Tsars Casino - Player's withdrawals repeatedly delayed.

Hi, i've tried to withdraw several times earnings that i won playing on chars casino and there is always an excuse for not getting. When i ask, they say that the money is sended from their side. The first time i waited seven days as they informed me, money never got in my account and when i asked for a receipt they informed me that there war an issue. They suggested that i make a new account, I did on revolut, they rejected. I asked for a reason why they can't successfuly send the money on my Greek accounts that the visas i use are verified and after so many days they told me that because my account is in Greek and not in Latin. I sended them an official paper proving my account in Latin and the money for once again returned to my gaming account. I ask for a way to resolve the issue and they're "working it" for weeks now. I have screenshots proving all that i said.

Dear Pzen,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?
• Have you been offered any alternative payment method to withdraw your winnings?

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

Best regards,

Petronela

Hallo and thank you for your immediate response. To tell you the truth, because i've verified anything i was asked to, they haven't given me a straight answer of what is the problem now... just working on it. First was the Latin characters (because my Greek iban is in Greek characters) , i sended an official document of my iban in Latin characters. Then they suggested i open a different account, tried revolut (even assistant of tsars quided me how to send them the documents). I have all the documents verified. Now no response on what is the problem. I've provided them all the documents needed to verify my identity, yes. And to answer to your last question, i haven't been offered any other method to withdraw my winnings. I even asked them to make a money transfer to an account that they would suggest (like 1€) so they reply on this account by transferring my earnings and they rejected.

And of course i have proof of everything I say right now. Just uploading screenshots here was not possible so anytime you need i can provide you with another method (email, WeTransfer etc)

Hi again, i don't know if someone from the casino read my complaint here or there was due to any investigation you did. The casino sended me a receipt of the money transfer to my account. To tell you the truth i will wait to see untill the money get to my account for sure so i can say it was a success and of course i"ll let you know on the update so you can close the case. Either way thank you very much for your interest, it was like someone gave me a parachute while I was falling from the sky ❤️

I have an update, the money were successfuly delivered to my account ... I can't thank you enough for you interest 🙏🙏🙏

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pzen, for your confirmation, and please don’t 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,

Petronela

Casino.Guru