OK Here we go!
1. I have received £5000 of my £7000 winning from Tropica the monies that where in the pending Cashout have been lost by this casino and I will state this claim constantly. I have the "Your Cashout is being Processed" emails in my inbox to prove it. This was after they began this debacle so there is no way they would have been paid. I had sent my normal documents in long before all of this happened and they had been accepted and I had been paid £1000 by them from a free chip they gave me after I had lost £3200. I got this £1000 no problems with no requests for extra documentation etc. After Making my big wins I managed to cashout £2000 without issue but as I approached my losses that is when this whole waste of time started.
2. The first request I had for Notarized documents was on the 11th of February as I said in my response email "I was unaware that you wanted notarized documentation from me. This is no problem I will get on to it today and forward it to you. What do you require? the same documents as before" I got no answer to this and tried jumping in and out of live chat and sending PM's to the rep here. Then they got back to me on Feb 18th with the "24 Hour" deadline. I freely admit that (as I said in my initial post) I should have pulled my finger out and got them done! but I will add that I wanted to know what they wanted. When this was requested I did contact another Casinomeister Member in regards to their thread here
https://www.casinomeister.com/forums/threads/notarised-document.55030/ I posted the following on the 11th of Feb :
I would like to say that I am currently in the same situation as Tanga, this casino is also asking me for notarized documents and also accusing me of being an advantage player. I only ever play with my own money (not bonuses) so I don't understand..... They owe me £7k!!!! I fear the worst!
I asked Tanga who the casino was in a PM before I posted to his thread as I worried that it would affect his chances of getting paid:
tanga said:
towersoft said:
Hi,
Sorry to bother you, I have just been asked for the same from a Rival Powered Casino. Just thought I would see if it was the same company, I have a feeling that my in my case they are trying to not pay me my win. Thanks!
Hi Towersoft,
The casino is Tropica, also rival powered. Going to give them a couple of days before adding a thread to the complaints section of the forum.
Regards
Tanga
tanga said:
towersoft said:
Hi Tanga,
I hate to say it but it's Tropica for me too! They owe me 7k and are just trying to make things hard. I really hope you get your money, not sure how much they owe you but I fear we are probably in the same position. I was waiting for three weeks for a response to their initial accusations. Am I OK to reply to your thread and state (without names) I am in the same boat?
Hi,
Only £950, peanuts compared to 7k. They approved by documents within a couple of days but then asked for a Notarized document for some reason, have you contacted the rep here? I'm OK with you adding your details to the thread.
3. In regards to:
The way I read it the OP omitted some of the emails. The casino stated they were "still waiting for notarized docs" on Ben 11, but nothing between Jan 13 and Feb 11 was provided. It appears the OP had at least 4 weeks to provide notarized docs, and possibly longer beforehand to supply regular docs.
If I were a casino, and a player refused to send docs, or let it go without contact for a month, I would be immediately suspicious.
I think Tropica ARE rogue, and should be, but there's something not right about the OPs story. Nobody just leaves it for that long.
I omitted nothing, before the request on the 11th I had had no requests for extra documentation and they had already been given the normal docs well in advance otherwise they would not have processed the earlier £1000. I will post my Neteller "Pantasia.com" deposits and withdrawals here as I have access to other accounts I was using at the time. I have no access to my Tropica account however! otherwise I could post its history too.
4. In regards to:
I agree totally
What I have found soooo frustrating about this thread is that along the way as people have tried to help or to establish where we are at a point in the stream of things they ask questions which only the OP can answer. The OP reads the post and thanks the person but doesn't answer the questions.
That is why no one knows exactly how much the OP has been paid back or when it was paid etc etc
Gambling Grumbles who helped had not even been made aware of the 2k difference by the OP until after they had brokered the repayment deal with Tropica.
Its all piecemeal and confusing
As Nifty says it has also become apparent that we were not given all the information /told about all the e mails etc which has meant we have had a skewed view of things
Do I think Tropica are a nightmare and Rogue, oh yes - would I play there- never ! I would like them to explain why they repaid the OP in installments and not all at once. In my mind the only time installments come into the equation is if you can't afford to pay all at once !
I am pleased the OP is getting/has got his money but I feel that more could have been done by the OP to help sort things in a timely manner.
I apologise for my poor responses to this thread and everyone here, I will make no excuses for this but will say that I am exceptionally busy and business and its employees will always take precedent over my mistakes when choosing an online casino, this goes for the money too.... If my business dies then I have no money. As I said earlier I omitted nothing. I sent Steve from Gambling grumbles a copy of the first post in this thread, he was well aware of the initial amount. Please see a copy of the email he sent to Tropica stating €8000 (pretty much £7000):
########################################################################
Steve Russo *********@gamblinggrumbles.com via messagingengine.com
Mar 28
to support, graeme
Hi,
I am writing to you in connection with a complaint we have received
from one of your players, Philip Thomson of ********, ***********,
whose user name with you is towersoft and is registerd with the e-mail
address of <*********@gmail.com>.
I don't know if you are familiar with Gambling Grumbles
(
www.gamblinggrumbles.com) but we are part of The Gambling Portals
Group and serve as mediators between on line casinos and their
customers who have a complaint, have tried to work it out with the
casino themselves, and have been unsuccessful.
We make no judgments upon first receiving the complaint as experience
has taught us that sometimes the casino is at fault, sometimes the
customer is, and very often it is simply a case of bad communication
between the two. Instead, we contact the casino directly and try to
get the matter settled to the mutual satisfaction of both the casino
and the customer.
We make no charge for our work, either to the casino or the customer,
but we do write and publish an article outlining the complaint, the
casino's reply, and the final results and it is linked to on all of The
Gambling Portals Group's 900 web sites. Obviously, everyone is
happiest when those results are satisfactory to both sides.
It would be best, both with the complaint I am currently dealing with
and for future ones (if any), if you could have the same person deal
with any matters sent in by Gambling Grumbles. It would allow us to
establish a good working relationship and to expedite these issues.
In this particular case, assuming that Mr. Thomson has given me all the
pertinent information (and please let me know if that is not the
case), he has been trying to withdraw his €8,000 balance since January
and was advised on 24 March, "Kindly note that your withdrawal has been
voided and that no payment will be made after taking all factors into
consideration".
He says that "I stupidly opened an account at a Rival Casino and
thought I would get fair treatment. I deposited around £3200 from
account opening and had withdrawn at that point about £1K. They where
telling me I was on track to be a VIP and giving me some of my losses
back now and again. I deposited a few more times and managed to rack up
a £10k balance. The casino has a £1k a week payout limit like most
Rivals so I could only put in £1K at a time so the casino paid me £2k
over the next couple of weeks. Then as soon as it started to be
apparent that they where going to have to pay me some of their own
money" the problems began.
Firstly, he was told by Tropica Support:
"We have been informed by Rival Central Risk that you have a history
of abuse and multiple accounts at Rival casinos.
"We also have an IP mismatch for your country of registration and IP
country".
He said that he was able to clear up the IP mismatch quickly, by
showing that the same server handles "telecoms for three main areas
in the UK, Jersey, Guernsey & The Isle of Man. Their operations are
all run from Guernsey and as such my IP shows as Guernsey-IOM Pool
when I use my ADSL, should be something similar when I use my
mobile."
As far as "abuse and multiple accounts" are concerned, he said "If I
have an account with a casino I am not going to use I close them, I
will also always check with live chat before I open a new account to
make sure I do not have an account with the casino already. I have
spent lots and lots of money with Rival casinos over the years and
have cashed out lots of times, never had a problem like this."
He added that "I never take deposit bonuses, I have used No Deposit
bonuses in the past but have never cashed out from one of these. My
style of play is exactly how it was at your casino, I use my own money
and play reasonably high stakes and hope for the best! The only real
time I use bonuses is when they are given to me by a rep."
At that point, he told us, he received an e-mail which said, "we have
confirmation from Rival that you are not a
genuine player. You simply play big till you win and then you cash out
and move on. While we understand winning is what all players go for, it
is cause for concern when we know we will not get a chance to win some
of our winnings back".
This last e-mail does, indeed, sound strange to us. Admittedly, in
private poker games in friends' homes it is generally considered rude
to quit while ahead but I have never heard of any casino, either
on-line or brick and mortar, which requires a winner to continue
playing. If I walk into a casino in Las Vegas, put $1 into a slot
machine and hit a $100,000 jackpot, that casino will pay me
immediately. It might hope that I continue to play, but it will place
no such obligation on me, nor will it refuse to pay me.
Assuming that there are no other factors of which I am unaware, and
please inform me if there are and the details of them, I would
appreciate you reviewing Mr. Thomson's situation and, if everything he
has said is correct, paying him the money due him.
This would allow me, when I post the report, to make it a very
favorable one for Tropica Casino.
I look forward to your early reply.
Best,
Steve Russo
Manager, Gambling Grumbles
########################################################################
5. In regards to:
The OP got what he wanted. He exploited this forum in order to get paid - and he did. And he continues to jerk people's chains by not coming right out and answer questions.
By the way, those email headers were not generated by Rival's internal mail server. This is coming from the previous owners and the current owners are dealing with this internally. The previous owners are adamant that what they did was right (not paying more than the initial 2k), but the new owners have come forth and paid this player the full amount.
The reason why the OP is not coming out and confirming he has been squared away is pretty obvious, he wanted to damage the casino's reputation by getting a mob riled up in this forum. Some of you need to wake up and smell the coffee.
Again with all due respect I am not trying to Jerk anyone’s chains and maybe I did exploit the forum to get paid but it was mainly with the intent of showing how I was being stung. I thought that was the point of a casino complaint, if I had been allowed to PAB I would have and would have posted nothing. You offered a service and I took advantage of said service.
The emails are exactly what I was sent, I can say no more. My offer still stands.... if you or someone you name wants to access my email account directly I will give you the details to log in and collect the emails yourself. They are all there, including the pending withdrawals emails.
I have no interest in damaging the casinos reputation it appears to be able to do that for itself without my help. I posted exactly what I was sent and as you an others have said I did not get very involved in the thread after that point.
I will add that I feel for Dieter having to pick up the pieces after what must have been a terribly run operation, if they did purchase the casino after this was done to me then they must have an accounting nightmare on their hands trying to sort out what has been going on. I do also thank them greatly for paying the £5000, I had written this money off from the outset.
6. In regards to:
One thing the OP could easily do is demonstrate non receipt through back statements from where this payment was sent. The onus would then be on the casino to demonstrate where this money went, and who is responsible for sorting this issue out. This is going to be hard with incomplete records having been retained.
OK the problem with this data is that they do not mark their transactions per casino, it all appears as "Pantasia.com" so I have put it together as best I can, again if Bryan or someone he names wants the original export or access to my Neteller account I will give them Temp access. I can easily alter the account after the information is confirmed. I have no access to my Tropica account so I am unable to pull the history straight from it, If I was able then I would post that too!
Other Rivals I used during that period, pulled from the History page of their software:
21 Grand
Deposits
205344330543791 250.00 NETeller COMPLETE Dec 25 2012, 07:33:54 AM
205344328137936 500.00 Credit Card COMPLETE Dec 24 2012, 09:50:30 AM
205344328096976 500.00 NETeller COMPLETE Dec 24 2012, 09:34:02 AM
Withdrawals
205344328602455 1,000.00 NETeller COMPLETE Jan 14, 10:59:46 PM
Supreme play
Deposits
205344319332010 300.00 NETeller COMPLETE Dec 21 2012, 12:47:15 PM
205344319264571 200.00 NETeller COMPLETE Dec 21 2012, 12:18:32 PM
Reversals
205344319771919 500.00 NETeller CANCELLED Dec 21 2012, 04:51:59 PM
205344319471830 500.00 NETeller CANCELLED Dec 21 2012, 05:34:39 PM
Play2win
Deposits
205344258094528 50.00 NETeller COMPLETE Dec 1 2012, 09:54:25 AM
Neteller:
Transaction Type ID Description Date Status Credit/Debit Credit/Debit Currency Requested Amount
Transfer from merchant '117368130611945' Pantasia.com 09-05-2013 / 20:16 Accepted 2,500.00 GBP 2,500.00 Tropica
Transfer from merchant '149365528611662' Pantasia.com 09-04-2013 / 17:30 Accepted 2,500.00 GBP 2,500.00 Tropica
Transfer from merchant '259358222428604' Pantasia.com 15-01-2013 / 04:00 Accepted 1,000.00 GBP 1,000.00 Tropica
Transfer from merchant '164358222386327' Pantasia.com 15-01-2013 / 03:59 Accepted 1,000.00 GBP 1,000.00 21 Grand
Transfer to merchant '176357839543566' Pantasia.com 10-01-2013 / 17:39 Accepted -250.00 GBP 250.00 Tropica
Transfer to merchant '503357839258312' Pantasia.com 10-01-2013 / 17:34 Accepted -250.00 GBP 250.00 Tropica
Transfer to merchant '765357590202156' Pantasia.com 07-01-2013 / 20:23 Accepted -250.00 GBP 250.00 Tropica
Transfer from merchant '108357588065907' Pantasia.com 07-01-2013 / 19:47 Accepted 1,000.00 GBP 1,000.00 Tropica
Transfer to merchant '942357231510281' Pantasia.com 03-01-2013 / 16:45 Accepted -500.00 GBP 500.00 Tropica
Transfer to merchant '165357231350358' Pantasia.com 03-01-2013 / 16:42 Accepted -200.00 GBP 200.00 Tropica
Transfer from merchant '256357164084395' Pantasia.com 02-01-2013 / 22:01 Accepted 1,000.00 GBP 1,000.00 Tropica
Transfer to merchant '182356627266525' Pantasia.com 27-12-2012 / 16:54 Accepted -500.00 GBP 500.00 Tropica
Transfer to merchant '186356621841731' Pantasia.com 27-12-2012 / 15:24 Accepted -500.00 GBP 500.00 Tropica
Transfer to merchant '812356620033595' Pantasia.com 27-12-2012 / 14:53 Accepted -250.00 GBP 250.00 Tropica
Transfer to merchant '170356619644691' Pantasia.com 27-12-2012 / 14:47 Accepted -250.00 GBP 250.00 Tropica
Transfer to merchant '757356478628572' Pantasia.com 25-12-2012 / 23:37 Accepted -250.00 GBP 250.00 Tropica
Transfer to merchant '204356478050860' Pantasia.com 25-12-2012 / 23:27 Accepted -250.00 GBP 250.00 Tropica
Transfer to merchant '897356438832484' Pantasia.com 25-12-2012 / 12:33 Accepted -250.00 GBP 250.00 21 Grand
Transfer to merchant '172356359891110' Pantasia.com 24-12-2012 / 14:38 Accepted -500.00 GBP 500.00 21 Grand
Transfer to merchant '565356112033726' Pantasia.com 21-12-2012 / 17:47 Accepted -300.00 GBP 300.00 Supremeplay
Transfer to merchant '126356110310623' Pantasia.com 21-12-2012 / 17:18 Accepted -200.00 GBP 200.00 Supremeplay
Transfer to merchant '205354373663990' Pantasia.com 01-12-2012 / 14:54 Accepted -50.00 GBP 50.00 Play2Win
(Sad to play of Christmas day eh!
)
7. In regards to:
OK Towersoft - yes, you've been jerked about, yes, the e-mails you posted from CS at Tropica are absurd, yes, you should have been treated better and yes, they have behaved in a fashion which makes them completely untrustworthy.
BUT - it does beg the question of why you were recalcitrant in supplying the docs required; if I won 7k I would be preparing the docs submission seconds after pressing the cashout button and counting the days until I got the money.
If I was any casino, bearing the above in mind, it would look a bit strange and I would be thinking, hmmm a few weeks to prepare and acquire some 'dodgy' documentation to facilitate the cashout......
I am not suggesting for a moment you are guilty of that, but am playing devil's advocate here. You know the slightest excuse appears and many sites will renege on payment.
Lastly, a simple 'yes' or 'no' - has your cashout now been completed in full?
You at least owe CM who have assisted you plus others who have supported you an answer to this question, otherwise the integrity of this thread plummets.
If so, then we can let this lie and see how the land lies in future with Tropica as regards the new ownership and how subsequent conduct transpires.
I have omitted nothing! Didn’t mean to "Jerk" anyone around and I apologise for making it seem that way!, please read above for answers to the rest of this.
8. In regards to:
Hi all,
One last log-in to put this matter to rest once and for all. (It is not cool that Bryan has to waste time on this (or anyone else for that matter).
- No casino gives players 24 hours to return documents. Common logic prevails.
- Towersoft has been paid in full as per our records. He can post his Neteller statement here which show the payments
- If it was my casino, I would not have paid Towersoft, however the new owners wish to launch a new casino in the near future and decided this was the best course of action
- Some folk posting here say we are rogue, however you have played and won at Tropica and never experienced any problems with payouts or service. A casino should not be rogue'd because 5 people demand it. A casino should be rogue'd only if it is warranted and it certainly wasn't here.
- There is no "Fake Duwayne" - this is another example of stuff made up and posted for everyone to adopt as fact. Yes, the account was shared last year to make sure we were picking up all PMs, but I assure you I was aware of every thing been sent and that you dealt with me almost all the time. I pride myself on my service to affiliates and players and no exception here (despite the hard time some of you give me )
I mean this with no malice but if you would kindly elaborate on why you would not have paid me that would be great. Please also be sure to post up my original confirmed docs to show that I had sent them before I was asked for notarized documents, I would only ask that you blank out the sensitive data only. I wish you and the new owners of the casino all the success in the world but (and this is my personal opinion only) you need to beef up your record keeping and staff control. If the emails where not sent through rival why are they all via casinocontroller.com? If the Notarized docs where confirmed 4 weeks earlier please provide me with the email as I certainly did not get it, but as you don't know where all your emails are being sent from I fear that it would be mute.
OK I'm done for now! Got lots too do, I ask everyone not to take offence at anything I have written I have only done what I thought was right! If I have done anything wrong I need to be held accountable and I have and will continue to provide every bit of data I have on this issue to Bryan or someone he names with full access to the accounts in question. I have a bit more to post but I really must get one with some real work.
I must add that People need to read everything and make sure they have fully digested all information before they make comment, we are all guilty of this from time to time but this thread seems to be plagued with it! Nothing worse than buying something from ebay, for example, and discovering that you did not read the description correctly. I also apologise for my poor English, I am only a scaffolder after all.