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Tropicana Gold - Cashout not processed after 1 month/slow/not responding

Ruling

Resolved - This complaint was Resolved by the team at AskGamblers while we were still talking to the player.

Read our Tropicana Gold Casino Review.

Player's Complaint

Hi,

On 2nd August I did a payout request for €150. In the beginning slow response to nothing at all. After a few days, I put a complaint on the website: askgamblers.com. Then finally I get some response from Tropicana Gold casino, most on the website and some via my email.

On 24th of august I get a mail from askgamblers.com, that they closed my complaint, because the casino is not responding to them. By the way, since yesterday my complaint is reopened, because I ask for that, the issue is still not solved.

I send all the documents/my account was verified/my phone number was verified.

I tell the casino that I don't want a cheque, because in the Netherlands that's not usual, especially not for small amounts, because the fee's are too high. I ask for process via Skrill, and that was no problem. I check my status by the cashier and the last update was on 25th of August. On 29th of August I send a email, ask a simple question: when approximately I can expect that the transaction is completed, but until now no response.

I send a couple of emails after, but nothing. I am busy now for more than 1 month and I dont' know what the problem is. Everything can going on, but tell me please!!! but no, nothing, no response, it's cost me a lot of energy/time/headache etc.

I want some answers please.

Honest is Honest, I like the casino, the site, the software, but the communication is very very zero, I don't understand. For a little time before my last email to the casino, the communication was perfect, I was surprised, but not for long.

I want a solution for this issue, I feel like I'm being fooled and that's not good, because I get a lot of stress off that.

Best regards.

[EDIT]

Read the casino review

4 Responses

User icon
ThePOGG
September 4, 2014

Hi ansoeleman - welcome to ThePOGG.com!

Before I can do anything to help you I need you to provide me with the username and email address you uses at Tropicana Gold. Once I have that I'll contact the casino.

I will state in advance that there have been issues with slow payment at the Firebrand group recently but they have all ultimately been resolved. As such I would expect you to get paid, but it is going to take some time.

Thanks,

ThePOGG

User icon
ThePOGG
September 4, 2014

Apologies ansoeleman,

I hadn't spotted that you'd emailed your username and email address over already.

I'll contact Tropicana Gold now.

ThePOGG

User icon
ThePOGG
September 5, 2014

Hi ansoeleman,

Just to let you know my Tropicana Gold rep has got back in contact and is looking into this issue just now.

Thank you for your email alerting me to the response you received through AskGamblers. Please let me know if this issue is resolved through their service.

Thanks,

ThePOGG

User icon
ThePOGG
September 12, 2014

ansoeleman has confirmed that this issue was resolved by the team at AskGamblers.

As such I'm closing this complaint as 'Resolved'.

ThePOGG

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ansoeleman consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

September 3, 2014

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