Tsars Casino - El proceso de retiro del jugador está retrasado.

I have played at Tsars Casino and won 6100 kroner. I try to withdraw via bank transfer and over a week goes by and I get a message that there were technical problems and I should try another method. I try Visa and this time it only takes about a day before I get a message that there are technical problems again and I should try another method.. now for the third time I try bank transfer again but to a different account, still in my name and again I get a message that there are technical problems.. what do I do then? If I can't use Visa or bank transfer? Those are the only two options there are.. I'm trying to find out what's going wrong but no answer to my question.. the first time they wrote that it was my own bank that had rejected it but my own bank doesn't reject it and I haven't heard anything from my bank about this.

I don't know if it will end up with me having to give up on getting my money. When I deposit it only takes a moment but the withdrawal takes forever maybe it's completely impossible?

I don't know what to do because I have met all the requirements for documents etc. and I also complied with the rules on turnover requirements.

Jeg har spillet på tsars casino og vundet 6100 kroner. Jeg forsøger at udbetale via bankoverførsel og der går over en uge så får jeg besked om at der var tekniske problemer og jeg skulle prøve en anden metode. Jeg prøver visa og der går denne gang kun en omkring en dags tid før jeg får besked om at der er tekniske problemer igen og jeg skal prøve en anden metode.. nu for tredje gang prøver jeg bankoverførsel igen men til en anden konto, stadig i mit navn og igen får jeg besked om at der er tekniske problemer.. hvad gør jeg så? Hvis jeg ikke kan bruge visa eller bankoverførsel ? Det er de eneste to muligheder der er.. jeg prøver at få at vide hvad det er der går galt men intet svar på mit spørgsmål.. første gang skrev de at det var min egen bank der havde afvist men min egen bank afviser ikke og jeg har ikke hørt noget fra min bank omkring dette.

jeg ved ikke om det ender med at jeg må opgive at få mine penge. Når jeg indbetaler tager det kun et lille øjeblik men udbetalingen tager evigheder måske er det helt umuligt?

jeg ved ikke hvad jeg skal gøre for jeg har opfyldt alle krav om dokumenter osv og jeg overholdte også reglerne om omsætningskrav.

Dear Coco13,

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

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise if your account has been fully verified?
• When was the last time you successfully withdrew winnings from this online casino?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or is it related to your account only?
• Since when are you attempting to withdraw winnings from the casino?
• Could you please share with me your communication with the casino regarding the failed withdrawal attempts? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I started trying to get my money paid out on April 22nd and now for the third time I haven't received my money. They say that my own bank is rejecting it, which can't be right because I haven't heard anything from my bank and my information is correct. I've tried both ways, i.e. visa and bank transfer and to different accounts via bank transfer as the first account obviously wouldn't work. I've asked repeatedly if it's my bank that's wrong and if there are other options without an answer. They also won't answer what I should do!? I've also asked if there are any restrictions that I'm not aware of but no answer.

I was supposed to receive the money today this time but I haven't received anything. I can deposit without any problems but withdrawing is quite a struggle!

I can't see any reason why my own bank should reject a transaction without contacting me as a customer. Incidentally, I've been to the bank in the meantime without anything being mentioned! I can also receive money from other places without any problems.. it seems like they hope I give up. I find it very frustrating. 3 times now I've been told that the money has been successfully sent to me and never showed up.

Jeg startede med at prøve at få mine penge udbetalt d.22/4 og nu for tredje gang har jeg ikke fået mine penge. De skriver at det er min egen bank der afviser hvilket ikke kan passe for jeg har intet hørt fra min bank og mine informationer er korrekte. Jeg har forsøgt på begge måder altså på visa og bankoverførsel og til forskellige kontoer på bankoverførsel da den første konto åbenbart ikke ville virke. Jeg spørger ind til gentagne gange om det er min bank den er gal med og om der er andre muligheder uden svar. De vil heller ikke svare på hvad jeg så skal gøre!? Jeg har også spurgt om der findes restriktioner jeg ikke er klar over men intet svar på det.

jeg skulle, denne gang, have modtaget pengene idag men jeg har ikke fået noget. Jeg kan sagtens indbetale nul problem men udbetale er noget af en kamp!

jeg kan ikke se nogen årsag til at min egen bank skulle afvise en transaktion uden at kontakte mig som kunde. Jeg har i øvrigt været i banken i mellemtiden uden der blev nævnt noget! Jeg kan også modtage penge andre steder fra uden problemer.. det virker som om de håber jeg giver op. Jeg synes det er meget opslidende.3 gange har jeg nu fået at vide at pengene succesfuldt er sendt til mig og aldrig dukket op.

I have about 80-90 emails back and forth, do you want them all? There are personal account details in between.

Jeg har omkring 80-90 mails frem og tilbage vil du have dem alle? Der er jo personlige konto detaljer iblandt.

My account is fully verified and now they need a bank statement again which I have sent them again.

Min konto er fuldt ud verificeret og nu har de igen brug for kontoudskrift som jeg igen har sendt dem

I want to close the complaint as I have given up and closed my account.

Jeg ønsker at lukke klagen da jeg har opgivet og lukket min konto.

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.