Complaint #89 Tsars Casino

Not quite helpful with deposit issue

By Andreas G.

3 years ago

I did a deposit more than 24 hours ago. The deposit was 40 euros and I selected weekend reload bonus also which was 30% + 50 free spins on Pirots. I didn't receive the money in the Casino so I went to their live chat. At the live chat they told me to send them proof that money has been taken from my bank account and I sent them. Then they told me to wait for 1 hour and then send them again if the money don't get into my account.

I contacted them after 1 hour and they told me that they will forward the issue to the finance team. After 24 hours still, no answer and I go to check the transaction in my bank account and the transaction was accepted by them and the status went completed. Then I opened the Casino and I had no money inside. I went to the cashier at my transactions and i found the deposit there and the status from processing went to failed. Now I am trying to contact them and after 2 hours their live chat is not responding.

https://prnt.sc/7gvxGj0o2FVN - This is the screenshot of the charge at my bank account and the status says pending.

https://prnt.sc/ccH9vDAr7SBw - After 24 hours they accepted the transaction.

https://prnt.sc/thw2femRIRKy - The trasaction status yesterday in the casino.

https://prnt.sc/51dPwbbnt_Fb - The trasaction status today(now)

Disputed Casino Tsars Casino

Reason Amount not credited

Amount €40

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Ageorgis1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Tsars Casino

• Representative

3 years ago

Dear client

Thank you for bringing your concerns to our attention in such detail.

We sincerely apologise for any inconvenience you experienced during the deposit process, and we are genuinely sorry that you had to face these difficulties. We have thoroughly reviewed your complaint and investigated the entire interaction surrounding this unpleasant incident.

Based on our findings, we see that you reached out to our chat support on 05.05.2023 immediately after your unsuccessful deposit. During the same chat conversation, our agents asked for payment confirmation from you in order to escalate the case to our payments team. Our support agent also informed you that the investigation might take some time, as payment issues are manually reviewed by our payment specialists. Typically, such matters are resolved within 24 hours. However, in certain instances, depending on the complexity of the issue and the involvement of payment providers and their support teams, it may require additional time. Unfortunately, this was the case with your unsuccessful deposit. We apologise for any inconvenience caused and appreciate your patience and understanding during this process.

About the matter at hand, we have decided that the issue has been resolved. It was found to be a technical issue on the payment provider's side, which significantly contributed to the delay in providing a prompt solution. Our support team has been in contact with you, notifying you of the outcome and confirming that the funds will be returned to your bank account within 1-3 business days.

We hope that our explanations have provided you with additional clarity regarding this situation. Furthermore, we would like to express our gratitude for sharing this incident with us. Your feedback is invaluable, and we will address it with our management to improve our deposit process.

If you have any additional questions or concerns, please do not hesitate to contact us.

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