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FAQ

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WELCOME TO OUR FAQ SECTION

Below, you will find a selection of the most popular questions and queries submitted by our customers. If you are unable to find an answer to your query, or are experiencing issues that are not dealt with on this page, please contact our customer support team who will gladly assist you.

Q : How do I deposit money into my player account?

A : Once logged-in to your account, go to the Deposit section, select your preferred payment method and follow the instructions.

Q : How do I withdraw money from my player account?

A : First log in to your account and click on the ‘withdraw’ link located at the very top of the page'. From there, select the withdrawal method you want to use and follow the instructions. Please note that you will only be able to withdraw using the same method as you deposited. If you’ve used a Debit/Credit Card, Paysafecard or UKASH we will send your winnings via a bank transfer. If you use NETELLER or SKRILL, your winnings will be transferred back into the same account. This is to prevent fraud and keep your account as safe as possible.

If you want us to talk you through it, contact us at support. We would love to congratulate you on your winnings and help you with your first withdrawal.

For security reasons we can ask our players to confirm their identity upon their first withdrawal by requesting relevant documentation.

Valid identification documents:

Passport, driving license or national identity card. Both the front and the back should be provided. The document must be valid. Your photo, date of birth and any other text must be clearly visible.

A copy of the credit card front and back may be requested, the CVC code should be hidden (3 last digits at the back of the card) We can also request a photo of you holding the identifying document.

Valid address documents:

Recent (within three months) household bills such as electricity, water and telephone bills. Please note that these measures are here to obstruct fraud and maintain the highest level of security to your account.

Q : Which currencies are accepted on Tropezia Palace?

A : Tropezia Palace accepts Euros (EUR), US Dollars (USD), Canadian Dollars (CAD), Australian Dollars (AUD) and British Sterling (GBP).

Q : Where is Tropezia Palace licensed?

A : Tropezia Palace is licensed by the Government of the Netherlands Antilles (Curacao), under the license number 1668/JAZ.

Q : How do I start playing?

A : There are two ways to play on Tropezia Palace. You can play for free with virtual money by going directly to the Demo mode of your chosen game. To play for real money, you must first register and make a deposit.

Q : What are the terms of the bonuses?

A : The terms of the bonuses are unique to each of the offers we provide. Please read our terms and conditions carefully, where you’ll be able to see the exact details, or click on the ‘i’ next to the bonus offer on the deposit page. You can also contact customer support for further information. You’ll be able to see the exact details for each of our fantastic offers.

Q : Can I be sure the games are fair?

A : Tropezia Palace is committed to the highest levels of integrity across all of our casino products, and we ensure that the results of all of our games are determined completely at random. Each of the softwares we use are tested for fairness and are also random number generator (RNG) tested; their latest certificates and results are displayed on their websites. Our payout percentages are reviewed monthly by internationally recognised auditors, Gaming Laboratories International (http://www.gaminglabs.com), an accredited third-party testing facility that provides testing and consulting services to the online and land-based gaming industries.

Q : Do you accept players from around the world?

A : Tropezia Palace accepts all players from countries and regions where online gaming is legal. For a complete list of countries that do not allow online casino game, please read our terms and conditions page.

Q : WHAT IF I FORGET MY USERNAME AND MY PASSWORD?

A : If you forget your login details, please click on the “forgotten your login details” link on the welcome page.

Q : What happens when my Internet connection is interrupted during a game session?

A : If you lose your Internet connection in the middle of a game and cannot log back onto the Tropezia Palace site, you will automatically be disconnected after a small period of inactivity. If you manage to retrieve your connection quickly and were playing blackjack, craps or video poker, you will be redirected to the point at which you left the game. If you were playing roulette or any slot machine, the balance will be updated automatically when you access the game again.

Q : What can I do if a game does not start when I click on it?

A : For a game to start normally, the pop-up blocker on your browser must be disabled. To disable the pop-up blocker on Internet Explorer, for example, click on Tools/Pop-up Blocker/Disable Pop-up Blocker. Once disabled, return to the game and click again to start it.

Q : Can I play for free?

A : All of the games on Tropezia Palace can be played for free on demo mode. To play for real, simply sign-up and make a deposit.

Q : What can I do if the screen is blank after I am connected?

A : In most cases, updating Adobe Flash Player will solve the problem. To download the latest version of the software, please visit: http://www.adobe.com/uk/products/flashplayer. We also advise that you use the Mozilla Firefox web browser, which is the most reliable in its category. You can download it by following this link: http://www.mozilla-europe.org/en/. If you still experience any issue, please contact our customer service.

Q : How to credit my account with Neteller or Skrill?

A : NETELLER and SKRILL (moneybookers) is an electronic wallet (e-wallet) that allows you to make deposits and pay for goods on thousands of sites. The registration process is quick and simple, and account holders can deposit funds into their NETELLER or SKRILL accounts via credit or debit card, prepaid card or bank transfer. Registration is free. Once registered, log-in to your Tropezia Palace account and choose NETELLER or SKRILL as your preferred method of payment.

Q : CAN YOU HELP ME MANAGE MY BUDGET?

A : Once you register to Tropezia Palace Casino, you will have access to the ‘Manage your budget’ tool which will allow you to set how much you want to spend per day, per week or per month. This tool is incredibly easy to use and will ensure you always play within your means. For more information, please visit our ''Responsible gambling'' page.

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The live chat is opened between 10am and 10pm. If you need to contact us outside of these hours, we can be reached via email at support@tropeziapalace.com.
The live chat is opened between 10am and 10pm. If you need to contact us outside of these hours, we can be reached via email at support@tropeziapalace.com.