Tropical Wins Casino - Player disputes withdrawal cancellation over T&Cs breach.

Basically I had a no deposit 20fs bonus. With 0.12 per spin which I turned into 300 euros. Basically they said the cancelled my withdrawal because I had gotten half way through these free spins, played another game then went back later to these free spins. Which breach the t's&c's. This is a total lie. This didn't happen and you go through to customer services who are like robots and keep repeating the same thing. No managers/supervisers etc. Also I noticed somebody made a complaint re technical issues with withdrawal.. I had maybe 6 or 7 rejected duento "technical issues" so like many addicts to. Eventually you relent. Each time it was declined you had to re do the withdrawal and wait 36 hours each time. How are they getting away with it?! Also how are they taking deposits off people, knowing that Basically they're unable to pay out?! As mastercard is the only available withdrawal option?

Dear mattyraines80,

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. 

• Do I understand correctly that you didn't play with the bonus as the casino claims?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

I did play the bonus. They are saying that I came out halfway through my free spins. Played another game, then went back to complete the free spins. That is purely a lie. I have asked for such evidence but of course they're unable to provide.

Attached is the only correspondence. I spoke ro them over the phone but they wouldn't answer anything. I asked to speak to a manager but of course nobody avaliable. They are lying. Simple as.

Thank you very much, mattyraines80, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok thank you very much. Is there any estimated timescale at all?

Cheers

Matt

Hello, mattyraines80,

Thank you for your emails.

I am sorry to hear about your trouble and apologize for the delay. Yes, there is a timescale - the big timer that is always set up for one of the involved parties.

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Tropical Wins Casinoo team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the supporting evidence with clarification to my email address (branislav.b@casino.guru).

The silence is deafening!

I think if they don't respond I will report any transaction to tropical wins as fraud. I will also contact every bank in the UK to notify them of this scam of a company

Dear mattyraines80,

Unfortunately, since we have not received any relevant 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. The only information I received from them was that they could not discuss details about players with any 3rd party, and they recommended you contact the casino directly.

As I can see, the casino was even closed in the meantime, and anyway, they had no valid license while the casino was open and active. Therefore, there is no one whom you could turn to regarding your issue, and a lawyer would probably cost you much more than the disputed amount. If you made any real money deposit to the casino, you can try to discuss it with your payment method provider, however, a chargeback is strictly prohibited in all online casinos. It is considered fraud and could cause you problems in other casinos in the future.

In case of any questions, do not hesitate to contact me at 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.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru