Tropica Online Casino - Player's withdrawal has been denied.

I played a no deposit bonus at that casino because I saw it here on the casino guru page, I won and met the gaming requirements. The casino asked me to make a deposit to request a refund, before doing so I sent my documentation (passport and bank statement) and they accepted them, my account was fully verified (the casino accepted my documents and my age (21 years) without any trouble) Then, I make the refund and I receive an email after 5 days that it is not possible because I am not older than 25 years. What does not make sense because then why did they accept my documentation and verify my profile? I would appreciate any help you could give me

Dear Valeria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://www.tropicacasino.com/terms-and-conditions.php:

"General promotion terms and conditions

1.1. Playing at Tropica Online Casino is restricted to adults only. Players must be 25 years of age or older to play. Age restriction may change according to local national law, and it is the responsibility of the player to check for the minimum age allowed in their country. The Casino reserves the right to require age verification from the player at any time."

The same information is mentioned in our review for Tropica Online Casino https://casino.guru/tropica-online-casino-review:

I have tried to register an account and this is what I found.

Could you please confirm that you have submitted the correct date of birth when registering your account? Was this your first game session?

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

Thank you very much, Valeria, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Valeria!

I will take care of your complaint from now on. I would like to invite representatives of Tropica Casino into this complaint in order to help us resolve the issue.

Vale, quedo atenta

We would like to ask Tropica 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’, which will have negative impact on the casino's rating.

Since we haven’t 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.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.