Tsars Casino - Player unable to withdraw from Tsars Casino.

My account on Tsars was fully verified on 27/08/2023 and i received an email confirming that. On december, i made a lot of deposits and lost, then I won 3112$ and wanted to withdraw . They asked me to verify my account again! Which took a week to verify ,then they could not find any withdrawal option available for me!! 2 weeks of sending emails and contacting livechat , and till this day, no withdrawal option was found! I lost hope of withdrawing and i lost the money . I want a refund of $3,112 since the casino could not find any withdrawal option available for me till this day!! (I tried to upload screenshots here but there is a problem, any screenshots you want just ask me and i will send it to you by email).

Dear 7anoosh,

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, 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, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I know they have no control , but how on earth there aren’t ANY available options for withdrawal for over 2 weeks?? I tried to withdraw over 10 times and i have screenshots . I got frustrated and found out that there isn’t any way to withdraw the funds from such a website , that’s why I played irresponisbily and lost!! So it is their mistake not mine, and they are fully responsible to refund me since they failed to find ANY withdrawal option!

Hi 7anoosh,

I respectfully disagree with the notion that the casino is accountable for your decision to play through your winnings. While the casino should offer a withdrawal method, any issues should be patiently awaited and resolved without risking the winnings. If the funds were still in your account, we would have been pleased to assist. Unfortunately, since you chose to gamble down your winnings instead of waiting patiently, there's nothing we can do to provide assistance now.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.