Tropica o Tropica

mrjolio said:

Hi.
So I am a customer at Tropica for many years ( I think 8-10 years). Due to all the rogueness on several Rival casinos I had abandon them the last 3 years. A couple of months ago after reading several good things about Tropica I said what the hell give them one more chance, so I made several deposits and 1 small withdraw that went out smoothly.
Last Saturday I saw the gave me a 10 Euro no deposit free chip.
I read the T&C about this promo, (X60 wagering, 100 Euro max cashout, bonus money non withdrawable)
So I played for about 4 hours cleared it and requested my withdrawal.
First email I got from them was that I had to sign a form stating that I have made the deposits I made the last 3 months. I was kind of frustrated, but made it and sent it immediatelly.
Next day new email that they also want my ID, address etc, altough I have sent them years ago and they had processed a withdrawal 1 month ago with no fuss. Anyway also sent them right away.
Since my withdrawal was nowhere to be found I went to live chat, only to find out that they declined my withdrawal, because they have a term that in free chips the max bet is 10% (in this case 1 Euro!!!)
The funny thing is that I read all the T&C's when claiming the promo, but they do not state it there, although they have one page of T&C's to read.
I believe it is clear hustle from their behalf and even more a really bad publicity, since I think this time they lose me as a client for good.
P.S. My max bet I think was 2 Euro and my big wins all were with much smaller stakes.

Any thoughts anyone????

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mrjolio said:

Hi davdav5678
When you claim a promo at a rival casino, it states the T&C's for the promo and at the very end it states that all the general terms also apply.
In this promo it did not state anything about a max bet, but apparently they have such a rule on general T&C's.
And this is the question for all us players. Is it possible each time you deposit or play at a casino to have to read all the T&C again and again.
I mean I deposit 2-4 times daily in several casinos. It is not possible to spent each time half an hour reading T&Cs.

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mrjolio said:

Hi davdav5678
When you claim a promo at a rival casino, it states the T&C's for the promo and at the very end it states that all the general terms also apply.
In this promo it did not state anything about a max bet, but apparently they have such a rule on general T&C's.
And this is the question for all us players. Is it possible each time you deposit or play at a casino to have to read all the T&C again and again.
I mean I deposit 2-4 times daily in several casinos. It is not possible to spent each time half an hour reading T&Cs.

Click to expand...

mrjolio said:

Hi davdav5678
When you claim a promo at a rival casino, it states the T&C's for the promo and at the very end it states that all the general terms also apply.
In this promo it did not state anything about a max bet, but apparently they have such a rule on general T&C's.
And this is the question for all us players. Is it possible each time you deposit or play at a casino to have to read all the T&C again and again.
I mean I deposit 2-4 times daily in several casinos. It is not possible to spent each time half an hour reading T&Cs.

Click to expand...

mrjolio said:

Hi.
So I am a customer at Tropica for many years ( I think 8-10 years). Due to all the rogueness on several Rival casinos I had abandon them the last 3 years. A couple of months ago after reading several good things about Tropica I said what the hell give them one more chance, so I made several deposits and 1 small withdraw that went out smoothly.
Last Saturday I saw the gave me a 10 Euro no deposit free chip.
I read the T&C about this promo, (X60 wagering, 100 Euro max cashout, bonus money non withdrawable)
So I played for about 4 hours cleared it and requested my withdrawal.
First email I got from them was that I had to sign a form stating that I have made the deposits I made the last 3 months. I was kind of frustrated, but made it and sent it immediatelly.
Next day new email that they also want my ID, address etc, altough I have sent them years ago and they had processed a withdrawal 1 month ago with no fuss. Anyway also sent them right away.
Since my withdrawal was nowhere to be found I went to live chat, only to find out that they declined my withdrawal, because they have a term that in free chips the max bet is 10% (in this case 1 Euro!!!)
The funny thing is that I read all the T&C's when claiming the promo, but they do not state it there, although they have one page of T&C's to read.
I believe it is clear hustle from their behalf and even more a really bad publicity, since I think this time they lose me as a client for good.
P.S. My max bet I think was 2 Euro and my big wins all were with much smaller stakes.

Any thoughts anyone????

Click to expand...

Tirilej said:

I thought they opened in 2010 so you must have been playing a ghost casino for a few years first

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mrjolio said:

Hi Bigjohn

I was really anoyed for 2 reasons.
1st They have so many T&C's under each promo, that they could have written the term about max bet there, so there would be no fuss. I find it impossible to read all T&C's each for every casino.
2nd The declined my withdrawal, nevertheless they kept asking me for docs in 1st email and then for more docs in 2nd email for absolutely no reason.

Anyway thanx to everyone who read the post and replied. Just wanted to hear your opinion on the matter

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mrjolio said:

Hi Bigjohn

I was really anoyed for 2 reasons.
1st They have so many T&C's under each promo, that they could have written the term about max bet there, so there would be no fuss. I find it impossible to read all T&C's each for every casino.
2nd The declined my withdrawal, nevertheless they kept asking me for docs in 1st email and then for more docs in 2nd email for absolutely no reason.

Anyway thanx to everyone who read the post and replied. Just wanted to hear your opinion on the matter

Click to expand...

mrjolio said:

Hi Bigjohn

I was really anoyed for 2 reasons.
1st They have so many T&C's under each promo, that they could have written the term about max bet there, so there would be no fuss. I find it impossible to read all T&C's each for every casino.
2nd The declined my withdrawal, nevertheless they kept asking me for docs in 1st email and then for more docs in 2nd email for absolutely no reason.

Anyway thanx to everyone who read the post and replied. Just wanted to hear your opinion on the matter

Click to expand...

KasinoKing said:

You're NEARLY right!

There were NO Rival casinos 10 years ago - the first ones opened in April 2006.
Tropica first opened in October 2009 - so the longest the OP could have been a member there is 5 years.

KK

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Refilliates Casinos said:

Hi,

Here is an email I sent the OP yesterday:

"*********,

Dieter here, one of the owners of Tropica. I review all complaints personally and wish to advise you of the following:

When you claim a bonus, the last term of each offer tells you that there are additional terms on our website. It tells you to visit the website and read them.

Added to this, when we rolled out our new brands a few months ago, we spent 6 weeks advising players that our terms had changed.

Last, but not least is that this was a free chip. You had not lost any real money and to threaten and abuse my staff is totally unnecessary.

If this was a deposit bonus, I would have paid you, but it isn't and therefore terms are applied.

Now, if you wish to accept no responsibility for your actions, then I understand, however all I ask is that you post the truth when trying to attack us on forums as per your threats.

Please send me the links to any posts you may make so that we can defend ourselves in a fair and adult manner.

Thank you,
Dieter"

Unfortunately, my mail seemed to have no impact as this post was still made a few hours after my email in an effort to discredit us.

I have nothing else to add that hasn't been said already.

Regards,
Dieter

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Refilliates Casinos said:

Hi,

Here is an email I sent the OP yesterday:

"*********,

Dieter here, one of the owners of Tropica. I review all complaints personally and wish to advise you of the following:

When you claim a bonus, the last term of each offer tells you that there are additional terms on our website. It tells you to visit the website and read them.
Added to this, when we rolled out our new brands a few months ago, we spent 6 weeks advising players that our terms had changed.

Last, but not least is that this was a free chip. You had not lost any real money and to threaten and abuse my staff is totally unnecessary.

If this was a deposit bonus, I would have paid you, but it isn't and therefore terms are applied.

Now, if you wish to accept no responsibility for your actions, then I understand, however all I ask is that you post the truth when trying to attack us on forums as per your threats.

Please send me the links to any posts you may make so that we can defend ourselves in a fair and adult manner.

Thank you,
Dieter"

Unfortunately, my mail seemed to have no impact as this post was still made a few hours after my email in an effort to discredit us.

I have nothing else to add that hasn't been said already.

Regards,
Dieter

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vinylweatherman said:

This is just playing games. An IMPORTANT term such as a 10% max bet should be listed on the bonus terms page, not buried in a "go to" link that leads to a novel in which a player has to trawl through loads of irrelevances in order to see if there are any additional terms pertinent to the offer they have taken.

I thought Rival prided itself in NOT doing this, but having ALL the bonus terms displayed in the lobby once a player had selected his offer from the list. This "one stop shop" philosophy for bonus rules was one of the few good things about the Rival collective, so why get rid of it in favour of players having to trawl through the website every time they make a deposit or claim another type of promotion.

It's when players have a bad experience that they leave a casino, even if they have been a loyal customer. The screwed over customer is often rude to staff because they have no consumer rights when it comes to the online casino industry.

It's a bit rich coming from a casino who hired a collection agency to be rude to ex customers in cases where the situation was reversed, the casino had been screwed over by a player, and the casino had no legal recourse due to the nature of the industry, so had to resort to rudeness, threats, and bullying.

In fairness, if CM decides that this player was rude to excess, their name will turn red with a ban from CM just as Tropica was kicked out of BBF for it's own rudeness and unprofessionalism when dealing with the situation in reverse.

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Refilliates Casinos said:

Hi,

Here is an email I sent the OP yesterday:

"*********,

Dieter here, one of the owners of Tropica. I review all complaints personally and wish to advise you of the following:

When you claim a bonus, the last term of each offer tells you that there are additional terms on our website. It tells you to visit the website and read them.

Added to this, when we rolled out our new brands a few months ago, we spent 6 weeks advising players that our terms had changed.

Last, but not least is that this was a free chip. You had not lost any real money and to threaten and abuse my staff is totally unnecessary.

If this was a deposit bonus, I would have paid you, but it isn't and therefore terms are applied.

Now, if you wish to accept no responsibility for your actions, then I understand, however all I ask is that you post the truth when trying to attack us on forums as per your threats.

Please send me the links to any posts you may make so that we can defend ourselves in a fair and adult manner.

Thank you,
Dieter"

Unfortunately, my mail seemed to have no impact as this post was still made a few hours after my email in an effort to discredit us.

I have nothing else to add that hasn't been said already.

Regards,
Dieter

Click to expand...

bigjohn said:

If this is true and mrjolio did indeed act in an abusive manner to you staff then mrjolio needs to find himself another forum. I hope you provide evidence of this to Bryan.

As for whether any T&C's are good or fair or whatever, if they are listed where they can be found and not contradictory they are fair.

Let the player decide if they want to accept them or not.

edit for VWM; Just wanted to add, how is it that telling a player there are terms that they should read 'playing games'?

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vinylweatherman said:

It's "playing games" when they APPEAR to have everything covered, but then refer players to what is a novel consisting of several pages called "general terms and conditions" just in case there are one or two things that have not been covered.

I know about these "novels" because I DO read the terms and conditions before joining a new casino, and they are often padded out with "lawyer speak" to the extent that the average player finds it hard to locate what REALLY matters among the pages of technical guff about what you may and may not use the software for, that you can't decompile, reverse engineer, etc.

I have seen screenshots of the Rival cashier, and usually ALL the terms for a bonus are shown, there is none of this having to search around for general terms.

I can't see why it can't simply have one extra line that says "max bet is 10% of the bonus issued" in the same way that I have seen things done at other Rival casinos where a screenshot has been posted of the offer.


As for the rudeness, the industry often reaps what it sows, even though it can be that when a player "explodes" in the ear of one CS agent, it might not really be down to that one issue, but a build up caused by several instances of terrible CS and getting shafted.

I always try to view things from the point of view of a UK consumer, not from the point of view of what a casino can get away with by licencing in some far away jurisdiction like Curacao.

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Tirilej said:

You just know everything, or at least it seems like it sometimes.

Please, can't you visit their homepage and take a look at their rules. You can find them at the bottom.
It's also very easy to find the particular rules that are about their promotions.

Then you can come back and tell us that of course they can fit them in at each promotion they have in the cashier.
I'm sure you'll do just fine.

You will also be able to dig up every rule YOU don't like and question them too
Have fun

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vinylweatherman said:

If they are not simple enough to fit in, then they need to be rewritten to make them so, not tucked away in some link.

This is just a one liner, but it's an EXTREMELY IMPORTANT one, and no matter what they can't fit in, this is something they SHOULD find space for.

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vinylweatherman said:

I can't see why it can't simply have one extra line that says "max bet is 10% of the bonus issued" in the same way that I have seen things done at other Rival casinos where a screenshot has been posted of the offer.

Click to expand...

Refilliates Casinos said:

Hi,

Here is an email I sent the OP yesterday:

"*********,

Dieter here, one of the owners of Tropica. I review all complaints personally and wish to advise you of the following:

When you claim a bonus, the last term of each offer tells you that there are additional terms on our website. It tells you to visit the website and read them.

Added to this, when we rolled out our new brands a few months ago, we spent 6 weeks advising players that our terms had changed.

Last, but not least is that this was a free chip. You had not lost any real money and to threaten and abuse my staff is totally unnecessary.

If this was a deposit bonus, I would have paid you, but it isn't and therefore terms are applied.

Now, if you wish to accept no responsibility for your actions, then I understand, however all I ask is that you post the truth when trying to attack us on forums as per your threats.

Please send me the links to any posts you may make so that we can defend ourselves in a fair and adult manner.

Thank you,
Dieter"

Unfortunately, my mail seemed to have no impact as this post was still made a few hours after my email in an effort to discredit us.

I have nothing else to add that hasn't been said already.

Regards,
Dieter

Click to expand...