HomeComplaintsTsars Casino - Player’s withdrawal method is restricted.

Tsars Casino - Player’s withdrawal method is restricted.

Amount: €150

Tsars Casino
Submitted: 12 Jan 2025 | Case closed : 17 Jan 2025
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from Slovenia faced issues withdrawing 254€ as the instant banking method used for previous deposits was no longer available for withdrawals, labeled as restricted in his country. After attempting to resolve the issue, he ended up losing 150€ while continuing to play and was unsure if he could receive a refund for those losses. The Complaints Team clarified that payment method restrictions were determined by external providers and that losses incurred after the withdrawal issue could not be refunded. The player was advised to confirm available payment alternatives with support and to familiarize himself with other withdrawal options in the future.

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I live in Slovenia, Its just not on the list.


I had an issue with the withdrawal. So I wanted to withdraw 254€ but the instant banking method, in which I deposited, was unavailable. I thought it was kind of suspicious since I made the previous withdrawal with that method and it was perfectly fine. Then I asked the support why its not available, and they said its restricted in my country, which again, I found funny since I made the previous withdrawal with that method. I then couldnt withdraw and of course kept on playing and lost 150€. And a day later, they said I should use bank transfer method which im not even familiar with and its not the deposit method. Am I eligible for the 150€ refund in that case? I have screenshot of the withdrawal amount ready with the instant banking method not available.

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Dear svitoder,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue and the challenges you encountered with the unavailable payment method.

Please understand that payment method availability can be impacted by factors such as licensing authority regulations, geolocation restrictions, agreements with payment providers, and banking policies. Unfortunately, methods previously used may sometimes become unavailable without prior notice.

To better understand your case, could you please clarify the following:

  • Besides the bank transfer method, were you offered any other alternative payment methods by the casino?
  • When the instant banking method was unavailable, why did you choose not to use the bank transfer option? Was there a specific reason or difficulty?
  • Was your account verification successfully completed in the past?


Additionally, please note that funds lost during gameplay after a withdrawal issue cannot be recovered. Refunds for such losses are not typically granted, as gameplay is considered a separate action.

If you have any relevant communication with the casino (emails, chat transcripts, or screenshots), please forward them to petronela.k@casino.guru.


Thank you in advance for your reply.

Best regards,

Petronela



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1.There was not any other availabale withdrawal method which is unusual because that was not the case with my first withdrawal

2. I was not familiar with that method, and support on the casino said I can withdraw the money with the same method as I deposited, so I thought I was then unable to withdraw

3. Yes I had my verification before that



I just dont understand their claim that the instant banking method is restricted in my country, but I used it like 4 days prior, very suspicious


Im forwarding you the emails and chat

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Dear svitoder,

Thank you for your detailed response and for forwarding the emails and chat logs. I appreciate the effort you’ve made to clarify the situation.

I understand how frustrating it must feel to encounter such inconsistencies with the payment methods, especially after using the same method successfully just days earlier. However, please be aware that payment method restrictions are typically determined by payment providers or banking institutions rather than the casino itself. These restrictions can change without prior notice due to various factors such as licensing requirements, provider policies, or geolocation regulations.

Regarding your lost winnings, even though you were advised to use an alternative payment method, choosing to continue playing after encountering the withdrawal issue is considered separate from the initial problem. Unfortunately, casinos do not refund losses from gameplay, and there’s nothing more we can do to assist with this matter.

For the future, we recommend the following:

  1. Always reach out to support immediately if a preferred payment method is unavailable and confirm available alternatives.
  2. Familiarize yourself with other withdrawal options (like bank transfers) to ensure smooth transactions in the event of such restrictions.


While I regret that we couldn’t resolve this case in your favor, I hope this advice will help you avoid similar issues in the future. If you have any further questions or need assistance with a different matter, please don’t hesitate to contact us.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru


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