Casino Tropez - Player’s account has been blocked.

I received a R100 when I signed up played with that and made around R2000 I tried to withdraw only to be asked to deposit R200 before I make a withdrawal I tried making a deposit by my bank app wasn’t working so I used my brothers account and did a payment of R200 to them I was unaware of how I am suppose to deposit and whose account payment could be made from anyways they accepted the money then it became a problem so I was asked to deposit from my own account so I did that after making a deposit to the casino I find that I am not able to play the was a total of R2975 in my casino account I can not play all that I could do was chat to the support group so I’m trying to find out what’s going on because I have done everything they asked for all documents where approved they even asked for my brothers identity document and bank pictures which where also approved a week later now they have blocked my account I cannot log in my account I respond to them via email and all they can tell me is my account is closed by higher management and because I used my brothers account to deposit so why didn’t they block my account the moment they found out I used my brothers account and I was honest with them and why did they ask me to deposit from my account if every document they asked for is approved then how can they just block my account? It is clear that they don’t wanna pay me my winnings and also they say they have refunded my R300 that I deposited but I haven’t recieved it as yet I do have all the emails from them

Dear govendergavin137,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

26. Once your Account has been opened, you will be able to deposit funds to it by requesting an electronic transfer of funds using any of the means set out in the Cashier section on the Website. Otherwise, you may make Deposits solely by any of the following payment methods:

a) by a credit card in good standing, which is registered in your name, acceptable by us at our sole discretion;

b) by a debit card in good standing, which is registered in your name, acceptable by us at our sole discretion;

c) by a payment pre-authorized by us;

d) through a Payment Provider acceptable to us;

e) by providing us with a valid, money order or wire transfer; or

f) by such other method deemed acceptable to us from time to time, at our sole discretion.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

Hi yes I do understand what you are saying if rules where breaches why did they go on and asking for more documents and high I sent and they did approve what was the point of all that

Also they knew that I made a deposit from my brothers account because my app wasn’t working so they say I need to make a deposit from my account which I did my question is why ask for all other documents and deposits if I breached the rules they went along and made it seem like everything is ok

Thank you for your reply, govendergavin137. Please note that casinos usually ask for such documents to ensure who the real owner of the payment method is and to refund the deposit to the correct person. Unfortunately, since you breached one of the main rules of online gambling, I am afraid that we are not able to provide further assistance and we believe the casino acted in compliance with their T&Cs.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.