Complaint #4 Tropicana Gold Casino

Slow response time/ withdrawal issue

By dutchie

12 years ago

3th July: Signing up @ Tropicana Gold Casino (TGC) with €215 no deposit bonus (NDB) offer.
Met the wagering requirements (WR) (80xNDB) [75x+5x Dutch players].
Nevertheless failed to withdraw the max. cashout for this NDB = €150.
Balance €4.011,50

4th July: Signed in TGC to try to withdraw the €150 again, failed to do so again.
Noticed a unrequested NDB €25 added to my account.
Nevertheless also met WR (80x) for this NDB and tried again to withdraw the €150.
Failed again, had a chat, requested to withdraw and no more NDB due to new WR.
Advised to send an email to accounts@tropicanagoldcasino.com, which I did the same day incl. scans of passport, bill housing cooperative (rent July), screendumps NDB-offer, account history TGC, personal details Neteller (NT). Balance €3.416,50.

7th July: Sent a reminder to TGC, since I didn’t received an answer to my mail d.d. 4th July.

10th July: Received reply from TGC: TGC requesting another proof of adress and signed authorization form (AF).
Mailed to TGC a scan of bill water company and replied that I won’t use any cards depositing/ withdrawing, instead I’ll use my Neteller-account.

14th July: TGC replied: bill water company received and requesting AF with Neteller-details.
Mailed TGC signed AF as well as previously sent screendump details NT-account.
Also requested to add NT as a withdrawal method in the cashier or that TGC just withdraws the €150 to my NT-account.

17th July: Haven’t received any response yet. We’re 14 days further;
Still waiting for the withdrawal of winnings of the NDB-offer: max cashout: €150.

I noticed that the response time of TGC ‘webcare’ is a lot faster.
TGC’s ‘email’ response time is 5-8 days!

Askgamblers/ TGC webcare, please help. Thank you.

Account ID: TGC2612369
Ticket: #2809771

Disputed Casino Tropicana Gold Casino

Reason Delayed payment

Amount €150

Discussion

Tropicana Gold Casino

• Representative

12 years ago

Hi dutchie

We can confirm that your accounts were already closed. We hope you well on your gaming adventure.

dutchie

• 1 reviews

12 years ago

Please confirm closure of my account @ Tropicana Gold Casino and Monarchs Online Casino.

Tropicana Gold Casino

• Representative

12 years ago

Customer Support followed necessary procedure in close account request.

dutchie

• 1 reviews

12 years ago

Today I received a reply to my mail dd 4th August concerning the request of closure of my account. Your Finance Team asked me for the reason behind my request, hahaha.

Suppose you are a customer of an online casino at which it takes on average around a month to get your winnings and besides that you have to pay a processing fee of almost 21% for a withdrawal to you ewallet.

What would you do, when you're also a customer at online casino's which processes withdrawals within 12 hrs for free to ewallets, like Unibet and 32Red?"

Tropicana Gold Casino Complaint Stats

Resolved 21 / 28

Avg. Amount $523

Avg. Complaint Duration 11 days

Avg. Response Time 3 days

Tropicana Gold Casino Complaint Summary

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

So far, 20 out of 26 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 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