Roxy Palace Casino
Roxy Palace Casino Review
Roxy Palace Casino is another Microgaming Great which draws you in with the allure of all of the latest winners and ever increasing Jackpot tickers. It simply makes you want to step inside and give it a try, which of course is exactly what I did…
Like most casinos, Roxy Palace offers both the Instant Play Flash version which requires no download and installation, as well as a Download version of the casino. This time around, I opted for the download version and from there on it was pretty easy to get everything started.
Roxy Palace software
Once the Roxy Palace Casino software download was complete and all the software installed, I was presented with the option of registering either a guest or Real Player account. I opted for a guest account as it allows you to play the games (excluding Progressives) for free in order to get a feel for which ones you like and which you don’t. I quickly established that the wide variety of over 150 Games, included some of the best slots I’d seen in a while, which probably explains why Roxy Palace was voted “Best Slots Site 2005” by readers of one of the industries leading online gambling magazines. Also, according to the press release on the site, Roxy Palace Casino was recently home to one of the biggest online jackpot winners of any Microgaming casino at a whopping $1,427, 369 on the King Cashalot Progressive and I couldn’t wait to try my luck too, so I registered a Real Account and deposited $100 via Neteller and received my 15% Neteller bonus within 45 minutes of qualifying for these.
Promotions
Any information on promotional offers is current at the time of writing and may be out of date. More current bonus information can be found in the bonus area on this page.
At the time of this wrting, new Players at Roxy Palace Casino are offered match bonus on their first deposit. It´s a relatively low bonus offering when compared with some other casinos out there, but it is important to note that the terms and conditions are pretty straight forward as opposed to other establishments who have a great deal of hoops to jump through before you can actually get your bonus out. So, as with all casinos, associated promotional terms and conditions apply to these offers, so be sure to read all of them before accepting any offer as most if not all, carry wagering requirements that you will need to adhere to before you are able to cashout your bonus or any associated winnings. In this case, the match bonus terms and conditions state that your bonus will be credited within 45 minutes of qualifying for these and in order to qualify you will receive the bonus on the amount deposited once it has been wagered once in full.Please check the bonus section on this page for current bonus amounts!
Banking
While I made my deposit via Neteller, there are a variety of deposit methods at Roxy Palace Casino which you can elect to use, such as Credit Card, Neteller, Click2Pay, FirePay, eCheck, Moneybookers, UseMyBank, Payspark and Citadel. Of these options, Neteller, Click2Pay, FirePay and eCheck offer additional payment bonuses of 15% up to $50 on your first purchase.
Experience
After my initial “welcome”, I set off for the casino lobby and to be honest it’s difficult to know where to start – there is everything from all of your favorite table games such as Blackjack, Roulette, Baccarat and Craps to Progressive, Single and Multi-line, Reel and Video Slots as well as Video Poker. These include all of the old favorites like Thunderstruck, Big Kahuna and Tomb Raider as well as the newly popular Loaded, Cashanova and Madhatters and what’s more Roxy Palace adds 4 New Games to it’s portfolio on a monthly basis so it seems that one is spoiled for choice around here.
I had a short flutter on a couple of my favorite slots, Thunderstruck and Tomb Raider are classics, and then tried out some of the newer offerings which were not too bad either, the notable thing about these games is that in true Microgaming style, they are graphically superior and are equipped with themed sounds to enhance enjoyment. I moved across to the table games and tried my hand at Blackjack and Roulette, which are pretty much generic but still entertaining. And while the coin sizes on the games are not the largest I’ve come across, it makes for longer play time and more enjoyment but probably won’t appeal to the high roller in you.
I decided to mail Roxy Palace support regarding a couple of issues just to test their response times and level of service and this is the one thing that really stands out – their customer support is excellent! My mail was answered within 5 minutes and my “query” handled in a very professional, efficient and friendly manner. My call via their toll free support number was also handled by and obviously knowledgeable, well trained and polite customer service representative who actually had a sense of humor too! (Guess it’s just luck of the draw?). Customer support at Roxy Palace is available 24/7 telephonically via toll free numbers and through e-mail (they also have French and Italian software versions and the support to compliment this).
Upon cashout I was informed that it was the week-end and that my request would not be processed until Monday morning, which is quite a wait when you’re as impatient as I am but I guess I’ll just end up entertaining myself on King Cashalot instead…
A couple of days after playing at Roxy Palace, I received my first Roxy Palace promotional mailer (this is an opt-in, just in case you’re worried – you won’t be spammed), and it turns out that one is automatically entered into their players club, which means that every time you play, you earn points which can be redeemed for casino cash. In addition to this, there are a variety of ongoing promotions such as a monthly $40,000 Bonus Slots Magic competition, Additional player’s club points on certain games during promotional periods as well as the Roxy Poker Challenge with some great prizes if you’re into that type of things.
And I later found out that Roxy Palace continuously rewards loyal players with surprise bonuses on a regular basis, which is always a good thing!
So, all in all, I can honestly say that Roxy Palace is a great all round casino and I’m sure you’ll enjoy your player experience with them as much as I did.
Roxy Palace Casino Player Comments
I used to be a roxy palace biggest member spending over 7k a week for 2years i withdrawed from them over 100 times between 10k and 55k but one day i won big $446,136,00 and they refuse to pay me locked my account and that was the end of it neva seen that amount again and not even the support team would reply bak 2months later my lawyer got in contact with them they called me and told me because my account has been locked for 2months they cant do nothing about it but they can pay me 5k max at the end i agree but wen the cash came through it was only $1000 i laughed.. i cried and went on with my life …
I tried to withdraw and they reversed the amountbinto my account and there seems there is no way to reach them
How did you get on with your withdrawal in the end?
Excellent online casino very helpful staff available 24/7 by email it seems.
Any questions I had they where quick to help me with clear and polite answers, as for anyone upset about the whole bonus thing it clearly states it all in the terms and conditions!
Having a break from gambling but if I ever want to return this will be the site i come back to. Thanks
I made a deposit after opening an account a long time ago and noticed that the email I was using for the account was one that no longer worked so I updated my email address. The result was that I was locked out of my account. I tried several times with support to solve the problem and they “couldn’t” do it so they had to pass it along. I contacted them a day or so later and they asked me to be patient. I contacted them a week later and they haven’t responded in a couple days. My assumption is that they have simply taken my money and saved themselves the trouble of having to come up with an excuse to not pay me later. Good luck trying to get your dough out of this place.
Huge variety of games, great & fast software.
Very friendly, professional customer service.
Withdrawals takes a while, but they always reach
your account without problems.
ps. Wagering requirements are little high, but no
wonder as games payouts to player are very high.
Which withdrawal process did you use, I am trying to get paid out with no success. I scanned them my passport, driver license, ulitiltly bill, and they keep making excuses that it was not readable, they said I have to pay back my visa for the deposit. No sure what to make out of the situation and it is a lot of money they owe me.
They tied your money down with a sly deposit bonus you didnt ask nor sign up for, opt-into or request. If you desposit £200 you have to bet 50 times that…..thats £10,000 before you can take out any money. Yes, basically your money is gone the minute you join these scammers. Not many games count towards the bonus clearing, so your wasting your time. The games constantly cut out. So much so, that my aim was amazingly to get rid of my balance so I could get rid of this disgusting site.
Played last week at roxy palace, deposited £10 and got a bonus. I know wagering requirements are usually high on the bonuses but only depositing £10 I wasn’t expecting to win. Had a couple of nice wins and got up to £500. Went to withdraw and I hadn’t wagered enough so I continued to wager and eventually got up to £700. When I tried to withdraw I had wagered enough and the next day received a withdrawal confirmation at this point I believed I had met the wagering requirements and money would be on its way! Stupidly I went and booked a holiday paying with my wages that I had just been paid. Three days later I receive an email saying that as i had wagered more than 25%of the bonus on one spin my win was void and the money had been wiped out. I have contacted them on several occasions now and the replies are absolutely appalling completely disregarding what I am saying and no help whatsoever. There are well over 100 terms and conditions for this site and as a player I genuinely find them confusing and not very clear. I have contacted watchdog, the gambling commission and The Sun newspaper who are currently very interested in running a piece about the casino and their unscrupulous terms and conditions. Currently I’m £700 down and don’t know how I’m going to pay my bills this month as well as having a holiday that I can now not afford. This site will end up putting me into debt and the customer service I have received is disgraceful, play here at your peril!
Here is my experience of Roxy Palace Casino.
I signed up with them after doing my research and reading several good reviews. The main reason was their number and variety of slots. I deposited £100 and received the 100% welcome bonus plus 100 free spins on Jurassic Park.
I played a large number of slots via their website, I didn’t download their application. I was getting numerous ‘error code 0’ messages whilst playing however, I persevered as I was doing reasonably well. I contacted ‘live’ help to report these messages, I was told that the reason for the errors was that I was logged in via multiple browsers, which I wasn’t!! They couldn’t resolve the issue, so they recommended I download their software for a ‘more pleasurable playing experience’.
After a few sessions and playing through their bonus wagering requirements, I had built my bankroll up to £1,300. I looked at their withdrawal tab, which showed that £1,300 was available to cash out. I decided to withdraw £800 and leave £500 to play with. Everything appeared to go through fine and I received an email to tell me that my request was being processed and I should receive a follow-up email within 2 days to confirm payment. Sure enough, I received an email. Here is an excerpt from the message:
First of all we congratulate you on your winnings with us! When playing with the sign up bonus certain conditions apply.
If you have a look at point 13 on http://www.roxypalace.com/terms-and-conditions.aspx, you will see that a limit is imposed to any withdrawal request. This means that your payout will be £600.
Basically, point 13 states that you can only withdraw up to 6 times your initial deposit and the remainder may be forfeited. Furthermore, it states that this is at the discretion of the Roxy Palace management. Therefore, they may have waived this point, but in reality they said that never happens.
Obviously, I was annoyed about this as I hadn’t read all the small print of the T’s & C’s but more importantly, there was no warning message at the time of my withdrawal.
Anyway, I checked my account and found out they had also removed my remaining balance of £500. I phoned Customer Support and discussed it with them. They phoned me back the next day to inform me that following internal discussions, my remaining balance had been reinstated.
I continued to play with the balance and after a few sessions built it up to £2,000. I was looking to cash out some of this so I went to the withdrawal tab which confirmed that I had £2,000 to cash out. I decided to contact ‘live help’ to confirm there would be no issues with this. They explained that I wouldn’t be able to cash out any money and that basically I had to lose it. I could then make a further deposit and start from scratch. Here is an excerpt from the email confirmation that I received:
With regards to your winnings, as per our terms and conditions, this amount was won using your initial deposit and bonus. The remaining balance in your account you may use at the Casino but you will not be able to withdraw these funds.
I would suggest playing these funds and only after that to make a deposit. That way, whatever amount is in your account may be withdrawn.
I have now blown off all the money and advised Customer Support to close my account with immediate effect.
The bottom line here is read all the small print in the T’s & C’s. Btw, I have never had these issues with any other online casino.
Problem was fixed and money refunded back to casino account instead of my bank. Then I spent it lol. Have still been playing this casino for 2 months after I posted below comment with no withdrawal issues. The post below was posted 2 months ago but this site only recently uploaded it.
Please disregard my review below. How wrong I was. After finally getting some wins I have had nothing but trouble and inadequate service from the poorly trained casino employees. I am currently waiting 12 days for a mere $150 to be paid into my bank account only to be told via email today that the money was put back into my casino account and was played. I had requested the money be reversed back into my casino account(because it had been 6 days and the money hadn't even been processed back to my bank account) via a phone call but the inadequate employee somehow "lost" the money in the casino system and told me it would hit my account in around 15mins. I waited 4 hours before again calling the help desk to ask what was happening. I was told there was a problem and it would be referred to there IT people and they could not give me an accurate time as to when it would be processed, "could be days" they said. I told them to put the money into my bank instead. 3 days later and no money in my account so I emailed support. 2 days later they have the hide to tell me that the money was put back into my casino account and was played off. This is just 1 problem. I was told I had free spins in my account, they would not show and was told it was my settings, I spent half a day changing my PC settings and removing and reinstalling casino software only to be told after another call to support that it was a problem on their end. I am currently unable to contact anyone by phone(surprisingly) and live help seem to work when you need to make a deposit, not withdrawal. I would strongly recommend to anyone considering to play Roxy to look elsewhere, no casino could surely be as bad as this. Stealing money in my opinion either by ignorance or on purpose. Will keep you updated.
In a 24 hour period I have bet 2200 pounds in these slots and cashed nothing I would like to know how this can be deemed gambling as it seems like just giving money away
I have found Roxy to be a very enjoyable casino. I've had the pleasure of some decent wins and also the usual bad days. If ever I have a problem I use the "live chat" feature in the bank room and always get a representative straight away to answer my questions and not to mention offer the occasional bonus. The games are fun and graphics full screen unlike some. At first I doubted online casinos but I do trust the people at Roxy and the casino itself. I look forward to getting home and playing those slots :)
I had a call from my bank telling me that this site has taken money from my account even though I have not been on for ages . I emailed asking why they say I didn't do any transaction on the date I have asked about . And given me 3 other dates I was. I have not had any game play and neither have I deposited any money the fraud team are looking into this.
I was very positive on Roxy earlier, it was a client friendly website until I wanted to withdraw my money.
I made a €190 win this week. However, when after I requested withdrawal suddenly my Roxy Palace account is untraceable. My money never showed up at my Neteller account, and my account is nowhere to be found either. Roxy is a scam, and be aware of that.
checking again with my friend
4 days pending now (reversable)
thats magic
48 pending it is said……..
i am curious to see when it will go in processing status
because processing status take certainly same time
and if they not find any terms or conditions to not pay maybe he can expect to have the winnings (52€) in 2 weeks.
for my part i will never make any deposit on so a lier thieve casino
1) not pay winnings for many player
2) unreasonable pending time. and they lie with 48 hours pending.
3)some terms and conditions are completly abusive
i am curious to see how many time they can make this politic before most playersd stop to play on roxy palace
48h pending on roxy palace
prompt payouts……
really a friend of me waiting now near 72hours and status pending (means reversible)
maybe now with week end he will have 5 days pending before begin of processing
thats the biggest joke i have ever seen
i have been playing on here few weeks. and i have realised that every time i deposit it has taken the money straight out of my account instantly and then also taken out again a few days later. so it is paying twice. tried to resolve this and they will only investigate once i have sent proper bank statements that i have been sent by the bank. while in the meantime they are daily taking more money out of my account. just get blunt textbook answers in my emails when i asked if they can make sure no more money is taken out in the meantime
Worst experience ever… I joined this casino a few weeks back after seeing the bonus scheme I was impressed once I had made a deposit of the minimum of £20 which gave me account of £40 new to the site I headed to the roulette tables after making some profit later I found out that you have to wager 30 times your deposit so £600 to make a withdrawal I thought fair enough then told roulette counts for 0% of wager and slots 100%. Luckily I managed to wager over £700 on slots finally once allowed to make a withdrawal I made one for £180 a week and a half later I received an e-mail saying After a full review that was done on the account and after this review your account had been locked as if was found that you had not been playing in the spirit of the Casino due to abuse of the bonuses given. And that your withdrawal has been avoided and that your initial deposit refunded. After e-mailing them back I received an epic reply “Disclosure of any further information in this regard may leave the casino open to riskâ€. It was a real sham I was gutted and have lost confidence in their site. SO I lost my winnings from gambling after winning how ironic but mainly shameful im guessing the house does always win.
I joined Roxy Casino last night and intitially tried to deposit £500. This came up declined and could not understand why. I then tried again, came up declined again. I knew that I had enough money in the bank but decided to try a lesser amount of £400 which was then accepted. I was quite happy.
When I went to play, I realised my credit was £1160!! I had a few shots and then I realised they had given me a bonus. I am aware of the huge wagering requirements for bonuses so almost immediately asked for it to be removed. They refused and said I had to wager all of my required amount. I was really upset by this as I am not a gambler and did not know what to do.
I then emailed again about half an hour later and another customer service assistant said it was too late they could not remove it. I was angry by this point and asked to speak to a manager. No manager was available until the next day. This customer service assistant even told me via chat "don't worry, im sure you'll reach your wagering requirement soon, especially on the slots!"
Now, if a customer makes it clear to you they don't want the bonus, they feel they have gambled enough and want to make a withdrawal then the last thing they should be doing is encouraging you to gamble more!!! Particularly on a game that you had not been playing!!! I feel duped.
Anyway, so it went on and on with the chat that I needed to wait till next day to speak with someone senior. I really panicked about this and thought oh no, I really want my money out. I didn;t plan on gambling £23000 as they said the wagering requirement was. No chance, I only wanted to deposit £400!!!
Anyway, I ended up trying to (as advised) play the wagering and lost every penny of my money!! I am not happy. The advisors ( yes more than one) should have told me not to play or put a block on my account until the managers could speak to me.
I had requested a bonus removal and withdrawal after a few spins. They refused. Absolute robbers. The manager said the bonus could have been removed if credit had sill been on my account. Why could this not have been done when I asked ?? Incompetent staff who make the rules up as they go along. In addition, someone senior should be available to make these decisions at all times. Keep away.!!!
Sadly I'm not impressed. I was to begin with but having recommended the site to my partner she played for a while and then had her account 'suspended' since it was apparently linked to the one I'd created. She was asked to pass on some form of ID (which she did) but they then demanded that we both scan and E-Mail copies of our passports (I think not!!) – they won't give out their physical address (their registered address is some villa in Malta) so we can post these documents to them and won't return my partner's money even though she's already given them ID vertification. I would earnestly advise everyone to avoid these guys if I were you.