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

I deposited money into my account, played a few games then won some money, i withdrew R900 and then R450 - total of R1350 on the 15th of May - they approved it and said it will be paid out within 10 working days. today is the 2nd of June and long after 10 working days, everyday i have to ask them where's my winnings, which CASINO TROPEZ replies, they working on it.... this is UNFAIR. You are quick to take our money we deposit but SLACK to payout our winnings.

please can you pay my winnings asap, i have read bad reputations about your casino tropez and are very disappointed and disgusted

thanks

Felecia

f***@gmail.com

Dear Felecia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi

casino Tropez requested a bank statement which I sent via email. Is that all that’s needed for KYC? I will email same to you.

it was my first withdrawal.

thanks for your response.

kind regards.

Has the casino only requested this document? Usually, casinos ask for some kind of ID and proof of address. Have you provided such documents as well?

hi.

They only requested bank statement. Everyday I ask them they say they busy processing my withdrawal.

Thank you very much Felecia for your reply. I will now transfer your complaint to my colleague Nick 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.

Thank you very much. They also sent an email that they received my documents. Everyday I ask in there help line and all they say it’s been processed.

thank you

Felecia Strydom from South Africa.

I have attached last email from them.

regards

felecia

Hello Felicia,

I'm Nick and I'll be assisting you in your case from now on. I will now try to contact the casino and let them know about your issue.

Much appreciated Nick

Hi Nick.

any news on the casino regarding my withdrawal ? I spoke to them today they said it was paid but nothing in my account. I need a proof of payment from them so that my bank can track the payment. Please can you ask them for proof. Thank you very much

regards

Felecia

Dear Felecia,

Unfortunately, we haven't receive any respond from the casino yet. We will keep trying to contact them. Extending the timer by 7 more days.

Thank you for trying again. I have sent several emails asking for proof of payment and haven’t received any. All they say is working on it.

regards

Felecia

Dear Felecia,

I'm really sorry but we could not reach the casino. As they are non-responsive there isn't much we can do for you to assist you in this case. I recommend you to contact the licencing authority of the casino in case you want to continue resolving the issue. Please do not hesitate to contact us if you will come across any other trouble again, we will gladly try to help you hopefuly with more luck.

Best regards,

Nick

Casino.guru