Tsars Casino - Pelaajan tili on suljettu kaksoistilien vuoksi.

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

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.