Tsars Casino - Player is criticizing withdrawal limits.

Hi

I won 800.000 NOK

The withdrawal in the beginning was good. I had Them double my limits because of my winnings, so all was good.

After a couple of withdrawals, their card system suddenly didnt work anymore.

I opened a skrill account , and it worked fine for a couple of Days, then they had problems with that. Days went on and if I were lucky i got 5000 NOK withdrawn with a couple of days between.

Suddenly i couldnt payout, and they said i hit the limit..... Which is a Lie.

Well i had to wait for a new month to start, so I did.

1. Oktober they wrote...... Thank you for waiting, you can now withdraw 5400 NOK a week. I wrote back and said, in your terms and conditions it says 54000 a week.

Then they wrote, they could change the limit.... So now it will take me 1,5 years to withdraw my winnings.

I dont think thats fair, and its hard for me to believe that they can choose how much they want to payout

Dear Brian,

Thank you very much for submitting your complaint. Firstly, allow me to congratulate you on your great win. Secondly, I’m sorry to hear about your problem while withdrawing it. I have checked terms and conditions, and this is what I found https://www.tsars.com/en/site/termsAndConditions:

"The max. size of withdrawal is €2 000 per day / €5 000 per week / €10 000 per month / €50 000 per year."

Could you please advise if you have accumulated your winnings by winning a progressive jackpot or it’s been a regular game? Do I understand it correctly that the current pace of your withdrawals is 5,400 NOK per week and your selected payment method is Skrill?

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

Hej Petronela

Pengene er vundet på almindeligt spil på "Cygnus" spillemaskinen.

Som sagt i sidste måned gik de med til at fordoble min udbetaling, men der var hele tiden problemer med deres system, så jeg fik slet ikke udbetalt det jeg skulle.

Den her måned satte de så min udbetaling ned til 500 euro om ugen, hvilket jeg mener er under deres egen limit i deres terms and conditions.

De 5400 norske er korrekt, og det er korrekt at jeg bruger skrill.

Jeg har en masse mail korrespondance med dem som jeg lige forwarder til dig.

Med venlig hilsen

Brian ***

Thank you very much, Brian, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Brian.

We are sorry to hear about your negative experience the Tsars Casino. We will do our best to resolve your case as soon as possible and we would like to kindly ask the casino to react.

We would like to ask the Tsars 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Brian.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello, everyone.

Sorry for the late response.

Unfortunately, at the time of the client's inquiry, our duplicate level detecting system was not fully functional. Now we can confidently say that client has registered two accounts in our system, and for both accounts, he used the same payment method. This type of behavior is defined as an attempt to cheat the casino. 

As for the withdrawal limits that the client has mentioned - we can change the limits once a month, as stated in our rules.

8.16 Withdrawal limits set on customers' account may be changed at the discretion of the administration, not more than once a month. This also includes reducing previously arranged withdrawal limits.

Also, we have the right to set limits at the discretion of the casino administration:

8.13 The Casino administration reserves the right to make payments according to an individual schedule, set the minimum and maximum amount per one transaction, and the time for this transaction, which may differ depending on the method of withdrawal, your account level or other relevant factors.

When we suspected that the client was cheating, we contacted the platform to confirm this fact. Unfortunately, it took some time. But at the moment, we are absolutely sure that the client has a second account. Accordingly, all his payments were received as a result of our technical error (we could not find a second account).

At the moment, the client has received withdraws for: NOK 726,113.

And made deposits for: NOK 197,200 + NOK 77,930.

According to Rule 20.6: the customer must return the amount paid to him by mistake (not including commissions), that is: NOK 450,983.

20.6 Where You have used monies which have been credited to Your Account or awarded to You as a result of an Error to place subsequent bets or play games, we may cancel such bets and/or withhold any winnings which You may have won with such monies, and if we have paid out on any such bets or gaming activities, such amounts shall be deemed to be held by You on trust for us, and You shall immediately repay to us any such amounts when a demand for repayment is made by us to You.

We expect this amount to be returned to us - otherwise, we will contact the appropriate authorities.

Paragraphs from our Terms and Conditions that customer has violated: 

4.5 Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts ". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

4.5.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

4.5.3 we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us.

5.1 You warrant that:

5.1.1 the name and address You supply when opening Your Account are correct; and

5.1.2 You are the rightful owner of the money which You at any time deposit in Your Account.

5.1.3 By making a deposit you confirm that the payment method used for the deposit belongs to you only and cannot be used by anyone else.

All necessary documentation and proof has been sent to jozef.k@casino.guru

Tak for jeres svar.

Den gevinst der er vundet, er vundet før den anden konto blev oprettet.

Det skal også siges at der på ingen måde er forsøgt at snyde, da jeg hverken har brugt free spins eller bonusses da jeg spillede.

Den anden konto er kun oprettet med henblik på at kunne spille lidt, imens jeg udbetalte min gevinst fra den første konto.

Da jeg så at man ikke måtte have 2 kontorer, bad jeg jer om at lukke den ene. (Den sidste jeg oprettede) . På det tidspunkt havde jeg tabt omkring 79000 nok på den.

Dear Tsars Casino team.

Thank you for your cooperation. Please, could you react?

Firstly: 

Just because the customer requested duplicate account closure doesn't change the fact that the rules were broken. 

Secondly: 

Customer in a cryptic way, now tries to imply that he honestly came trough and admitted that he had two accounts without any bad intentions. 

That's just simply not true. Customers "there has been no attempt to cheat" stance is taken only now when we have detected his duplicate account and this matter has gone public. 

Until now, we have received four messages from the duplicated account: 

1) Hey When will card cashout be aviable?

2) Hi i paused my account 10 min ago by a mistake 

3) Hi, what Days does the weekly and monthly withdrawal limit reset??

4) Hi Will you please close my account 

No mentions about two accounts. 

Also important to note: That three of these tickets came from 'Johh' 

(screenshots sent to jozef.k@casino.guru)

This also leads us to believe that customer was deliberately hiding his identity, being well aware that having multiple accounts is not allowed. As it is not allowed in almost every online casino. 

Thirdly: 

The second account was closed right after we changed customers' withdraw limits. 

This further implies that the customer got nervous and tried to cover his tracks.

In conclusion: 

We are confident in saying that customer has manipulated our casino and our rules. 

We are still waiting for funds to be returned by the customer.

Hello there,

Dear Tsars Casino team,

thank you for your cooperation in this case.

Dear Brian.

I can confirm that we have received relevant proofs from the casino. I am very sorry, but since you have clearly breached the T&Cs of the Tsars Casino, we believe that you are not entitled to receive your winnings. Unfortunately, we are forced to reject your case.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru