Tsars Casino - Player’s deposit has never been credited to their casino account.

Dear evihde66,

Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already? 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 this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Thank you very much, evihde66, for the forwarded screenshots.

As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than a week now since the unsuccessful transaction (02/01/2022), I will set the timer for additional 17 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Please bear in mind, only the sender can track the transaction, not the beneficiary.

Und was soll ich jetzt machen? KLARNA hat die Sache zwar pausiert bis ich das mit dem Händler/ Casino geklärt habe. Aber Tsars hat nur englischen Live Chat. Die haben nicht verstanden um was es geht. So gut ist mein Englisch nicht. Ich brauche eine Bestätigung das das Geld nie eingegangen ist. Sonst muss ich es bezahlen.

We are left with no other option now just to wait. I will set the timer for 14 days and check back with you at the end of January. I wish I could be of more help. Thank you in advance for your patience.

Das Geld ist immernoch nicht auf meinem Account. Das Casino sagt die Einzahlung ist fehlgeschlagen, KLARNA sagt, ich muss das Geld bezahlen. Ich weiß nicht was ich tun soll.

Please bear with me for ten more days. If there's no development by then we will intervene.

Ok, vielen Dank!

I wish I could be of more help. Unfortunately, the only thing left to do now is to wait.

??

Thank you very much, evihde66, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Vielen Dank!

Hi evihde66,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Tsars Casino to the conversation to participate in the resolution of this complaint.

Tsars hat die Zahlung überprüft und mir mitgeteilt das das Geld nie angekommen ist. Ich soll meine Bank kontaktieren. Aber das habe ich. Das Geld ist weg und wird mir in Rechnung gestellt. Ich solle das mit dem Casino klären. Ich weiß nicht was ich jetzt tun soll. Ich muss es bezahlen, sonst wird meine Karte gesperrt.

Hello

We sent the information to the payment system. As soon as we have official information - we'll let you know right away.

Unfortunately, the payment was not successful on our side and no money was transferred to our account.

The security department will ask you for a bank statement from that time to speed up the process of finding the money.

Sorry for the inconvenience

Regards

Andrei

Hi all,

Thank you for your replies. Let's wait for the information from the payment provider then.

Klarna hat die Rechnung wieder aktiviert. Ich MUSS das Geld bezahlen, obwohl es nirgends angekommen ist. Ich weiß nicht wie ich das belegen soll.

Dear Tsars Casino team,

Has there been any news?

Hello!

Sorry for the long response, we were waiting for responses from various payment systems

Our financial department has completed initiated investigation according to your deposit request in the amount of 200 EUR from 2022-01-02 14:37:13 UTC

Based on the provided documentation and screenshots of yours regarding this transaction, unfortunately, we couldn't find this payment. 

According to the screenshot, we clearly see that funds haven't been captured - the status of the payment is "paused" and not "completed/successful" as it should be per the standard process. And based on the screenshot provided to CasioGuru 5 days ago from "Klarna" - the invoice has been activated and they still expect the payment. Also, the recipient address/reference "T-SKINS" is not relevant to our casino. 

Our payment provider has informed us, that there haven't been any successful transactions from Visa bank card 512111******2024 to our casino. 

In this case, we advise the player to reach her bank in order to clarify this situation as most probably the funds have never been released from her bank side. 

That invoice you are asked to pay is standard procedure if the payment has not been completed

In addition, please find a confirmation e-mail from our payment provider.

If any further assistance is needed- we will be happy to help.

Regards

Andrei

Der Status der Zahlung "pausiert" wurde von mir eingeleitet, weil ja keine Zahlung angekommen ist. So wurde mir die Möglichkeit von KLARNA gegeben die Sache zu klären. Mittlerweile wurde der Status wieder aktiviert, weil es anscheinend nicht zu klären ist. KLARNA sagt ich soll es mit Tsars klären und Tsars sagt ich soll es mit KLARNA klären. Fakt ist ich muss jetzt 200 EUR bezahlen, die nirgendwo angekommen sind....

Anscheinend liegt der Fehler nicht beim Tsars Casino. Ich verstehe nicht wo der Fehler liegt, ich habe 200 Euro verloren und weiß nicht wie ich das klären kann. Das ist ein großer Verlust für mich. Aber ich kann es nicht ändern.

Danke für all die Mühe.

Der Fall kann geschlossen werden. Ich habe etwas gelernt.

Thank you Tsars Casino for the statement.

Hi evihde66,

It's a curious situation. If the money never reached the casino, the problem must be with Klarna. Was the money deducted from your bank account? If not, Klarna can't just demand the money if the transaction wasn't successful. I would contact your bank and try to clear it that way. The money can't just disappear.

Hello

We would advise you to contact your bank, not Klarna. Because it looks like it was your bank that did not issue the payment. We have talked to many managers, outside of official correspondence, and they all say basically the same thing - if the bank has released the money, they must provide the tracking codes for that transaction.

If the bank did not issue the money - they have to return it to you.

But if the payment systems didn't receive such a payment, they can't help.

We tried very hard to help you, but unfortunately, we could not find this payment

Regars

Andrei

Ich bedanke mich für die Mühe. Leider muss ich das Geld bezahlen. Mein Pech!

Der Fall kann geschlossen werden!

Hi evihde66,

I accept your decision, however, I would still investigate with your bank if I were you. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter