The player from Germany had his account blocked and bonus winnings seized after he had missed several attempts to complete the phone verification.
Tsars Casino - Player’s account has been closed, winnings confiscated, and deposit refunded.
Amount: €3,500
Tsars Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello,
Beware of tsars.com!
I signed up at Casino Tsars.com on June 27th, 2020, deposited € 200 and received a 100 percent bonus. The maximum allowed bet was € 2, which I did not exceed in the bonus phase.
The same evening I had fully implemented the bonus and stood an amount of € 3500, which I now wanted to withdraw.
I uploaded documents (ID and bank details) and my account was verified immediately. So I applied for a bank transfer and the withdrawal status was approved.
Funny thing was that a ticket email came with the sentence
"We are looking into your withdrawal request, please bare with us."
In chat I was told that this was a letter and I should be patient. Here is the email after the payment request:
Ahoy, ***
Withdrawal request
We are looking into your withdrawal request, please bare with us.
Status: Requested
Amount: EUR 3500.00
Fee: EUR 0.00
Reference number: 550902
Please be advised that all withdrawal requests are processed within 2 business days from the rejected date. Once approved withdrawals might take up to 7 business days to reach the destination account depending on the withdrawal method chosen.
If you have any questions regarding this transaction, please contact support@tsars.com. Thank you for choosing Tsars.
Best regards,
Tsars transaction team
************************************************** ***
After a few days I asked and got an answer that my account was being examined, but I didn't have to worry because this was a standard procedure. I kept asking whether more documents were needed. Always the same answers that it takes time and I shouldn't worry.
Yesterday on July 9th, 2020 I received the following email:
To: you details
Hi, ***,
Thank you for your patience.
I have not the best news, but we have to apply our rules fairly to every player.
You have breached our Terms and Conditions.
13.8 If our security department can't fully verify clients account and have reasonable suspicions that fraudulent activity is at play, clients winnings can be voided and account blocked.
8.12. You agree that Tsars reserves the right to cancel any payments in the event of you being suspected of fraud, collusion or illegal activity or if the Casino is monitoring the account balance or the received withdrawal request. In these cases, the Casino may start and / or take part in and / or help in the investigation of the circumstances and you agree to support and aid any such investigation.
Our security department tried calling you many times (+ 49179XXXXXX7) and you didn't pick up.
Unfortunately, this is basic verification step that needs to be done, if customers game-play and behavior is determined as suspicious.
Therefor your account is closed, winnings seized and deposit refunded.
The decision of the management is final.
If you have any other questions, don't hesitate to contact our live support.
Best regards,
Joseph
************************************************** ***
I am working and do not have my private cell phone with me. I can only be reached in the evening. I also immediately sent them a current cell phone bill (with the same phone number, my address, and bank details). But the casino again informed me that they would stick to their decision. They still wrote to me that they cannot take comfort into account.
Here too the email:
Hi, ***,
Thank you for your patience.
I completely understand your situation and frustration, but unfortunately decision has already been made.
These verification procedures by our security department are very strict and straight forward.
We try to be as forthcoming and loyal as we can, but in cases where full verification is necessity - rescheduling to players convenience is not possible.
If you have any other questions, don't hesitate to contact us.
Best regards,
Joseph
Tsars - Where the limits go past the skies
************************************************** ***
I hope (dear casino guru team) that you can help me.
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Neptun,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if there has been any other attempt to verify your phone number, any authorization code sent to your phone in the past? Was the phone verification the only obstacle between you and a successful account verification or you’ve been advised to provide additional personal documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
Thank you for supporting me on this matter.
I have never received a verification call from a casino before. Usually an SMS comes with a code.
I asked Support regularly whether documents are still needed. I always got the same answers. I should be patient, the casino would contact you if something was missing.
I received no recommendation from support that I should send further documents, nor was I advised that the security department had tried to call me.
It can't be that € 3,500 is withheld just because you miss a few calls that I didn't even know were from the security department. I had no chance to call the casino back. (unknown number).
I can still prove everything. My deposit, my account, my address, my mobile number.
I am really desperate. I never cheated, no double account, the bonus conditions were not violated, I played alone, etc.
In the bonus phase, I won around € 2,500 in a RED Tiger slot with a € 2 bet. This made it not so difficult to get through the bonus phase. I went through them in one go. (With Pragmatic games and slots from Play N Go). Some games went well, others less, as is the case in the casino.
At the end I was over € 4,200, but lost something in the end, so that I ended up with € 3,500.
All in all, I am still cooperative and would like to complete the verification.
Best wishes
Neptune 07
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3 years ago
Thank you very much Neptun 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.
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3 years ago
Hello Neptun.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Hello, Neptun07
Verification call is a common practice when KYC procedures are applied.
Especially if customers game-play and behavior is defined as suspicious and potentially fraudulent.
When you provided us with your phone number, validation responsibility lays on you.
Our security department called you three days in a row. On two different time frames - morning/noon.
As we already explained in cases where full verification is necessity - rescheduling to players convenience is not possible.
It contradicts the point of callback nature.
We are willing to grant the possibility that this situation is an unfortunate coincidence of events and you truly where not able to pick up the phone for all our 10+ calls, but that doesn't change the fact, that security department of our platform couldn't verify your phone number, therefor verify your account in general.
Paragraph from our Terms&Conditions:
13.8 If our security department can’t fully verify clients account and have reasonable suspicions that fraudulent
activity is at play, clients winnings can be voided and account blocked. Institutions of Your identity and of any
suspected Prohibited Practice by You, and You shall cooperate fully with us to investigate any such activity.
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3 years ago
Dear Neptun.
Please, could you provide us with explanation why you are still missing the calls?
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3 years ago
Translation
Monday July 20th, 2020: no call
Tuesday 21.07.2020: no call
Wednesday, July 22nd, 2020: no call
I really don't understand. Support writes that no calls are necessary, I could play.
However, my account is still closed.
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3 years ago
Translation
Thursday 07/23/2020:
an unknown call at 12:41 p.m. CEST that I couldn't answer.
I don't know if it was from Tsars.com or an advertising call.
Here is the information again:
I have a job, have a lot of customer conversations, and cannot stare and wait at my private cell phone all the time during my working hours, hoping the casino will call me.
I can now be reached more often, but it also happens that I cannot answer every private call. (Meetings, driving, customer discussions).
I also have my private cell phone with me and I try to answer the calls as often as possible. Unfortunately, so far it was only advertising calls from other casinos.
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3 years ago
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Friday, July 24th, 2020: no call
Saturday 25.07.2020: no call
Sunday 26.07.2020: no call
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3 years ago
Hello, everyone
Security department of our platform closed this case two weeks ago (09.07.2020), after multiple callback attempts
and unsuccessful verification process that lasted more than a week.
When this complaint was applied for CasinoGuru, we made an additional callback on Thursday (24.07.2020), also without any results.
As I already mentioned in my previous response: "Rescheduling to players convenience is not possible"
At this stage, unfortunately, case re-opening won't be considered.
We are terribly sorry that events turned out as they did.
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3 years ago
Dear Tsars Casino team.
Please, could you provide us with proof sustaining your claims (24.7.2020 is sufficient)? I will of course mark it as sensitive information (not visible for public).
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3 years ago
Dear Neptun.
Please, could you specify your common working hours, so the casino may call you in much suitable time? Is it ok after 14 PM? I can see the common call times were around 12 PM which is understandable that not every type of job allows us to pick up the phone.
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3 years ago
Translation
Hello everybody
after 3 p.m. I have to finish work and can take the calls.
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3 years ago
Dear Tsars Casino team.
Please, could you do the verification call at least one more time after 3 PM during the workdays? Since it is understandable that the player cannot answer the phone when he is at work.
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3 years ago
Hello, everyone.
Unfortunately, as in our all past cases, we have specific verification time frame.
If customer is unable to provide all necessary documentation within a week or at least a reasonable period,
we will return deposit and close account. This restriction also includes phone number verification.
To often we have encountered clients who are falsifying documents and trying to manipulate other people for successful withdraw purposes.
If there wasn't any time restrictions for verification, then even the most outrages and obvious fraud could find time and ability to forge necessary documentation.
In this case, we have repeatedly called client, as well as called him after complaint was opened in this platform.
Security department will not wait for client to decide to undergo verification and once again -
rescheduling to players convenience is not possible. A lot of attempts have been made.
This matter is closed on our security departments side and deposit has been returned to the client.
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3 years ago
Translation
Hello,
I always sent all documents immediately, including the last invoice from my telephone provider. I can also send you a certification of my identity card. You could even check the phone with a code.
A profit of € 3,500 cannot be withheld just because you work, you have to make your money, and you missed a few calls.
When I called on July 1st, I didn't even know the casino was trying to reach me.
The support makes false statements.
After missing the repeated call, I immediately contacted the security department and asked for a new call. Unfortunately unsuccessful!
What else should I do?
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3 years ago
Dear Tsars Casino team.
Thank you for your cooperation in this case.
Unfortunately, we believe the verification call should be an attempt to reach the player. From the skype proof you have provided, it is obvious, you have called the player 1.7.2020 - 4 calls in one hour and
23.7.2020 -1 call, both days around 12 PM from the skype number which is also not very common.
'If there wasn't any time restrictions for verification, then even the most outrages and obvious fraud could find time and ability to forge necessary documentation.'
This statement contradicts your July 23 call.
I am sorry but I cannot see the motivation to really reach the player with these attempts. The calls from the first July can be counted as one attempt since there were 4 calls in one hour and the second call was because of this complaint also in the similar time (around 12 PM).
Since the player has provided you with all the documents on time and clearly explained why he could not answer the phone, we do not consider your attempts to be completely relevant. We are convinced that the player should be reached in random times and multiple days.
Please, could you revaluate the case or is this your final decision?
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3 years ago
Translation
Hello everybody,
05.08.2020 14:38: the verification call!
Finally it worked today and Tsars Casino reached me.
My English is unfortunately not that good, so I didn't understand some of the questions so well. For example, I was asked what was my 3rd highest win or my last slot I played.
I remembered my highest win. Even on the date of my win.
After the high profit of Red-Tigerslot I just wanted to play through the bonus and did not pay close attention to the amount of the winnings of the others.
I hope that despite the language barrier, I was able to prove that I played honestly.
Best wishes
Neptune 07
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3 years ago
Hello.
Customers account has finally been verified and payouts will be processed.
Thank you CasinoGuru for your help.
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3 years ago
Translation
I hereby confirm that my account has been reopened.
At the moment I can only withdraw € 500 / week, which is correct on the part of the casino.
As soon as the first amount is on my account, I will confirm it again.
Thank you in advance to Casino Guru!
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