The player from Germany had deposited 650 Euros, won 1000 Euros, and requested a withdrawal. After being informed that the money would arrive soon, her login was blocked due to alleged gambling problems, and she was told the casino would keep 950 Euros, leaving her with only 50 Euros. The Complaints Team investigated and found that the player's second account could not be matched with her original self-excluded account due to incomplete information during registration. Consequently, the case was closed as 'rejected' since the casino's actions were supported by their evidence.
Tsars Casino - Player’s winnings were confiscated after the account was blocked.
Amount: €1,000
Tsars Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Hello.
Today, I played at the casino and deposited 650 Euros.
My account was fully verified. I submitted all the necessary documents.
I won 1000 Euros and requested a withdrawal.
I was told that the money would arrive soon.
A few hours later, I couldn’t log in anymore.
I was informed that the casino would keep the 950 Euros and I would only get 50 Euros.
I was blocked due to gambling problems.
Thus, I am only getting 50 Euros as a penalty.
I deposited 650 Euros.
I am very upset.
I want to receive my money.
Automatic translation:
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6 months ago
Dear Alineb1991,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you requested to be self-excluded from this casino in the past?
Do I understand correctly that your last deposit was €50? Did you accumulate your winnings of €1000 from this deposit?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Translation
Hello, I deposited 650 euros and then won 1000 euros. I have these after successful verification
cashed out. After that, a few hours later, my account was blocked. And then I was told I couldn't see the money because I had already registered in 2021 and was blocked because of gaming problems. That's why I only get 50 euros as a penaltyAutomatic translation:
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6 months ago
Thank you for your response.
When you opened your second account at the casino, did you use a different email address than for your first account?
Could you kindly specify when exactly you filled out your casino profile in your second account with all your personal information? Have you provided the casino with accurate personal data, including your name, surname, date of birth, address, and phone number?
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6 months ago
Thank you very much, Alineb1991, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Dear Alineb1991,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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6 months ago
Translation
Hello, that was in 2021. That was over 3 years ago. Why didn't you automatically block me after registration? Why was I able to deposit 650 euros with you? I don't understand!!!!
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6 months ago
Dear Tsars Casino team,
thank you for your reply. Please, could you explain why only 50EUR was refunded?
Based on our information, registration is only possible with an email and password. However, when depositing, the player is required to provide their full name, address, and birthdate. Therefore, using the same name and birthdate could trigger a warning for you.
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5 months ago
Translation
I provided all my details as well as my address when opening the account in 2021. Only the mobile number has changed.
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5 months ago
Dear Alineb1991,
I can confirm that the casino team provided us with relevant evidence supporting their claims. I am very sorry about the situation, but it seems that in your original self-excluded account, there was key information missing. The casino offers fast registration. Therefore, they could not prohibit your registration when you created a new account using a different email and phone number. Later, when you filled in the rest of the information, they could not match you with your old account.
I know the casino mentioned that they would not be able to match you, and I recommend the casino improve this for the future. It is simple, accounts, where is full name and birthdate match, must be verified otherwise the deposit/play should be locked. It can not only help in cases like this but also cases of multiple and duplicate accounts. Since, if your initial account was fully filled and verified, and this situation would occur, they should refund you if they did not prohibit you from gameplay while having a match in the system. Unfortunately, this is not the case, and I do not believe you are eligible for additional refunds; it would only be a goodwill gesture from the casino's part.
Concluding the information above, I am forced to close your case as 'rejected'. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
