Tsars Casino - Pelaajan kotiutus on viivästynyt.

Good morning,

On 05.06.2025, I ordered withdrawals from Tsars Casino for the amounts of PLN 4,000, 4,000, 2,000. Withdrawals for the amounts of PLN 2,000 and 4,000 were transferred to my account immediately, and one withdrawal for the amount of PLN 4,000 has not reached me to this day. On the same day, I also ordered 5 withdrawals of PLN 2,000, one of which also did not reach me, but after a complaint, the casino returned PLN 2,000 to my player account. In the case of a withdrawal of PLN 4,000, they consider the withdrawal to have been made. This is not the first time I have filed a complaint about a withdrawal, because it often happens that money disappears from the player's account and the money does not reach the bank account. I have always filed complaints after 3 days and there were no problems. Tsars returned my funds. Unfortunately, this is the first time that Tsars is doing everything not to pay me money. They sent me some ARN/RRN numbers to check the transfers in the bank, but my bank is not able to check the incoming transfers. I am sending the conversation with the bank, the bank statement and the SS of the ordered withdrawals in the attachment

Dzień dobry,

Dnia 05.06.2025 zleciłem wypłaty z kasyna Tsars na kwoty 4000,4000, 2000 PLN . Wypłata na kwotę 2000 i 4000 przyszły na moje konto od razu, a jedna wypłata na kwotę 4000 do dnia dzisiejszego do mnie nie dotarła. Tego samego dnia zleciłem także, 5 wypłat po 2000 PLN z czego jedna także do mnie nie dotarła, ale po reklamacji, kasyno zwróciło mi 2000 PLN na konto gracza. W przypadku wypłaty kwoty na 4000 uważają, że wypłata została zrealizowana. To nie pierwszy raz kiedy składam reklamacje na wypłatę,bo często się zdarza, że pieniądze z konta gracza znikają, a pieniadze nie trafiają na konto bankowe. Zawsze po 3 dniach składałem reklamacje i nie było problemów. Tsars zwracał mi środki pieniężne. Niestety teraz jest pierwszy raz kiedy Tsars robi wszystko, żeby nie wypłacić mi pieniędzy. Wysłali mi jakieś numery ARN/RRN, żebym sprawdził przelewy w banku, ale mój bank nie jest w stanie sprawdzić przelewów przychodzących. W załączniku przesyłam rozmowe z bankiem, wyciąg z konta bankowego i ss zleconych wypłat

Dear ZSOCZEK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help us better understand the situation and assist you efficiently, could you please provide answers to the following questions:

• Have you sent your Revolut statement to the casino as suggested by the customer support?
• Have you attempted to contact the casino customer support for updates on your withdrawal?
• Have you used the same payment method for all three withdrawals?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear ZSOCZEK,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.