Tsars Casino - La solicitud de retiro del jugador está retrasada y no es clara.

Ladies and Gentlemen

I am contacting you urgently because I have a serious problem with Tsars Casino.

On March 4, 2025, I won €1200 using the welcome bonus. The bonus was successfully wagered, and I have fully met all the requirements.

After receiving notification that I had won, I was asked to verify my identity, which I did immediately. However, a few hours later I received another email from Tsars.com requesting further verification: an ID along with a selfie and a piece of paper with the date and the word "Tsars" on it. I also completed this immediately.

Since then, I've only received standard replies from support, constantly repeating that the case is being reviewed without specifying a timeframe. They claim my process has been "expedited," but nothing is happening.

My problem:

The casino is refusing to pay out without any comprehensible reason.

The support team only gives standardized answers and doesn't seem to communicate honestly.

The advertising promises ("lightning payout") are not kept.

I simply want to receive my payout and complete the successful verification process. I urgently request your assistance, as I have the impression that there is deliberate delay or deception involved.

Thank you so much for your help.

Sehr geehrte Damen und Herren,

ich wende mich dringend an Sie, da ich ein ernsthaftes Problem mit dem Tsars Casino habe.

Am 04.03.2025 habe ich 1200 € gewonnen und dabei den Willkommensbonus genutzt. Der Bonus wurde erfolgreich umgesetzt, und ich habe alle Bedingungen vollständig erfüllt.

Nach der Gewinnbenachrichtigung wurde ich aufgefordert, mich zu verifizieren, was ich umgehend erledigt habe. Wenige Stunden später erhielt ich jedoch von Tsars.com eine weitere E-Mail mit der Aufforderung zur zusätzlichen Verifizierung: ein Ausweis zusammen mit einem Selfie und einem Zettel mit dem Datum sowie der Schrift „Tsars". Auch dies habe ich sofort erledigt.

Seitdem erhalte ich jedoch nur noch Standardantworten vom Support, in denen ständig wiederholt wird, dass der Vorgang geprüft wird, ohne einen konkreten Zeitrahmen zu nennen. Angeblich wurde mein Prozess „beschleunigt", aber es tut sich nichts.

Mein Problem:

Das Casino verweigert die Auszahlung ohne nachvollziehbaren Grund.

Der Support gibt nur standardisierte Antworten und scheint nicht ehrlich zu kommunizieren.

Die Werbeversprechen („Blitz-Auszahlung") werden nicht eingehalten.

Ich möchte einfach nur meine Auszahlung erhalten und die erfolgreiche Verifizierung abschließen. Ich bitte dringend um Ihre Unterstützung, da ich den Eindruck habe, dass hier bewusst verzögert oder getäuscht wird.

Vielen Dank für Ihre Hilfe.

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 Bennono, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Good day,

Thank you so much for your support. I had to resubmit my ID with a selfie, date, and Tsars code. Yesterday, the relevant department contacted me and wants to conduct a video verification with me today.

The video verification will take place at 3:00 PM German time. It will be conducted in English, and I will do my best to understand and answer everything clearly.

The standard verification process has already been completed.

Small excerpt from the email:

We hope you find this letter well.

To ensure the safety, security, and integrity of our gaming environment, from time to time, we conduct additional verification checks. Kindly note that this is a common procedure to be conducted, which will allow you to use your gaming account further without limitations. Please refer to our Terms and Conditions stated below:

5.2 By agreeing to the Terms of Use You authorize us to undertake any such verification checks from time to time as we may require ourselves or may be required by third parties (including, but not limited to, regulatory bodies) to confirm these facts (the "Checks"). You agree that from time to time, upon our request (including requests from Payment processor), You may be required to provide additional details in respect of any of such information You have provided us, including in relation to any deposits which You have made into Your Account.

The video verification process may take up to 1 hour; however, it usually takes less time.

Thank you in advance for your help.

Best regards

Guten Tag,

vielen Dank für Ihre Unterstützung. Ich musste meinen Ausweis mit Selfie sowie Datum und Tsars erneut einreichen. Gestern hat sich die zuständige Abteilung bei mir gemeldet und möchte heute eine Video-Verifizierung mit mir durchführen.

Die Video-Verifizierung wird um 15:00 Uhr deutscher Zeit stattfinden. Sie wird auf Englisch durchgeführt, ich werde mein Bestes geben, um alles gut zu verstehen und zu beantworten.

Die normale Verifizierung ist bereits erfolgt.

Kleiner ausschnitt von der Mail :

We hope this letter finds you well.

To ensure the safety, security, and integrity of our gaming environment, from time to time, we conduct additional verification checks. Kindly note that this is a common procedure to be conducted, which will allow you to use your gaming account further without limitations. Please refer to our Terms and Conditions stated below:

5.2 By agreeing to the Terms of Use You authorise us to undertake any such verification checks from time to time as we may require ourselves or may be required by third parties (including, but not limited to, regulatory bodies) to confirm these facts (the "Checks"). You agree that from time to time, upon our request (including requests from Payment processor), You may be required to provide additional details in respect of any of such information You have provided us, including in relation to any deposits which You have made into Your Account.

The video verification process may take up to 1 hour; however, it usually takes less time.

Vielen Dank im Voraus für Ihre Hilfe.

Mit freundlichen Grüßen

The documents were submitted immediately.

Die Dokumente wurden sofort eingereicht.

Ladies and Gentlemen

Unfortunately, my verification is still not complete. I have now been waiting for final confirmation of my account for seven days.

Yesterday I completed the required video verification. During this conversation, I had to show my face and answer various questions about my account, such as which games I had played, what stakes I had placed, and how much I had won so far. The entire conversation was also recorded by the casino for internal purposes.

I would like to make it clear that I find the entire process extremely inappropriate. I find the requirement to show my living environment particularly problematic. In my view, this constitutes a significant intrusion into my privacy. Furthermore, the employee who conducted the verification process did not have her face visible during the interview, while I was required to show myself completely.

After the conversation ended, I was informed that the responsible department now needs up to five more business days to process my request. Given that I only made a single deposit and subsequently made a profit, I find this delay very disappointing and difficult to understand.

I therefore sincerely hope that the verification will be completed promptly and that my winnings can finally be paid out.

Best regards

Sehr geehrte Damen und Herren,

leider ist meine Verifizierung bis zum heutigen Zeitpunkt noch immer nicht abgeschlossen. Inzwischen warte ich bereits seit sieben Tagen auf eine endgültige Bestätigung meines Kontos.

Gestern habe ich die geforderte Video-Verifizierung durchgeführt. Während dieses Gesprächs musste ich mein Gesicht zeigen und verschiedene Fragen zu meinem Konto beantworten, beispielsweise welche Spiele ich gespielt habe, welche Einsätze ich getätigt habe und wie hoch mein bisheriger Gewinn war. Zudem wurde das gesamte Gespräch vom Casino zu internen Zwecken aufgezeichnet.

Ich möchte an dieser Stelle deutlich machen, dass ich den gesamten Ablauf als äußerst unangemessen empfinde. Besonders problematisch finde ich die Forderung, meine Wohnumgebung zu zeigen. Dies stellt aus meiner Sicht einen erheblichen Eingriff in meine Privatsphäre dar. Zudem war während des Gesprächs das Gesicht der Mitarbeiterin, die die Verifizierung durchgeführt hat, nicht sichtbar, während ich mich vollständig zeigen musste.

Nach Abschluss des Gesprächs wurde mir mitgeteilt, dass die zuständige Abteilung nun erneut bis zu fünf Werktage für die Bearbeitung benötigt. Angesichts der Tatsache, dass ich lediglich eine einmalige Einzahlung vorgenommen habe und anschließend einen Gewinn erzielt habe, halte ich diese Verzögerung für sehr enttäuschend und schwer nachvollziehbar.

Ich hoffe daher sehr, dass die Verifizierung nun zeitnah abgeschlossen wird und die Auszahlung meines Gewinns endlich erfolgen kann.

Mit freundlichen Grüßen 

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bennono,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila