The player from Brazil has deposited funds into her account just to find out that the casino is able to provide her with only a limited game offer. Now she is experiencing difficulties requesting a refund. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Casino Tropez - Player’s struggling to receive a refund.
Black points: 92
Amount: 3,499 R$
Casino Tropez
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Today I created an account at Casino tropez, I found it to be reliable. Chat is a bot that only redirects to articles.
Initially, they took a while to process my deposit via wire transfer. After that I logged in and they said I won 100 free spins on a slot that had no terms and conditions. When I went to see it, my account had just over 6 thousand reais. I imagine that they put a bonus since to withdraw I have to move 180 thousand reais. I will never have that money. I sent an email asking to remove the bonus, no response. I sent an email because I couldn't log in, they didn't respond. And after I logged in, I can't play anything. I just want my money back.
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1 year ago
Dear gabilimass,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?
Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Hello.
My funds are intact.
I would like to remove the bonuses and be able to play. An error appears in all games
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1 year ago
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I've already sent several emails to tropez casino and they only accept me to play slot, casino doesn't open. I want to withdraw my funds and I can't. Now nobody answers me. They say they will send an email with instructions and they don't. I will probably lose 3500 reais due to the badness and irresponsibility of this casino.
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1 year ago
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Guys, help me. The casino won't let me cash out even though I sent documents. It doesn't send confirmation emails, it doesn't send SMS, I can't use my balance for anything other than slots...and I wanted to play roulette...and when I try to get my money back, there's no withdrawal option.
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1 year ago
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The casino is not:
Responding to emails, does not allow me to play roulette, does not send emails so I can withdraw and only lets me play slots, to collect, of course. And I don't want that. I didn't sign up for this. I want my money back. I made a video showing the disrespect of the Casino with the consumer. This value is high, I can't lose. This is theft, people. Help me. How much bad faith in those who trusted.
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1 year ago
Thank you very much, gabilimass, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello, gabilimass,
Thank you for your email, and l am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Tropez's representative to join this conversation and participate in the resolution of this complaint.
Dear Casino Tropez Team,
Could you please provide us with an explanation of the player's situation in more detail? What needs to be done on the player's side for the casino to return her initial deposit? Why is the player not allowed to play Live Casino games?
Thank you in advance for providing the information.
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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1 year ago
Dear gabilimass,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
However, the casino can reopen this complaint anytime and you will be notified about it by email.
In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.
In case of any questions, feel free to contact me via email (branislav.b@casino.guru).
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Branislav, Casino.Guru
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