The player from Germany is experiencing difficulties withdrawing her funds due to limited availability of payment methods. Player’s complaint has been resolved successfully.
Tsars Casino - Player’s struggling to withdraw her winnings.
Amount: €2,000
Tsars Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Good day,
I am currently waiting for my payment of 2000 euros.
When asked several times, I am told that there is a problem.
First with the "payment provider", then the "payment processor", then a "minor technical issue".
Today I am told you have a problem with your bank.
I paid in via Klarna Sofortüberweisung (several times without problems) and I was offered "Bank transfer" for the payout, which I also selected on July 5th.
I am consoled with "soon" "today" "today or tomorrow"
What exactly the problem should be, I am not answered and in the end it is suggested to me that I should deposit with Crypto and then withdraw with Crypto.
Unfortunately, I don't have a crypto account and I don't plan to do so, or I can't do it at all.
I paid in euros from my bank account, so I would like to be paid into my bank account in euros as offered.
Other providers such as skrill or ecopayz, which are advertised on the website, I can neither pay in nor pay out.
Now I can only wait, but I have the feeling that nothing will change.
Automatic translation:
Public
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3 years ago
Dear Michelle,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.
If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise which alternative payment method has been offered to you?
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
Public
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3 years ago
Translation
Hello Petronela,
I can understand all of this - but there is no problem with the fact that the withdrawal method is not offered, but with the fact that I have requested the withdrawal and it is now pending and I am delayed when asked.
Including today.
Earlier I was told "the issue has been solved" after three days of writing back and forth.
But I still haven't received a payment confirmation.
The customer service answers extremely quickly and in a friendly manner, but unfortunately often very empty.
Automatic translation:
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3 years ago
Translation
Update:
As mentioned earlier, three days later today I was informed that the alleged problem had been resolved.
"The issue has been fixed and all withdrawals are in line for processing."
After asking how when my payment would finally be accepted
"As a support agent, my access to the finance information is very limited, therefore, i cannot provide the exact time frame. But again, it should be soon."
After asking if you could ask
"The payment processor has contacted us and informed us that they have some minor technical issues on their side. We are awaiting the problem to be fixed soon."
The same news as three days ago. Just a copy.
Automatic translation:
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3 years ago
Translation
The case can be closed - I made another payment, I was then shown all possible withdrawal methods and the withdrawal was processed in a few minutes.
Automatic translation:
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3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Michelle, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
