Complaint #181 Tsars Casino

Withdrawals Delay 1800 dollars

By Martin P.

6 months ago

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

Disputed Casino Tsars Casino

Reason Delayed payment

Amount $800

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Pinzicho

• Macedonia

6 months ago

Dear AskGamblers Team,

Thank you for your support and help as always!

Somehow they processed my withdrawal via Skrill which was never requested via Skrill, I don't how they knew that I have a Skrill account as well.

I confirm that the Withdrawal was paid and also I close my account permanently due to being unsatisfied and overall really stressful experience

All the best,
Martin

Tsars Casino

• Representative

6 months ago

Dear AskGamblers Team and Pinzicho,

We would like to provide a detailed clarification regarding withdrawal requests. On 26.02.2026, two withdrawal requests were submitted via Neteller - one for 800 USD at 08:49 and another for 1,000 USD at 08:12.

Approximately 1 hour after the requests were placed, our Customer Support team attempted to notify you by email about potential processing delays. Unfortunately, due to a technical issue with our communication system, the notification email was not successfully delivered. We sincerely apologise for the confusion this may have caused.

Shortly thereafter, the player contacted us via live chat, where our agents explained the situation and informed you that the matter was under review.

Meanwhile, our Payments Department initiated an investigation. The review process took longer than usual because the matter required cooperation with the payment provider, whose support team is unavailable on weekends (Saturday and Sunday).

Following the investigation, both transactions were rolled back due to processing failures on the payment provider’s side.

- The 1,000 USD amount was subsequently used for gameplay and was spent.

- The 800 USD amount was resubmitted for withdrawal a few times, and after several attempts, it was successfully processed.

We can confirm that the delays were caused by technical issues on the payment provider’s side, which are unfortunately beyond our direct control. Nevertheless, we were actively monitoring the situation and did our best to expedite the resolution.

We do not distance ourselves from responsibility for the delay and continuously strive to provide the highest level of service. Please accept our sincere apologies for the inconvenience caused.

Thank you for your patience and understanding!

Best regars,
Tsars

AskGamblers

• Support Team

6 months ago

Dear Tsars Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Tsars Casino Complaint Stats

Resolved 30 / 30

Avg. Amount $2,580

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Tsars Casino Complaints

See all complaints for this casino

Withholding DKK 9000 Due to alleged duplicate account

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,

82h left

kr9,000

Delayed payment for 2 withdrawal requests

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

Resolved

$15,050

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

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