Tsars Casino - Player's deposit not credited to account.

I make a deposit there, 75 EUR, which never come avaible into my casino account.

Support is not helping me at all, i have sent them all the papers from bank, all what is possible to sent, to proove my payment, but they are just ignoring me, now is 5 days gone and still they just ignore.

Dear ingmarturbaa,

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

• Please, could you clarify if you have tried contacting your payment processor regarding this issue?
• Was it your first deposit in this casino?
• Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Who wants any proofs i can sent all the chats and bank papers or put them all here avaible. Nothing to hide.

Tomas, i sent email to you.

Thank you for your message.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you already did.

In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved. If the money got lost during the transaction, it will take some time before the transaction is cleared manually and it’ll be credited to your casino account. I’m sorry we couldn’t be of much help now. I will leave this complaint open for a and kindly ask you to keep us updated. I will set the timer for an additional 20 days, and if the issue persists we'll ask the casino for assistance.

Thank you very much for your understanding.

I still can say only one. Hold away from this casino. After waiting like a week my deposit 75 EUR, i finally get it into my casino account. After getting that into my casino account, i insta wanted to make a withdrawal: And what i see, i need to pay a little bit over 10 euro to withdrawal. I start chatting with live chat, and get answer thats because, i did not wager my deposit. Jeesus, ofc i dont start playing site like this, after waiting my deposit a week.

Ok, let it be, decided to take that 10e lost, and withdrawal all my funds. Then they ask me to sent my bank card pictures from both side. Ok standart, or not, let it be.

After a verification, i finally get withdrawaled my funds. Choosed a visa withdrawal method. It was confirmed like insta.

And next day after coming work and checking my meilbox, i was noticed, that the visa withdrawals are not working right now.

Really whaaaat?? But ok

I try to choose then another (and the only one) method, but...  instant banking option withdrawal was avaible start from 100 EUR. Also start chat and told about my situation and ask a make withdrawal less then 100 eur but they dont help me.

So with this site, i have sickest exposure with any online casino in 15 years.

Hold away and never deposit please in Tsars

Thanks for the update, I am glad your deposit was eventually credited to your casino account.

I am sorry to hear about your ongoing issues.

According to the casino website:

"8.3.2 In cases when player requests a withdrawal without reaching a minimum turnover threshold, Tsars reserves the right to charge a 10% fee of the requested withdrawal amount. The fee will be instantly deducted after the approval of the requested withdrawal.

8.3.2.1 (...) Minimum threshold turnover for the slot games is equal x3 from the deposited amount and x5 from the deposit for all other games."

• Is depositing to reach the 100€ threshold in order to withdraw your funds a valid option for you?

Dear ingmarturbaa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.