Casino Complaint Balance Query

[Talk2molly]

When many casinos bailed out of the US market, Tropica allowed me to play, and win, but when I went to withdraw they told me that US players are no longer eligible for withdrawals. They left the US market, and have since returned. I tried to get into my account to see if my money is still there, and they have locked me out and will not give me a reason why. I would avoid this casino entirely, and hope this has not happened to anyone else, although I'm pretty sure it has . . .

MO

 

[mrmark21]

Hmmm... Well... Anyone got some suggestions maybe KK or Nifty?

 

[Talk2molly]

Hi

I posted because I want everyone to know about the business practices of Tropica. I don't expect to see that money ever again. We are talking about years ago now, since this happened. Thank you!
MO

 

[Tirilej]

If you're not interested in justice then I don't want to hear more.

There is always two sides of every story, and we have just heard a little about yours.

So do you not want this cleared up?

 

[Refilliates Casinos]

Hi,

Please can you post your login at Tropica. I think I know who you are, but just want to be certain.

Regards,
Dieter

 

[Talk2molly]

Tropica

With all due respect, I am new to this forum and did not want to "bother" anyone with my issue. I was simply trying to give others a "heads up." Tirilej, I am interested in justice, but I do not expect it, and you are right, you have only heard one side of the story, and if I had Tropica's side I would have included it in my post, but they simply advised me of their right to lock accounts without providing a reason. As I said, this was years ago, and you're right--it can possibly stem from something I did, but if so, why would they have not told me this when I requested a withdrawal? Why would they use my residence as a reason to refuse my withdrawal if there were some other reason? My user id at Tropica is englishteach, and again, my intention was not to disgruntle anyone, but to inform.

 

[Talk2molly]

Hi

Hi,

Please can you post your login at Tropica. I think I know who you are, but just want to be certain.

Regards,
Dieter

Hi Dieter, do you work for Tropica? How do you know who I am?
MO

 

[Talk2molly]

Your email

Hi M,

Please feel free to post on Casinomeister. I will respond there with
full details of what has transpired here.

All the best,
Dieter

If you work for Tropica, or represent them in any way, an email with an actual reason for refusing to unlock my account would have prevented any warning to other players about the casino. I feel betrayed by this forum, and am sorry to have trusted that you would treat the information I offered with the best of intentions.

MO

 

[Tirilej]

Hi M,

Please feel free to post on Casinomeister. I will respond there with
full details of what has transpired here.

All the best,
Dieter

If you work for Tropica, or represent them in any way, an email with an actual reason for refusing to unlock my account would have prevented any warning to other players about the casino. I feel betrayed by this forum, and am sorry to have trusted that you would treat the information I offered with the best of intentions.

MO

Don't feel betrayed. We all want the truth but it's not always the casino can tell the reason.
I agree though that they shouldn't have promised to post the details here if they refused to tell you about them first.
But you shouldn't threaten them with posting here either. That's not so smart.

 

[chuchu59]

With all due respect, I am new to this forum and did not want to "bother" anyone with my issue. I was simply trying to give others a "heads up." Tirilej, I am interested in justice, but I do not expect it, and you are right, you have only heard one side of the story, and if I had Tropica's side I would have included it in my post, but they simply advised me of their right to lock accounts without providing a reason. As I said, this was years ago, and you're right--it can possibly stem from something I did, but if so, why would they have not told me this when I requested a withdrawal? Why would they use my residence as a reason to refuse my withdrawal if there were some other reason? My user id at Tropica is englishteach, and again, my intention was not to disgruntle anyone, but to inform.

When people say they want to give fellow players a 'heads up' yet refuse to elaborate on their cases I grow suspicious. At the very least post the correspondence with them. If you cant do even that why should we take your word for it especially since, as you said, you are new to the forum and we don't know you nor your motives.

 

[Talk2molly]

Last Post

I was unaware that additional information was required. Here is the last email I sent and the last received from Tropica. I should not have to defend myself to this forum, and do not appreciate the way that I have been treated here, as if I am trying to get away with something or lying about what happened. What do I have to gain? As I said, I don't expect my money back, and personally I appreciate when others post this sort of story so that I can deposit at reputable casinos. I'm really finished here.

-----Original Message-----
From: Tropica Support <[email protected]>
To:
Sent: Sat, Jun 7, 2014 1:04 am
Subject: Re: Re: Your Account at Tropica has been Deactivated (Support #22838165)

Dear,


Regrettably, a number of factors have led to our automated security

system locking your account..


Please note that the casino reserves the right to lock and or deny

promotions to anyone, without disclosing the reason why.


If you have any questions, please don't hesitate to contact our support

staff.


Kind Regards,

Security Manager

Tropica

My response:

Perhaps it has something to do with the balance of over $1000 in the account?
Thank you. Will let Casinomeister know about this.

Their response:

Re: Re: Your Account at Tropica has been Deactivated (Support #22838165)
From: Tropica Support <[email protected]>
To:
Date: Sat, Jun 7, 2014 10:56 am

Hi,

Please feel free to post on Casinomeister. I will respond there with
full details of what has transpired here.

All the best,
Dieter

Sounds like a threat to me. wth?

 

[Refilliates Casinos]

Hi MO,

You mailed us today asking for your account to be opened. We replied that it could not be opened and you responded that you will post on Casinomeister. I then mailed you to advise I would respond there. I wanted you to be aware that this was now a public matter and therefore needed to be resolved as such.

On your account: "Englishteach", there has never been any transaction whatsoever. No deposits, no promotions, no activity at all. The account was registered on 8 October 2009 and was immediately closed by Rival's Security System (see screenshot with personal information removed).

​

I have opened the account so that you can check the history yourself. Here is a screenshot of your transaction history going back 5 years showing no transactions:

​

Is there a possibility that you may have us confused with another casino? For the record, your account was locked by Rival's Central Risk team within 10 seconds of registering. I have mailed Rival to get full details of what happened and depending on their response, I will address your account status once more.

Hopefully this is a simple misunderstanding which can be easily resolved.

Thank you,
Dieter

 

[Tirilej]

That actually looks like a misunderstanding.

Thanks for clearing that up Dieter.

There are so many Rivals out there that these things can happen. Especially for US.
So where is that Money? Can Rival find that out Dieter?

 

[Refilliates Casinos]

Hiya,

It will be hard to find out what money is been referred to without identifying the actual casino first. It's really up to the OP to find the emails / records pertaining to this $1,000 and then address it with the relevant casino.

It may still be that it was Tropica, however that would mean the OP registered using different details and hardware to bypass internal Security checks.

As you know, I spend a lot of time helping players get paid (even at other Rival casinos), so when a player feels money is owed to them, a proper investigation and response is needed.

I will be happy to help the OP, however more information is needed.

Regards,
Dieter

 

[paul7388]

posted in error

 

[Tirilej]

daft question from me . Has Tropica casino always been called Tropica casino as there used to be a rival casino called Tropicana which is a very similar name that no longer exists. If that wasn't yourselves then it would be very easy for the OP to have mixed up the casinos. And then when they saw yourselves they might think you were same place and it was ame name since it hadbeenso long.

Where have you heard about a Tropicana casino?
I believe I've checked every Rival that has ben out and never heard that name. Tropezia I've head about but they do exist

 

[paul7388]

thank you tirilej

 

[vinylweatherman]

If the alleged $1000 had been won from a free chip with no actual money ever being deposited at whatever Rival casino this was, would it still show on those records above.

It is common knowledge that when it comes to Rival "High risk" can often mean nothing more than "player who is better at maths than the Rival computer". Where such a player starts to achieve more than the expected returns at a number of Rival casinos, the central system flags them as "high risk", meaning "likely to be unprofitable". This is supported by another line in that screenshot which indicates the OPs account was set to be "bonus banned" as soon as it was rated by the Rival class database.

If the OP was playing the SUB across a number of Rival brands, it would cause both the problems documented here once the ratings system caught on, plus confusion as to which of a number of Rival casinos it was that held the $1000 balance when Rival pulled out of the US market.

 

[Refilliates Casinos]

Hi VWM,

To answer your question: Yes, if the money had been won on a sub, it would show in the screenshots provided. I set it back 5 years and it yielded zero results.

For what it's worth, the OP was not bonus banned. As you can see in the screenshot, the reason for account closure was "CB and High Risk Rating" (this means Charge Back and High Risk Rating). I am waiting for more information on this.

I need to add that the Rival system does not bonus ban players simply because they win. That may have been the case when Rival first started operations, however bonus banning someone now is a manual decision based on a number of mitigating factors. Even then, operators can choose to accept the recommendation to ban or ignore it and carry the Risk themselves.

If the OP can identify the casino, that will help. I will also ask Rival to look into all her accounts and check for any emails pertaining to the matter.

Regards,
Dieter

 

[Nifty29]

I was unaware that additional information was required. Here is the last email I sent and the last received from Tropica. I should not have to defend myself to this forum, and do not appreciate the way that I have been treated here, as if I am trying to get away with something or lying about what happened. What do I have to gain? As I said, I don't expect my money back, and personally I appreciate when others post this sort of story so that I can deposit at reputable casinos. I'm really finished here.

-----Original Message-----
From: Tropica Support <[email protected]>
To:
Sent: Sat, Jun 7, 2014 1:04 am
Subject: Re: Re: Your Account at Tropica has been Deactivated (Support #22838165)

Dear,


Regrettably, a number of factors have led to our automated security

system locking your account..


Please note that the casino reserves the right to lock and or deny

promotions to anyone, without disclosing the reason why.


If you have any questions, please don't hesitate to contact our support

staff.


Kind Regards,

Security Manager

Tropica

My response:

Perhaps it has something to do with the balance of over $1000 in the account?
Thank you. Will let Casinomeister know about this.

Their response:

Re: Re: Your Account at Tropica has been Deactivated (Support #22838165)
From: Tropica Support <[email protected]>
To:
Date: Sat, Jun 7, 2014 10:56 am

Hi,

Please feel free to post on Casinomeister. I will respond there with
full details of what has transpired here.

All the best,
Dieter

Sounds like a threat to me. wth?

Yes, I agree.

What you said was a form of threat.

 

[The Dude]

When many casinos bailed out of the US market, Tropica allowed me to play, and win, but when I went to withdraw they told me that US players are no longer eligible for withdrawals. They left the US market, and have since returned. I tried to get into my account to see if my money is still there, and they have locked me out and will not give me a reason why. I would avoid this casino entirely, and hope this has not happened to anyone else, although I'm pretty sure it has . . .

MO

Just a heads up. Do not use this forum to blackmail casinos. You will be tossed to the curb if you threaten casinos with foul postings when you don't get your way.

There also seems to be confusion here. You need to get your ducks in order (organize your next post in a coherent and truthful manner), and post your complaint properly. There are guidelines in the rules. Read them.

 

[chuchu59]

I was unaware that additional information was required. Here is the last email I sent and the last received from Tropica. I should not have to defend myself to this forum, and do not appreciate the way that I have been treated here, as if I am trying to get away with something or lying about what happened. What do I have to gain? As I said, I don't expect my money back, and personally I appreciate when others post this sort of story so that I can deposit at reputable casinos. I'm really finished here.

-----Original Message-----
From: Tropica Support <[email protected]>
To:
Sent: Sat, Jun 7, 2014 1:04 am
Subject: Re: Re: Your Account at Tropica has been Deactivated (Support #22838165)

Dear,


Regrettably, a number of factors have led to our automated security

system locking your account..


Please note that the casino reserves the right to lock and or deny

promotions to anyone, without disclosing the reason why.


If you have any questions, please don't hesitate to contact our support

staff.


Kind Regards,

Security Manager

Tropica

My response:

Perhaps it has something to do with the balance of over $1000 in the account?
Thank you. Will let Casinomeister know about this.

Their response:

Re: Re: Your Account at Tropica has been Deactivated (Support #22838165)
From: Tropica Support <[email protected]>
To:
Date: Sat, Jun 7, 2014 10:56 am

Hi,

Please feel free to post on Casinomeister. I will respond there with
full details of what has transpired here.

All the best,
Dieter

Sounds like a threat to me. wth?

Nonsense! Who is threatening who? To me, they simply said you can post as much as you want at casinomeister and they will respond accordingly.

Its not that you need to defend yourself but you need to qualify your accusation with supporting facts.

 

[vinylweatherman]

Hi VWM,

To answer your question: Yes, if the money had been won on a sub, it would show in the screenshots provided. I set it back 5 years and it yielded zero results.

For what it's worth, the OP was not bonus banned. As you can see in the screenshot, the reason for account closure was "CB and High Risk Rating" (this means Charge Back and High Risk Rating). I am waiting for more information on this.

I need to add that the Rival system does not bonus ban players simply because they win. That may have been the case when Rival first started operations, however bonus banning someone now is a manual decision based on a number of mitigating factors. Even then, operators can choose to accept the recommendation to ban or ignore it and carry the Risk themselves.

If the OP can identify the casino, that will help. I will also ask Rival to look into all her accounts and check for any emails pertaining to the matter.

Regards,
Dieter

Of course, and Rival casino operators have to live with the consequences as most simply rejected players because "computer says no" without being interested in letting a human look into the matter and decide. It is those Rival operators who used some common sense rather than obeying this big computer that managed to get themselves seen as respected in some quarters.

When it comes to chargeback, it's not so clear cut in the US market. Banks would often initiate chargebacks themselves once they found out they had unwittingly processed "illegal" transactions. There are many tales from US players who have had minor problems, but ones that have alerted their banks such that they started digging. In some cases, this has resulted in players having their accounts frozen, and as part of this process, their banks tried reversing any and all transactions that could not be legitimately explained. This muddied the waters as the casinos couldn't really tell the difference between this, and a rogue player deliberately pointing their bank in the ruight direction such that they would react by reversing all identified gambling transactions.

What didn't help was the degree of "jerking around" many US players suffered, often with a rather dismissive response from the casino and shifting the blame onto a processor chosen by the casino, and not allowed to be contacted by the player. Some US players knew the score and were patient, others became convinced they had been scammed and went to the authorities for help, not perhaps realising that control would also be taken from them and a resolution imposed by the banks in their own interests rather than those of their customers.

The final "jerking around" was when Rival suddenly pulled out of the US, but didn't tell the players so that they could put their affairs in order by making an orderly exit from their casino accounts. They woke up one morning to find their access blocked and money trapped, and for many this brought back memories of past events such as EWX, where it turned out in the end that they HAD been shafted after all, but were being strung along by both EWX and some casino operators that it was nothing more than a "technical issue" that was being worked on.

Is it any wonder that some players don't really trust the US facing industry, and that when something odd happens, they assume the worst. Some may decide that they will never see the trapped money ever again, but that if they are quick enough, they might be able to limit the damage by getting back some of their deposits through their bank. Having been "shafted" already by the casino in their view, they don't care how much such a response might hurt them.

When Rival left the US, it was all about saving the asses of 4 little known Canadian persons, and screw the customers that might suffer in any fallout. They were jittery because they were named in a rather obscure court case, but the court records were beginning to come to light on the internet, and of course this meant people could find out far too much.

It didn't work, they even sent a legal threat to Bryan, and operators put pressure on Rival over the loss of a major customer base, hence the re-entry of Rival into the US even though conditions are more hostile than ever for offshore casinos.

There will be a few US players with axes to grind, and the reappearance of Rival may well be tempting them to dig up old grievances and try to get some additional redress, even if this means "playing dirty".

 

[The Dude]

Molly has quit the forum, so that's it for that.

 

[chayton]

If you're not interested in justice then I don't want to hear more.

There is always two sides of every story, and we have just heard a little about yours.

So do you not want this cleared up?

Molly has quit the forum, so that's it for that.

And Tirilej called that one!

 

[Refilliates Casinos]

Morning.

It's a regrettable that the OP could not provide details of the casino. I am hoping Rival can provide the information needed and I will then post the details here. If the player is owed a $1000, then I will see to it that she gets it.

VWM - I sent you a PM explaining why I won't comment on your posts. All I will say is that what happened years ago is done. There are now a dozen+ really good Rival operators and hopefully hard work, service and a clean record will change player's perceptions. If a casino messes up, it will be revealed here (or on other forums) and players will know to avoid them.

Thanks to the members here for your support. Much appreciated!

Best,
Dieter

 

[Tirilej]

And Tirilej called that one!

Don't do that to me please

I want newbies to stay here and learn, and I could have been nicer in my post and explain what she needed to do.
I wish I could write posts like some others do, like bigjohn or incrediblestuff. Always polite and always explaining so everything is clear to everyone. I'll try to do better next time

 

[incrediblestuff]

Your doing a fine job i.m.o, also did a fine job of making me blush just now

 

[Refilliates Casinos]

Hi there,

Update: Rival have looked across the board and cannot find any account belonging to the OP where there was ever a $1,000 in question. My advice is for the OP to find any emails so we can help her. Alternatively, open a PAB and get the relevant parties involved.

Thanks once again,
Dieter