HomeComplaintsTsars Casino - Player' account closure request was ignored by casino.

Tsars Casino - Player' account closure request was ignored by casino.

Amount: 5,000,000 AMD

Tsars Casino
Safety Index:High
Submitted: 24 Apr 2024 | Case closed : 15 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Armenia had identified himself as a gambling addict to the casino but his account was not closed, which led to large losses. He was then seeking a refund. The Complaints Team had asked him to provide the self-exclusion request and any other relevant communication between him and the casino. However, the player did not respond within the given time frame, and therefore, we could not investigate further. As a result, the complaint was rejected.

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6 months ago
Translation

I communicated in the chat that I'm a gambling addict, that I have a strong attachment to their games, but they didn't close my account and I lost a lot of money. I want them to refund me.

Automatic translation:
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6 months ago

Dear Arm456789,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling and I found this:

Self-exclusion/ session limitation:
You can always exclude yourself or limit your gaming time. This is up to you to set your own limits per day, per week, per month, or different other combinations. For that please use the Responsible Gambling section in your profile or contact support@tsars.com.,


Have you tried contacting the casino via email as they suggest in the responsible gambling section? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

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6 months ago
Translation

I wrote to them via chat

Automatic translation:
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6 months ago

Thank you very much for your reply, Arm456789. Could you please forward the self-exclusion request together with any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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6 months ago

Dear Arm456789,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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5 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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