OVERALL VERDICT
5.86/10

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OVERALL VERDICT

5.86/10

PAYOUT SPEED

8/10

Customer Service

10/10

Bonuses

4/10

Software

9/10

Licensing

10/10

WEBSITE

OWNERSHIP

32Red plc

AFFILIATE PROGRAM

Roxy Palace Affiliate

This casino is not recommended!

This operator is NOT recommended by ThePOGG.com. This could be due to a variety of negative behaviours, from refusing to discuss complaints to suspect gambling software or predatory terms and conditions. We would encourage players to consider alternative operators to play with.

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Party Casino (United States)

– Fast response to email support request.

– Operator subject to strong regulatory requirement.

–

– Non-cooperative with the management of player complaints.

– Withdrawals take over 24 hours.

– Low value registration incentives.

Roxy Palace Casino Review

Name: Roxy Palace Casino Review
Item: Roxy Palace
Rating: 5.86
Author: ThePOGG

Review last updated - January 2019

OVERVIEW | 5.86/10

The namesake of the Roxy group, Roxy Palace has a long and positive reputation and are now owned by the 32Red group.

TRUSTWORTHINESS | 2/10

As of early 2019 the Kindred group has decided they will no longer address complaints submitted to this service. This decision appears to have followed on directly from a responsible gambling complaint against 32Red managed by this service, wherein the complainant both repeatedly asked for support staff to excluded them and expressed suicidal feelings due to their losses without the operator taking appropriate actions to ensure the player could not access their gambling services. The operator were not inclined to refund losses to the player until such point as we suggested taking guidance from the UKGC on this matter, at which point they adopted a more appropriate position. Following this issue, the next complaints submitted to ThePOGG.com against Kindred group properties have received the response that Kindred are not prepared to work with ThePOGG.com's ADR services.

For references see Unibet Group Player Issues

BONUSES | 4 / 10

100% up to £150
Max Bonus	150
Min Deposit	10
Max Bet	25%xb
Type	Cashable
Wagering	25x(d+b)

Deposit Method Restrictions:
Only available when depositing via Debit Card, Credit Card or PayPal

Country/Regional Restrictions:

Full Roxy Palace bonus review

Terms and Conditions

The Roxy Palace Welcome bonus currently consists of a bonus of 100% up to £150.

The minimum deposit that will trigger the bonus is £10.

This bonus has a wagering requirement of 25x(deposit+bonus) for the deposit bonus.

The bonus uses a standard structure where the full balance is locked from the moment of deposit until the wagering requirement has been completed.

The maximum allowed bet is 25% of bonus on any single round of play.

There is no maximum win on the deposit bonus.

The bonus is cashable.

Only players depositing via the following payment methods are eligible to receive this bonus - Debit Card, Credit Card or PayPal

Bonus and associated winnings expire after 7 days if wagering requirements are not completed.

Game Weightings:

Slots (except those listed below) and Keno 100%

All Table Pokers, all roulettes, all video/ power pokers(except All Aces and Jacks OR Better), all blackjacks (except Classic Blackjack and Casino War) 10%

Classic Blackjack, Casino War, All Aces Video/ Power Pokers, Jacks Or Better Video/ Poker Pokers, all baccarat, all craps, red dog, sic bo, Max Damage, the Alien Attack and all Retro Reels slots 0%

Available to newly registered players only.

Every effort is made to ensure these terms are accurate and up-to-date, however we accept no responsibility for inaccuracies or errors. It is your responsibility to ensure that you confirm the terms of any promotion you accept with the operators website before you play.

BONUS: 100% up to £150

T&CS APPLY

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Value to Player for:

$6.63

Bonus Value

low roller

mid

mid roller

mid

high roller

high

superhigh roller

high

Payout Speed: 72h | 8 / 10

The 32Red group pay most withdrawals within 24 hours, however they do not make payments over the weekend. This can delay payments up to 5 days.

Minimum withdrawal – $20.

Maximum withdrawal – If you have won more than 5x the total amount you have deposited to your account over the lifetime of your account you will only be allowed to withdraw £4000/week.

Banking options available - Credit/Debit cards, Neteller, Skrill (Moneybookers), Bank Transfer, Instadebit, EntroPay, Click2Pay, ClickAndBuy, EZIPay, InstantDebit, EcoCard, UseMyWallet

We recommend using Neteller for speed, convenience and security. To sign-up to Neteller click here.

Click here to join neteller

Software | 9 / 10

Roxy Palace casino use Microgaming software for both their download and instant play casinos. Check out our Microgaming Software Review.

Game selections are as follows;

Download	Instant
Table Games – 76	Table Games – 54
Slots – 375	Slots – 248
Video Poker – 58	Video Poker – 23
Jackpot – 25	Jackpot – 17

Customer Service | 10 / 10

Email Testing Record

November 2018 - 2 minutes
February 2017 - 1 hour 21 minutes
June 2015 - 10 hours 19 minutes
November 2014 - 8 hours 3 minutes
June 2014 - 21 minutes
December 2013 - 1 hour 10 minutes
June 2013 - No Response
April 2013 - 1st email - 12 minutes

Licensing | 10 / 10

RoxyPalace hold the following gambling licenses :

United Kingdom Gambling Commission - The UKGC are widely considered to be the most reputable regulators involved in the online gambling market. They do not manage complaints for players directly, instead requiring their operators to appoint a UKGC accredited Alternative Dispute Resolution service. As such the value of this license for players depends largely on the professionalism of the ADR service utilised. RoxyPalace currently use IBAS and eCOGRA. You can find further information regarding this regulator's complaint policies here.
Malta Gaming Authority - In our experience the MGA is the best regulatory authority in terms of the management of player complaints. Their complaints team is open and cooperative in the discussion of player issues and we've managed to resolve a number of credible player issues working with the MGA. You can find further information regarding this regulator's complaint policies. You can find further information regarding this regulator's complaint policies here.

Restricted Countries

Players from United States NOT accepted.

Roxy Palace does not accept players from the following countries: Australia, South Africa, United States, United States Minor Outlying Islands, Virgin Islands, U.S..

Contact

Contact Information;

Phone :	United Kingdom 0800-731-4292
	Netherlands 0800 022 4147
	Denmark - 808 88386
	Finland - 358-9424-19276
	Sweden - 020-795-677
	Norway - 808-886-37
	Canada - 1-866-509-1827
	Australia - 1-800-150-804
	Japan - 0044-22-27-2102
	Hong Kong - 800-90-1710
	Korea - 800-90-1710
	International - 1-770-261-0098

Slots RTP

Roxy Palace casino do not publish the house edge (RTP) information for any of their slots games.

Comp Points

Roxy Palace do offer a comp point program but do not list on their site the accrual or conversion rates for comp points.

Closing Thoughts

The management of the last complaint we actually managed to review against the Kindred operated properties was in our opinion highly questionable. It was a clear cut case and the appropriate action should have been taken without any need for us to apply pressure. That the response to this issue appear to have been to shut down any further dialogue on future complaint issues only exacerbates our concerns.

Associated By Company

The below operators are run by the same company as this operator. This means that, for well regulated operators, self-exclusions or bonus bans may carry over to these properties. For poorly licensed, or unlicensed operators, it is good to know which other sites are being run by the same company, so you can avoid companies that have mistreated you in the past.

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Other Associations

We believe the below operators to be associated with this operator in some fashion that is not immediately transparent. More information about these connections is usually available in the Trustworthiness section of the review.