Tsars Casino - Снятие игрока отложено.

Hello, I won € 2,000 with a deposit of € 10 at Tsars Casino. I paid out step by step in several payouts and thus already received € 1410, but there were problems with the last payout of € 490. The payout had failed, so I contacted the live chat several times, which told me that the casino's finance department would contact me. This also happened after 2 days. The casino is now accusing me of fraud and the money has not been paid out.

Guten Tag, ich habe im Tsars Casino mit einer Einzahlung von 10€ 2.000€ Gewonnen. Ich habe in mehreren Auszahlungen schritt für schritt Ausbezahlt und dadurch bereits 1410€ Erhalten, jededoch gab es bei der letzten Auszahlung über 490€ Probleme. Die Auszahlung war Fehlgeschlagen, daraufhin Kontaktierte ich mehrfach den Live Chat, dieser sagte mir das sich die Finanzabteiling des Casinos bei mir meldet. Dies ist nach 2 Tagen auch geschehen. Das Casino wirft mir nun Betrug vor, und das Geld wurde nicht Ausgezahlt.

Dear Timo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please indicate whether you successfully passed the KYC (verification)? What type of fraud has the casino accused you of?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina, KYC was successful even before the first payout. First I made a deposit of € 100 with a 100% bonus. I gambled away all of the bonus money, then I made another small deposit and partly played the same games as with bonus, the casino now accuses me of bonus fraud. I first won some slots with my real money and then over € 1,000 in the live casino.

Hallo Kristina, die KYC war schon vor der ersten Auszahlung erfolgreich. Ich habe als erstes eine Einzahlung von 100€ mit 100% Bonus gemacht. Ich habe das komplette Bonus Geld verspielt, daraufhin machte ich nochmal eine kleine Einzahlung und Spielte Teilweise die Gleichen Spiele wie mit Bonus, das Casino wirft mir nun Bonus Betrug vor. Ich habe mit meinem Echtgeld zu erst in einigen Slots gewonnen und danach über 1.000€ im Live Casino.

Thank you very much, Timo for your reply. I will now transfer your complaint to my colleague Peter 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.

Hello Timo,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Tsars Casino to the conversation to participate in the resolution of this complaint. In the meantime, please forward the conversation with the casino where you were accused of fraud to my email address: peter.m@casino.guru.

Hello, I sent the email.

Hallo, habe die Email gesendet.

Hello, everyone. 

This case is based on two specific games (Solar Queen and Solar King) that the customer abused while playing with bonus balance. 

So, to understand the situation, firstly, I need to explain how these games work. 

Solar Queen and Solar King are in-game progressive slots. In gambling terminology, it's called state-full.

Within 9 spins, customers can collect wilds that are saved for the 10th spin. When the 10th spin is made, all wilds that are collected play out and almost without exception there is a win. Sometimes big, sometimes small, but win nevertheless.  

Peter, I have sent a video to email: peter.m@casino.guru. You can see in this video how these games work and how can they be exploited.

On 2021-01-03 customer made a 100 EUR deposit with a 150% deposit match Welcome bonus. Together customer had a balance of 250 EUR and 150 of them were given by us.

The customer proceeded to play Solar Queen/Solar King with many different bet sizes, saving progression in the process. (screenshot 1 attached)

These bets also included 6 EUR and more, which is restricted with First deposit bonus. Max allowed bet with this bonus is 2 EUR. 

After losing his bonus balance, the customer made a suspiciously small deposit for 10 EUR and proceeded to play Solar Queen/King again. 

He had saved progressions and made just one bet with all bet sizes, collecting unfair winnings (screenshot 2/3/4 attached). 

These winnings should have gone into bonus balance towards wagering, but 

because the previous deposit was for 10 EUR without a bonus, wins were clean and withdrawable.

We are more than confident in claiming that customer knew about these games structure and how can they be exploited with an active bonus/bonus balance.

Since then, we have upgraded our system, and situations like these shouldn't happen again. Furthermore - this behavior from the customer has been defined as an attempt to cheat the casino, and we are requesting a refund of the amount: 1410 EUR (500 EUR, 500 EUR, 410 EUR), which was paid out to the customer incorrectly.

If any other information or explanation is necessary, please let me know.

I made a profit of € 150 in the said games with free spins. With this win I had played a few more games from Play in Go and also Live Casino and made further profits there. This all happened with real money!

Ich habe in den besagten Spielen mit Freispielen einen Gewinn von 150€ erzielt. Mit diesem Gewinn hatte ich einige weitere Spiele von Play in Go und auch Live Casino gespielt und dort weitere Gewinne erziehlt. Dies fand alles mit Echtgeld statt!

Hey, everyone.

Please note that the customer has admitted he won 150 EUR in these games with saved progression. It's not important that he won an even bigger balance afterward in different games. Initial winnings are illegitimate.

Timo, please contact our support department to arrange a refund for 1410 EUR.

Hello, I have not admitted that I cheated with the bonus in any way! This was not my intention either and, as already mentioned, I did not know about this gap! I got free spins with real money after depositing € 10. Free spins with 3 scatters, this has nothing to do with the other.

Guten Tag, ich habe keines falls zu gegeben irgendwie mit dem Bonus Betrogen zu haben! Dies war auch nicht meine Absicht und ich wusste wie bereits erwähnt nicht von dieser Lücke! Ich habe mit echtem Geld nach der Einzahlung von 10€ Freispiele bekommen. Freispiele mit 3 Scattern, dies hat doch überhaupt nichts mit dem anderen zu tun.

Hello.

It's beside the point that you won 3 scatters.

You made deliberated, calculated single spins, and exploited the previous progression that was collected with bonus balance.

Please, check the screenshots we have provided. The wins that are in the screenshots should have gone to bonus balance, towards wagering. Instead, you collected these wins for clean balance and used them to boost your balance even more.

Once again - this type of game-play is defined as an attempt to cheat the casino.

Thank you Tsars Casino team for the evidence provided.

Dear Timo,

We discussed the issue within the team and analyzed the evidence from the casino. Unfortunately, we have to decide in favour of the casino. You used an unfair advantage and won €150 in the games with saved progression. This is not a pattern that a casual player just stumbles upon by chance. You then continued playing with the money and won more but you were not eligible to. I'm afraid we can't help you with this one.

Best regards,

Peter