Tsars Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Dear Casinoguru Team,

I am writing to request your assistance with a withdrawal issue at Tsars Casino. I won €2,965 and have been unable to withdraw my winnings due to what appears to be unreasonable, inconsistent, and repeatedly changing verification demands.

Timeline of events:

I submitted photos of my bank card and utility bill for initial verification. On or around 15 May 2026, I received an email from Max asking for a selfie holding my ID document, and a handwritten note with the exact text: "Hej tsarer, 15.05.2026."

I provided exactly what was requested. I then received a new email from Alma stating that I must instead hold My ID in my left hand and the written paper in my right hand. They also changed the text from the first request and wanted me to write "tsars" and not what they asked for in the first mail "tsarer"... Note that this directly contradicted the first request.

After I adjusted and sent new photos (with "Tsars" written as requested), I received yet another email from Henry demanding a new selfie because the casino name "Tsars" must be "clearly and correctly written".

This morning (16 May 2026) I received a new email from "Vide" requiring me to attend a video verification session on 22 May at 11:00 GMT via Google Meet. They state that failure to attend may result in no re-verification opportunity.

I have been fully cooperative and have sent multiple sets of documents and photos as requested. Despite this, the casino continues to move the goalposts with new and contradictory requirements. This pattern strongly suggests an attempt to delay or prevent the withdrawal of my winnings.

I believe this behavior violates principles of fair gaming and responsible operator conduct. I have now spent significant time and effort trying to satisfy ever-changing demands, which has caused me considerable stress and frustration.

Request:

I kindly ask CasinoGuru to investigate this matter and help me receive my €2,965 winnings without further unnecessary delays or additional verification hurdles. I am happy to provide you with screenshots, email correspondence, and account details upon request.

Thank you for your assistance. I look forward to your support in resolving this issue.

I also have more screenshots, but wasn't able to upload more 🙏

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear llahjnen12,

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.

If you've been asked to undergo video verification, we recommend you comply with this request. Please note that we are unable to ask the casino to forego this step based on the circumstances you are describing.

If there are any hurdles with the verification process, you wish our help with please let me know.

Thank you in advance for your reply.

Best regards,

Tomas

Dear llahjnen12,

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,
Tomas
Casino.Guru