Complaint #3 Tropica Casino

Voided my winnings

By RIEL81

12 years ago

Message on forum

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.

Disputed Casino Tropica Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

14 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Tropica Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

AskGamblers

• Support Team

14 years ago

Dear @RIEL81,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

AskGamblers

• Support Team

14 years ago

Dear @RIEL81,

Please let us know if there's an update regarding your ongoing complaint.

Tropica Casino

• Representative

14 years ago

Dear Dennis,

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.

Regards,

Tropica Management

Tropica Casino Complaint Stats

Resolved 4 / 13

Avg. Amount $186

Avg. Complaint Duration 10 days

Avg. Response Time 3 days

Tropica Casino Complaints

See all complaints for this casino

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Delayed Withdrawal

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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

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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!

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Threats From Tropica Casino!

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Resolved

No deposit bonus not given

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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
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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