Casino Tropez - O jogador está lutando para receber um reembolso.

Today I created an account at Casino tropez, I found it to be reliable. Chat is a bot that only redirects to articles.

Initially, they took a while to process my deposit via wire transfer. After that I logged in and they said I won 100 free spins on a slot that had no terms and conditions. When I went to see it, my account had just over 6 thousand reais. I imagine that they put a bonus since to withdraw I have to move 180 thousand reais. I will never have that money. I sent an email asking to remove the bonus, no response. I sent an email because I couldn't log in, they didn't respond. And after I logged in, I can't play anything. I just want my money back.

Hoje eu criei uma conta no Casino tropez, achei que era confiável. O chat é um robô que só redireciona para artigos.

Inicialmente, demoraram para processar o meu depósito via transferência. Após isso, fiz login e disseram que ganhei 100 rodadas grátis em um slot que não tinha termos e condições. Quando fui ver, minha conta tinha pouco mais de 6 mil reais. Imagino que tenham colocado um bônus já que para sacar eu tenho que movimentar 180 mil reais. Eu nunca terei esse dinheiro. Enviei e-mail pedindo para remover o bônus, não responderam. Enviei e-mail porque não estava conseguindo logar, não responderam. E depois que loguei, não consigo jogar em nada. Eu só quero meu dinheiro de volta.

Dear gabilimass,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello.

My funds are intact.

I would like to remove the bonuses and be able to play. An error appears in all games

Olá.

Meus fundos estão intactos.

Gostaria de remover os bônus e conseguir jogar. Aparece um erro em todos os jogos

I've already sent several emails to tropez casino and they only accept me to play slot, casino doesn't open. I want to withdraw my funds and I can't. Now nobody answers me. They say they will send an email with instructions and they don't. I will probably lose 3500 reais due to the badness and irresponsibility of this casino.

Já enviei diversos e-mails para o cassino tropez e só aceitam que eu jogue slot, cassino não abre. Quero retirar meus fundos e não consigo. Agora ninguém me responde. Dizem que vão mandar email com instruções e não mandam. Provavelmente vou perder 3500 reais por ruindade e irresponsabilidade desse cassino.

Guys, help me. The casino won't let me cash out even though I sent documents. It doesn't send confirmation emails, it doesn't send SMS, I can't use my balance for anything other than slots...and I wanted to play roulette...and when I try to get my money back, there's no withdrawal option.

Gente, me ajudem. O cassino não me deixa sacar, mesmo eu tendo enviado documentos. Não envia email de confirmação, não envia SMS, não consigo usar meu saldo para nada a não ser slots...e eu queria jogar roleta...e quanto tento reaver meu dinheiro, não tem opção de saque.

The casino is not:

Responding to emails, does not allow me to play roulette, does not send emails so I can withdraw and only lets me play slots, to collect, of course. And I don't want that. I didn't sign up for this. I want my money back. I made a video showing the disrespect of the Casino with the consumer. This value is high, I can't lose. This is theft, people. Help me. How much bad faith in those who trusted.

O cassino não está:

Respondendo e-mails, não libera para eu jogar em roleta, não enviar e-mail para que eu possa sacar e só me deixa jogar em slots, para coletar, certamente. E eu não quero isso. Não me cadastrei para isso. Quero meu dinheiro de volta. Fiz um vídeo mostrando o desrespeito do Casino com o consumidor. Esse valor é alto, não posso perder. Isso é roubo, gente. Me ajudem. Quanta má fé em quem confiou.

Thank you very much, gabilimass, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

How do I talk to branislav.b@casino.guru

Como eu falo com branislav.b@casino.guru

Help me please

Me ajudem, por favor

Hello, gabilimass,

Thank you for your email, and l am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Tropez's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Tropez Team,

Could you please provide us with an explanation of the player's situation in more detail? What needs to be done on the player's side for the casino to return her initial deposit? Why is the player not allowed to play Live Casino games?

Thank you in advance for providing the information.

Thanks for the help.

Muito obrigada pela ajuda.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear gabilimass,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

However, the casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

In case of any questions, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru