Problem with Missing Withdrawal

Subject: Request for Assistance – Tsars Casino Withholding DKK 9,000 Due to Alleged Duplicate Account

Dear AskGamblers Complaint Team,

I am contacting you because I need assistance with a dispute concerning Tsars Casino and approximately DKK 9,000 in funds that they are currently refusing to pay out.

I have already attempted to resolve the matter directly with Tsars Casino, but they continue to refuse my withdrawal.

Background

I was previously a customer of Tsars Casino and had an account with them for a significant period of time. Over approximately the last three years, I have deposited and played for a total amount of around DKK 1.8 million with Tsars Casino and was a VIP member.

At one point, I voluntarily asked Tsars Casino to close my previous account because I felt that I was gambling too much at that time.

Approximately two months ago, I contacted Tsars Casino support through their live chat because I wanted to know whether my previous account could be reopened.

I was told that the old account could not be reopened because it had been closed in connection with gambling-related issues.

I then asked what I could do instead, and I was told by Tsars Casino support that I could create a new account.

I relied on that information and subsequently created a new account.

This is a very important part of my complaint. I did not secretly create another account in order to circumvent Tsars Casino’s rules. I specifically contacted their support beforehand to ask what I was allowed to do, explained the situation regarding my previous account, and followed the instructions I was given.

What happened on 14 September 2026

On Monday, 14 September 2026, I deposited DKK 3,000 into my new Tsars Casino account.

I received a bonus which had a DKK 30,000 wagering requirement. The DKK 30,000 was therefore not my deposit — it was the amount I was required to wager in order to complete the bonus requirements and become eligible to withdraw.

I spent approximately six hours playing in order to complete the DKK 30,000 wagering requirement.

I successfully completed the bonus wagering requirement and subsequently ended up with approximately DKK 9,000 in my account, which I then attempted to withdraw.

Only when I attempted to make the withdrawal and went through the required verification process did Tsars Casino raise the issue that my account was allegedly a duplicate account.

They are now refusing to pay my approximately DKK 9,000 balance on this basis.

I strongly dispute that this is a fair basis for withholding my funds.

Tsars Casino had multiple opportunities to identify the previous account

The new account was not created using false information.

I used my real name, real personal details and genuine information.

The email addresses used are Gmail aliases which lead to the same Gmail mailbox. In other words, they are aliases of the same underlying email account rather than an attempt to hide my identity.

I also went through the verification process using my genuine personal information.

Tsars Casino therefore had multiple opportunities to identify that I had previously held an account.

Despite this, they allowed the new account to remain active for approximately two months.

They accepted my deposits.

They allowed me to play.

They allowed me to accumulate a balance.

And only when I attempted to withdraw my money did they suddenly determine that the account was allegedly a duplicate account.

This is particularly important because I had specifically contacted their support before creating the account and was told that I could create a new account.

The missing live-chat record

Unfortunately, I do not have a screenshot of the original live-chat conversation.

At the time I contacted Tsars Casino, I was not logged into an existing account because my previous account had already been closed. I therefore had no reason to believe that I needed to preserve the conversation myself.

However, the conversation was with Tsars Casino’s own customer-support system.

I have asked Tsars Casino to investigate and retrieve the relevant chat records, but they have told me that they cannot find the conversation.

I find this difficult to understand, particularly because the conversation directly preceded the creation of the new account.

I am asking AskGamblers to help determine whether Tsars Casino can properly investigate its own historical support records and establish what information was provided to me by its support team.

My position

I fully understand that casinos may have rules concerning duplicate accounts.

However, in this case I did not knowingly attempt to violate such a rule.

I specifically contacted Tsars Casino before creating the new account because I wanted clarification.

I was told that my old account could not be reopened, but that I could create a new account.

I then followed that instruction.

I did not conceal my identity, use false personal information or attempt to deceive the casino.

The casino subsequently allowed the account to operate for approximately two months, accepted my deposits and only raised the alleged duplicate-account issue when I requested a withdrawal.

I therefore believe that the circumstances surrounding the creation and continued operation of the account need to be properly investigated before my funds can legitimately be withheld.

What I am asking AskGamblers to help with

I respectfully ask AskGamblers to investigate this dispute with Tsars Casino and assist me in obtaining the approximately DKK 9,000 currently being withheld.

In particular, I would appreciate assistance in asking Tsars Casino to:

1. Investigate the original live-chat interaction in which I was told that I could create a new account.

2. Explain why the new account was allowed to remain active for approximately two months.

3. Explain why my identity and personal information were accepted and verified.

4. Explain why deposits were accepted if the account was considered invalid.

5. Provide the specific Terms and Conditions they are relying upon to confiscate or withhold my balance.

6. Consider the fact that I relied directly on information provided by their own customer-support representative.

7. Release my remaining balance of approximately DKK 9,000.

I am not asking AskGamblers to disregard legitimate casino rules.

I am asking for the circumstances of this particular case to be considered fairly, especially because I sought clarification from Tsars Casino before opening the account and acted based on the instructions I received from their support team.

I have been a long-term customer of Tsars Casino and previously had VIP status, with approximately DKK 1.8 million deposited and played over the past three years. I mention this only to provide context regarding my longstanding relationship with the operator and to demonstrate that I have never attempted to hide my identity from Tsars Casino.

I am happy to provide any documentation I have available, including account information, deposit records, withdrawal information, verification documents and correspondence with Tsars Casino.

Thank you for taking the time to review my case. I would greatly appreciate your assistance in resolving this matter.

Kind regards,

Hi,

I have requested 2 withdrawals via Interac, but did not receive any of those withdraw amount.

I have contacted them, and support agents have mentioned the same thing every time, which seems like a standard answer or AI-generated answers.

One time they mentioned the payment was sent to the payment provider, and the problem is the payment provider ( despite the fact that it is an Interac transfer, not a wire or Bank transfer). Another time they mentioned the payment had not been sent out yet.

Usually I receive payment right a way not usual this delay and many scenarios.

Another time they emailed me and said there was a technical problem with the transfer. Then the support agent said they already solved the problem. But still nothing has been received yet

I received so many versions and answers.

Not sure what is going on and why there are such delays, despite Interac being instant.

Here are the two withdraw transactions number at the casino.

00e113437373434373531333 for the request of 8000.00 CAD

1be013437383133333737363 for the request of 7050.00 CAD.

Hopefully you will be able to help, as I get drained contacting support all day and getting nothing in the end.

Thanks

Hello.

I have been trying to withdraw my money for 5 days now.

The support says the same auto-generated message that it is going through the financial department, but nothing happens.

They are stating that the withdrawals are instant, but nothing happens.

I am attaching the photo of the transaction of 60 USD with the date and everything.

Thank you!

Hey there Ask gamblers

I'm trying since November 2025 to get a list of my deposits and withdrawals made on this casino but every time i contact them they say to wait.

Refering to § 15 DSGVO law they are obligated to send such info in 30 days, its been now almost 6 months.

I get always the same answer to wait, but this is not normal to wait so long, other operators send this kind of documents withis 2 weeks.

I hope Ask gamblers will help to resolve this issue.

It’s again over 10 working days my withdrawal didn’t arrived to my bank account. Every time I withdraw something I need to write a complain.

I don’t get it why you do it like this all the time it is 1300€ again.

Please fix your issues otherwise you will lose me as a player! It's been exactly the same now 3 times.