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Tsars Casino - Denied withdrawal of funds because of old cards

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Casino en conflicto

Tsars Casino

Cantidad

€ 1800

Publicado el 29 de enero de 2024

Hi! I've been a customer at Tsars Casino for many years and I've withdrawn balances from them in the past.

Now I have a balance of 1800 euro and I made the initial deposits with a verified card. They are now denying me a withdrawal due to the fact that there are old cards that are not verified. These cards haven't been used in years.

Seeing that I have a verified card that I managed to deposit from, there should be no problem to make a withdrawal to the same verified card used for the deposit. What they're asking of me is unreasonable.

They want me to verify cards that are no longer in my possession and that are no longer valid. I've tried to reason with them, but getting nowhere. They feel that I should go to the bank (where I'm no longer a customer) and ask for documents belonging to these outdated cards. The thing is that the card numbers aren't fully visible in Tsars.com and they are so old that I really have no clue which bank account it used to belong to. Please could you help me forward?

Like I said, the card used for deposit is verified according to their standards and there should be no problem to make a withdrawal to it. The account itself is also verified.

Please help me, this is not fair.

AskGamblers
Publicado el 31 de enero de 2024

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.

Publicado el 31 de enero de 2024

Hello,

Our anti-money laundering system operates differently. Picture this scenario: if you use someone else's stolen card to make deposits and later use your card, fully verifying it and withdrawing money, it becomes a method to launder funds from the stolen card.

We ask that our clients verify their deposit methods to avoid such situations. This ensures that the deposit method truly belongs to the client and no third-party card was used. We are very sorry for any inconvenience this process may cause. It aligns with rules aimed at preventing money laundering.

We've encountered challenges verifying your cards because of our efforts to speed up the process. While some past providers have responded and provided information, others have yet to. Currently, we require proof of ownership for the card ending in 535583******2387, which you last used just over two months ago on 2023-11-08.

Concerning your other cards, we are actively working with payment providers to help you with any issues. If additional questions arise, we will promptly reach out to you.

To verify your card, you can provide a photo of the card, covering the middle digits with a piece of paper. Alternatively, a screenshot with the relevant details will be enough if the card is virtual. An email from your bank confirming card ownership is also acceptable.

I greatly appreciate your understanding and cooperation in this matter. If you have any questions or concerns, please don't hesitate to let us know.

Regards
Peter

AskGamblers
Publicado el 3 de febrero de 2024

Dear @Forkish,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Tsars Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Tsars Casino Quejas

  • 5 de 5 Resuelta
  • 1 día Promedio de respuestas
  • 6 días Duración media de la queja
  • 626 USD Importe medio

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