Casino Tropez - Player has not received her winnings.

I have deposited R200 and was given bonus to play, I played and won something like 6000 when I tried to withdraw they said, the withdrawable amount is 200 which was mine. So I went ahead and withdrew that 200.I then got a message stating that I should wait for 5 working days but I waited for 2 to 3 weeks before contacting them. When I finally contacted them they sent an email stating that my funds were sent on the 25th of March, so I should check with my bank. My bank knows nothing about the transaction.

Dear Yvonne,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.  Alternatively, you can post it here.

I hope, we will be able to help you to resolve this case as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Unfortunately I have deleted the email they have sent to me. This was the first time I withdraw, actually it was the same day I deposited R200 played and withdraw the R200. There was nothing on my withdrawal status, I only received an email from. Casino tropez stating that I will receive the funds within 5 working days.

Thank you for your reply, Yvonne. Have you received any transaction number to trace the payment with your bank?

No

Thank you very much Yvonne for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Yvonne,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Tropez to join the conversation and participate in the resolution of this complaint.

Dear Casino Tropez,

Can you please provide more information regarding the player's withdrawal? Is there a transaction number or any other details you can provide with which to trace the payment?

Kind regards,

Adam

We would like to ask Casino Tropez to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Yvonne

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (adam.m@casino.guru).

I am sorry I could not have been of more help on this occasion.

Best regards,

Adam