Tsars Casino - La cuenta del jugador ha sido bloqueada.

Good afternoon.

I receive an email commenting that I have returned a bank transfer through karma sofort for an amount of 100 euros, they do not give me more information or receipt or anything. My cell phone has recently been hacked and I am very nervous because talking to the bank they tell me that no receipt has been returned. They comment that they put everything in the hands of the Police and that I must return the money. I am waiting for your response but I do not understand anything if I have not returned any transfer and everything I have played has been withdrawn from my bank.

Buenas tardes.

Recibo un correo electrónico comentando que he devuelvo una transferencia bancaria a través de karma sofort por un importe de 100 euros, no me dan más información ni resguardo ni nada. Mi móvil ha sido hackeado recientemente y estoy muy nervioso porque hablando con el banco me comentan que ningún recibo se ha devuelto. Ellos comentan que ponen todo en manos de la Policía y que debo devolver el dinero. Estoy esperando su respuesta pero no entiendo nada si yo no he devuelto ninguna transferencia y todo lo que he jugado ha sido retirado de mi banco.

Dear JL86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information and the name, ideally the URL of the casino. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good Morning ,

The casino is Tsars.com

I am emailing them and they send me the information of the transfer that my bank supposedly requested a retrocession, which my bank denies and clearly I have not asked for it either. They tell me to take legal action because that money never came to them and I enjoyed it. I have never asked for a retrocession of that transfer and the money left my account, I have sent them information, transfer confirmation and the last movements of 2 months and even so they continue to say that I did not pay that money and they demand it to enter from again, if not they won't open my account.

Buenos días ,

El casino es Tsars.com

Estoy a correos con ellos y me mandan la información de la transferencia que supuestamente mi banco pidió retroceso, cosa que mi banco desmiente y claramente yo tampoco la he pedido. Me dicen que tomaran acciones legales porque ese dinero nunca les llegó y yo lo disfruté. Yo nunca he pedido retroceso de esa transferencia y el dinero salió de mi cuenta, les he enviado información , confirmación de transferencia y los últimos movimientos de 2 meses y aún así siguen diciendo que yo ese dinero no lo pague y me lo reclaman a ingresar de nuevo, si no no me abren la cuenta.

Do I understand correctly that the money has been debited from your bank but never arrived in your casino account? Subsequently, you've been accused of a charge back?

The money came out of my bank and into my account at the casino, but they tell me that I enjoyed that money and they have never received it.

El dinero salió de mi banco y llego a mi cuenta en el casino, pero ellos me dicen que yo disfruté de ese dinero y a ellos nunca les ha llegado

Is there any relevant communication from the casino that you could forward to petronela.k@casino.guru? Thank you in advance.

Thank you very much, JL86, for your emails. I understand the issue now. Could you please advise if this were your first deposit in this casino? Have you accumulated any winnings from the abovementioned deposit or it has played and lost?

Additionally, could you please forward your payment receipt to petronela.k@casino.guru? Looking forward to hearing from you.

Hello Petronella

No, this was one of many deposits that I have at this casino. I have never withdrawn anything, I have only deposited and deposited and bad luck makes me not win yet. That is why it surprises me more that I have deposited many more times and always well and now before asking anything they accuse of a crime according to them directly

Hola Petronella

No, este fue uno de tantos depósitos que llevo en este casino. Nunca he retirado nada , solo he depositado y depositado y la mala suerte me hace no haber ganado aún. Por eso me sorprende más que he depositado muchas más veces y siempre bien y ahora antes de preguntar cualquier cosa acusan de un delito según ellos directamente

Do I understand correctly that your account is blocked at the moment? If you can't make a screenshot of your casino deposit history, would you mind sharing your bank statement with previous deposits to this casino? My email address is petronela.k@casino.guru and I can assure you that this document will remain private. Thank you in advance.

The complaint has been resolved, they have admitted that the error was not mine.

La queja se ha resuelto, han admitido que el error no ha sido mío.

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, JL86, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru