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I am not being allowed to withdraw. I have used this site for a few months and previously lost money. I then took advantage of their 150% deposit bonus and turned an initial deposit of 500 into 3,600. I turned over the bonus requirements and then attempted a withdrawal. I had already had withdrawals processed and fully verified, but the withdrawal was rejected and I was sent an email saying my account is being reviewed for potential fraud. Which is total nonsense, nothing fraudulent has happened in any way. I have spoken to customer services and they say 75 days it will take to undergo a review. I am convinced that this is only because I have won money and they want to stop me accessing the funds. They say this is being dealt with by the payments department but there is no way to contact them. Customer services only give the standard timelines and say there is nothing that can be done.

Any help would be appreciated and if the company were to resolve my issue I would be more than happy to remove this complaint and any negative reviews.

Hello RyanBell1992,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tropic Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is your account blocked for investigation? When did your account get fully verified? When was the last time you spoke to the casino and what was it about?

Please note that the casino is allowed to such "random checks" - however they shouldn't take that long. In most cases even if the time frame is over a month, once they finish the check (which can be within a week or too) they will unblock the account if everything was correct.

Looking forward to your answer.

Regards,

Nick

The account was blocked on Monday (12th September)

My account was fully verified around a month prior to that, I had also made successful withdrawals. I have been in contact with support agents and my "account manager" who has repeated that I cannot know anything about the investigation and I need to wait the 75 days.

My worry is that because of the sizeable balance on the account and their poor reviews, they may be trying to avoid paying out on my winnings.

Hello RyanBell1992,

We came across such cases a few times. Mostly even if the time frame is above 1-2moths, the investigation is done within 2 weeks. As your account got blocked only a week ago, I would definitely recommend to just wait a little more. If there wouldn't be any update until the end of next week, we will try to intervene.

Ok

if we could keep the case open in the meantime that would be great!

thanks

Will keep the complaint open for now. I will set back the timer to you for 7 additional days. Please keep us updated.

Dear RyanBell1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

That’s fine - appreciated. I still haven’t had anything from the casino yet

Hello RyanBell1992,

As it has been almost a month, I would like to ask one more time before we would try to get in touch with the casino if there has been any update.

No update sadly, their support team said the investigation is still underway.

Thank you RyanBell1992 for all the information. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello RyanBell1992,

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

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

Dear Tropic Slots Casino,

Can you please provide further information regarding the investigation of the player's account?

Kind regards,

Adam

Dear RyanBell1992,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Tropic Slots 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear RyanBell1992,

I have tried to contact the casino repeatedly but had no success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing 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 the rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I am sorry I could not be of more help on this occasion.

Kind regards,

Adam