CLOSED [due to inactivity of the submitter] - Tropicana Gold Casino Issue

I had a non deposit chip for a new member sign up and the max cash out is $150. I hadn't finished playing the chip and returned sometime after I signed up. After playing on the chip, I had been involved with chat because unlike other casinos, such as RTG where you can clearly see what you have played through and what is left to playthrough, I did not know this with this casino. I also asked what was the value of the free chip because I forgot. I was told that it was $25 non deposit and that I had 130 left. I wagered the 130 and now I have a balance of $150.55 in the account. When I began asking questions about the withdrawal procedures, I was told that I wasn't eligible because my bonus was still active. When I stated that I made the playthrough, which was based on what the agent told me that I had left to play, and questioned further about the withdrawal process, I was told to contact accounts at the casino for any further questions. The account department has only acknowledged that I sent an email but that's all. There has been no further response or explanation as to why they said my bonus was still active or why I can't cash out. Has anyone else had a problem with this casino? I know that about 5 or so years ago, I had a similar problem with another one of this company's casinos, Rome Casino, regarding a deposit that I made. I wasn't allowed to get my winnings after the playthrough. It seemed they changed the rules as they went along after stalling and ignoring me. I find that this company's agents are very friendly when the agents come on chat and answer basic questions but then ask them anything that has to do with formal procedures or withdrawals, they either can not or will not respond adequately to troubleshoot the problem and then they kick you to someone else who will either ignore you for an inordinate period of time or look for reasons to allege that you are not eligible to withdraw almost like a bait and switch routine. I hope this isn't the case with Tropicana Gold, too. Often players defend casinos by stating that they get a bad rap and there have been casinos that I have had a good experience with while others have complained about them. I just want to be fair in my approach but at the same time I would like to be treated with the same fairness. 

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