Tsars Casino - Player's account has been closed without reason.

Hello!

On Wednesday, August 14th, I played at Tsars Casino. I won 20,583 Euros on Le Bandit. I then played up to 21,000 Euros. After this, I decided to withdraw my winnings. I understand that the maximum withdrawal is 5,000 Euros per week. I received an email from Tsars informing me they were reviewing my withdrawal and that it could take up to 7 working days. I made three withdrawals of 1,000 Euros each.

On Thursday, August 15th, I received an email from Tsars stating that my withdrawals were accepted. 3,000 Euros were promptly credited to my account. I logged into my account and withdrew another 1,000 Euros that I was entitled to. Later that day, I attempted to log into my account again to check if my withdrawal had been processed. To my shock, my account was permanently closed!

I emailed Tsars immediately and received a reply stating that my account was permanently closed for security reasons. I have not broken any rules or anything of the sort! I am fully verified, and everything is correct! I tried to get an explanation, but they only reiterated that the account was permanently closed. I still have 18,000 Euros in my account! I sent a photo of my winnings and the balance on my account as proof.

They responded that they would investigate the matter further. I received an email apologizing and stating that they would look into this with the payment provider. I have not heard anything further, and my account remains closed. I am extremely distressed and just want to receive the winnings I am entitled to. Please, please, can you help me? Are they allowed to withhold my winnings and close my account without any reason?

Dear Saraa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that the casino didn't specify which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello!

I am emailing you all the communication I had with tsars casino to your email directly.

I played without bonus!

yes thanks really hope you can help me.

Thank you very much, Saraa, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much! I have been thinking and could it be that they closed my account to review the win? Hope it is so and that they see that everything is right and correct! And that they open my account again and pay out my profit. Have you experienced that it can work like this before?

Hello Saraa,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I understand your concerns, but the casino has the authority to examine the gameplay of all players if any potential discrepancies arise or after a big win. There may be several factors contributing to this, but it is common for investigations to conclude without identifying any issues. Unfortunately, the only course of action at this time is to await the results. I understand that this waiting period can be quite frustrating, but it is part of the standard procedure. 

I will contact the casino to shed more light on this matter.

We would like to invite Tsars Casino to join the conversation.

Dear Tsars Casino,

Could you please provide us with an update on the player's account investigation? Additionally, could you let us know when we can expect the investigation to conclude?

Thank you very much for reply. Hope for an answer and that everything works out

Dear Saraa and Michal,

We want to assure you that your concerns are being taken seriously. At this moment, the case is actively under investigation by our finance and fraud department. This process is crucial in ensuring that we gather all the necessary information to provide you with a comprehensive and accurate response.

We truly appreciate your patience and understanding as we work through this matter. Our goal is to provide you with a response that is not only timely but also well-explained, addressing all aspects of the concern. Therefore, our team would need a little more time to give you a proper reply.

We highly appreciate both sides' patience and promise to keep you updated as soon as any news appears.

Best regards,

Darja

Dear Saraa and Michal,

We sincerely apologise for the delay.

We understand that this situation may seem unusual and understandably frustrating. However, I want to reassure you that we do not close players’ accounts without serious reasons. In this particular case, we had substantial grounds for action, as we received various alerts from payment systems and our security department, which required a thorough investigation.

Please rest assured that our intention is not to confiscate your funds or withhold payments. Our priority is to ensure the safety and integrity of our platform, which sometimes necessitates additional checks.

As of today, the block on your account has been lifted, and withdrawals will be processed according to the established limits. At this moment, there are no further restrictions on your account.

We appreciate your understanding and patience during this process. Should you have any further concerns or questions, please do not hesitate to contact our support team.

Thank you for choosing us, and we hope to continue providing you with a positive gaming experience.

Best regards,

Darja

Hello! Oh, thank you so much, I'm so happy! Thanks for solving it and getting back to me. Wish you a nice day

Thank you for your responses Darja / Tsars Casino Team.

Dear Saraa,

I hope you don't mind my slightly delayed response. I wanted to give it a bit more time to ensure your account is fully functional and that you've received at least some of the withdrawals.

Could you please confirm if the issue has been resolved so I can proceed with closing your complaint accordingly?

Hey! Yes everything is resolved and I have received all my withdrawals I am entitled to! Thank you so much for everything!

Great news, Saraa. I'm glad to hear that you successfully received all the winnings you were entitled to.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru