The player from the United Kingdom had been trying to withdraw her winnings since December 2023. Despite being originally paid out, no payment had been processed since 27/12/2023 due to constant technical issues from the provider, which led to 17 refused withdrawals. The player had used Bitcoin to withdraw her winnings initially but was only given the option to withdraw via Mastercard later. She had passed all KYC checks and provided all necessary documents. The player also confessed to having a gambling problem and having spent a significant amount of money on the platform. She asked the casino to self-exclude her, but her account remained accessible. After multiple attempts, the casino had paid out €400. However, the player had gambled away the rest of her winnings. We had attempted to assist the player but due to a lack of response, we were unable to investigate further and had to reject the complaint.
Tropical Wins Casino - Player’s withdrawals have been continuously refused.
Amount: £6,000
Tropical Wins Casino
Safety Index:LowPlayer stopped responding
REJECTED
Case summary
I’ve been trying to withdraw my winning since December 2023. They did payout originally but haven’t done so since 27/12/2023. They constantly tell me the provider has technical problems and to make a new withdrawal.
I have had 17 withdrawals refused.
Dear Debz3005,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tropical Wins Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- When did the chat with casino support you submitted take place?
- Have you been offered any alternative ways to withdraw your winnings?
- Which payment method do you use to withdraw your winnings?
- Have you completed KYC verification in the casino, please?
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,
Tomas
Hello Tomas
The first chat would have been 19/12/2023
At the beginning, I used Bitcoin for withdrawing my winnings, complicated at first then easy
They only give me one option now to withdraw, Mastercard.
I passed all their checks online
They have copies of all my credit cards, passport etc.
I’m a compulsive gambler, joined Gamstop and excluded myself from all casino’s in Aberdeen. I stupidly registered with this casino. I asked at the beginning to self exclude me. They exclude you for 30 days but during that time they can still open your account again. Was told you can’t delete account, I’d have to buy an app to ban them. I did, but I had VPN on my iPad which allowed me to bypass the block. I have spent the money I had for my pension and more, opened up 4 new credit cards which are all now at max. So roughly £60,000 to £70,000. All I’m asking for is to withdraw the £6000 I have won. I have all the deposits on my statements. I have some screenshots of chats and emails.
Everytime a withdrawal is refused, so far 17 times, they tell me the same thing, the provider has technical problems, raise a new withdrawal!!!
I’ve constantly requested to withdraw using Bitcoin, reply - this is not possible.
I have screenshot my withdrawal requests.
I’m not sure that Tropical Wins are actually allowed to operate in the U.K. I know they have no licence
Regards
Deborah
Hello again, can I just say that they have paid out €400 finally after 19 attempts. Not sure if you had anything to do with it, but if so, thank you! I will keep you updated.
Dear Debz3005,
The casino indeed operates without any license.
We believe that if you inform a casino about your gambling issues they should act to protect you from harm by closing your account and not allowing you to gamble.
If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_33=true)
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
- Could you please specify whether you informed the casino about your ongoing issues and when it was?
- If you have saved correspondence of this, please forward it to my email at tomas@casino.guru
Dear Debz3005,
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.
I am sorry to hear that.
Have you informed the casino about the gambling issues you are experiencing?
Has the casino informed you your account cannot be closed? Could you please forward this communication to me? My email is tomas@casino.guru
