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Tropica Casino - Voided my winnings

Complaint Info
Disputed casino Tropica Casino
Reason Casino terms violation
Posted on May 16, 2014

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.


Tropica Customer Support

Pls help me, sir.


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.


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.

Posted on June 6, 2012

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.


Tropica Management

Posted on June 10, 2012

Dear @RIEL81,

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

Posted on June 14, 2012

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.

Posted on June 18, 2012

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.

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