ways you can win and they are very fast at responding to emails and with their payouts
Date: 11/09/2004, Comment from Suzanne
I can't really put my finger on a specific reason,but I love this place! No hassles everyone is nice, games are loose,what else is there? Carry yourself on in you won't regret it!
I can't really put my finger on a specific reason,but I love this place! No hassles everyone is nice, games are loose,what else is there? Carry yourself on in you won't regret it!
Date: 05/04/2004, Comment from Samantha , contact
A simply marvelous place to play at. I love the support team.. and I mean all of them - so helpful and really funny at times.
A simply marvelous place to play at. I love the support team.. and I mean all of them - so helpful and really funny at times.
Date: 04/30/2004, Comment from Sam Neill
Very cool casino. I love microgaming as it is and this place is a true representation as to how a casino should be run.
Very cool casino. I love microgaming as it is and this place is a true representation as to how a casino should be run.
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