Tsars Casino - Player’s winnings were confiscated.

Registered back in October 2022 (seems like it) and decided to close my account back then.

Totally forgot about it and created another account, deposited 200 euros, wagered everything, and tried to withdraw the 700euro and they claimed that I've violated their TnCs by creating another account even though they have approved my identity and such.

In the end, they "confiscated" all of my deposits and winnings.

In general, do not recommend you to use this kind of casinos where they can't admit that their casino is not secured of people with gambling addiction and they will "confiscate" your money.

Dear vedaryns,

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 advise what reason you gave when you decided to close the account you created in October 2022? Did you receive a confirmation from the casino regarding your account closure?

Did you claim any bonuses in your first account and in your second account?

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,

Tomas

Hey Tomas,

1. I do not remember if I claimed any bonuses on the first account, I suppose I did. On the second one, I've used the first bonus and wagered it fully.
2. When I closed my account I wrote "addiction" but didn't mention it was a gambling addiction. Also, they never replied to my email. Proof attached.

vedaryns,

Do I understand correctly you used different email addresses for both accounts? As far as you know, did you fill out your profile using the same personal information in both accounts? Was your first account verified? Could you specify when exactly you deposited in the second account and when you submitted your documents for verification?

Hey Tomas,

Yes, first email was d*******@gmail.com, second one v*******@gmail.com

I've filled registration form with exactly the same info except the email.

I'm not sure if I've managed to verify the first account as I wasn't doing any withdrawals with the first account, but it can also be the case.

I've created a new account on 2023.01.13, deposited and verified my account the same day. Also put after wagering put it on withdrawal just after the verification and got an email above that it's being confiscated.

Thanks for the reply, vedaryns.

Have you confronted the casino with the fact you attempted to self-exclude in the casino previously? What was their reply?

That was the following conversation, I said also I’d be able to take a legal action cause they knew the fact after the registration that I’m self excluded and let me deposit anyway, tried to get my 200€ deposit at least without winnings no response afterwards.

Dear vedaryns,

since you were informed about the breach of terms and conditions on the 13th of January, did the casino contact you on the first email address about the status of your account? Is your first account, currently still open? Please, let me know.

No, after the last emails, I wasn't contacted by the casino by any email.

It doesn't allow me to log in with my old email so I assume it's closed but it doesn't say it's closed as it just says either account or password is wrong. If I press "forgot password" I get the link but I can't change it. So I can assume it's closed, no official confirmation though.

Thank you very much, vedaryns, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks Tomas 🙂

Hello vedaryns,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Tsars Casino to join the conversation and participate in the resolution of this complaint.

Dear Tsars Casino,

Can you please provide further information regarding the player's use of both accounts? Was the first account verified and was a bonus used by both accounts? At which point was the first account closed?

Kind regards,

Adam

Hello

We have checked all the details of this complaint.

1) Clint created and played on his first account completely and without any problems, then blocked it with the label "addiction". We consider this to be a problem with self-control and gambling addiction. It is classified as the most difficult situation for a player. In all such cases, the account is closed, and the player has no possibility of reopening the account.

We do not accept manipulation that the player has not had a "gambling addiction". There can only be one addiction in the casino industry when it comes to account blocking.

I can imagine a situation where a client is blocked with the words "addiction" and then can unblock the account - in all such cases casinoguru would be completely on the side of the player because it is obvious that such accounts cannot be opened.

2) None of the accounts had time to pass the basic identity check (KYC). We have no verified data. On his first account, the customer was taking all possible bonuses and making deposits by card. In the second account, the client made deposits with cryptocurrency instead of card to avoid verification of payment method. He also used all possible bonuses. When he got his winnings from the bonus (completed the wager) he put them on withdrawal. At this point, we ran a check and found the first account.

3) We treat violations of this nature very strictly. There are rules that the client has to abide by. It should be understood that breaking the rules will not be like "if it doesn't work out, they will give me my money back". No. If you try to cheat the casino - you will lose your money. That should be clear and understandable.

4) In all such cases, when you want to unlock your account or can't get into your account - the worst solution is to create a new account. Because in such a case, blocking and confiscation of funds will inevitably follow.

You should always contact support if you have any problems. In this and all other cases, support will be happy to explain that the account cannot be unlocked because it is permanently closed.

In conclusion, I can say that we always find a compromise with the players and compensate for any troubles as much as possible. We have a wonderful experience with our customers. We always refund deposits if mistakes were made without any malice but just not knowing our system, this may happen, for example, when a client cancels a bonus and all funds are wiped out.

But we do not encourage gross violations of our policy.

Best regards

Andrei

Hello Andrei and Tsars Casino,

Thank you for your detailed response.

I completely agree that there is only one conclusion to be drawn from the player's statement regarding "addiction" as the reason for permanently closing their account.

However, I also believe that as a symptom of that addiction, there can be a compulsion to gamble and that this could indeed lead to a player opening another account to satisfy this compulsion.

Due to this, while I agree that winnings can be confiscated for breaching the terms, I believe the player's deposit should be returned to them. By doing so, the situation is reset as if the second account was never registered, and no harm befalls either party.

Kind regards,

Adam

Hello

Unfortunately, I cannot agree with this decision.

1) I do not want to set a precedent for such cases. What do I mean by that? We are a very loyal casino, probably the most loyal of all. We always refund funds and give all sorts of compensation for any little things. We have had cases where a customer has created a second account and come to support when they realise this. There is no problem making a transfer from the old account to the new account or refunding the deposit. We do that in most cases, but not in this case.

2) If we refund the deposit, what prevents the client from registering a new account and claiming their deposit back again? If we returned the deposit once, by your logic, we would be obliged to return it a second time.

3) I understand that our judgment is not an argument for you, but I will clarify a few details: We always look at traits of customer behaviour, was his action intended to try to cheat the casino?

More often than not, there are no such flags. But not in this case.

The client deliberately made deposits knowing that he had a second account, he also provided emails showing that we had blocked him. 

He opened a new account anyway and used the bonuses. 

According to our logs - he tried to log in to the old account before registering the new one, checking if the account was really closed. Depositing only under the bonus is also an obvious indicator. 

In the hope that the system can't find him - another deposit method was used. 

Also, the client changed his residence address slightly, which does not match the first account

These are all flags by which we are guided. You may say that this is not direct evidence of a breach. Possibly. But this is a case where we follow the rules very strictly and will not deviate from them so as not to create a precedent for similar cases. The client must understand that an attempt to cheat the casino will result in a loss of funds.

If a person comes to the bank, looks at the cameras and writes something down in a notebook - you can be sure that he will be detained for suspicious activity. This is exactly the case here, we know very well how people act in an attempt to cheat casinos, we come across it every day. And there is absolutely every little thing here that indicates that this is the case.

The scenario is always the same if the customer has failed to cheat the casino - to try to get their money back at all costs, with any complaints and letters to the licence, but we are prepared for that.

Funds are confiscated according to casino rules, and no refunds are possible. Gambling addiction cannot be an excuse for trying to cheat a casino.

Regards

Andrei

I understand that our judgment is not an argument for you, but I will clarify a few details: We always look at traits of customer behavior, was his action intended to try to cheat the casino?

• My intention was never to cheat the casino, as a gambling addict (which you clearly do not understand) I have 100 accounts on 100 different casinos, that's normal practice for a person who has this issue. I do not remember which accounts I have closed, or which were open, and in your case you haven't sent me any message informing me that my account was closed, this created a precedent where I assumed I never played on Tsars and created another account.

More often than not, there are no such flags. But not in this case.

The client deliberately made deposits knowing that he had a second account, he also provided emails showing that we had blocked him. 

• I didn't knew, explained above.

He opened a new account anyway and used the bonuses. 

According to our logs - he tried to log in to the old account before registering the new one, checking if the account was really closed. Depositing only under the bonus is also an obvious indicator. 

In the hope that the system can't find him - another deposit method was used. 

• I've used crypto because you are not accepting my bank credit card, wasn't trying to hide or fake anything as it often can be a red flag for casinos when withdrawing.

Also, the client changed his residence address slightly, which does not match the first account

• Wasn't aware of that, maybe I haven't used Lithuanian symbols as foreigners do not understand them.

Anyway, all of these answers are very narrow-sighted from your end, if I was about to cheat, I would ask for the winnings too, sadly as this was clearly a misunderstanding I was just asking for my deposited money which your casino stole as "a lesson to a cheater" which I'm not I just have a problem which I'm dealing with. Also, why would I risk losing my cash when there are plenty of casinos out there still?

Hope this case will be seen by others 🙂

Hello all,

Apologies for my delayed response.

Dear Tsars Casino,

Would you be able to provide us with anything showing the details used to register both accounts, and their usage (bonuses, deposits)? It can be posted here or sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear vedaryns,

I am currently waiting for further information from the casino via e-mail, so I will extend the timer one more time in the hope that we can bring this case to a conclusion.

Kind regards,

Adam

Dear vedaryns,

I have now received further evidence from the casino to support their claims.

The evidence provided does indeed suggest that you have registered a new account with the intention of circumventing the exclusion placed on your previous account.

The casino has acted in accordance with its terms and conditions regarding this and so I am afraid there is nothing more we can do to assist you with this case.

Consequently, this complaint will be rejected. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam