Complaint #26 Tropica Casino

Documents were approved, then deleted after I made a deposit

By Kyle C.

8 years ago

On may 25th, I sent my documents in. About 1-2 weeks later I was told my documents were accepted and approved by live support. About a month later I asked live support again (different agent this time) if my documents and account are all good. I was told yes there’s nothing else I need to do. So I went ahead and deposited $25 so I’m able to make withdraws and then I tried to withdraw the $100 I won from a free chip bonus. Shortly after another support agent told me my documents were not on my account and that I would need to resend the same email I sent a while ago so I did. And to no surprise they were declined this time. Makes absolutely no sense, so I just wanted to get a refund and they made a huge hassle over it. I will upload all the proof I got.

Disputed Casino Tropica Casino

Reason Verification issues

Amount $125

Discussion

There are no replies at the moment.

Tropica Casino Complaint Stats

Resolved 4 / 13

Avg. Amount $186

Avg. Complaint Duration 10 days

Avg. Response Time 3 days

Tropica Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Tropica Casino Complaints

See all complaints for this casino

Not paying my withdrawal

I withdrew on March 4th, about 4 weeks ago for $800. but after trying to communicating with them. I am not getting any answers from them. Every time i visit the casino to check on my withdrawal, I get a message asking to reverse my withdrawal. I have played there many times before and they usually paid my withdrawals in a timely manner but it seems like they are ignoring me now.

Unresolved

$800

Delayed Withdrawal

I submitted a withdrawal request from this casino for $600 on 3/28. I still have not received my funds although I have submitted multiple email requests and was told that I would receive the money. I also deposited $25 per the casino’s request (they said a deposit was required in order to release the funds) and still nothing. Please see below; this response was from Saturday 5/27. I can forward you my other emails. < personal info removed > Dear Kate, Thank you, your funds will be sent this week. Regards, < personal info removed > Account Manager, Tropica I will check with Finance. Regards, < personal info removed > Account Manager, Tropica

Unresolved

$600

Grossly delayed payment

I started a withdraw on March 11th 2018 and have contacted the casino service reps multiple time only to get the runaround. They also gave me a hard time with the deposit which took weeks of complaining to get resolved. Please help me find a resolution. Thank you! Withdrawal of 201.2 USD requested on Mar 11, 2018 at 00:05. Transaction 205351226520089

Unresolved

201

Telling me that they are going to pay, but just don't pay me

They keep giving me bullcrap excuses n telling me that they are paying me soon and funds have been sent blah blah blah I'm over it hey its been almost 6 weeks and still not a cent has been paid to me. How can I recover my funds I am not going to give this up I want my money hey! Why does it take a matter of seconds to take my money but it has taken over 6 weeks to get a payout its ridiculous!

Unresolved

€700

Threats From Tropica Casino!

Tropica Casino was making chargers to my card without my behalf, I contacted them to try to work it out and told them if they did not fix the problem I would be contacting my bank. The responses were beyond horrific, and I feel I need to share it with as many people as possible so no one will do business with them again. The first response to my initial email about working things out before I contacted my bank: "Dear Criminal, We have received notification that you have disputed your transactions. Here is what is going to happen now: 1. We will use a collection agency to recover our money along with a fee of $150 per transaction. 2. Your credit rating will be destroyed 3. You will be reported to the police and banks for fraud 4. Your details will be shared with all US facing casinos 5. Your credit cards will be posted online 6. Your friends and family will be contacted. You will learn that committing fraud in this manner will not pay. You should be ashamed of your actions. You have 24 hours to rectify this situation or we will ruin you financially." So I was called a criminal, was threatened by them that the would illegally leak my information publicly, and that they would "ruin me" financially, DISGUSTING. I then got another email from them a couple of weeks later. "Hi, You are a loser. A joke. We have a collection agency preparing the collection now. You will not get away with this and you are most welcome to tell the police that you made deposits even though you knew it was illegal. You are trailer park trash and you will get what is coming to you." This casino, if you even want to call them that, are not only one of the biggest scammers on the internet, but are THREATENING me. It is disgusting, I don't even know what to do except for continue to file the complaints as I have. But I needed to share this information and those emails with as many as possible.

Resolved

No deposit bonus not given

Hello! I just signed up to Superior casino (rival) via askgamblers for $25 no deposit bonus, I was lucky, I won, I withdrew (after the required deposit) 58 eur (i played in eur). I got the money normally, and fast! After this, I signed up to Tropica casino (rival) via askgamblers for $25 no deposit bonus. I didnt get the bonus money! The casino oprator said: Im banned all Rival casino bonus! Why? Because , I won about 30 eur at superior casino? Is it right, and correct?

Resolved

$25

doesn't pay out!

I have won 25 euro with a no deposit bonus at Tropicana Casino.
They do not pay because I played. More than 10% in one slot
This was nowhere in the terms and I've never seen in conditions with a casino.If I email them I get an email back from their intimidating security division instead of their support department because I would have broken their rules

Unresolved

Problem withdraw 16000€ from Tropica Casino

casino account close with 16000€ wait withdraw

Unresolved

Tropica Casino No Bonus €3800 NO PAY

I never play with a bonus to avoid the problems involved being paid.

I played in Tropica Casino for the first time made €400 deposit and played Roulette.

I got lucky and won €3800 and cashed out.

They asked for notarized ID and picture of myself holding the ID.

Although I was never requested to send such info I went to the notary office and sent them everything they asked for.

Their claims are ridiculous .

Hi Chantal,

Your account is locked for a number of reasons:

1. Suspicious behaviour and gameplay
2. Suspicious documentation
3. Multiple Accounts across the Rival Network
4. Using a Betting System to play
5. Non compliance with documentation request
6. Multiple IPs
7. VPN Software detected

As a result, your account has been suspended and will remain as such at
Tropica Casino.

Your €400 deposit will be refunded to Neteller today.

Regards,
Tropica Security

1. I never used any betting system to play. I made the deposit and bet on 2,3 numbers and got lucky right at the beginning I think it was the second bet I already won at their casino

2. My documents are not suspecious , I sent them the notary office details to verify the authenticity of the documents

3. I played only at 4 casinos using rival

Multiple IPs, the IP changed every day here. VPN - I don"t know what it is, never used a betting system

I won in one more casino in the Rival Network and I got paid smoothly. These are the only cash out I have ever made in the RIval Network. The rest of depostis were lost in the other 3 Casinos I played at.

Unresolved

Voided my winnings

Dear Sir,

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 < surname removed >,

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.

Sincerely,

Tropica Customer Support

Pls help me, sir.

Sincerely,

Dennis < surname removed >,

Their reply -

Dear Dennis < surname removed >,,

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 again.

Sincerely,

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.

Resolved