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I made a withdrawal of 600E and they denied it to me because they say that I put the name of the bank wrong when I put everything right and on top of that they charge me 25 euros for an error that does not exist apart from the 7E commission that they charge every time you want to make a withdrawal , they are thieves and do not provide any help

Hice una retirada de 600E y me la deniegan porque dicen que puse mal el nombre del banco cuando lo puse todo bien y encima me cobran 25 euros por un error que no existe aparte de los 7E de comisión que cobran cada vez que queires hacer un retiro, son unos ladrones y no facilitan ayuda ninguna

Dear Marco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that allegedly incorrect bank details seem to be obstacles standing between you and your winnings? Is this your first attempt to withdraw winnings from this casino?

If there's any relevant communication please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

They asked me for the name of the bank and I put Banco Sabadell instead of Banco de Sabadell. The question is that they cannot charge you 25 euros for this error, apart from the high commissions that they have, they put problems on everything and they do not give you any help or facilities, I just did the second withdrawal attempt I'm waiting for confirmation

Me pidieron el nombre del banco y puse banco Sabadell en ves de banco de Sabadell la cuestión q no pueden cobrarte 25 euros por este error aparte de las altas comisiones q tienen ponen pegas para todo y no te dan ninguna ayuda ni facilidades, acabo de hacer el segundo intento de la retirada estoi a la espera de la confirmación

Thank you very much, Marco, for the update. Please keep me informed about any further developments.

Hello Marco,

Have there been any developments since our last conversation, please? 

Dear Marco,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request.

Dear Tsars Casino team,

Could you comment on this case, please? Thank you in advance.

Hi team.

I'd like to explain why we do this and what's going on in general.

Withdrawal to the international bank occurs through our partners. Each withdrawal costs us from 10 to 15 euros, depending on the market.

It was decided to reimburse part of this amount to clients, so we took 7 euros and set this price for all markets (we compensate this by the fact that there is no commission on cryptocurrencies).

Further, payments to the bank are made automatically. Client data must be perfectly accurate for the bank to accept it. The client fills out a payment request and the data automatically goes to the bank.

If at least some data does not match, the payment is returned to us after a short pause. We are charged 25 euros for attempting to process a payment with incorrect data. This is not our commission but that of the payment system.

You can find the respective paragraph in our rules:

8.3.1 In case if the player enters incorrect bank details in his account, trying to withdraw to a bank of another country (the country of residence must be the same as the country where the bank is registered), trying to withdraw to Revolut (this is only possible if you live in Lithuania) Tsars reserves the right to charge a €25 fee for each failed (returned) withdrawal.

We are sorry that the client had to face this fact, but before filling out a request for payment, we insist that the data is 100% correct because the banks do not tolerate mistakes.

Unfortunately, we do not have a huge load of various commissions, not all commissions are paid by the client, but we can not be held responsible for correct or incorrect completion of the application for a payout.

As far as I know, the client received his payment, and his account is still active. We can only congratulate him on his winnings.

Best regards

Andrei

Thank you very much, Andrei from Tsars Casino, for the clarification.

Dear Marco,

Could you please confirm that you received your winnings and continue to be a member of this casino? Thank you in advance.

Dear Marco,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.