Tropicalgardencasino.com - WARNING

Dirk Diggler

Dormant account
Joined
Mar 21, 2004
Location
UK
Received an email from these offering a 500 match bonus for joining up. Upon checking the site I could see they used Chartwell software (Spinroom, Sandpiper etc) so seeing as I've always enjoyed playing on the software and never heard of anyone having any problems with their licensees I thought I'd give them a go.

The terms and conditions for the bonus were stated as follows on the site, and I also emailed support who confirmed them:

Our 100% Bonus are awared when the deposit has been rolled 10 times
within 15 days. You can receive a Maximum of $500 dollars in Bonus. The
Bonus is available on the following games, Slots, Video Poker, Three Card
Poker, Paigow Poker, Casino Stud Poker, Casino War and Blackjack. Bonuses
are automatically award when the criteria has been met

So I deposited 500 and wagered 5,000 on blackjack, at which time no bonus was given. So I emailed support who replied saying that because I played single deck blackjack it didn't count. :eek2:

Note they mention Slots and Video Poker as being fine in the T&Cs without naming the specific games so how can they argue that Blackjack doesn't cover all blackjack games?

Anyway they admitted the wording was misleading and said they will 'see what can be done'. After a few days I email them to find out what is happening - no reply, emailed them again a couple of days later - again no reply. So in the end I ended up emailing them saying that unless they reply to my emails I will post my experience on the gambling message boards - this time I get a reply (I wonder why that was? ;) )

They say that they answered my question and to see the site for my details. To my amazement all they've done is change the T&Cs on the site - now they don't include blackjack at all.

Anyway, you clearly need to be extremely carefull with this lot. As explained they use Chartwell software which, as you'll know if you are familiar with, shows the bonus as pending as soon as you make a deposit. At no point did the bonus show as pending so obviously there was no way the bonus would be given automatically as they claim.

Also they seem like a one man band to me, all support was done by a guy called Sean - who was also the name on the initial email invite.

They don't accept credit cards for deposits, only Neteller etc, however when you go to withdraw they only pay you by bank draft or some obscure methods (not back to Neteller) - very strange indeed (I wonder how long I'll have to wait for my cashin?).
 
I played there too, probably from the same promotional email round.

I too deposited 500 from neteller.

The bonus showed pending for me.

I played a little single deck Blackjack, followed by over 5000 (the turn required in their faq at the time I played).

The bonus didn't become available.

4 days later, after several emails had gone unanswered and my attempts to call them had gone in vain (the website has the wrong country code 001 rather than 011) and dialling the right number gives a recorded message, I decided to withdraw my money.

The cashier is confusing, saying variously, withdrawls will be processed in 7-10 days or 24 hours (when looking at the actual withdrawl screen).

I tried for a bank wire withdrawl, it's been sat there for 9 days and I still have had no response to my emails regarding either the bonus or the withdrawl.
 
So let me get this right, you wagered the required 5K on other games apart from single deck blackjack and still didn't get the bonus?

Just out of interest what games did you play? I assume they were on the list of allowed games? If so that stinks - they give me some bull that single deck blackjack doesn't count (without mentioning it in the T&C's), and they don't even give you the bonus - or a reply to why not.
 
Dirk Diggler said:
So let me get this right, you wagered the required 5K on other games apart from single deck blackjack and still didn't get the bonus?

Just out of interest what games did you play? I assume they were on the list of allowed games? If so that stinks - they give me some bull that single deck blackjack doesn't count (without mentioning it in the T&C's), and they don't even give you the bonus - or a reply to why not.

Hi Dirk and SomeOtherSucker;

I think these two instances need to have "Pitch a Bitchs" filed on them so the Casinomeister can take a serious look at these when he returns, which I'm thinking shouldn't be long now.

Thanks to the both of you for posting this information. Have a good one.
 
Cheers Cipher - will do.

I was waiting to see whether they paid me my withdrawal in a timely fashion before resorting to that - but seeing as they haven't paid SomeOtherSucker in their time frame I may as well do.
 
OT - sorry... Cipher, I presume you are home now? I am so sorry I only got to meet you for about 5 seconds before you ran off with Dean LOL. I was really looking forward to chatting with you.

I am off to LA tomorrow for a couple of days, then to Tokyo on Monday. I got my ass kicked big time in Vegas, but finally... finally... after thousands of bucks down the tubes, I got dealt four deuces at the 4x level on Multi Strike Poker for $1K... representing about 12.5% of my losses LMAO.

Next year, Planet Hollywood (currently known as the Aladdin) had better send me a limo and put me in a big suite... but I will never play nickel slots again... sheesh...
 
spearmaster said:
OT - sorry... Cipher, I presume you are home now? I am so sorry I only got to meet you for about 5 seconds before you ran off with Dean LOL. I was really looking forward to chatting with you.

I am off to LA tomorrow for a couple of days, then to Tokyo on Monday. I got my ass kicked big time in Vegas, but finally... finally... after thousands of bucks down the tubes, I got dealt four deuces at the 4x level on Multi Strike Poker for $1K... representing about 12.5% of my losses LMAO.

Next year, Planet Hollywood (currently known as the Aladdin) had better send me a limo and put me in a big suite... but I will never play nickel slots again... sheesh...

It seems to me that you weren't doing all that badly with the ladies though. Every gal in the house seemed to be congregating around the "SPEARMAN."

In any event we will get together at the next function for sure. I couldn't believe the noise level in that place. Seriously Spear have a safe trip home.
 
Lost around 13k on my trip to mirage last year.
I wasn't far off... LOL... had $400 in cashback waiting to be collected too.

I ended up giving that $1K win back and then some as I desperately chased my losses on the last night LMAO.
Every gal in the house seemed to be congregating around the "SPEARMAN."
LOL... quite funny because once inside they all deserted me! But those gals are nice girls that I had known for some time virtually but never met in person. I was really looking forward to chatting with you though... but still glad I got to shake your hand :)
 
SomeOtherSucker said:
I played there too, probably from the same promotional email round.

I too deposited 500 from neteller.

The bonus showed pending for me.

I played a little single deck Blackjack, followed by over 5000 (the turn required in their faq at the time I played).

The bonus didn't become available.

4 days later, after several emails had gone unanswered and my attempts to call them had gone in vain (the website has the wrong country code 001 rather than 011) and dialling the right number gives a recorded message, I decided to withdraw my money.

The cashier is confusing, saying variously, withdrawls will be processed in 7-10 days or 24 hours (when looking at the actual withdrawl screen).

I tried for a bank wire withdrawl, it's been sat there for 9 days and I still have had no response to my emails regarding either the bonus or the withdrawl.


10 business days come and gone.

No progress on the cashin.

No response to any emails.
 
Has the DD issue been taken care of? The casino sent me an email while I was away stating that there was a initial agreement between you two. Please let me know what's up.

One another note, they have mentioned that they are not a "one man show" They stated, "What we do at TropicalGarden is to assign each customer care representative to a particular customer so as to provide dedicated customer service."
 
Hi Bryan,

No nothing has been sorted with these for myself. As stated initially they REFUSED to give the 500 bonus they advertised, and haven't paid me the withdrawal I made on the 6th of this month (with no bonus given at all).

I've sent them two emails asking what is happening with my withdrawal and they haven't responded.

There was certainly no agreement of any kind made with me and themselves - this is just a blatant lie if they told you that.

Cheers
 
Managed to get anywhere with this Bryan?

It's now coming upto a month since I made the withdrawal and they haven't paid me a thing - not to mention refusing to give me the bonus after meeting their T&Cs.

I've emailed them FOUR times to ask what is going on with my withdrawal and they haven't responded once.
 
Dirk Diggler said:
Managed to get anywhere with this Bryan?

It's now coming upto a month since I made the withdrawal and they haven't paid me a thing - not to mention refusing to give me the bonus after meeting their T&Cs.

I've emailed them FOUR times to ask what is going on with my withdrawal and they haven't responded once.

ditto to all of the above, no email responses, no one answers the phone, my withdrawl still shows as pending and the bonus has not been credited.
 
Another week and still no payment (not to forget the refusal of the bonus).

Sent them another two emails to which I've got no reply - ABSOLUTE SCUM, keep well away from these everyone.
 
They've paid me now, but to neteller rather than the bank wire I requested.
There's no sign of the bonus and they've still not responded to any of my emails.
 
Dirk Diggler said:
Also they seem like a one man band to me, all support was done by a guy called Sean - who was also the name on the initial email invite.

They don't accept credit cards for deposits, only Neteller etc, however when you go to withdraw they only pay you by bank draft or some obscure methods (not back to Neteller) - very strange indeed (I wonder how long I'll have to wait for my cashin?).

Two observations (with no offense intended for the casino in question): one, there is no such thing as a one-on-one dedicated customer service for online casinos. The average marketing company or department has perhaps an average of 1-3 people managing a single casino, so your experience of one person apparently doing everything is not unusual (even if they mean well by trying to give the impression of dedicated service).

Two - be leery of casinos that a) don't accept credit cards (the customer's resort for complaints if he gets poor/no service), and b) ones that pay withdrawals either through only slow methods (wire transfer/bank draft) or not back by the method used to make the deposit in the first place.
 
I thought I followed up on this, but I got your issue confused with another case. I've just emailed him now.

He's already mentioned to me that he had no problem paying you your deposit and winnings, but there was a probelm with the bonus terms. They admitted their mistake and corrected it. He also mentioned that you two had some sort of an agreement. Are you telling me they are not responding to your emails, or are you making further requests. Please let me know what the situation is.
 
casinomeister said:
I thought I followed up on this, but I got your issue confused with another case. I've just emailed him now.

He's already mentioned to me that he had no problem paying you your deposit and winnings, but there was a probelm with the bonus terms. They admitted their mistake and corrected it. He also mentioned that you two had some sort of an agreement. Are you telling me they are not responding to your emails, or are you making further requests. Please let me know what the situation is.

The situation is they haven't paid me, ignore all my emails, and refused to give me the bonus when I met their terms and conditions for it.

I've been waiting nearly two months since making a withdrawal and haven't received a thing. Sent them at least 10 emails asking what is going on with it and they've never responded once. Rather strange don't you think if they haven't got a problem paying me it?

For the record they owe me 975 PLUS a 500 bonus that they are refusing to give me (which I've given up on TBH)

Also we have NEVER had any sort of agreement whatsoever.

Regarding the bonus terms - if they made a mistake with them, then clearly that is their issue. I (and at least one other) met them and then they refused to give the bonus - do you consider that to be acceptable practice?
 
Hi,

Just been sent an email by yourselves and just had a couple of questions regarding joining.

I see you offer a 100% Bonus for new members, from lookig at your FAQ section it appears that the maximum bonus is $500 - is that correct?

Also I see you have the option to join in GBP, as I live in the UK this is my preferred currency and I just wondered if the bonus was the same in this currency?

Kind regards

Steve

Hi Steve,

Yes, you are correct, the maximum bonus is $500 in your currency. Therefore, if you depsoit using GBP then you will get 500GBP.
I hope this answers your questions. If you have any other questions feel free to ask.

Sean
Customer Care
www.TropicalGardenCasino.com

Hi Steve,

Regarding your question:
How do I receive my BONUS?
A: Our 100% Bonus are awared when the deposit has been rolled 10 times
within 15 days. You can receive a Maximum of $500 dollars in Bonus. The
Bonus is available on the following games, Slots, Video Poker, Three Card
Poker, Paigow Poker, Casino Stud Poker, Casino War and Blackjack. Bonuses
are automatically award when the criteria has been met.

I hope this answers your question. If you have any other questions feel free
to ask. I have also entered you into this months GetAway GiveAway. I must
say you stand a great chance.

Sincerely,

Sean
Customer Care
www.TropicalGardenCasino.com

After meeting their terms and the bonus not being added I emailed them to find out why. They claimed single deck blackjack did not count but would 'look into' what could be done.

Upon chasing it up they replied:

Steve,

I have replied to your question. And as stated on the email regarding Blackjack is the bonus applies to regular black jack. However, I would also look into the explanation on the site.

Sincerely,

Sean
Customer Care

To my amazement they had just changed the terms to not include blackjack at all :eek:

To which I replied:

Well Sean - you may have changed the site, but when I joined yourselves the site clearly stated that blackjack was fine for the bonus (I have a screen shot of this and also an email from yourself stating this).

Your joke statement that it only is for 'regular' blackjack does not brush with me - note you say 'slots' and 'video poker' can be played, you don't name each individual type so how can you claim that is the case with blackjack?.

I have also read that another player joined yourselves and wagered at 'regular' blackjack and he has not got the bonus either. Advertising bonuses and then not giving them will just do you damage in this industry.

It will quickly spread around the online gambling world that you aren't to be trusted and players wont join yourselves. You admitted in your email that your terms were unclear and said you would 'see what you could do'.

If you can just answer me one final question - are you or are you not going to give me the bonus that I have met the requirements for when joining yourselves?

If the answer is no, then I will certainly spread my experience with yourselves over the online gambling forums.

Rgrds

Steve

Steve,

We realized the ambiguity in the statement and have since corrected it. I have been discussing this with management and they have yet to give me an answer. However, you are being unreasonable and actually treatening the casino if your demands are not meant. This is not the way to solve a problem. It will only create many more problems.

Sincerely,

Sean

Note: their 'correcting of the ambiguity of the statement' was purely to remove blackjack altogether.

Sean,

It's been well over a week now since I first contacted you about this but you still do not have an answer to it.

I sent you two or three emails which were ignored, it was not untill I informed you I would be posting my experiences in the gambling forums that you even bothered to answer - I think that says alot.

I've already read one story of you not giving the bonus to one player who played regular blackjack and just ignored their emails, so to be honest I really don't trust you after hearing that.

Surely you can understand why all this causes me concern? But anyway seeing as I'm a reasonable person I'll give you till Friday te get an answer for me, if not I'll be going public with my experience.

Kind regards

Steve

Steve,

We regret we cannot honor the bonus because the conditions has not been met.

Sincerely,

Sean

Then after I made my initial post here I received this:

Steve,

You are blackmailing the casino. We never did say that you would not be paid. What is in question is your bonus. Not your winnings or your deposit. Therefore your statment on casinomeister is fraudulent. You have not received your demands so are forcing us to comply with you. Please be reasonable. We will pay you and yes you can also you make a withdrawal using Neteller. And for your information we are not a "one man show" what we do is assign a representative to each customer so as to improve customer service. Each employee is dedicated to providing the best customer care possible, by assigning an employee to a customer it will allow dedication and commitment to each customer.

Sincerely,

Sean

To which i replied:

Sean,

The fact is I met the terms for your bonus as they were and you refused to give it to me, and I know of at least one other player that also did and they didn't get it either (they played regular blackjack, so what was your excuse for them?).

This is just bad practice and you will quickly get a bad reputation in the gaming world by doing things like that. This is false advertising is certainly much more fraudulent than what I've posted on Casinomeister.

I've not posted a thing that isn't true, and I'm certainly not blackmailing you - I'm just warning other players how you've treated me. They can then make their own judgement.

You also need to look up the definition of blackmail, it involves trying to get money that isn't rightfully yours - not money that is owed.

Kind regards

Steve

They've never replied to anything I've sent since.
 
Slam Dunk Dirk

Dirk,

This is a slam dunk. There is only one right thing. Honor the bonus and pay you the money. Then they should apologize and give you a bonus for the dishonest behavior.

Glad CasinoMeister is watching this for you. Keep us posted.

Stanford.
 

Users who are viewing this thread

Meister Ratings

Back
Top