Tropical Wins Casino - Player requests refund due to unauthorized account access.

My step granddaughter who shares my current address has been accessing my tropicalwins777 account without my prior knowledge, logging in using her fingerprint on my iPhone whilst I had been asleep.

I found out only yesterday when forced to check my banking statements (something I do not normally check).

I contacted customer service at tropicalwins 777 and made a refund request due to someone other than myself and who is a minor accessing my account and making deposits using her fingerprint totalling €1010 without my permission or prior knowledge.

Within 10 minutes and whilst still on online chat with a representative, I had received an email refusing my refund request saying they had considered it and decided to refuse.

They have no other option to make a complaint or avenues I can follow to get my money back a minor at 15 years old used to play tropicalwins 777 casino and spend my money.

regards

S M Keen

Dear Panchokeen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tropical Wins Casino.

Please understand we believe the player is responsible for their account, balance, and all bets taking place. If your account has been accessed by a third party, the casino can't reasonably prevent it.

Under the circumstances you are describing, we can't ask the casino to issue a refund of lost funds.

Please let me know if there are any other circumstances, otherwise your complaint will be closed.

Best regards,

Tomas

Casino.Guru

My complaint is tropicalwins 777 allowed a minor to play their casino due to not having any basic customer log in requirements, or conformation requests of age restrictions. You would think the casino would ask before allowing anyone to use a casino whether the person were aged 18 or over, and/or the person who accessed the site were in fact me, no user name or password had to be given, and if so they wouldn’t have been able to access it or play the games etc

regards

SMKeen

Hello!

Thank you for being in touch.

We are sorry for the inconvenience. Our goal is to provide a convenient and immersive gaming experience, and we hope this situation does not undermine your trust in us.

Naturally, our approach to customer service is individual, but we can only make decisions according to our previously written rules, which you can read in the Terms and Conditions section at the bottom of our website.

You can contact us with any issues you will face by using our casino. 

If you find yourself not satisfied with our service, and would like to put it further, we can only recommend you to contact us.

We are self regulated casino, as it stated in our Terms and Conditions. We have no any sister sites, TropicalWins is an independent casino company.

If you have additional questions - feel free to contact us.

Best regards,

TropicalWins Casino

Probably the only independent self serving casino on our planet, whereas any issues or queries, concerns of wrongdoing, will be looked at and dealt with accordingly. Don’t worry it’s ok, their self regulated casino will take your complaints seriously and they will also be the adjudicator of all complaints, and if like mine, within ten minutes of receiving my complaint they had concluded and refused my request of a refund blaming me for my granddaughter being able to access tropicalwins 777 without needing to sign in or anything, and able to make many deposits . Tropical wins casino did not ask any age related, or conformation of the person who accessed my account whether it were me or if the person were aged 18 or over. Nothing at all and therefor as it had been so easy for my granddaughter who is only 15 years old, to play this casino whilst I had been sleeping and I believe they are breaching their own terms and conditions, as self regulated and no oversight in charge of making sure this casino are towing the line (they are clearly exploiting it) and no complaints outside the casino makes them judge, jury and executioner which is surely very unfair and illegal .

i will not stop until I get my money back

regards

SMKeen

Thanks for your point of view.

Please note we can't hold the casino responsible for what happened based on the circumstances you described above, nor request a refund on your behalf.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with online casinos in the future.