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We would need something like a utility biil or bank statement which needs to be dated within the last 3 months Sally: Once received we advise to allow up to 24 hours for our security team to review documents. Overall great experience thanks. Thanks for the hassle! They just took it! Sally: I have not received this john: seriously File attachment upload has started. They are new kids on the block but they have got so many things wrong. Of course I can reserve the withdrawal if I want to play again. I thought since I am verified and they reversed the first deposit they would just cash out the remaining balance, but I had to go though the withdrawal option again, still waiting for the first withdrawal of bucks still! This resulted in me losing my winnings and completely ruining my experience with this casino. I expect better from the UK!! After the payment teams says "go ahead and make another withdrawal" in the system, I go into the system again to withdraw the bucks remaining in the account, and now 48 hour hold is on again. Your initial deposit is added to the free bonus if you want it or not and youre 35 X wagering reqirement for cashout also applies to your deposit. If I hear from them tomorrow I will update. I finally received my from Instadebit from Roxy Palace, although I won't see it in my bank account for another days, I am finally glad this is done and over with. After days of contacting Customer service and requesting to check my gameplay with their software provider, they have finally refunded me for my bets. Wagering requirements are shocking ,Totally unrealistic and unfair! It seems to go in circles around this site if you want to cash out. I won pounds on this site,quick enough to take your money but won't pay out! Chat Mute sound. So here goes another week of trying to get my thousand dollars back, then I foolishly gamble bucks slowly during this time. Almost likely to send any excuse not to pay me, taking advantage of the fact I can reverse the winnings. The file bank statement pt2 3. After 2 weeks Fantastic casino fair gaming in my opinion and most of all first class customer service. I for one will never use their site or company again and i urge people to use the sites that pay out as soon as you request like skybet or bet I have nothing to do or Im not associated with any other these other companies but it has to be a air playing filed for both Company and Customer. Is there anything else i can help you with? Its about time these companies were hauled over the coals for their crap business practices all in their favour. This does not work for table games as I will have to lose everything online to play long enough to cashout! Well funny thing about continuously playing baccarat is in the end you always lose. This then ties you into wagering requirements of 20 times your bonus and deposit. Please request an email from the bank confirming your address john: sally no ive had enough all i want is my money refunded end of story john: all that for this a bit of a joke i'd say sally Sally: I am sorry for the inconvenience john: dont be all i want is a refund Sally: We will need you to provide some sort of proof of address please john: ive given you my license all the proof you need Sally: The proof of address needs to be dated within the last 3 months john: well then we are at an impass how do we resolve this Sally: If you have online banking you can request statement in PDF file which will confirm your name and address john: yeah sally another couple of days no doubt Sally: I am very sorry this would be the only way to resolve this john: sally i was looking there another 5 days would you wait? After registering, they double your first deposit with a bonus to the same amount. Biggest scam going!!! It's a great shame these companies hold on to your money so it can gain a few more days in their banks so they can earn this tiny little bit extra on their interest. Which was not solved due to lack of proof. Roxy palace will not remove the bonus so you can withdraw any winnings. They do this automatically without your consent. Trying to reconnect Disconnection in seconds. Sally: You would still need to verify in order to request to withdraw. Closed my account but it wasn't closed so ended losing more on their slow servers and delayed video feeds. And would not recommend. Next Update Friday, and I will let you know if I ever receive the money! I am a verified member and they have all the documents they need for paying out. Never had any issues with roxy, fast payouts, fun slots and you can win there every now and then. And congratulated me on my win which they didn't have to do so I appreciated that As for anyone upset about the whole bonus thing it clearly states it in the terms and conditions. This is not the site for making withdrawal, I wish they were more careful taking the money, but they are not! This site is the biggest joke iv'e ever came across iv'e got jobs without less documentation. If you ever want to cash out from this place you might have to go visit them in Malta or where ever they are from. Why can I not choose to ignore the bonus at Roxy? Never ever won lost every time. I will give credit when its due. Nicer staff more fairness all round no wagering on any regular bonuses! The customer Help Chat ,you could tell the operator Marie was reading off a script with the answers she gave. This is the last thing we need I know my colleague Holly already advised that the Drivers licence was not sufficient as proof of address. Sally: I am sorry to hear you feel this way John. Sally: i apologise if you were unaware of this john: will my money be donated to charity? Still waiting for my bucks from the site, if I get it I will update you, but this seems awfuly strange to waiting this long, when they take your payment right away from your card. Roxy Palace, I deposited 50 and received a bonus, and I played all night long, 3 days straight on and off. We all know that these sites promote bonuses, and if you accept then you can't withdraw winnings until you've gambled a certain amount.{/INSERTKEYS}{/PARAGRAPH} File attachment upload has started. {PARAGRAPH}{INSERTKEYS}Been a member here years. Utter lies they are just stealing from me quite obviously. The customer service during these stressful times was excellent, very polite and professional. Just recently signed up to Roxy Palace, at first it was great! Sally: No sorry the funds would remain on the account. You have to get out when your up and doing really well. I then went though another week of sending instadebit info, and having to update my address with instadebit as well. This is not the worst casino out there. Absolutely terrible site with terrible customer servicecand glitching games. Such a terrible casino. I thought the cash would be in the credit card, then they say I need to send Instadebit info, as credit cards can't be used. After 2 weeks of sending doc's back and forth, they say I am now verified. Very fair up to date place. I won money on the 18th April its now the 22nd April and they are using the Easter holiday weekend for not processing my withdrawal as an excuse for it taking so long. Sally: Sorry i just checked and I cannot see that you have provided proof of address. Hopefully I can get my bucks within the next 2 weeks, and I am not going to gamble on the site until I get my cash back at least. If you only have online statements then you are welcome to take a screenshot john: i just sent them Sally: What did you send? Sally: Okay I am very sorry John I understand that this has not been simple for you however we have rules and regulations in place that we must adhere to. I am still in reverse holdings on only bucks, I can't believe that they can't cash out bucks, is this place broke or what? But Roxy Palace will never be one of the greats. So I should have receive a refund, This happened times each time I complain about the issue it would take a day to resolve I managed to receive 2 refunds however I know for a fact that I still have funds missing. I want to deposit and play but by adding the bonus to my pot I have to play for ever to withdraw! This is very bad business practice and will destroy their reputation. This effectively means that you have to spend weeks if not months to get your deposit back no matter how much it is. What they are doing is illeagal and I will be taking this further. But at least it is done! They where quick to answer my emails clearly and politely even when I sent them in the middle of the night they still responded. Not sure how withdrawals are not quicker, they could use some fresh cash out rules, not sure if I will ever gamble again there as well! I have played and wagered the required amount, I wanted to cash out dollars, I get emails that I have to send DOC'S, I send all required information, and I get all kind of delayed responses, Like the license was not clear, please re-send. Connection resumed. Stay away at all costs!! I will never be back. It is always bonus cashout and withdrawal problems that tie people up in knots!! Consequently you only notice when trying to work out why you cannot withdraw. Sally: You sent front and back of the card and your drivers licence on the chat Sally: The bank statement does not confirm an address.