HomeComplaintsTsars Casino - Player’s account has been closed.

Tsars Casino - Player’s account has been closed.

Amount: €400

Tsars Casino
Safety Index:High
Submitted: 09 Nov 2020 | Case closed : 24 Nov 2020
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Spain had his account blocked due to country restrictions. After a closer examination, we ended up rejecting this complaint as unjustified.

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3 years ago
Translation

I registered at the casino and made deposits in the amount of € 400 and lost, then the casino closed my account because it said that they do not accept players from Spain (in guru casino it says that if they are accepted) and I am trying to contact the Curaçao gambling commission to report this situation, since, in case of having had a profit, he could not have made a withdrawal since they do not accept players from Spain.

Automatic translation:
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3 years ago

Dear Soulmack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I https://www.tsars.com/fi/site/termsAndConditions:

"Restricted territories

Absolute Restriction No customers will be accepted from the United States of America, United Kingdom, Spain, France and Italy."

I have updated our review too. Since there is still a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

file

file

Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

Could you please forward any relevant communication along with deposit receipts to petronela.k@casino.guru?

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

Best regards,

Petronela

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3 years ago

Dear Soulmack,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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3 years ago

I do apologize for the incorrect information. We have received a request from the casino to reopen the complaint as Spain is not listed as restricted jurisdiction and the rule, I have quoted earlier applies only to NetEnt game provider.

 

Please see below the list of restricted countries https://www.tsars.com/en/site/termsAndConditions:

"6.4 Hard restriction countries: Latvia, North Korea, United Kingdom, United States of America, Curacao, France and Netherlands"

 

Therefore, we rejected this complaint as unjustified. The player didn’t register from a restricted country and he’s not entitled to any refund. 

Edited by a Casino Guru admin
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