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Tsars Casino - Not quite helpful with deposit issue

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Casino en conflicto

Tsars Casino

Cantidad

€ 40

Ageorgis1 Chipre
Publicado el 8 de mayo de 2023

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)

Publicado el 9 de mayo de 2023

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

AskGamblers
Publicado el 12 de mayo de 2023

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 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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