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.

If anything seems suspicious, contact us directly.

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