Complaint #7 Tropicana Gold Casino

Bonus Cashout Not Processed After 20 days

By Rani S.

11 years ago

Message on forum

I have received a sign up bonus with a maximum cashout of 150$ at tropicana gold casino . Upon hours of playing i managed to complete the wagering requirements ( i wagered approximately 33k$).

I contacted support to request a withdrawal through neteller, i was asked to send an email to their accounts team so i sent an email to accounts@tropicanagoldcasino.com and CC'd customerservice@tropicanagoldcasino.com requesting the withdrawal through neteller for a faster process and less fee ( Tropicana gold casino has a ridiculously 17% processing fee charge n withdrawals to Credit cards )
After various attempts to reach them and seek their help, i have sent them pp and visa, drivers license, my identity ID and utility bill and authorization form as they requested, however the same is still pending even though i have sent several reminders which i never receive a response to.

This case has been pending for 19+ days... i have sent them approximately 8 emails, they have replied only 2 so far with useless comments proving that the support is simply forwarding random policy or documents required emails without giving full attention to the email sent by the players, to avoid processing cash outs and doing extra work.

Disputed Casino Tropicana Gold Casino

Reason Delayed payment

Amount $150

Discussion

Tropicana Gold Casino

• Representative

11 years ago

Dear rani.salhab.1,

As per our Finance team, they have contacted you directly and awaiting for pending documents. Kindly send Authorization form with imprint, proof of address such as utility bill in clear colored scanned copy.
Should you need further assistance please let us know or you may also visit live chat or email Finance Team directly.

rani.salhab.1

11 years ago

Thank you for your support today.

Tropicana Gold Casino

• Representative

11 years ago

We have coordinated with our Finance team and awaiting for response.

rani.salhab.1

11 years ago

Askgamblers, Please follow up with tropicana gold Casino to insure they process the payout...

I will wait for an email from tropicana gold team however this complaint will remain active till the cashout is processed.

Tropicana Gold Casino Complaint Stats

Resolved 21 / 28

Avg. Amount $523

Avg. Complaint Duration 11 days

Avg. Response Time 3 days

Tropicana Gold Casino Complaints

See all complaints for this casino

No payout for Tropicana Gold Casino for over 2 months now

August 24 all my papers and info for with draw was summited and approved. I have two withdraws for $2000.00 each and has not been received. On November 9, 2015 they sent an E-mail (We are pleased to inform you that your payout request (Trace ID 348921) has been approved and it will be submitted for payment). I have not received payment and they will not reply to my E-mails. Also on November 18, 2015 they confirmed what account to send the money to.

Unresolved

$4,000

Delayed payment for months

Hi, I dont good speak English, but I hope that you will be understand.. I played in Tropicana gold casino, a no deposit bonus, and finishedd the wagering requirements and they said that I can withdraw 150 euros. It was 17.08.2015 when I made the request for withdrawal. I sent all documentation that they are looking for me, and call me on the phone to verify my account. Also, I sent e-mails in the adress: [email protected] and they said that in the process and that I will get a final answer soon, and I still do not get it. Last about a month ago I did not receive any mail from them, as I persisted and asked what was happening with my request, and the live chat is not responding. I wanted to get the money to the bank account which I left, they said that can not, just check via courier. I do not want that, I want directly to my account, or Skrill. I hope that you understand what I write here. Thank you

Unresolved

€150

No payments, no answers

Tropicana gold casino not answering my support request, not processing my ID verification or withdrawal requests. Every answer i get is an auto-responce e-mail greating a support ticket. Current withdraw requests are dated 18.9.2015(146€) and 25.9.2015(500€). Live chat not answering my chat requests.

Unresolved

€646

Keep giving me different excuses and stalling my payment for almost 2 months

Hello, I have won 150$ at tropicana gold casino and they have not payed yet it's been 2 months and they just keep giving different excuses why i can't cashout yet. 2 months is way too long... This is rediculous.. i should not have to wait this long!

Resolved

Delayed payment and odd info request

Casino has been mostly non-responsive to my inquiries regarding a withdrawal payment submitted June 19 and authorized on July 3. When emailing them, which is the only option for payment inquiries, I simply get an automated reply, each time with a new inquiry reference number. My latest concern was that I received the following email today: Dear Arthur, Good day! Our processor informed us there are some information missing with regards to your wire transfer payment. Kindly verify the following information : First Name of Beneficiary : Full Beneficiary's Address : Beneficiary Account : Beneficiary Bank : Bank Address : Bank Swift : ABA Routing : --- Best regards, Finance Team This seems highly unusual. I submitted information for payment into my checking account, but now they are asking for information for a beneficiary's bank account - checking accounts don't have beneficiaries. Please advise and assist. The withdrawal payment amount is $1337.10. I am attaching a PDF of the payment status page from the casino.

Resolved

$1,337

Money disappeared from my balance

I have a NDB for $150 available for withdrawal. I've verified my master card credit card and realised they only accept VISA. I asked the customer service via email that what they advise? but I've not receive any reply from them at all even tip this moment. ALL the reply is a support ticket is created... As i desperately want to withdraw my money, I tried to withdraw $50 to my eco pay account as the maximum is $100 for eco pay withdrawal and minimum withdrawal from the casino is $100. SO I just Trying if i can withdrawal just $50 first. So i proceeded and it pops up an notice stating that I do not have the minimum amount to withdraw. So i continue to try to withdraw $100 and I relies my withdrawal balance becomes $50 instead of the $150. Then I saw there is a pending withdrawal via eco pay at $50. SO WHERE DID my $50 gone? I panicked and I thought there's a glitch, thus I cancelled the eco pay withdrawal and hope that my $150 will be back in my available account. To my horror, Now my account is left with $50 and the eco pay withdrawal is cancelled. So I lost $100 just trying to withdraw.... now my available balance is $50 and I have since emailed the support and customer service and accounts department which I'm advise to contact them by the chat room in the casino. Until today. there is no reply. it has been 1 week. Can someone please advise? my ticket number is 5762897

Unresolved

$100

No Payment

Hello, I have been trying to get my money from Tropicana Gold Casino since August 10, 2014. I have $237 available for withdrawal and they keep on cancelling for one reason or another. My last attempt before today was for a Currier check and after talking with casino representatives I provided my correct address for them to send the check to and waited for months for them to process it. Today I got the following email message from the casino:

Dear Mark,

As we have not received correspondence on your address, your payout request (TraceID 162528) has been rejected and returned back to your casino account. Please feel free to contact us if you have other questions or concerns.
It then listed the correct address that I sent them and said that they sent me a message on June 11 that I never responded to. First I never got the message and second the address was correct so I don't know why they did not send the payment to that address.

I just submitted a 3rd payout request and I hope with your help it can be the last.
I have waited for almost a year now for my money and I hope we can get this resolved right away.
Thank you, Mark
Casino ID: TheNewtMan

Resolved

$237

Impossible to withdraw

On the 27 of March I deposited 20.00 dollars and did not take a match bonus, winning upwards of 1000.00 dollars which I cashed out 933.00 dollars. I was required to submit numerous documents in support of my request which I have done not one time but five times. Each time being asked for some other document or to send that which I have already supplied them. It appears to me I am being jerked around. Being asked for documentation on debit cards no longer used or canceled by my card provider, copies of bank statement but will not accept the only statement available to me, ( online statement in color), It's enough already, I've done everything asked time and again but can't seem to get my money from this casino and I am tired of messing around..They certainly can process my deposits without fail but seem to have all types of issues when processing a withdrawal request and from what I've read I'm not the only person to experience these type issues with this casino..

Resolved

$933

Refusing to pay a small withdrawal

Complain about Tropicana Gold Casino

Dear Askgamblers.com,

I cleared Tropicana Gold Casino bonus wagering requirements x 75 times my original bonus, also I make some deposits (it is described as below)

Before i was able to make withdrawal, I sent all my document, scanned copy of my driving license, utility bill, clarification form filled up with information of my credit-card, 2 photos of my credit card front and back. Also they called me from the Tropicana Gold Casino Finance-department, because they wanted to verify my mobile-number. They verified my account and everything was clear with my documents.

I have contacted Live-support 2 or 3 times now, and asked, how long it will take, before i receive my winnings to send to me by check. The answer is always the same. They tell me to contact the Finance-department. I have sent several e-mails to the Finance-department and or do not respond or respond evasively. About the payment of winnings, to date I received nothing and recently refused my payments requesters.

The current situation:

My Withdraw History Requests (NOT PAY by the Casino)

Tropicana Gold Casino:

- 185.00 Euro

From what I require your one clear answer on this subject to finding a just solution to the payment required by the exponent

Kind regards, 09/03/2015

< full name removed >

Resolved

€150

Problems with withdraw 150 euros

Hello there !

my username at this casino is < removed >

After singup I wagered there a free bonus money, that was somewhere at 17.10.2014,more than 3 months ago...and then I start my verification proces I send them all necesary documents, and also I rececived a phone call from them, and now I waiting again more than 5 days to get answer on my email, how to withdraw that money since I dont have any option in my cashier to make withdraw. I mean more than 3 months to make a simple withdrawal for god sake ? Can someone help me here to litle speed up that ?

I will repeat again I am fully verified,now i just need to get that money to my visa card,but how ? Since to no one answer on my email

thanks

Resolved

€150