Tsars Casino - El retiro del jugador se retrasa debido a una cuenta bancaria cerrada.

I made three withdrawals 20231207 on Euro 973,05 + 800,48 + 200,40 = 1.973,93 but my receiving bank account was closed so it went back to Tsars Casino again.

My bank have confirmed this and I have even sent my bank statement to Tsars so they have seen as well that I haven´t received it.

I have told Tsars almost every day during two month time now to send my euro 1.973,93 to my other account but they haven´t done it, and now they don´t even answer me anymore. 

I also have another big claim with them but they don’t answer that as well. My withdrawals are however most urgent now.

Didn’t expect this from a high rated casino like Tsars.

Dear Christofferl,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Tsars Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have your three withdrawals been returned to your casino account?

Have you received any confirmation from the casino that your payments were sent out to your closed bank account?

Could you please specify when exactly you closed the account in your bank?

When was the last time you communicated with customer support regarding this issue?

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

Best regards

Veronika

Hi Veronica and thank you for your feedback.

I wrote to Tsars yesterday that I would contact you and suddenly they answered me then. They confirm that the money bounced back upon payment but they are still working to locate the money with their payment provider.

I think it is a scandal that I have to suffer because I have no control over my payment provider and their transactions.

Two months! Is that acceptable?

Incidentally, my account at that bank was closed the day before their payment took place.

At the same time, I would be extremely grateful if those of you who have Tsars so highly ranked could question them regarding my larger claim which is as follows:

It is prohibited by law for a casino to do any marketing or approach Swedish players without a Swedish license and the CJEU confirms the right of member states to limit cross-border gambling in order to combat, among other things, gambling addiction.

I have locked myself out of all gambling in Sweden due to a severe gambling addiction, but Tsars has nevertheless frequently treated me without a license with bonuses and cashbacks, which is also against the law, even for licensed casinos.

The reason for this crime is of course to avoid our state taxes and to profit from people like myself with a gambling addiction.

Tsar's only response was that they refer to their T&C but the EU court and laws take precedence over a company's T&C.

Maybe Tsars casino thinks they can do this crime anyway because they issued their license in Curacao, where they have no MGA that has to follow the rules. If so, they definitely shouldn't have your very high rating of 8.5.

My claim is a refund of my net losses incurred during their breach of the law, 26,605 euros.

Hej Veronica och tack för er feedback.

Jag skrev till Tsars igår att jag skulle kontakta er och plötsligt så svarade de mig då. De bekräftar att pengarna studsat tillbaka vid utbetalningen men de jobbar fortfarande med att lokalisera pengarna hos deras payment provider.

Jag tycker det är skandal att jag får lida för att ej har någon koll på sin payment provider och deras transaktioner. 

Två månader! Är det acceptabelt?

Mitt konto på den banken stängdes för övrigt dagen innan deras utbetalningen skedde. 

Jag skulle samtidigt vara extremt tacksam om ni som har Tsars så högt rankade kan ifrågasätta dem gällande min större klaim som gäller följande: 

Det är enligt lag förbjudet för ett kasino att göra någon marknadsföring eller närma sig svenska spelare utan svensk licens och CJEU bekräftar medlemsländers rätt att begränsa gränsöverskridande spel för att bekämpa bl.a spelberoende.

Jag har låst mig för allt spelande i Sverige på grund av svårt spelberoende men Tsars har ändå utan licens bearbetat mig frekvent med bonusar och cashbacks vilket också strider mot lagen, även för casino med licens.

Anledningen till detta brott är förstås att slippa våra statliga skatter samt att profitera på personer som jag själv med spelberoende.

Tsars enda svar var att de hänvisar till deras T&C men EU-domstolen och lagar har företräde framför ett bolags T&C. 

Kanske tror Tsars casino att de kan göra detta brott ändå på grund av att de har utfärdat sin licens på Curacao, där de inte finns någon MGA som måste följa reglerna. Om så är fallet så borde de definitivt inte ha er mycket höga rating 8,5. 

Mitt krav är en återbetalning av mina nettoförluster som gjorts under deras brott mot lagen, 26.605 euro.

Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

If you did not inform Tsars Casino about your gambling addiction, I am sorry, but we are unable to help you get your lost deposits back.

Could you please advise if the three withdrawals you requested from the casino have already been paid to you?

Hello again Veronica,

As I wrote in the last message, Tsars confirms that the money bounced back from my bank and that they are working to locate the money from their payment service provider, so it has not returned to my casino account. It is unfortunate that they have such poor control over their transaction flows that they cannot locate a bounced transaction after several months. Even more offensive is that the player in question then has to bear the brunt of the problem. If they had been that serious, they would have paid out my money now immediately when a whole 10 weeks had passed, and then solved their internal problems afterwards.

This is, in my opinion, pure scandal indeed.

Then I further understand that you cannot act as a judge at Casino Guru, but I would appreciate it if you could at least ask them how they defend the fact that they violate cross boarder gambling without a license and against both the law and the EU guidelines. If it's not as I think, ie to avoid our Government taxes and access players who locked themselves as well as being able to go around the law and still be able to offer customers bonuses. In my opinion, it is not fair that they have the same high rating with you as serious casinos that follow rules and regulations and do the right thing for themselves.

Hej igen Veronica,

Såsom jag skrev i förra meddelandet så bekräftar Tsars att pengarna studsat tillbaka ifrån min bank och att de jobbar med att lokalisera pengarna ifrån deras payment service provider, alltså så har de inte kommit tillbaka till mitt casinokonto. Det är bedrövligt att de har så dålig koll på sina transaktionsflöden att de inte kan lokalisera en tillbaka- studsad transaktion efter flera månaders tid. Ännu mer stötande är det att spelaren i fråga sedan får stå för problemet. Hade de varit något sådär seriösa så hade de betalat ut mina pengar nu omgående då hela 10 veckor passerat , och sedan löst sina interna problem i efterhand.

Detta är enligt min mening ren och skär skandal faktiskt.

Sedan förstår jag vidare att ni inte kan agera domare på Casino Guru men jag hade uppskattat om ni åtminstonde kan fråga dem hur de försvarar det faktum att de utan licens och emot både lagen samt EU riktlinjerna bryter mot cross boarder gambling. Om det nu inte är såsom jag tror, dvs för att undvika våra Goverment taxes och komma åt spelare som låst sig samt kunna gå runt lagen och fortsatt kunna erbjuda kunder bonusar. De är enligt mig inte rättvist att de har samma höga raiting hos er som seriösa casinon har vilka följer regler och förodningar samt gör rätt för sig.

I see Veronica that Tsars casino has the same high rating with you as the most serious companies that follow laws, rules and their payouts, such as Malta based Leo Vegas, Bet 365 and Storspelare.

I cannot understand how they can be compared in terms of seriousness with the Quraqao licensed Tsars casino which, against the law and the EU directive on cross-boarder gambling, markets itself to Swedish players and offers bonuses/cashbacks, and does not pay out requested withdrawals after 12 weeks. I can't get this together?

Jag ser Veronica att Tsars casino har samma höga rating hos er som de mest seriösa bolagen har vilka följer lagar, regler och sina utbetalningar, såsom Malta baserade Leo Vegas, Bet 365 och Storspelare.

Jag kan inte förstå hur de kan jämföras i seriösitet med Quraqao licensierade Tsars casino som mot lagen och EU direktiv om cross- boarder gambling marknadsför sig mot svenska spelare och erbjuder bonusar/ cashbacks, samt inte betalar ut begärda uttag efter 12 veckors tid. Detta får jag inte ihop?

Hello again Veronica,

How is it going? have you contacted Tsars casino?

If they continue to reject my claim and do not pay out my withdrawals, I will warn all the players I can by writing the information below in yours as well as in all other forums such as Casinomeister, LCB, Casinoforum.nu, The pogg and Casino Rating etc. I feel it is my duty to other players to tell the truth about Tsars Casino and I really hope you do the same by not recommending them to players based on the sky high safety index of 8.5 out of 10.

Money disappears at Tsar's casino!

I have been waiting for a full 12 weeks now for a 2000 euro withdrawal that bounced back to Tsars casino and the only answer I keep getting is that they are working on it. Scandal!

Tsars casino also deliberately violates laws and EU directives regarding cross-border rules by marketing itself and offering bonuses/cash backs to Swedish players without having a valid license. Through this violation of the law, they avoid state taxes and get access to gambling addicts who locked themselves here via gambling break. Then they claim that their T&C take precedence over laws and EU directives.

They have minimized the risk of claims by having their license in Curaçao where there is no reliable complaint center like Malta-based casinos have.

Tsars casinos are therefore highly unserious, so the strongest recommendation is to instead choose a casino that runs its business in an honest and correct way.

Christopher L.

Hej igen Veronica,

Hur går det? har ni kontaktat Tsars casino?

Om de fortsatt bara slår ifrån sig min klaim och inte betalar ut mina uttag så kommer jag varna alla spelare jag bara kan genom att skriva nedan information i ert samt i alla andra forum såsom hos Casinomeister, LCB, Casinoforum.nu, The pogg och Casino Rating m.fl. Jag känner det som min skyldighet mot andra spelare att berätta sanningen om Tsars Casino och jag hoppas verkligen ni gör detsamma genom att ej rekommendera dem till spelare baserat på det skyhöga säkerhetsindexet 8.5 av 10. 

Pengar försvinner på Tsars casino!

Jag har väntat i hela 12 veckor nu på ett uttag a’ 2 000 euro som studsade tillbaka till Tsars casino och det enda svar jag får hela tiden är att de jobbar på det. Skandal! 

Tsars casino bryter dessutom medvetet mot lagar och EU-direktiv gällande gränsöverskridande regler genom att marknadsföra sig och erbjuda bonus/ cash backs till svenska spelare utan att ha en giltig licens. Genom detta lagbrott så undviker de statliga skatter samt kommer åt spelberoende personer som låst sig här via spelpaus. Sedan hävdar de att deras T&C har företräde framför lagar och EU-direktiv. 

De har minimerat risken för klaimer genom att ha sin licens på Curaçao där det ej finns något pålitligt klagomålscenter såsom Malta- baserade casino har.

Tsars casino är därmed högst oseriösa så den starkaste rekommendationen är att istället välja ett casino som driver sin verksamhet på ett ärligt och korrekt sätt.

Christoffer L.

Thank you very much, Christofferl, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Christofferl for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Tsars Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Peter,

The withdrawals finally came after three months, but Tsars still does not answer a word regarding the claim, i.e. that they processed me for a long time despite my being locked in Sweden and despite the fact that they lack a license. It will be very interesting to hear how they will defend this and thus your rating of a sky-high 8.5. It is unacceptable behavior in every conceivable way for a casino that has the same rating as serious casinos, which follow laws, rules and act fairly.

If the Tsars will not compensate me for their violation of the rules against me, I assume that they will receive the rating from you that they deserve. After all, it is your role to guide players and warn against those who do not behave as they should.

The Tsars, through their violation of the rules, have ruined so much for me, of which the money is the smaller part. With that, it will at least be my life's work to warn all the players I can only in yours as well as all the other forums below, unless they apologize and compensate me.

"Tsars casino deliberately violates laws and EU directives regarding cross-border rules by marketing itself and offering bonuses/cash backs to Swedish players without having a valid license. Through this violation of the law, they avoid state taxes and get access to gambling addicts who locked themselves here via gambling break. Then they claim that their T&C take precedence over laws and EU directives.

They have minimized the risk of claims by having their license in Curaçao where there is no reliable complaint center like Malta-based casinos have.

Tsar's casinos are thus highly unserious, so the strongest recommendation is to instead choose a casino that runs its business in an honest and correct way".

Hej Peter,

Uttagen kom nu till slut efter tre månaders tid men Tsars svarar fortsatt inte ett ord gällande klaimen, dvs att de bearbetat mig under lång tid trots min låsning i Sverige och trots att de saknar licens. Det blir väldigt intressant och höra hur de kommer försvara detta och därmed er rating på skyhöga 8.5. Det är oacceptabelt agerande på alla tänkbara sätt för ett casino som har samma betyg som seriösa casinon har, vilka följer lagar, regler och agerar rättvist.

Kommer Tsars inte kompensera mig för deras regelbrott emot mig så förutsätter jag att de kommer få den klassningen av er som de förtjänar. Det är ju trots allt er roll att vägleda spelare samt varna mot dem som inte sköter sig såsom bör.

Tsars har genom sitt regelbrott förstört så otroligt mycket för mig, där pengarna är den mindre delen. Därmed kommer det åtminstone bli min livsuppgift att varna alla spelare jag bara kan i ert samt alla andra forum med nedan, såvida de inte ber om ursäkt och kompenserar mig.

"Tsars casino bryter medvetet mot lagar och EU-direktiv gällande gränsöverskridande regler genom att marknadsföra sig och erbjuda bonus/ cash backs till svenska spelare utan att ha en giltig licens. Genom detta lagbrott så undviker de statliga skatter samt kommer åt spelberoende personer som låst sig här via spelpaus. Sedan hävdar de att deras T&C har företräde framför lagar och EU-direktiv. 

De har minimerat risken för klaimer genom att ha sin licens på Curaçao där det ej finns något pålitligt klagomålscenter såsom Malta- baserade casino har.

Tsars casino är därmed högst oseriösa så den starkaste rekommendationen är att istället välja ett casino som driver sin verksamhet på ett ärligt och korrekt sätt".

Dear Peter,

We wanted to confirm that the funds have been returned due to the player's bank account closure during the transfer. The player has been notified about this situation. As mentioned earlier, it took some time for the funds to be returned to us by the payment provider, and we made every effort to speed up the entire process.

We are happy to inform you that the funds have finally been received and transferred to the player as of February 16th, 2024. Considering that transfers typically take 1-5 business days to process, it is likely that the player has already received them. In summary, the player has successfully withdrawn 2,030.54 EUR.

We apologise for the extended duration of this process and understand that it may have been inconvenient for the player. We want to let you know that certain exceptional circumstances, such as the closure of the player's bank account resulting in the funds being returned, are beyond our control. In a normal situation, customers inform us in advance that their bank account has been closed or changed. Refund procedures are very long and require a lot of effort on the part of the payment systems. Therefore, the process of funds being returned to us may take additional time. Nevertheless, we aim to address and resolve such exceptional cases as quickly as possible.

Also, absolutely all questions that came directly from our client were answered. We have also conducted an additional check on this fact each time we contacted the client separately and provided a detailed answer regarding his situation with the payment. Our internal procedures also oblige us to respond to every client's question.

Thank you for your understanding and patience in this matter.

Regards,

Tsars Team

Dear Christofferl,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter