Tsars Casino - プレイヤーは、アカウントの重複によりアカウントがブロックされ、引き出しが遅れるという問題に直面しました。

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from Tsars Casino.

To better understand the situation and assist you effectively, could you please provide us with more details by answering the following questions:

• Could you please clarify when exactly you registered this account?
• Do I understand correctly that you have no recollection of creating another account?
• Also, do I understand correctly that you had $800 (dispute value) in your casino account before it was closed?

Your cooperation in providing these details will help us investigate and work towards a resolution. It's important for us to gather as much information as possible to address your concerns effectively.

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello yes 800 usd, the old account was several years old and I had absolutely no idea that i alteady had it, the new account is maybe one year old but now I am blocked and cant see when I created it ( swedish autocorrect sorry spelling )

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

After verifying my identity and allowing me to use their platform for approximately a year, they abruptly closed my account, citing an old, inactive account that hadn’t been used in several years. This decision feels extremely unfair and raises serious questions about the integrity of their practices.

It appears that the platform is more focused on encouraging deposits than on treating customers fairly. Once a player experiences a bit of luck and begins to win, Tsar Casino seems to search for any possible excuse to withhold winnings. This behavior suggests a predatory approach that prioritizes profit over transparency and fairness.

Despite the polished presentation and professional language used on their site, my experience has revealed a very different reality—one where the casino seems unwilling to accept that players might occasionally win.

I believe this kind of conduct is unethical and misleading, and I hope it will be addressed appropriately.

Sincerely,

Mårten

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hi Mårten,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Tsars Casino to join this conversation.

Dear Peter,

We appreciate your role in mediating this dispute. We have conducted a comprehensive review of the player's activity and account history.

Our investigation has unequivocally identified two separate accounts created by the player:

• First Account: Created on December 30, 2023. Last activity was recorded on January 3, 2024.
• Second (Duplicate) Account: Created on January 6, 2025. This is the account associated with the current dispute.

A critical finding of our review is that a welcome bonus was claimed on both the original and the duplicate accounts. This action, in conjunction with a minimal deposit history, leads to the conclusion that the accounts were created with the specific intent to abuse our promotional system. This is a serious breach of our operational policies.

By creating a duplicate account to gain an additional promotional advantage, the player has violated key sections of our Terms and Conditions, which a player accepted upon creating their accounts.

Clause 13.1: "The following practices (or any of them) in relation to the Services:

• abuse of bonuses or other promotions; and/or
• using unfair external factors or influences (commonly known as cheating); and/or
• taking unfair advantage (as defined below);
• opening any Duplicate Accounts; and/or
• undertaking fraudulent practice or criminal activity (as defined below),

constitute "Prohibited Practices" and are not permitted and will constitute a material breach of the Terms of Use. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur. Subject to the above, however, we will not be liable for any loss or damage which You may incur as a result of any Prohibited Practices, and any action we take in respect of the same will be at our sole discretion."

• Clause 5.7: "More detailed account checks are performed at the time of payouts. Please note that payment systems cannot verify accounts prior to deposit. In order to make sure you do not have a duplicate account, please provide us with all possible email addresses that you may have used for registration." - which specifies our procedure for performing detailed account checks at the time of withdrawal.

Based on the clear evidence of a material breach of our terms - namely, the creation of a duplicate account for the purpose of bonus abuse - the following actions were taken in accordance with our stated policies:

• The user's account has been permanently blocked.
• All funds remaining in the duplicate account have been confiscated.

These measures are not taken lightly. They are essential for protecting the integrity of our platform and ensuring a fair environment for all players who abide by the rules. We stand by our decision as it is both justified by the evidence and mandated by our terms of service.

We trust this detailed explanation clarifies our position and the justification for the actions taken.

Sincerely,

Darja

I would like to formally address your claim that I had two accounts and used bonuses, which you are now using as grounds to withhold my $800 withdrawal.

This is not accurate. At no point under the time i won this money did I use any bonus, nor did I receive or agree to any bonus terms. My account was fully verified and active for over a year, during which I deposited, played, and was allowed to gamble without any issues. Only when I requested a withdrawal did you raise these sudden accusations, which were never previously mentioned or discussed.

Your reasoning appears to be an unjustified attempt to deny me the funds I rightfully won. There were no bonuses linked to my deposit or withdrawal request, and I had no knowledge of creating or using any duplicate account.

Withholding player winnings under false pretenses is deeply unfair and reflects poorly on the integrity of your platform. This situation has caused me and my family significant hardship, especially as we had planned to use these funds for an important trip before the school year began.

I urge you to reconsider this decision and honor my withdrawal. Failure to do so will leave me no choice but to escalate this matter to your licensing authorities and consumer protection agencies, as well as make others aware of how your casino treats its customers.

I sincerely hope you resolve this issue properly and uphold fair gaming practices.

It is really strange that the same card that I used at your casino now is being used to make different false payments on internet so I now had to close the account make an police report of the 150 euro drawn from my account and I guess it will show that the transaction is made from Poland as I guess this is the place were you operate from, or were you smart enough and did use an vpn service when you made these transactions? This is exactly how people like you acts, and I do hope that they will trace these transactions to you as i will then publish it so that everyone can see this

( they are using ai to make their statements sound like fair justified decisions hiding the true fact, consider this when reading their response, like this I can show an example )

Please take into full consideration that the casino’s decision to withhold my funds appears to rest on deliberately unjust methods. The response I received seems not to be the outcome of an impartial evaluation, but rather one crafted using artificial intelligence to project an image of fairness and compliance with gambling authority practices—when in fact it appears to be intended to mask wrongful conduct.

Allegations of Unfair Conduct and Legal Grounds

1. Unfair Commercial and Contract Practices

• Under Polish law, misleading or deceptive actions and withholding essential information constitute unfair commercial practices, which are prohibited by the Act on Counteracting Unfair Commercial Practices (implementing the EU Unfair Commercial Practices Directive 2005/29/EC) mondaq.com
• Gov.pl
• archiwum.uokik.gov.pl

.

• The Office of Competition and Consumer Protection (UOKiK) is empowered to investigate such practices, issue interim decisions to prevent further harm, and impose fines—up to 10% of the trader’s annual turnover, or up to €10,000 per day for non-compliance archiwum.uokik.gov.pl

.

2. Unfair Terms in Consumer Contracts

• Polish law, via the Act on Competition and Consumer Protection (implementing the EU Unfair Terms Directive 93/13/EEC), prohibits the use of abusive clauses in standard consumer contracts. UOKiK can invalidate such provisions and require public correction or communication at the trader’s expense Bird & Bird
• Polish Private Law

.

Such clauses include those that create significant imbalance or deprive consumers of fundamental rights, such as access to withheld funds.

3. Responsible Gambling Obligations

• Under the EU Commission Recommendation 2014/478/EU, member states must require gambling operators to implement responsible gaming safeguards: clear information, deposit/time limits, self-exclusion, and monitoring for harmful behavior IMGL

.

• Poland has transposed these obligations in its Gambling Act (since December 2016), which allows for fines between 10,000 PLN and 200,000 PLN for non-compliance—though enforcement has historically been lax IMGL

.

4. Cross-Border Consumer Support

As this case involves a potential cross-border issue—with the casino operating in Poland while I reside elsewhere within the EU—you are urged to consider involving the European Consumer Centres Network (ECC-Net). They provide free legal assistance for cross-border consumer disputes, and can liaise with relevant agencies to attempt amicable resolution

here is the card-fraud i just had to file to the Swedish police department ( i cannot prove that its them but il might give them a tips to investigate it further maybe? ) And i need to order an extract ("Uittreksel") to get the full information about this company from curacao, but by doing this i can find out exactly who runs this "casino", and after that i might have some ideas on how to take proper actions against them and their behaviour as a next step, if they dont accept to resolve this issue properly right now and give me my 800 usd. i will definitively take further actions

Hello mulfenboo,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi all,

Thank you for your replies.

Dear Tsars Casino team,

Could you please send proof that the player activated the welcome bonus in both accounts to my email address ([email protected])?

Even if a welcome bonus was activated on two accounts (something I was not at all aware of), such bonuses are typically designed in a way that prevents players from truly benefiting, as winnings are either capped or otherwise restricted. I cannot confirm whether I ever actively claimed such a bonus, as many platforms automatically attach them to a first deposit without explicit consent.

However, even if I did receive a bonus at some point, I never used it in connection with my withdrawal request, nor was it linked in any way to the $800 that is currently being withheld.

The original reason given for blocking my account was the existence of another account. At no time did the operator mention any issue related to bonuses, as is evident from the attached screenshots of their automated responses. It is only now, after I submitted a withdrawal request, that the justification has shifted to an alleged bonus use years ago—a bonus from which I never won a single dollar.

This sudden change of reasoning demonstrates that the bonus claim is being used as a pretext to avoid processing my withdrawal. The decision is therefore not fair or transparent, and it amounts to withholding my rightful funds.

Hi Peter,

I’ve just sent the proof of both bonuses being activated to your email. Please check your inbox.

Thank you for your cooperation regarding this matter!

Best regards,

Darja

Hi all,

Thank you for your replies.

Dear mulfenboo,

Our review of the casino's evidence indicates that you activated and used a welcome bonus in both accounts. While we always advocate for fairness and have successfully assisted players with similar duplicate account issues in the past (e.g., forgotten accounts, duplicate accounts created after long periods), those cases involved play without bonuses, meaning no unfair advantage was gained. Here, the welcome bonus usage in both accounts presents a significant issue. Furthermore, our tests confirm that Tsars Casino allows players to decline bonuses upon deposit (see picture below). Therefore, we have no other option but to reject your complaint. I wish we could be of more help.

Best regards,

Peter