Tsars Casino - 플레이어는 지불에 지연이 발생했다고 주장합니다.

I requested a withdrawal on Friday. I know it’s not that long, but in their terms it’s written that it should take up to 24 hours. I’ve been told that there is a minor technical issue. The last time I requested a withdrawal it also took time because of some issues. I received it, but only after contacting casino guru and a lot of emails. They are advertising fast withdrawal, but both times I have requested a withdrawal it has been som kind of issue. I have been a loyal player there for years and I thought they would at least take better care of their customers. I have received a withdrawal earlier so it shouldn’t be an issue since I requested a withdrawal using the same payment method. Its also not possible to cancel the withdrawal and choose a different withdrawal method.

Dear Ejst99,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi! I have received a withdrawal before so KYC and verification should not be a problem. I am being told it is an issue with the payment provider, but they are also telling me that it’s not necessary for me to contact the bank to ask about it. I also get different answers about my case when contacting support. It doesn’t feel like they actually know what the problem is or doesn’t care to check for the information. In their terms it says that it can take up to 24 hours, I know that it usually take more than that, but each withdrawal I have requested has not been fast as they advertise. I expected more for being a loyal player for years now.

I have been reading other complaints about this casino on the AskGamblers site and every complaint is with an issue with the payment provider. Each case took several weeks or over a month to be resolved. When it was resolved the player got their money back in their gaming account every time. They had to request a new withdrawal every time which went almost instantly. I think it’s weird that the same problem has been happening over years and the casino still hasn’t done anything to resolve it. After they contacted the payment provider which took three weeks on each case they sent the money back to the casino. The same I happening to me and I do not accept to wait that long for a problem I know they could have avoided.

Dear Ejst99,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Ejst99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru