Tsars Casino - Hráčský účet byl uzavřen, výhry byly zabaveny a vrácena záloha.

Hello,

Beware of tsars.com!

I signed up at Casino Tsars.com on June 27th, 2020, deposited € 200 and received a 100 percent bonus. The maximum allowed bet was € 2, which I did not exceed in the bonus phase.

The same evening I had fully implemented the bonus and stood an amount of € 3500, which I now wanted to withdraw.

I uploaded documents (ID and bank details) and my account was verified immediately. So I applied for a bank transfer and the withdrawal status was approved.

Funny thing was that a ticket email came with the sentence

"We are looking into your withdrawal request, please bare with us."

In chat I was told that this was a letter and I should be patient. Here is the email after the payment request:

Ahoy, ***

Withdrawal request

We are looking into your withdrawal request, please bare with us.

Status: Requested

Amount: EUR 3500.00

Fee: EUR 0.00

Reference number: 550902

Please be advised that all withdrawal requests are processed within 2 business days from the rejected date. Once approved withdrawals might take up to 7 business days to reach the destination account depending on the withdrawal method chosen.

If you have any questions regarding this transaction, please contact support@tsars.com. Thank you for choosing Tsars.

Best regards,

Tsars transaction team

Start New A

************************************************** ***

After a few days I asked and got an answer that my account was being examined, but I didn't have to worry because this was a standard procedure. I kept asking whether more documents were needed. Always the same answers that it takes time and I shouldn't worry.

Yesterday on July 9th, 2020 I received the following email:

To: you details

Hi, ***,

Thank you for your patience.

I have not the best news, but we have to apply our rules fairly to every player.

You have breached our Terms and Conditions.

13.8 If our security department can't fully verify clients account and have reasonable suspicions that fraudulent activity is at play, clients winnings can be voided and account blocked.

8.12. You agree that Tsars reserves the right to cancel any payments in the event of you being suspected of fraud, collusion or illegal activity or if the Casino is monitoring the account balance or the received withdrawal request. In these cases, the Casino may start and / or take part in and / or help in the investigation of the circumstances and you agree to support and aid any such investigation.

Our security department tried calling you many times (+ 49179XXXXXX7) and you didn't pick up.

Unfortunately, this is basic verification step that needs to be done, if customers game-play and behavior is determined as suspicious.

Therefor your account is closed, winnings seized and deposit refunded.

The decision of the management is final.

If you have any other questions, don't hesitate to contact our live support.

Best regards,

Joseph

************************************************** ***

I am working and do not have my private cell phone with me. I can only be reached in the evening. I also immediately sent them a current cell phone bill (with the same phone number, my address, and bank details). But the casino again informed me that they would stick to their decision. They still wrote to me that they cannot take comfort into account.

Here too the email:

Hi, ***,

Thank you for your patience.

I completely understand your situation and frustration, but unfortunately decision has already been made.

These verification procedures by our security department are very strict and straight forward.

We try to be as forthcoming and loyal as we can, but in cases where full verification is necessity - rescheduling to players convenience is not possible.

If you have any other questions, don't hesitate to contact us.

Best regards,

Joseph

Tsars - Where the limits go past the skies

************************************************** ***

I hope (dear casino guru team) that you can help me.

Hallo,

Vorsicht vor tsars.com!

Ich habe mich am 27.06.2020 bei dem Casino Tsars.com angemeldet, 200€ eingezahlt und einen 100 Prozent Bonus bekommen. Der maximal erlaubte Wetteinsatz betrugt 2€ den ich auch in der Bonusphase nicht überschritten habe.

Am gleichen Abend hatte ich den Bonus vollständig umgesetzt und einen Betrag von 3500€ stehen, den ich nun abheben wollte.

Dokumente habe ich hochgeladen (Ausweiss und Bankverbindung) und mein Konto wurde auch sofort verifiziert. Ich beantragte also die Auszahlung per Banktransfer und der Status der Abhebung war genehmigt.

Komisch war, das eine Ticket-Email kam mit dem Satz

„We are looking into your withdrawal request, please bare with us."

Im Chat sagte man mir, dass dies ein Letter sei, und ich Geduld haben soll. Hier die Email nach der Auszahlungsanfrage:

Ahoy, ***

Withdrawal request

We are looking into your withdrawal request, please bare with us.

Status: Requested

Amount: EUR 3500.00

Fee: EUR 0.00

Reference number: 550902

Please be advised that all withdrawal requests are processed within 2 business days from the rejected date. Once approved withdrawals might take up to 7 business days to reach the destination account depending on the withdrawal method chosen.

If you have any questions regarding this transaction, please contact support@tsars.com. Thank you for choosing Tsars.

Best regards,

Tsars Transaction Team

Start New A

*****************************************************

Nach einigen Tagen habe ich nachgefragt und bekam eine Antwort, dass mein Konto untersucht wird, ich mir aber keine Sorgen machen müsse, weil dies ein Standartverfahren sei. Ich habe immer wieder nachgefragt ob noch weitere Dokumente benötigt werden. Immer die Gleichen Antworten, dass die seine Zeit brauch und ich mir keine Sorgen machen soll.

Gestern am 09.07.2020 bekam ich dann folgende Email:

An: Sie Details

Hi, ***,

Thank you for your patience.

I have not the best news, but we have to apply our rules fairly to every player.

You have breached our Terms and Conditions.

13.8 If our security department can’t fully verify clients account and have reasonable suspicions that fraudulent activity is at play, clients winnings can be voided and account blocked.

8.12. You agree that Tsars reserves the right to cancel any payments in the event of you being suspected of fraud, collusion or illegal activity or if the Casino is monitoring the account balance or the received withdrawal request. In these cases, the Casino may start and/or take part in and/or help in the investigation of the circumstances and you agree to support and aid any such investigation.

Our security department tried calling you many times (+49179XXXXXX7) and you didn't pick up.

Unfortunately, this is basic verification step that needs to be done, if customers game-play and behavior is determined as suspicious.

Therefor your account is closed, winnings seized and deposit refunded.

The decision of the management is final.

If you have any other questions, don't hesitate to contact our live support.

Best regards,

Joseph

*****************************************************

Ich bin berufstätig und habe mein Privathandy nicht dabei. Ich bin nur Abends erreichbar. Außerdem habe ich sofort denen eine aktuelle Handyrechnung (mit der gleichen Rufnummer, meiner Adresse, und Bankverbindungen geschickt). Aber das casino teilte mir erneut mit, dass sie bei ihre Entscheidung bleiben. Sie schrieben mir noch, dass sie auf Bequemlichkeiten keine Rücksichtnehmen können.

Auch hier dazu die Email:

Hi, ***,

Thank you for your patience.

I completely understand your situation and frustration, but unfortunately decision has already been made.

These verification procedures by our security department are very strict and straight forward.

We try to be as forthcoming and loyal as we can, but in cases where full verification is necessity - rescheduling to players convenience is not possible.

If you have any other questions, don't hesitate to contact us.

Best regards,

Joseph

Tsars - Where the limits go past the skies

*****************************************************

Ich hoffe (liebes Casino-Guru-Team), dass sie mir helfen können.

Dear Neptun,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if there has been any other attempt to verify your phone number, any authorization code sent to your phone in the past? Was the phone verification the only obstacle between you and a successful account verification or you’ve been advised to provide additional personal documents?

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,

Petronela

Hello Petronela,

Thank you for supporting me on this matter.

I have never received a verification call from a casino before. Usually an SMS comes with a code.

I asked Support regularly whether documents are still needed. I always got the same answers. I should be patient, the casino would contact you if something was missing.

I received no recommendation from support that I should send further documents, nor was I advised that the security department had tried to call me.

It can't be that € 3,500 is withheld just because you miss a few calls that I didn't even know were from the security department. I had no chance to call the casino back. (unknown number).

I can still prove everything. My deposit, my account, my address, my mobile number.

I am really desperate. I never cheated, no double account, the bonus conditions were not violated, I played alone, etc.

In the bonus phase, I won around € 2,500 in a RED Tiger slot with a € 2 bet. This made it not so difficult to get through the bonus phase. I went through them in one go. (With Pragmatic games and slots from Play N Go). Some games went well, others less, as is the case in the casino.

At the end I was over € 4,200, but lost something in the end, so that I ended up with € 3,500.

All in all, I am still cooperative and would like to complete the verification.

Best wishes

Neptune 07

Hallo Petronela,

Vielen Dank, dass sie mich in dieser Angelegenheit unterstützen werden.

Ich habe bisher noch nie einen Anruf zur Verifizierung von einem Casino erhalten. In der Regel kommt eine SMS mit einem Code.

Ich habe regelmäßig im Support nachgefragt, ob noch Dokumente benötigt werden. Ich bekam immer wieder die gleichen Antworten. Ich solle mich gedulden, das Casino würde sich melden, wenn noch etwas fehlt.

Ich bekam vom Support weder eine Empfehlung, dass ich weitere Dokumente schicken soll, noch einen Hinweis, dass die Sicherheitsabteilung versucht hat mich anzurufen.

Es kann doch nicht sein, dass 3500€ einbehalten werden, nur weil man ein paar Anrufe verpasst, von denen ich noch nicht einmal wusste, dass sie von der Sicherheitsabteilung sind. Ich hatte keine Chance das Casino zurückzurufen. (unbekannte Rufnummer).

Ich kann nach wie vor alles belegen. Meine Einzahlung, mein Konto, meine Adresse, meine Handynummer.

Ich bin echt verzweifelt. Ich habe keinesfalls betrogen, kein doppeltes Konto, die Bonusbedingungen wurden nicht verletzt, ich habe allein gespielt, etc.

In der Bonusphase habe ich in einem RED-Tiger Slot mit einem 2€-Einsatz ca. 2.500€ gewonnen. Dadurch war es dann auch nicht so schwer, die Bonusphase zu überstehen. Ich habe die dann in einem Rutsch durchgespielt. (Mit Pragmatic-spielen und Slots von Play N Go). Manche Spiele liefen gut, andere weniger, wie es eben so ist im Casino.

Gegen Ende war ich bei über 4.200€, verlor aber zum Schluss noch etwas, so dass zum Schluss einen Betrag von 3.500€ stand.

Alles in allem bin ich weiterhin kooperativ und möchte die Verifizierung gerne abschließen.

Viele Grüße

Neptun07

Thank you very much Neptun for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Neptun.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello, Neptun07 

Verification call is a common practice when KYC procedures are applied. 

Especially if customers game-play and behavior is defined as suspicious and potentially fraudulent. 

When you provided us with your phone number, validation responsibility lays on you. 

Our security department called you three days in a row. On two different time frames - morning/noon. 

As we already explained in cases where full verification is necessity - rescheduling to players convenience is not possible. 

It contradicts the point of callback nature. 

We are willing to grant the possibility that this situation is an unfortunate coincidence of events and you truly where not able to pick up the phone for all our 10+ calls, but that doesn't change the fact, that security department of our platform couldn't verify your phone number, therefor verify your account in general. 

Paragraph from our Terms&Conditions:  

13.8 If our security department can’t fully verify clients account and have reasonable suspicions that fraudulent 

activity is at play, clients winnings can be voided and account blocked. Institutions of Your identity and of any 

suspected Prohibited Practice by You, and You shall cooperate fully with us to investigate any such activity.

Dear Neptun.

Please, could you provide us with explanation why you are still missing the calls?

Dear Tsars Casino team.

Could you react, please?

Monday July 20th, 2020: no call

Tuesday 21.07.2020: no call

Wednesday, July 22nd, 2020: no call

I really don't understand. Support writes that no calls are necessary, I could play.

However, my account is still closed.

Montag 20.07.2020 : keinen Anruf

Dienstag 21.07.2020: keinen Anruf

Mittwoch 22.07.2020: keinen Anruf

Ich verstehe es wirklich nicht. Der Support schreibt, dass keine Anrufe notwendig sind, ich könnte spielen.

Mein Konto ist aber nach wie vor geschlossen.

Thursday 07/23/2020:

an unknown call at 12:41 p.m. CEST that I couldn't answer.

I don't know if it was from Tsars.com or an advertising call.

Here is the information again:

I have a job, have a lot of customer conversations, and cannot stare and wait at my private cell phone all the time during my working hours, hoping the casino will call me.

I can now be reached more often, but it also happens that I cannot answer every private call. (Meetings, driving, customer discussions).

I also have my private cell phone with me and I try to answer the calls as often as possible. Unfortunately, so far it was only advertising calls from other casinos.

Donnerstag 23.07.2020:

einen unbekannten Anruf um 12:41Uhr MESZ den ich nicht entgegennehmen konnte.

Ich weiß nicht ob er vom Tsars.com war oder ein Werbeanruf.

Hier nochmal die Information:

Ich bin berufstätig, habe viele Kundengespräche, und kann nicht die ganze Zeit während meiner Arbeitszeit auf mein Privathandy starren und warten und hoffen, dass das Casino mich anruft.

Ich bin zwar jetzt öfter zu erreichen, aber es kommt auch vor dass ich nicht jeden privaten Anruf entgegennehmen kann. (Meetings, Autofahren, Kundengespräche).

Ich habe auch das Privathandy dabei und versuche sooft es geht die anrufe entgegenzunehmen. Leider waren es bisher nur Werbeanrufe anderer Casinos.

Friday, July 24th, 2020: no call

Saturday 25.07.2020: no call

Sunday 26.07.2020: no call

Freitag 24.07.2020: keinen Anruf

Samstag 25.07.2020: keinen Anruf

Sonntag 26.07.2020: keinen Anruf

Hello, everyone 

Security department of our platform closed this case two weeks ago (09.07.2020), after multiple callback attempts 

and unsuccessful verification process that lasted more than a week. 

When this complaint was applied for CasinoGuru, we made an additional callback on Thursday (24.07.2020), also without any results. 

As I already mentioned in my previous response: "Rescheduling to players convenience is not possible"  

At this stage, unfortunately, case re-opening won't be considered. 

We are terribly sorry that events turned out as they did.

Dear Tsars Casino team.

Please, could you provide us with proof sustaining your claims (24.7.2020 is sufficient)? I will of course mark it as sensitive information (not visible for public).

Dear Neptun.

Please, could you specify your common working hours, so the casino may call you in much suitable time? Is it ok after 14 PM? I can see the common call times were around 12 PM which is understandable that not every type of job allows us to pick up the phone.

Hello everybody

after 3 p.m. I have to finish work and can take the calls.

Hallo, alle miteinander

ab 15:00Uhr habe ich Feierabend und kann die Anrufe entgegennehmen.

Dear Tsars Casino team. 

Please, could you do the verification call at least one more time after 3 PM during the workdays? Since it is understandable that the player cannot answer the phone when he is at work.

Hello, everyone. 

Unfortunately, as in our all past cases, we have specific verification time frame. 

If customer is unable to provide all necessary documentation within a week or at least a reasonable period, 

we will return deposit and close account. This restriction also includes phone number verification.

To often we have encountered clients who are falsifying documents and trying to manipulate other people for successful withdraw purposes.  

If there wasn't any time restrictions for verification, then even the most outrages and obvious fraud could find time and ability to forge necessary documentation. 

In this case, we have repeatedly called client, as well as called him after complaint was opened in this platform. 

Security department will not wait for client to decide to undergo verification and once again - 

rescheduling to players convenience is not possible. A lot of attempts have been made. 

This matter is closed on our security departments side and deposit has been returned to the client.

Hello,

I always sent all documents immediately, including the last invoice from my telephone provider. I can also send you a certification of my identity card. You could even check the phone with a code.

A profit of € 3,500 cannot be withheld just because you work, you have to make your money, and you missed a few calls.

When I called on July 1st, I didn't even know the casino was trying to reach me.

The support makes false statements.

After missing the repeated call, I immediately contacted the security department and asked for a new call. Unfortunately unsuccessful!

What else should I do?

Hallo,

ich habe alle Dokumente immer sofort geschickt, auch die letzte Rechnung meines Telefonanbieters. Ich kann ihnen auch eine Beglaubigung meines Personalausweis zukommen lassen. Selbst das Telefon könnte man auch mit einem Code überprüfen.

Es kann nicht sein, dass ein Gewinn von 3.500€ einbehalten wird, nur weil man arbeitet, sein Geld verdienen muss, und ein paar Anrufe verpasst hat.

Bei den Anrufen vom 1. Juli, hatte ich nicht einmal gewusst dass das Casino versucht hat mich zu erreichen.

Der Support macht falsche Aussagen.

Nachdem ich den wiederholten Anruf verpasst habe, habe ich mich auch sofort an die Sicherheitsabteilung gewendet und um einen neuen Anruf gebeten. Leider erfolglos!

Was soll ich denn noch tun?

Dear Tsars Casino team.

Thank you for your cooperation in this case.

Unfortunately, we believe the verification call should be an attempt to reach the player. From the skype proof you have provided, it is obvious, you have called the player 1.7.2020 - 4 calls in one hour and

23.7.2020 -1 call, both days around 12 PM from the skype number which is also not very common.

'If there wasn't any time restrictions for verification, then even the most outrages and obvious fraud could find time and ability to forge necessary documentation.'

This statement contradicts your July 23 call.

I am sorry but I cannot see the motivation to really reach the player with these attempts. The calls from the first July can be counted as one attempt since there were 4 calls in one hour and the second call was because of this complaint also in the similar time (around 12 PM).  

Since the player has provided you with all the documents on time and clearly explained why he could not answer the phone, we do not consider your attempts to be completely relevant. We are convinced that the player should be reached in random times and multiple days.

Please, could you revaluate the case or is this your final decision?

Hello everybody,

05.08.2020 14:38: the verification call!

Finally it worked today and Tsars Casino reached me.

My English is unfortunately not that good, so I didn't understand some of the questions so well. For example, I was asked what was my 3rd highest win or my last slot I played.

I remembered my highest win. Even on the date of my win.

After the high profit of Red-Tigerslot I just wanted to play through the bonus and did not pay close attention to the amount of the winnings of the others.

I hope that despite the language barrier, I was able to prove that I played honestly.

Best wishes

Neptune 07

Hallo zusammen,

05.08.2020 14:38 Uhr: der Verifizierungsanruf!

Endlich hatte es heute geklappt, und Tsars-Casino hat mich erreicht.

Mein Englisch ist leider nicht so gut, daher habe ich einige Fragen nicht so gut verstanden. Ich wurde zum Beispiel gefragt, was mein 3. höchster Gewinn war, oder mein letzter Slot den ich gespielt habe.

An meinen höchsten Gewinn konnte ich mich noch erinnern. Auch an das Datum meines Gewinns.

Nach dem hohen Gewinn von Red-Tigerslot wollte ich einfach nur den Bonus durchspielen und habe nicht genau auf die Gewinnhöhe der anderen geachtet.

Ich hoffe, dass ich trotz der Sprachbarriere beweisen konnte, dass ich ehrlich gespielt habe.

Viele Grüße

Neptun07

Hello.

Customers account has finally been verified and payouts will be processed.

Thank you CasinoGuru for your help.

I hereby confirm that my account has been reopened.

At the moment I can only withdraw € 500 / week, which is correct on the part of the casino.

As soon as the first amount is on my account, I will confirm it again.

Thank you in advance to Casino Guru!

Ich bestätige hiermit, dass mein Konto wieder geöffnet wurde.

Momentan kann ich nur 500€/Woche abheben, was aber seitens des Casino korrekt ist.

Sobald der 1. Betrag auf mein Konto ist, werde ich es erneut bestätigen.

Schonmal vorab vielen Dank an Casino Guru!

Hello everybody,

The payout has been received into my account.

Many thanks to Casino Guru

Hallo Zusammen,

Die Auszahlung ist auf mein Konto eingegangen.

Herzlichen Dank an Casino Guru

Hello Neptun.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru