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Tropica o Tropica

Discussion in 'Casino Complaints - Bonus Issues' started by mrjolio, Nov 25, 2014.

    Nov 25, 2014
  1. mrjolio

    mrjolio Experienced Member

    Occupation:
    Business owner
    Location:
    Crete, GREECE
    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????
     
  2. Nov 25, 2014
  3. davdav5678

    davdav5678 Dormant account

    Occupation:
    Architects
    Location:
    ESSEX UK
    You say there bonuses terms are max bet 1 euro ,You said you placed a bet for 2 euro with the bonus so it should be written in there terms of wager for bonuses chip 10 euro .If they have not got it in there terms then you have a case .If it is written in the 10 euro bonus terms then you wont have a leg to stand on :( You want to double check that . Did you get a email with the 10 free at all ?As terms are and should be included there also have a look at it.
     
  4. Nov 25, 2014
  5. mrjolio

    mrjolio Experienced Member

    Occupation:
    Business owner
    Location:
    Crete, GREECE
    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.
     
    1 person likes this.
  6. Nov 25, 2014
  7. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    I believe that every casino's bonus usually lists the specific terms associated with that particular bonus and also states that general rules apply.

    Since you had not played in years it would have been a good idea to go back to the web site and read all of the T & C since a lot has probably changed.

    I know it sucks, but they do have specific terms for their bonuses; like most casinos.
     
    3 people like this.
  8. Nov 25, 2014
  9. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I thought they opened in 2010 so you must have been playing a ghost casino for a few years first :)

    You are bound by their T&C's and they are a must read.
    You can't expect them to list all about multiple accounts, countries and currencies and all that stuff in that small place they list the specific rules for a promotion.

    I know it feels terrible, but it was free money.
     
    1 person likes this.
  10. Nov 25, 2014
  11. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    I do so, because T&C can change.

    And in the T&C is clearly stated that you can`t wager more than 10% of your free chip in one single bet.
     
    1 person likes this.
  12. Nov 25, 2014
  13. davdav5678

    davdav5678 Dormant account

    Occupation:
    Architects
    Location:
    ESSEX UK
    Hi there

    cheers thanks for the reply ,Your best bet reading up on them .Sorry not much help :confused: but just saying always best to know before hand just a quick live chat before play to ask them . I have always asked before hand before playing as every casino different. All the best:) hopefully you get some joy from your win :notworthy Have you looked up the reps on here they maybe more help
     
  14. Nov 25, 2014
  15. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    Anytime something is written anywhere in the T&C's of a casino and you violate that, intentionally or not, and they deny your withdrawal it's not really fair to call them hustlers or say they scammed you in any way and the part about you not winning on the bigger bets but only on the smaller bets is totally irrelevant.

    I would venture that if there had been a deposit involved and you had no bad history with Tropica they may have reset the bonus for you if you queried it through the appropriate channels.

    The only part I would like to see change is that if a casino has no intention of paying a withdrawal, for whatever reason, that they would tell you that up front and not make the player jump through hoops for no reason.
     
    3 people like this.
  16. Nov 25, 2014
  17. mrjolio

    mrjolio Experienced Member

    Occupation:
    Business owner
    Location:
    Crete, GREECE
    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
     
    1 person likes this.
  18. Nov 25, 2014
  19. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    You're NEARLY right! :p

    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
     
    2 people like this.
  20. Nov 25, 2014
  21. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    Then you need another hobby. :):)
     
  22. Nov 25, 2014
  23. gagamel

    gagamel Professional smurf hunter MM

    Occupation:
    Care Manager
    Location:
    Switzerland
    I needed 2 minutes to read all the important stuff. The T&C`s are always the same for all promotions. Read it and you know how to play there.
     
  24. Nov 25, 2014
  25. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    It happens, learn from it and you have lost nothing, only gained. The vast majority of players here have had nothing but praise for Tropica. Your point #2 above is well taken and should not happen, I feel they should tell you right away when you have fallen afoul of the T&C's.
     
    1 person likes this.
  26. Nov 25, 2014
  27. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    You're correct, and I've been a member there since the first month.
    I wonder if it was for the first Christmas they gave away a free chip every day for a whole month, or it could have been for their one year celebration.

    But I liked them already back then :thumbsup:
     
  28. Nov 26, 2014
  29. Refilliates Casinos

    Refilliates Casinos Dormant account webby

    Occupation:
    Refilliates Brands Casino Manager
    Location:
    Rival Powered
    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
     
    3 people like this.
  30. Nov 26, 2014
  31. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    Occupation:
    IT Director of Operations
    Location:
    Left Hungary
    To have a 10% max bet on a bonus less than $100 is truly ridiculous for any casino. This is a term that needs to be either ditched (removed) or adjusted to the bonus offered. I avoid casinos offering these kind of terms on any bonus.

    To me it is a red flag against any casino saying "we will find any term to disallow a win/withdrawal whatever it takes". I also avoid casinos with max cash-outs. Again this screams out to me as "if you are lucky enough to catch a win, we will find a way to discredit it and deny your winnings".

    A bonus offer should reflect the players loyalty and have no strings attached that are truly hurtful to the player. You will not keep players very long when a bonus offer is a negative to a player. Players know this is just to entice a player to deposit. We really are not as stupid as casinos feel we are by limiting these offers in 10 page long terms and conditions in the details.

    If you want a player to deposit and play at your casino, you need to have terms that are fair and non-convoluted. This is how to hold on to depositing players in the long run. You can keep trying to get hit and run players that won't stay once a win is accomplished..so you defeat the purpose of having depositors stay by ignoring your steady loyal depositors by chasing other players that are in it for the quicky...Truly an amazing concept that most land based casinos already know. JMO.
     
    2 people like this.
  32. Nov 26, 2014
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
    2 people like this.
  34. Nov 26, 2014
  35. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Why don't you check how it really works before you draw your own conclusions?

    The T&C's should be read and they are not trapping anyone. It's common bonusrules that's whitin every casino to read. You can never find all rules when a bonus is on offer.

    So I think it's a bit rich coming from you who have been in this business for so long.
     
    6 people like this.
  36. Nov 26, 2014
  37. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    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'?
     
    Last edited: Nov 26, 2014
    3 people like this.
  38. Nov 26, 2014
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
    2 people like this.

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