Tropicana Gold Casino - Slow response time/ withdrawal issue

RESOLVED
dutchie Netherlands
posted on July 16, 2014.

3th July: Signing up @ Tropicana Gold Casino (TGC) with €215 no deposit bonus (NDB) offer.
Met the wagering requirements (WR) (80xNDB) [75x+5x Dutch players].
Nevertheless failed to withdraw the max. cashout for this NDB = €150.
Balance €4.011,50

4th July: Signed in TGC to try to withdraw the €150 again, failed to do so again.
Noticed a unrequested NDB €25 added to my account.
Nevertheless also met WR (80x) for this NDB and tried again to withdraw the €150.
Failed again, had a chat, requested to withdraw and no more NDB due to new WR.
Advised to send an email to [email protected], which I did the same day incl. scans of passport, bill housing cooperative (rent July), screendumps NDB-offer, account history TGC, personal details Neteller (NT). Balance €3.416,50.

7th July: Sent a reminder to TGC, since I didn’t received an answer to my mail d.d. 4th July.

10th July: Received reply from TGC: TGC requesting another proof of adress and signed authorization form (AF).
Mailed to TGC a scan of bill water company and replied that I won’t use any cards depositing/ withdrawing, instead I’ll use my Neteller-account.

14th July: TGC replied: bill water company received and requesting AF with Neteller-details.
Mailed TGC signed AF as well as previously sent screendump details NT-account.
Also requested to add NT as a withdrawal method in the cashier or that TGC just withdraws the €150 to my NT-account.

17th July: Haven’t received any response yet. We’re 14 days further;
Still waiting for the withdrawal of winnings of the NDB-offer: max cashout: €150.

I noticed that the response time of TGC ‘webcare’ is a lot faster.
TGC’s ‘email’ response time is 5-8 days!

Askgamblers/ TGC webcare, please help. Thank you.

Account ID: TGC2612369
Ticket: #2809771

posted on July 17, 2014.

Dear dutchie,

We will coordinate with our Finance Team regarding your cashout request. Rest assured that all valid cashout will be honored.

dutchie Netherlands
posted on July 17, 2014.

Dear Tropicana Gold Casino,

Thank you for your reply.
Looking forward to receive my winnings.
Thank you.

dutchie Netherlands
posted on July 18, 2014.

Dear Tropicana Gold Casino,

Received a reply this morning from your Finance Department stating that my signature and date signed were missing on the Authorization Form. I replied that my signature and date signed (14/7/14) are on the Form clearly. They are just below the last box on the form. I'm sorry, but really don't understand that someone can't see this...

posted on July 18, 2014.

Hi Dutchie,

It seems that you are signing for the Netller account and not for the authorization form. Kindly resend and sign on the proper signature and date allotment.

dutchie Netherlands
posted on July 18, 2014.

Hi Tropicana Gold Casino,

Just sent your Finance Department the authorization form from 14th July and signed it again at the proper place and with todays date (18th July).

posted on July 18, 2014.

As per our Finance Team,To complete the payout process, our customer service representative will contact you to verify your casino account.
Please advise convenient time to call or your may visit
"support chat" to inform them your availability for phone
verification.

dutchie Netherlands
posted on July 18, 2014.

Just received an email: to complete the payout a phone verification is requested.
I just had phone verification and verification of personal details by chat.
After a new bonus was removed, because I just want to withdraw, I visited the cashier.
In the cashier I can still see that I can withdraw €150 (the max. cashout of the NDB), however I only see Ecopays as withdrawal method.
Your Finance Department wrote me an email this morning that they made a notification that I request to receive the funds into my Neteller-account. So I assume that now phone verification has succeeded, your Finance Team will transfer the €150 to my Neteller-account.

dutchie Netherlands
posted on July 18, 2014.

By the way, Tropicana Gold Casino webcare & Askgamblers, I'm very happy with the fast responses:)!
Thank you.

dutchie Netherlands
posted on July 19, 2014.

This morning I wrote an email to your Finance Team: yesterday I had a phone verification and also a chat, in which confirmation of my personal details took place. So the payout process can be completed.
When can I expect to receive the €150 into my Neteller-account?

posted on July 21, 2014.

We'll coordinate with our Finance Team regarding status of your withdrawal.

dutchie Netherlands
posted on July 21, 2014.

Can you be more specific?
A timeframe would be nice:)

dutchie Netherlands
posted on July 22, 2014.

Update
Today TGC and I had some mailcorrespondence.
"We've requested payout in your behalf and temporarily chosen "CourierChk" as the payment method.
Would you kindly provide your Neteller account number ?"

I have again provided my Neteller account number and am looking forward to receive the €150 in my e-wallet quite soon, before the weekend, I really do hope:).

posted on July 23, 2014.

Rest assured that we will coordinate with our Finance Team re status of your cashout

dutchie Netherlands
posted on July 23, 2014.

Ok, thank you. Looking forward to receive the funds in my Neteller account.

dutchie Netherlands
posted on July 26, 2014.

TGC - Finance Team requested the payout in my behalf July 22th and temporarily chosen "CourierChk" as the payment method, until I provided my Neteller accountnumber (see postings July 22th).

Upon request, I again sent TGC my Neteller accountnumber on July 22th again, which TGC already has since July 3th (printscreen personal details Neteller account).

The status of the payout is still pending with "CourierChk" as withdrawal method instead of Neteller???
(see printscreen in the attachment).

posted on July 28, 2014.

Your concern was acknowledged. Rest assured that all approved cashouts are honoured at our casinos.
Best thing that we could do right now is to coordinate with our payment provider. Feedback will be coursed through the soonest by our finance team.

dutchie Netherlands
posted on July 28, 2014.

Received an email from the Finance Team today:
Good day! We are pleased to inform you that your payout request has been approved and it will be submitted for payment. Transaction ID will be emailed to you as soon as available.
Hopefully the €150 will hit my Neteller account (see correspondence before and the screenshot I've just taken).....

dutchie Netherlands
posted on July 30, 2014.

Today I received €118,81 on my Neteller account. Unfortunetaly I requested a withdrawal for €150,00 as stated in all my posts. It seems like TGC has deducted the withdrawal fee for CHECK by COURIER??? (see printscreen former post)

Please verify and also send the €31,19 to my Neteller account. Thank you.

posted on July 31, 2014.

Processing fee applies for withdrawal requests as we use
third party payment providers. I hope this clarifies.

dutchie Netherlands
posted on July 31, 2014.

So actually TGC is applying more €30 fee on a €150 withdrawal, i.e. almost 21% processing fee for a simple Neteller withdrawal, where this is free of charge at other sites?

posted on August 2, 2014.

You can also check our Terms and conditions for processing fee on cashouts. Section 9 Payut procedure http:/­/tr­opi­can­ago­ldc­asi­no.c­om­/te­rms­and­con­dit­ion.php

dutchie Netherlands
posted on August 3, 2014.

Thank you for your response.
I’ve read TGC’s T&C’s version 1 last updated 12 October 2011 carefully before playing and now also version 1 updated 29 July 2014 (btw interesting update of T&C with same version no. almost 3 years later).

Concerning withdrawal processing fees the T&C’s haven’t changed yet. Both states “A service fee ranges between $0 to $50 per withdrawal transaction depending on (i) payment method (ii) withdrawal amount. These service fees include, but not limited to, wire remittance fees, wire acceptance fees, foreign exchange differences, transaction fees etc. All of these fees will be borne by you, as the player.“

Firstly I strongly recommend Tropicana Gold Casino to be transparent and specify the withdrawal fees per withdrawal method.
Secondly I think it is misleading players to state that for Neteller withdrawal method “Processing fee applies for withdrawal requests as we use third party payment providers.”

I did some investigation and NETeller doesn’t charge a fee for withdrawals.
So it’s seems like it's only a non transparant way of paying out less to players and keep a nice 20%+. Cheers!

I just mailed my request to Tropicana Gold Casino to close my account.
Can you please confirm when it’s done? Thank you.

dutchie Netherlands
posted on August 3, 2014.

Btw i noticed that Tropicana Gold Casino and Monarchs casino are from the same owner and Finance Team work together following the same policy. Can you also explain the reason behind the fact that there are players who also won $/€150 i.e. http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­mon­arc­hs-­onl­ine­-ca­sin­o-w­ith­dra­wal­-de­lay­-c4096 were paid in full to ewallets?

Or is the processing fee lately amended and implemented?

posted on August 6, 2014.

Hi dutchie,

All cashout have processing fee. And this specific player received his cashout less the processing fee.
Yes, Tropicana and Monarchs were sister casino's thus have almost the same terms and conditions.
Hope that clarifies.

dutchie Netherlands
posted on August 8, 2014.

Hi Tropicana Gold Casino,

I'm still waiting on confirmation of the closure of my account at your casino
Hereby once again request. Thank you.

posted on August 11, 2014.

Apologies for the delay. Will get confirmation on closing of account.

dutchie Netherlands
posted on August 11, 2014.

Today I received a reply to my mail dd 4th August concerning the request of closure of my account. Your Finance Team asked me for the reason behind my request, hahaha.

Suppose you are a customer of an online casino at which it takes on average around a month to get your winnings and besides that you have to pay a processing fee of almost 21% for a withdrawal to you ewallet.

What would you do, when you're also a customer at online casino's which processes withdrawals within 12 hrs for free to ewallets, like Unibet and 32Red?"

posted on August 14, 2014.

Customer Support followed necessary procedure in close account request.

dutchie Netherlands
posted on August 14, 2014.

Please confirm closure of my account @ Tropicana Gold Casino and Monarchs Online Casino.

posted on August 15, 2014.

Hi dutchie

We can confirm that your accounts were already closed. We hope you well on your gaming adventure.