Complaint #195 Tsars Casino

Delayed payment for 2 withdrawal requests

By Hany M.

2 days ago

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

Disputed Casino Tsars Casino

Reason Delayed payment

Amount $15050

Discussion

89 hours left for tonytoto to respond.

Tsars Casino

• Representative

6 hours ago

Dear tonytoto,

We completely understand that you would like to receive your funds as soon as possible, and if there were any way for us to speed up the process, we would gladly do so.

At this stage, it is no longer possible to cancel the withdrawal requests and return the funds to your casino account so that you could use a different withdrawal method. If that had been an available option, we would certainly have chosen it rather than asking you to continue waiting.

At the moment, the transactions are being held by the payment provider's bank and we are unable to reverse them. From our side, we have already submitted an expedited processing request and are following up with the payment provider on a daily basis to push for the fastest possible resolution.

We sincerely apologise for the inconvenience and appreciate your patience and understanding.

Rest assured that we will keep you informed as soon as we receive any updates.

Kind regards,
Peter

tonytoto

8 hours ago

Hello,

In response of latest Tsars casino.i can confirm I did not receive any withdraw yet.

What about re deposits the fund to my casino account and cancel the withdrawal requests then the casino allow me to use another withdraw method?

Thanks,
Hany

Tsars Casino

• Representative

1 day ago

Dear Hany M,

First and foremost, we would like to sincerely apologise for the extended waiting time regarding your transactions. We completely understand that you expect your funds to be credited to your account as quickly as possible, and this is exactly the level of service we always aim to provide.

However, in this particular case, the delay occurred due to an issue on the payment provider’s side, which resulted in the transactions taking longer than usual to be completed. We understand how inconvenient this situation can be, and we truly appreciate your patience and understanding while we work on resolving it.

To make the current situation as transparent as possible, let me provide you with a breakdown of each transaction:

1477292529 - successfully completed and sent to your account. The delay in this case was caused by a mistake on our side, and we sincerely apologise for this inconvenience.
1477447513 — currently still being processed by the payment provider.
1478133776 — currently still being processed by the payment provider.

Please note that our payment specialists are actively working together with the payment provider to speed up the process as much as possible. We are following up with the provider on a daily basis, however, for now, we have not yet received a confirmed settlement timeframe.

At the moment, the payment provider has informed us that your case has been marked as a high-priority case. This means that it is being handled with additional attention, and we are hopeful that we will be able to provide you with a resolution as soon as possible.

We will keep you updated immediately once we receive any new information from the provider.
Once again, we sincerely apologise for the inconvenience caused and appreciate your patience throughout this process.

As a small gesture of appreciation for your understanding, we would like to offer you 100 free spins worth 1 CAD each for the game Holiday Season. We understand that this does not resolve the current situation immediately, but we hope you can accept this as a small gesture from our side to show our appreciation.

The free spins have already been added to your account and are available for use.

Once again, we sincerely apologise for this situation. We are fully committed to resolving this matter as soon as possible, as providing a fast, reliable, and high-quality service experience for our customers is extremely important to us.

Thank you for your patience and understanding.

Best regards,
Peter

Tsars Casino Complaint Stats

Resolved 29 / 29

Avg. Amount $2,299

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Tsars Casino Complaints

See all complaints for this casino

Withdrawal delayed since April 30th

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!

Rejected

$60

Trying since November 2025 to recive my account history of withdrawals and deposits

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.

Resolved

Withdrawals Delay 1800 dollars

Dear Team,

I am submitting a complaint regarding my experience with Tsars Casino.

I registered a few days ago and completed the verification process successfully. My deposits via Neteller were processed without any issues, and I was able to play normally.

After playing, I requested two withdrawals via Neteller — using the same payment method as my deposits:
• $1,000
• $800

Approximately two hours after submitting the requests, I received an email stating that my withdrawal “might experience a slight delay due to a minor technical difficulty.” This message appeared to refer to the second withdrawal ($800). I replied to their email asking whether both withdrawals would be affected and whether I should resubmit the requests; however, I did not receive any response.

When I logged back into my account, I noticed that the $800 withdrawal request had disappeared entirely. It is no longer visible in my casino account or in the withdrawal history. The first withdrawal of $1,000 still shows a “processing” status.

I contacted customer support several times via live chat. I was repeatedly told that everything would be fine and that the relevant department was working on it, but no explanation has been provided regarding the missing withdrawal and no timeframe has been given.

I chose this casino after seeing positive feedback about their withdrawal processing times on AskGamblers, which is why this situation is particularly concerning.

I am simply requesting clarification and the proper processing of my withdrawals, as these are legitimate winnings and were requested through the same method used for deposits.

Please find the supporting documentation attached.

Thank you for your assistance and for reviewing my case.

Kind regards,
Martin

Resolved

$800

Verification not approving

I submitted my documents on the Tsars site for verification, but the process has still not been completed. It has already been 6 days with no update. Because of this delay, I am not able to withdraw my funds of 289 USD, which is causing a lot of inconvenience.

I request you to kindly look into this issue urgently and complete my document verification so that I can access my account and withdraw my funds without any problem. A quick resolution will be appreciated

Rejected

$289

Withdrawal delayed and amount is 600 EUR

I made withdrawal request last week to mifinity wallet, which I m always using on tsars. Never had an issue with it. I had lot of successful withdrawals.

Last week I made a withdrawal the same way. I didn't received a confirmation email which they usually send when they start to process. Normally they process it in max 2 hours.

Then a couple days later I received an email stating that my withdrawal didn't went through. I get in touch with support. They told me they have an issue with their system. They need some extra time. Then they returned the money to my casino account and told me to try again. Which I did.
I ve got some emails from them stating that they having issues with mifinity. That's all I know, last 2-3 days they payment team went quiet, no email, nothing.

I m keep trying on the site with support, but the answer what I get every time is: they are working on it, be patient.

I think I was patient enough, they supposed to process it in 2 days.
We are around a week now.

Resolved

€600

Problem with Missing Withdrawal

Good morning,

On June 5, 2025, I made withdrawal requests in the amounts of 4000, 4000, and 2000 PLN, and later on the same day, I made additional withdrawals: 5 x 2000 PLN. The withdrawals of 4000, 2000, and 4 x 2000 PLN were successfully credited to my bank account immediately.

Three days later, I submitted a complaint stating that 2 of the withdrawals had not reached my account. This is not the first time such a situation has occurred, but in the past, the casino always acknowledged the error and returned the money to my player account. In this case, Tsars refunded 2000 PLN, but I have still not received either the 4000 PLN to my bank account or a refund to my player account.

The casino claims that everything is fine on their end and that the funds were sent. They provided me with RRN numbers and asked me to check with my bank. However, my bank does not have the capability to trace incoming transfers using RRN numbers. Tsars asked me to provide proof of this conversation with the bank, which I did.

I have sent them account statements, but they continue to insist that the funds were sent. I am attaching my bank statement, a screenshot of the transaction in question, and the conversation with the bank.

I kindly ask for your help.
Thank you.

Resolved

zł4,000

Pending time for withdrawal passed

I have been a member of tsars for years now. Have made multiple withdrawals that have been fine with no issues including one for $2000nzd that got paid to me on the 12th of this month.
This time I have made contact with support a lot and have been told there is a problem with payment provider and keep getting told to wait. I asked if I could change to crypto withdrawal and I was told yes but only if I make a deposit via crypto first. Which I did, Only to find out this was not true. All the info is recorded and will be provided in this complaint. It has only been 40 hours since requesting the withdrawal but in there terms and conditions it states withdrawals will be processed within 24 hours.
I have tried to upload screenshots but the max file is 5mb

Resolved

$45,563

Withdrawal request stuck on pending status

Hello!

As title says, withdrawal request on tsars casino got stuck on "pending" status.

Withdrawal request was made 31.5.2024.

I have contacted tsars support several times regarding this problem and i have always gotten the same response "issue has been forwarded to the Finance department and they will contact as soon as the problem is fixed etc etc". It has been way over a month and still no update.

I have been playing there for several years, made several deposits and withdrawals and never gotten any problems except this time. Could it be a real issue they are trying to fix or are they not trying, i do not know. But what i do now, this is not normal and they should reward the withdrawal amount back to my gaming balance as this is not an issue caused by me.

Transaction number: 862118102
Amount: 1000eur

I do not have any screenshot proof of the transaction as my transaction history on tsars is slowly getting cleared as it has been so long.

Resolved

€1,000

Withdrawal late again 1300 Euro

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.

Resolved

€2,700

Three weeks fore a withdrawal

Hi, I did a withdrawal. 2024-06-18 And I still haven't received it.

After I did the withdrawal. I got a new card from the bank since the last one wasn't usable anymore. Unfortunately, the old card. Was the one I did the withdrawal on and when i got a new 1 it's the same card just different expiration dates.

I have done withdrawals with the new card and it has worked perfectly. However, the one I did with the old 1 is still under pennding.

The casinos customer service are telling me that the financial department are still waiting for an answer from the payment provider. How come it can take 3 weeks for this, that's insane to me.

Resolved