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Hi, the casino blocked my account and blocked my withdrawal because they accuse me of chargeback because I paid 50 euros and after playing and winning 1100 euros I withdrew 800 euros, after which they blocked my account by sending me an email accusing me chargeback and blocking my account

Salve,il casinò mi ha bloccato il mio account è bloccato il mio prelievo perché mi accusano di chargeback perché ho versato 50 euro e dopo aver giocato e vinto 1100 euro ho prelevato 800 euro, dopo di che mi hanno bloccato il conto inviandomi una mail accusandomi di chargeback e bloccando il mio account

Hello Rocco,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify whether you performed chargebacks or not?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi, I have never made any chargebacks, I have paid using Klarna Sofort for at least 100 transactions and have never had problems or requested a reversal, instead they complain that I have requested a cancellation of 50 euros!

Ciao, io non ho mai eseguito alcun storno di addebito, ho versato utilizzando Klarna Sofort per almeno 100 transazioni è mai avuto problemi o richiesto uno storno, invece loro mi contestano di aver richiesto uno storno di 50 euro!

Thank you very much Rocco for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Rocco,

I looked at your complaint as well as the forwarded e-mail. I understand the situation and I’ll try my best to resolve the issue.

I would like to invite Tsars Casino to join this conversation.

Dear Tsars Casino,

Could you please comment on Rocco’s complaint and provide evidence to prove your claims? You can forward the information to my e-mail address andrej.p@casino.guru.

Good afternoon

We received a bank statement from a client

It was sent to sofort. Sofort will contact the bank as soon as possible. Unfortunately, we are not a payment processor and do not see all the details.

I will keep you informed, sorry for the inconvenience.

Regards

Andrei

Thank you, Tsars Casino representative, for your reply. We’ll wait for further updates from you.

Hello, everyone. 

On a weekly basis, we receive a chargeback report from our payment system provider. 

In this week's report, Rocco's payment for 50,00 EUR was on this list. 

What does it mean: 

To put it simply - money was credited to the customer's Tsars balance, but in the end, it didn't reach our bank account. 

When this happens, unfortunately, we are forced to assume the worst - that the customer willingly/illegally has requested a chargeback, 

because we have had a mostly bad experience with these types of situations. 

We blocked the customer's account and sent him an informational email to which the customer responded - that he didn't request any chargebacks.

The next step is to request a detailed bank statement from the customer for further investigation. 

When we received Rocco's bank statement, we forwarded it to the payment system provider, and they contacted with customer's bank. 

Through prolonged discussion payment system provider and customer's bank were able to find the missing payment. 

The situation has now been sorted out, and the customer's account has been unblocked.

We are terribly sorry about this inconvenience, but we need to follow the protocol in chargeback cases, no matter if they are true or false.

Regards

Andrei

The methods used by the casino are absolutely not incorrect in my view, also because they find me in a gaming session from which I was excluded from the casino without the possibility of returning and taking it back

I metodi usati dal casinò non sono assolutamente scorretti secondo il mio punto di vista, anche perché il mi trovano in una sessione di gioco dalla quale sono stato escluso dal casinò senza la possibilità di rientrare e riprenderla

Hey, again. 

Rocco, your account was re-opened; if any winnings didn't credit due to account closure, please try to visit the same slot you played. 

Your playing progression should continue, and winnings should add automatically. 

If they won't, please contact our live support, and they will fix it. 

As I already mentioned in my previous response - the methods we used in this situation are standard practices when dealing with charge-backs. 

I hope this information helps!

Regards

Andrei

Thank you, Tsars Casino team, for providing the detailed explanation.

Dear Rocco,

Please understand that the situation was very likely caused by an error which the casino did not have any influence over. Also, please note that the procedure Tsars Casino uses to defend itself against chargebacks is quite standard.

I’d like to kindly ask you to confirm that the issue has been in fact resolved.

Ok problem solved

thank you

Ok problema risolto

grazie

Dear Rocco,

Thank you for your consideration and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru