Tsars Casino - Pelaajan tili sallittiin itsensä sulkemisesta huolimatta.

Der all

I Sent an email to the on 26.12 that Im gambling addicted but the have allowed me to Open an account yesterday. On this Basis i want my Money back.

Please assist

support@tsars.com

Dear all,

I am gamblibg addicted and on the 26th I have sent you an email with this Information. Cause I know that I am not able to stop myselfe.  

And I have register yesterday and you have let me play.

Please send me the lost amount back, I am gamblibg addicted. 

Thank you for understandibg 

Dear Hopen29,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify if you had an active account when you requested self-exclusion? If you did, was this account closed?
• Did you use the same personal information to create the second account?
• Do you currently have access to the account you created yesterday?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your reply, Hopen29. Do I understand correctly that you informed the casino about your gambling problem before creating an account?

Could you please clarify if your account has been closed?

Dear Kristina

Yes, the casino got an email from me with the information that I am addicted and I have gamblibg issues. Few days after that I have created and account and Played. And Yes the account is closed now, but i want the lost amount back, cause they were supposed not to let me play at all.

Thank ypu

Hopen29, while I understand your point of view, I must emphasize that casinos generally do not offer self-exclusions prior to players creating their accounts. Although we believe that once a player indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created your account soon after you informed the casino about your gambling problem. Most casinos do not keep the database of unregistered players and they are not able to stop such players from registering on a software level.

Of course, ideally, the casino should prevent you from creating an account, but this is not an industry standard and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.

Since your account was closed, there is not much that can be done regarding the funds you have deposited and lost in the casino. All I can do at this point is to recommend that you contact the licensing authority as they have better tools and options to help players and they are able to investigate such cases more thoroughly.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.