Tsars Casino - Nalog igrača je zatvoren zbog duplih naloga.

I am submitting a formal complaint regarding Tsars Casino and their handling of my account.

The core issue is not the existence of duplicate accounts, but the fact that the operator was fully aware of this and failed to take appropriate action at the time.

I had two accounts on Tsars before which I contacted them about the 3rd November 2025 asking them to ban my accounts and also to make sure it is not possible to create any account using the same personal details, all of which were verified with my identity (KYC). The reason was that I suffer from gambling addiction which they acknowledged. I will attach screenshots of the email sent to them on the 3rd of November, but there has also been chat messages sent to their support from my account on their casino platform where they were told about my gambling problems aswell.

After this I was still able to open an account and get it verified and make deposits. On the 7th of March I contacted them since they were not letting me withdraw any funds. They answered that there were no restrictions placed on my account and that it was fully verified. (which should not be possible).

The casino also identified the duplicate accounts the 7th March 2026 and issued a warning, confirming that they were aware of the situation by email.

Despite this, my new account remained fully active and I was allowed to continue depositing and gambling significant amounts of money without any restriction.

At no point was my account immediately suspended or effectively restricted when the issue was identified.

On March 7th, I also contacted the casino directly and questioned why my account was still active despite previous account closures and concerns. This further put them on notice regarding my situation.

No meaningful action was taken following this communication.

On March 27-28th, I was able to make over 25 deposits totaling approximately 3800 EURO. When I latter asked for withdraw they once again acknowledged that I accounts that was banned beforehand but they only gave me a warning to start. 

Only after I attempted to withdraw funds the second time did the casino take action and lock my account. At that point, they refused both withdrawals and refunds, citing duplicate accounts as justification.

This demonstrates clear selective and retroactive enforcement of their Terms and Conditions.

The casino accepted my deposits, allowed continued gameplay, and only enforced restrictions when it became financially beneficial for them to do so.

Additionally, my identity had already been fully verified, meaning the operator had all necessary information to detect and act on duplicate accounts earlier.

Their claim that they could not prevent this or identify it in time is not consistent with the fact that they had already issued warnings regarding duplicate accounts.

As a result of their failure to act, I incurred significant financial losses that could have been prevented.

I am requesting a full refund of all deposits made after the point at which the casino became aware of the duplicate accounts and failed to take appropriate action which should be the 3rd November 2025 but im OK with accepting a refund for all deposits after the 7rd March 2025 where they once again acknowledged this.

All supporting evidence, including communication with the operator and transaction history, is available and can be provided upon request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tsars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share any previous conversation with the casino where you disclosed suffering from gambling addiction to the casino? Make sure the time of the message, the recipient, and the sender are specified.
• Have you asked the casino for a refund due to failed player protection? What response have you received? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent you screenshots of previous conversation with the Casino by email.

Thanks for helping me.

Thanks for your reply and the evidence provided via email.

• Have you saved the communication from November 2025 where the casino acknowledged your self-exclusion request, or any live chat correspondence you had with the casino's support at that time?
• Could you please specify when your account was closed? Have you received any confirmation about account closure? Would you be able to provide this information to me?
• Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Hello Tomas, I have sent you an email with screenshots of the emails I have where I requested self exclusion forever and that my personal information never should be able to open an account and be verified. I have also made an access Request pursuant to Article 15 of the General DataProtection Regulation (GDPR) so they have to send me the chat history which proves my case.

To clarify this specific account was created in 2026, they verified it in full by KYC in February and acknowledged my other accounts that were banned since before because of my gambling addiction. With that said they knew I was the same person that had made two requests to be self excluded because of my addiction before. But they took no action even though they knew about my addiction and previous accounts that I had been self excluded from because of this. They let my account stay open so I could deposit these huge amounts aswell as giving me bonuses when depositing...

Dear ludde2424,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello ludde2424,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Tsars Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello and thank you for helping me with this case. Have you seen all evidence I sent to Tomas email?

Dear ludde2424,

All of the evidence you've shared thus far is accessible to me; I've also gone through everything. Should the need for you to provide anything else arise, I will let you know.

Dear Michal,

Thank you for your message and for the opportunity to clarify this matter.

We have conducted a thorough and comprehensive review of the customer’s account and all related activity. Based on our findings, we can confirm that the customer created and used multiple accounts within our platform, which constitutes a direct violation of our Terms and Conditions.

As outlined in our Terms and Conditions:

13.1 The following practices (or any of them) in relation to the Services: Opening any Duplicate Accounts; constitute "Prohibited Practices" and are not permitted and will constitute a material breach of the Terms of Use. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur. Subject to the above, however, we will not be liable for any loss or damage which You may incur as a result of any Prohibited Practices, and any action we take in respect of the same will be at our sole discretion.

13.3 You agree that You shall not participate in or be connected with any form of Prohibited Practice in connection with Your access to or use of the Services.

22.5 If we consider the violation of the rules as an attempt to cheat the casino, Tsars may confiscate all winnings and deposits without refund.

Based on these rules, the use of duplicate accounts is strictly prohibited. Following a careful internal review, Customer Care Management has confirmed that this case clearly falls under the violations described above. As such, both deposits and winnings are subject to confiscation, and no refund can be issued.

We would also like to emphasize that the customer accepted our Terms and Conditions at the time of registration. This includes explicit acknowledgment of the rules regarding duplicate accounts and the consequences of violating them.

Regarding the claims about responsible gambling and prior self-exclusion requests, we take such matters very seriously. However, for restrictions to be fully enforced, they must be completed through the designated responsible gambling procedures and properly confirmed within our system. The fact that a new account was created and fully verified indicates that these measures were either not finalized through the required process or were circumvented by the creation of a new account, which again constitutes a breach of our Terms and Conditions.

Additionally, we would like to clarify that once the duplicate account activity was confirmed, appropriate action was taken in accordance with our policies. The timing of enforcement does not negate the fact that the customer engaged in a prohibited practice.

After a careful and comprehensive review of all available information, we have reached this conclusion based on the applicable Terms and Conditions. As the customer’s activity falls under the violations outlined above, there are no grounds for a refund in this case.

We fully understand that this may not be the outcome the customer was hoping for, and we want to assure you that this decision was not made lightly. It reflects a thorough assessment of the situation and is aligned with our policies, which are applied consistently to ensure fairness and compliance for all users.

Should you require any additional details, clarification, or supporting documentation, we remain at your disposal and are more than willing to assist further.

Kind regards,

Darja

Dear Tsars Casino,

I once again have to point this out.

You just wrote: "Additionally, we would like to clarify that once the duplicate account activity was confirmed, appropriate action was taken in accordance with our policies. The timing of enforcement does not negate the fact that the customer engaged in a prohibited practice."

Do you mean that after you acknowledged my duplicate accounts and the fact that they were self excluded it is an appropriate action to after this letting me make deposits for over 3000 euros?

After this acknowledgement you did nothing. You let me keep making deposits, You even let me make withdraw.

I want you to clarify that this is what you mean by appropriate action?

You did not block my account or do nothing to keep me from depositing until I contacted you with my refund request which was days after you confirmed you knew about the duplicate accounts and I had after that still been able to deposit over 3.000 euros and even make withdraw.

I do not believe that is an appropriate action. An appropriate action would have been to immediately block my account but instead you chose to do nothing.

You can not choose when to act by your own terms and regulations. You always have to act by them. If duplicate accounts is against them, why did you let me make deposits even after confirming you knew about them? Explain this

Thanks

/Ludvig

What is happening and why has no update been given yet? This is still not solved.

Dear ludde2424,

I would like to clarify my understanding of your situation. Based on what you have shared, it seems that the first two accounts you created were verified. After that, you communicated your gambling concerns to the casino, and subsequently, you were able to create a third account, verify it as well, and make a deposit. Is that correct?

Hello,

Thanks for your answer and yes this is correct,

And I want to be very clear that they verified this third account, they acknowledged that this was a duplicate account and that I had other account before that were self excluded. Even though they acknowledged this they let me make withdrawal and most importantly they let me make deposits of over 3.500 euro with no action taken to safeguard me. They only blocked my account when I contacted them about this refund request. That have failed to self exclude me, they have ignored information about my gambling issue and they have let duplicate accounts be used even though they had the knowledge of them. This is not fair.

Dear Tsars Casino,

I would appreciate your insights regarding my previous statement. Could you please clarify how it is possible for a player to create an account using identical information to two previously verified accounts? Additionally, considering that the player reportedly informed you about their gambling issues, how were they permitted to register again? Thank you for your attention to this matter.