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Support and Banking

The Roxy Palace customer support network is second to none, with inquisitive players having access to a live chat feature, as well as a 24/7 toll free phone number and a fast-response email service. The live help feature is particularly useful, with players able to converse with Roxy Palace customer service agents in a number of languages throughout the day. Players depositing and withdrawing funds at Roxy Palace can utilize the services of multiple payment methods including debit/credit cards, e-Wallets, bank transfers, as well as some more unique options like Paysafecard.


eCOGRA stands for eCommerce Online Gaming Regulation and Assurance and they are a London-based internationally approved testing agency, as well as a player protection and standards organisation. They regularly perform onsite and remote reviews which ensure online operators are complying with each jurisdiction’s respective regulatory requirements. The management team and test engineers at eCOGRA are all highly trained and specialised in the field of online gaming as well as other leading-edge systems and technologies. Commitment to customer satisfaction and support There has been a widespread in the regulation of online gambling in various jurisdictions and eCOGRA’s focus has moved from pure self-regulation enabling player protection to the provision of regulatory compliance services in regulated markets. As we mentioned earlier, eCOGRA reviews both Random Number Generators (RNG) and Return to Player (RTP) evaluations. RNG reviews are usually conducted biannually and include all casino games. Online operators that comply with eCOGRA’s Generally Accepted Practice (eGAP) are awarded with an eCOGRA’s Safe and Fair Seal. These requirements, as we mentioned, cover player protection fair gaming and proves responsible operator behaviour, as well as monetary deposits being safe. Accredited casinos are entitled to bear the eCOGRA seal and this indicates to players that operational systems and games are fair and continuously monitored to consistently high standards. If the online operator you are playing at has been awarded this seal, it will be evident by the eCOGRA Safe & Fair Seal, which is usually displayed at the bottom of the casino website. As well as being an approved testing agency, eCOGRA also acts as a third-party watchdog organization, as they offer an Alternative Dispute Resolution (ADR) Service. This is an impartial adjudication service which is for disputes that may arise between registered online operators and their players. Players that have had a grievance with an eCOGRA-approved site can use their dispute service provided that certain measures are followed. Players that have opened multiple accounts at the casino will not be offered assistance by the eCOGRA disputes service. Once you open a dispute with eCOGRA, they ask that players do not place posts regarding the complaint on any forums, nor should you seek assistance from another third-party service. eCOGRA will do their best to resolve your dispute by acting as a mediator with the casino in question.