Tsars Casino - Player's account was allowed despite self-exclusion.

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.