Tropica Casino void my winnings
I'm writing this to you after desperately seeking help on the internet.
I have won 400usd at Tropica Casino on 26/5/12 and withdraw it.
After waiting patiently, they sent me an email today and with their own reasons - they void my winnings.
They did not even clarify anything with me.
They did not reply my email since then.
It may be a small amount, however i felt i was robbed.
I'm from Singapore and i deposited with legitimate cash.
Here are the email they sent -
Dear Dennis Goh,
Regrettably your withdrawal has been denied and your winnings were void
because you are linked to duplicate accounts.
This goes in against the terms of the casino and therefore your
withdrawal has been denied and your winnings void.
As per the user agreement, only one account per casino per
household/computer/ip is allowed.
Your deposit has been funded back into your casino account and you can
log in to withdraw this.
You can still play at the casino for Real or Fun, however you will not
be able to claim a bonus at this time. Continuous play can result in a
further review of your account to switch your status back to eligible.
Tropica Customer Support
Pls help me, sir.
Their reply -
Dear Dennis Goh,
Following up on your email.
We noticed in the live chat log where you admitted in chat already to
violating the multiple accounts per household.
As per this, the issue is logged and finalized.
Our first email's instructions and decision are final.
If you have any further questions, please don't hesitate to contact us
Tropica Customer Service
My reply -
My Questions is this -
Why is it when we deposit, you did not highlight any of these multiple account issues?
Just because i won your casino's 400usd, all your T&Cs comes into use.
Shouldn't there be any fairness when you accept my deposit and void my winnings?
Or you think by returning my 25usd deposit is fair when you void my 400usd winnings?
Even when someone commits an crime, the judge will look into all details and consider and even give a chance for the accused to defend himself.
You did took my deposit initially and did not apply your T&C, yet you void my winnings with the same T&C.
I have enjoyed your casino and you returned me with disappointment and robbery.
I did not cheat, hack or abused any of your promotions / games / etc.
Awaiting for your reply.
You agreed to our terms and conditions when opening your casino account. You agreed that all winnings would be voided if you were found to have duplicate accounts.
You knowingly opened more than 1 account to benefit from our generous promotions. You say you did nothing wrong, but in fact, you were doubling your chances of winning.
We do have systems in place to deny bonuses if links are detected, however you changed your details enough to avoid automatic detection. We then reviewed your account when you made a withdrawal and found 3 linked accounts at Tropica and multiple linked accounts across the Rival network.
You also state that we did not clarify anything with you, however you have posted our mail below which most certainly clarifies our position and sanctioning of the decision.
We do not have any other communication from you, however we also do not see the need to continue debating the resolution taken by our Security team.
Anything to be added here?
Last chance before closing this complaint?
In that case, this complaint is solved!
Leave your comment about this complaint
- Table Games
- Video Poker
- Specialty Games
- Microgaming Games
- NetEnt Games
- Playtech Games
- RTG Casino Games