Tropezia Palace Casino - Applied unjustified cap on my winnings

posted on April 28, 2015.

I deposited 200 and received a 100 bonus from this site. In their terms they say that there is a 20x bonus cap on my winnings if I play with a free bonus or the welcome bonus. They say if I play with my deposit there is no cap.

This was not a welcome bonus, this was a later promotion.

I understood here that a free bonus was a bonus given without a deposit. Here I made a deposit so the bonus is not free, in fact it is a PAID bonus. Give mony for something = PAY, not FREE. That is the logical conclusion.

Furthermore, I believe my winnings were made when I was playing with the deposit part of my balance, not the bonus. So in that case I won with my deposit not the bonus whether free or paid bonus.

They paid me my winnings of 20x the bonus but erased the rest. I believe this is a misunderstanding but the site should pay me back the full amount and make their site clearer for the future.

posted on May 2, 2015.

Dear @garrastazu,
Any updates regarding your complaint?
Thank you.

posted on May 4, 2015.

Dear @garrastazu,
as our casino manager has already discussed this matter with you last week, it seems to be a small misinterpretation of our terms and conditions that make a huge difference in your case.
First of all, your bet was indeed placed with bonus money and when you accepted the bonus the terms and conditions of the bonus were right there where you clicked the box to "accept terms and conditions of this bonus", and these terms and conditions were available the entire time the bonus was active.

We are very happy to provide you with the detailed history of your gameplay where you can see each bet, and see exactly at what point you started playing with the bonus money and with that see that the bet placed was with bonus money. We are also very happy to provide you with the full terms and conditions of the bonus that you had accepted.

Free money is any money you receive in the casino that you have not transferred from your pocket. In offline, brick-and-mortar casinos, it is commonly called Comps. There are two types of promotions that we have in our online casino: A. Free Money (all bonuses that involve a money balance) and B. Free Spins (free rounds on specific games). It seems that you are assuming that there is a thing called paid bonus and when thinking about it, it is not a wild assumption, but unfortunately there is no such thing as paid free money in our casino.

We appreciate your loyalty and your case has risen a question if we are communicating our terms and conditions in the best possible way and we are reviewing options on how we can make the terms and conditions of all of our promotions more accessible.

posted on May 8, 2015.

Dear @garrastazu,

We are still waiting for your feedback regarding this complaint.

posted on May 12, 2015.

It's a nice practice to confirm if you complaint is resolved or not, thank you.

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