The player from Australia reported an issue with a deposit made several hours prior, which had been received by the casino but was not visible in their account for play. They expressed dissatisfaction with the customer service, which was delayed in addressing their enquiry. The issue was resolved when the player ultimately received the deposited funds, along with 50 free spins as an apology, leading to a significant win of over $1500. The complaint was marked as 'resolved' in the system following the player's confirmation of the resolution.
Tsars Casino - Player’s deposit is delayed and not visible.
Amount: A$35
Tsars Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Tsars Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 days ago
Public
Public
6 days ago
I made my first deposit several hrs ago.and has yet to reach my casino account
The funds have been received by the casino but not available nor visible on my account to play.
The customer service team are not part of the casino, contractors acting on behalf of the casino only forwarding on your enquiry to there relevant team, to be answered only when they return to attendance, which could be a waiting period of more than 12 hrs
So disappointing but it highlights the difference between a high standard casino an a below average Casino , if you have any dramas
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6 days ago
Dear dezzie755,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Dominika
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5 days ago
Dominika,
Thank you and all for your assistance to all of us, all us players
Your not gonna believe this when you read this, but I assure you all to be very true
...... After finally receiving my depositing funds and loosing them, I was given 50 free spins as a gesture of no I'll will and as an apology for my inconvenience
With those given free spins I have now gone on to win over $1500 from them, how much they will allow myself to withdraw is the question,
But depositing first time with great doubts regarding the Casino, I'm speechless , odds always against me that this win could happen again , but the Casino is fairdinkum and gracious in its initial mistake ,and turning $35 in to over $1500.atm prior to withdrawl ,
Don't judge a book by it's cover
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5 days ago
Dear dezzie755,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
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 https://www.trustpilot.com/evaluate/casino.guru. 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,
Dominika
Casino.Guru
