Tsars Casino - Player's withdrawal is delayed due to a closed bank account.

I made three withdrawals 20231207 on Euro 973,05 + 800,48 + 200,40 = 1.973,93 but my receiving bank account was closed so it went back to Tsars Casino again.

My bank have confirmed this and I have even sent my bank statement to Tsars so they have seen as well that I haven´t received it.

I have told Tsars almost every day during two month time now to send my euro 1.973,93 to my other account but they haven´t done it, and now they don´t even answer me anymore. 

I also have another big claim with them but they don’t answer that as well. My withdrawals are however most urgent now.

Didn’t expect this from a high rated casino like Tsars.

Dear Christofferl,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Tsars Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have your three withdrawals been returned to your casino account?

Have you received any confirmation from the casino that your payments were sent out to your closed bank account?

Could you please specify when exactly you closed the account in your bank?

When was the last time you communicated with customer support regarding this issue?

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

Best regards

Veronika

Hi Veronica and thank you for your feedback.

I wrote to Tsars yesterday that I would contact you and suddenly they answered me then. They confirm that the money bounced back upon payment but they are still working to locate the money with their payment provider.

I think it is a scandal that I have to suffer because I have no control over my payment provider and their transactions.

Two months! Is that acceptable?

Incidentally, my account at that bank was closed the day before their payment took place.

At the same time, I would be extremely grateful if those of you who have Tsars so highly ranked could question them regarding my larger claim which is as follows:

It is prohibited by law for a casino to do any marketing or approach Swedish players without a Swedish license and the CJEU confirms the right of member states to limit cross-border gambling in order to combat, among other things, gambling addiction.

I have locked myself out of all gambling in Sweden due to a severe gambling addiction, but Tsars has nevertheless frequently treated me without a license with bonuses and cashbacks, which is also against the law, even for licensed casinos.

The reason for this crime is of course to avoid our state taxes and to profit from people like myself with a gambling addiction.

Tsar's only response was that they refer to their T&C but the EU court and laws take precedence over a company's T&C.

Maybe Tsars casino thinks they can do this crime anyway because they issued their license in Curacao, where they have no MGA that has to follow the rules. If so, they definitely shouldn't have your very high rating of 8.5.

My claim is a refund of my net losses incurred during their breach of the law, 26,605 euros.

Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

If you did not inform Tsars Casino about your gambling addiction, I am sorry, but we are unable to help you get your lost deposits back.

Could you please advise if the three withdrawals you requested from the casino have already been paid to you?

Hello again Veronica,

As I wrote in the last message, Tsars confirms that the money bounced back from my bank and that they are working to locate the money from their payment service provider, so it has not returned to my casino account. It is unfortunate that they have such poor control over their transaction flows that they cannot locate a bounced transaction after several months. Even more offensive is that the player in question then has to bear the brunt of the problem. If they had been that serious, they would have paid out my money now immediately when a whole 10 weeks had passed, and then solved their internal problems afterwards.

This is, in my opinion, pure scandal indeed.

Then I further understand that you cannot act as a judge at Casino Guru, but I would appreciate it if you could at least ask them how they defend the fact that they violate cross boarder gambling without a license and against both the law and the EU guidelines. If it's not as I think, ie to avoid our Government taxes and access players who locked themselves as well as being able to go around the law and still be able to offer customers bonuses. In my opinion, it is not fair that they have the same high rating with you as serious casinos that follow rules and regulations and do the right thing for themselves.

I see Veronica that Tsars casino has the same high rating with you as the most serious companies that follow laws, rules and their payouts, such as Malta based Leo Vegas, Bet 365 and Storspelare.

I cannot understand how they can be compared in terms of seriousness with the Quraqao licensed Tsars casino which, against the law and the EU directive on cross-boarder gambling, markets itself to Swedish players and offers bonuses/cashbacks, and does not pay out requested withdrawals after 12 weeks. I can't get this together?

Hello again Veronica,

How is it going? have you contacted Tsars casino?

If they continue to reject my claim and do not pay out my withdrawals, I will warn all the players I can by writing the information below in yours as well as in all other forums such as Casinomeister, LCB, Casinoforum.nu, The pogg and Casino Rating etc. I feel it is my duty to other players to tell the truth about Tsars Casino and I really hope you do the same by not recommending them to players based on the sky high safety index of 8.5 out of 10.

Money disappears at Tsar's casino!

I have been waiting for a full 12 weeks now for a 2000 euro withdrawal that bounced back to Tsars casino and the only answer I keep getting is that they are working on it. Scandal!

Tsars casino also deliberately violates laws and EU directives regarding cross-border rules by marketing itself and offering bonuses/cash backs to Swedish players without having a valid license. Through this violation of the law, they avoid state taxes and get access to gambling addicts who locked themselves here via gambling break. Then they claim that their T&C take precedence over laws and EU directives.

They have minimized the risk of claims by having their license in Curaçao where there is no reliable complaint center like Malta-based casinos have.

Tsars casinos are therefore highly unserious, so the strongest recommendation is to instead choose a casino that runs its business in an honest and correct way.

Christopher L.

Thank you very much, Christofferl, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Christofferl for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Tsars Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Peter,

The withdrawals finally came after three months, but Tsars still does not answer a word regarding the claim, i.e. that they processed me for a long time despite my being locked in Sweden and despite the fact that they lack a license. It will be very interesting to hear how they will defend this and thus your rating of a sky-high 8.5. It is unacceptable behavior in every conceivable way for a casino that has the same rating as serious casinos, which follow laws, rules and act fairly.

If the Tsars will not compensate me for their violation of the rules against me, I assume that they will receive the rating from you that they deserve. After all, it is your role to guide players and warn against those who do not behave as they should.

The Tsars, through their violation of the rules, have ruined so much for me, of which the money is the smaller part. With that, it will at least be my life's work to warn all the players I can only in yours as well as all the other forums below, unless they apologize and compensate me.

"Tsars casino deliberately violates laws and EU directives regarding cross-border rules by marketing itself and offering bonuses/cash backs to Swedish players without having a valid license. Through this violation of the law, they avoid state taxes and get access to gambling addicts who locked themselves here via gambling break. Then they claim that their T&C take precedence over laws and EU directives.

They have minimized the risk of claims by having their license in Curaçao where there is no reliable complaint center like Malta-based casinos have.

Tsar's casinos are thus highly unserious, so the strongest recommendation is to instead choose a casino that runs its business in an honest and correct way".

Dear Peter,

We wanted to confirm that the funds have been returned due to the player's bank account closure during the transfer. The player has been notified about this situation. As mentioned earlier, it took some time for the funds to be returned to us by the payment provider, and we made every effort to speed up the entire process.

We are happy to inform you that the funds have finally been received and transferred to the player as of February 16th, 2024. Considering that transfers typically take 1-5 business days to process, it is likely that the player has already received them. In summary, the player has successfully withdrawn 2,030.54 EUR.

We apologise for the extended duration of this process and understand that it may have been inconvenient for the player. We want to let you know that certain exceptional circumstances, such as the closure of the player's bank account resulting in the funds being returned, are beyond our control. In a normal situation, customers inform us in advance that their bank account has been closed or changed. Refund procedures are very long and require a lot of effort on the part of the payment systems. Therefore, the process of funds being returned to us may take additional time. Nevertheless, we aim to address and resolve such exceptional cases as quickly as possible.

Also, absolutely all questions that came directly from our client were answered. We have also conducted an additional check on this fact each time we contacted the client separately and provided a detailed answer regarding his situation with the payment. Our internal procedures also oblige us to respond to every client's question.

Thank you for your understanding and patience in this matter.

Regards,

Tsars Team

Dear Christofferl,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter