Casino Tropez - Player’s struggling to withdraw her winnings.

I deposited 20.00 into the site with my master card. I won 500.00 playing one of the slots. I then tried to withdraw The site took me to a page with various ways of withdrawal. One of the ways was through a credit card used upon registration. But I couldn't access this page. I then contacted the support at the site. It took awhile for them to contact me back just to tell me they couldn't allow the withdrawal as it was bonus money I had used and that I had to use another payment method besides the credit card. I tried returning an email explaining I had no bonus and I had won through my card. They haven't responded.

Dear Lucy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m not sure why you were advised to use a different payment method if you have accumulated your winnings with an active bonus. It looks to me as the casino doesn’t support withdrawals to Mastercard.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have been offered any alternative method to place a minimum deposit and withdraw your funds?

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

Best regards,

Petronela

The casino hss respondef to me but to tell me it was a bonus that they offered. I thought I won 500.00 while playing their slot as it triggered amount of 500.00. I started out with 20.00 out of my credit card upon depositing that amount to play their slots. My amount went down to around 5.00 as I was losing. I was going to different slots to try to get my amount up when I hit a jackpot of 500.00 but it was at increments at a time. There was no bonus offered at the time of play. If I had that amount of 500.00 to start off with, I wouldn't be worried of losing. So I started out with 20.00 and began losing my money and I hit the jackpot at a slot I won at. It added to 500.00 or little more than that. I was refused withdrawal because they suddenly turned around and said I couldn't withdraw bonus money and the fact they said withdrawals are permitted on banking deposits not on credit cards but it was not what I read when I first signed on with casinotropez. It stated in thier site every type of withdrawal was given. If it was not so, I would have used my banking for deposit instead of my credit card. I am not satisfied of how they handled my complaint and switched my account to look like it was a bonus.

Dear Lucy,

Could you please forward your game history to petronela.k@casino.guru? Thank you in advance.

Dear Lucy,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.