Tsars Casino— player complaints: 8 in English

Reason: Terms violation I am submitting this complaint because Tsars Casino accepted me as a Danish customer, verified my identity and allowed me to deposit and gamble, even though Denmark was expressly listed as a restricted country under Tsars’ own Terms and Conditions.I was not aware of this restriction when I registered or while I was playing. I discovered it afterwards when reviewing Tsars’ Terms and Conditions.I am a Danish citizen and resident. I registered with Tsars and began playing in August 2026 using my genuine personal information and Danish residential details.I did not use a VPN, conceal my location, provide false information or otherwise attempt to circumvent any geographical restriction. I played from Denmark and Tsars had my genuine Danish information connected to my account.The Terms and Conditions currently published by Tsars state that they were last updated on 28 May 2026, before I registered.Section 10.4 expressly states:“Citizens or Residents of the following territories are restricted to use and access Tsars.com by any means including but not limited to: Bulgaria, USA, Netherlands, Portugal, France, Dutch Indies, Iran, Curacao, Denmark, Australia and it’s territories.”Denmark was therefore expressly listed as restricted in Tsars’ own Terms before I became a customer.Despite this, Tsars accepted my registration and subsequently verified my identity. On 10 August 2026, Tsars confirmed to me in writing that my identity verification was successful and that my identity was verified.During my account history, Tsars accepted substantial deposits from me. Tsars has confirmed the following figures in writing:Total deposits: €42,200.33Total withdrawals: €25,323.32Refund amount requested (Deposits minus winnin­gs/­wit­hdr­awals): €16,877.01I have raised the restricted-country and refund issues directly with Tsars, but the matter remains unresolved.I do not believe it is reasonable that Tsars can expressly list Denmark as a restricted country in its own Terms, while at the same time accepting me as a Danish customer, verifying my identity and accepting €42,200.33 in deposits from me.Had Tsars applied its own restriction to the genuine information I provided, I would not have been permitted to use the casino and make these deposits.I respectfully ask AskGamblers to mediate this deposit-refund dispute and assist me in obtaining reimbursement of the €16,877.01 I lost while being permitted to play from a country expressly restricted under Tsars’ own Terms and Conditions.I can provide supporting evidence including the Tsars Terms and Conditions, Tsars’ confirmation of my identity verification, Tsars’ written confirmation of my deposit and withdrawal totals, and documentation relating to the Danish information held on my account.Thank you for your time!

Reason: Refund declined Subject: Request for Assistance – Tsars Casino Withholding DKK 9,000 Due to Alleged Duplicate AccountDear AskGamblers Complaint Team,I am contacting you because I need assistance with a dispute concerning Tsars Casino and approximately DKK 9,000 in funds that they are currently refusing to pay out.I have already attempted to resolve the matter directly with Tsars Casino, but they continue to refuse my withdrawal.BackgroundI was previously a customer of Tsars Casino and had an account with them for a significant period of time. Over approximately the last three years, I have deposited and played for a total amount of around DKK 1.8 million with Tsars Casino and was a VIP member.At one point, I voluntarily asked Tsars Casino to close my previous account because I felt that I was gambling too much at that time.Approximately two months ago, I contacted Tsars Casino support through their live chat because I wanted to know whether my previous account could be reopened.I was told that the old account could not be reopened because it had been closed in connection with gambling-related issues.I then asked what I could do instead, and I was told by Tsars Casino support that I could create a new account.I relied on that information and subsequently created a new account.This is a very important part of my complaint. I did not secretly create another account in order to circumvent Tsars Casino’s rules. I specifically contacted their support beforehand to ask what I was allowed to do, explained the situation regarding my previous account, and followed the instructions I was given.What happened on 14 September 2026On Monday, 14 September 2026, I deposited DKK 3,000 into my new Tsars Casino account.I received a bonus which had a DKK 30,000 wagering requirement. The DKK 30,000 was therefore not my deposit — it was the amount I was required to wager in order to complete the bonus requirements and become eligible to withdraw.I spent approximately six hours playing in order to complete the DKK 30,000 wagering requirement.I successfully completed the bonus wagering requirement and subsequently ended up with approximately DKK 9,000 in my account, which I then attempted to withdraw.Only when I attempted to make the withdrawal and went through the required verification process did Tsars Casino raise the issue that my account was allegedly a duplicate account.They are now refusing to pay my approximately DKK 9,000 balance on this basis.I strongly dispute that this is a fair basis for withholding my funds.Tsars Casino had multiple opportunities to identify the previous accountThe new account was not created using false information.I used my real name, real personal details and genuine information.The email addresses used are Gmail aliases which lead to the same Gmail mailbox. In other words, they are aliases of the same underlying email account rather than an attempt to hide my identity.I also went through the verification process using my genuine personal information.Tsars Casino therefore had multiple opportunities to identify that I had previously held an account.Despite this, they allowed the new account to remain active for approximately two months.They accepted my deposits.They allowed me to play.They allowed me to accumulate a balance.And only when I attempted to withdraw my money did they suddenly determine that the account was allegedly a duplicate account.This is particularly important because I had specifically contacted their support before creating the account and was told that I could create a new account.The missing live-chat recordUnfortunately, I do not have a screenshot of the original live-chat conversation.At the time I contacted Tsars Casino, I was not logged into an existing account because my previous account had already been closed. I therefore had no reason to believe that I needed to preserve the conversation myself.However, the conversation was with Tsars Casino’s own customer-support system.I have asked Tsars Casino to investigate and retrieve the relevant chat records, but they have told me that they cannot find the conversation.I find this difficult to understand, particularly because the conversation directly preceded the creation of the new account.I am asking AskGamblers to help determine whether Tsars Casino can properly investigate its own historical support records and establish what information was provided to me by its support team.My positionI fully understand that casinos may have rules concerning duplicate accounts.However, in this case I did not knowingly attempt to violate such a rule.I specifically contacted Tsars Casino before creating the new account because I wanted clarification.I was told that my old account could not be reopened, but that I could create a new account.I then followed that instruction.I did not conceal my identity, use false personal information or attempt to deceive the casino.The casino subsequently allowed the account to operate for approximately two months, accepted my deposits and only raised the alleged duplicate-account issue when I requested a withdrawal.I therefore believe that the circumstances surrounding the creation and continued operation of the account need to be properly investigated before my funds can legitimately be withheld.What I am asking AskGamblers to help withI respectfully ask AskGamblers to investigate this dispute with Tsars Casino and assist me in obtaining the approximately DKK 9,000 currently being withheld.In particular, I would appreciate assistance in asking Tsars Casino to:1. Investigate the original live-chat interaction in which I was told that I could create a new account.2. Explain why the new account was allowed to remain active for approximately two months.3. Explain why my identity and personal information were accepted and verified.4. Explain why deposits were accepted if the account was considered invalid.5. Provide the specific Terms and Conditions they are relying upon to confiscate or withhold my balance.6. Consider the fact that I relied directly on information provided by their own customer-support representative.7. Release my remaining balance of approximately DKK 9,000.I am not asking AskGamblers to disregard legitimate casino rules.I am asking for the circumstances of this particular case to be considered fairly, especially because I sought clarification from Tsars Casino before opening the account and acted based on the instructions I received from their support team.I have been a long-term customer of Tsars Casino and previously had VIP status, with approximately DKK 1.8 million deposited and played over the past three years. I mention this only to provide context regarding my longstanding relationship with the operator and to demonstrate that I have never attempted to hide my identity from Tsars Casino.I am happy to provide any documentation I have available, including account information, deposit records, withdrawal information, verification documents and correspondence with Tsars Casino.Thank you for taking the time to review my case. I would greatly appreciate your assistance in resolving this matter.Kind regards, --- Ответы в треде --- AskGamblers • Support Team 1 week ago Dear @sebtao1994,Thank you for your post.We would also appreciate if you could forward the email thread in question to the suppor­t@a­skg­amb­ler­s.com for additional review, due to the natire of the issue.Thanks for cooperating with the AskGamblers Complaint Team. sebtao1994 1 week ago Is this what you mean AskGamblers • Support Team 1 week ago Dear @sebtao1994,The AskGamblers Complaint Team kindly asks you to send email in pdf format, not the screenshot in pdf format.Please find below instructions how to fulfill the request:Open the email you want to save.Open the print menu by clicking the Print icon (or the three dots / more options menu and selecting Print). You can also press Ctrl + P on Windows or Cmd + P on a Mac.Change the destination/printer dropdown to Save as PDF or Microsoft Print to PDF.Click Save or Print, choose the folder on your device where you want to keep the file, name it, and click Save againIf we do not receive needed file, we will have no other option but to reject the case and advise you to seek further assistance from the relevant regulatory body. sebtao1994 1 week ago Hi AskGamblers, I just wanted to follow up and ask if you have seen my previous messages and received the image I sent. I would also like to hear how far you have gotten with the process and whether there are any updates regarding my case. Thank you, and I look forward to hearing from you. Best regards, Sebastian

The player from Quebec had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. They stated that their account had been fully verified, the game history had already been checked, and that the casino’s stated 72-hour processing time had not yet expired. We initially advised patience and explained that withdrawals could take longer due to KYC or processing volume, but the complaint was later marked as resolved by the player.

Ok so I'll admit first off, I did breach the bet limit which was NZD$3. But in my defense, the game I played (Roman Legion) changed the currency from NZD to Euros or Pounds, Idk which as I don't know the Symbols. I thought I was placing $2.5 bets but it was 2.5 in which ever currency the system changed to. I feel like it's not fair that I'm being penalized for Tsars Casino changing the currency in games and making the bets I'm placing while still thinking I am within the limits, higher than they actually were.

My account on Tsars was fully verified on 27/08/2023 and i received an email confirming that. On december, i made a lot of deposits and lost, then I won 3112$ and wanted to withdraw . They asked me to verify my account again! Which took a week to verify ,then they could not find any withdrawal option available for me!! 2 weeks of sending emails and contacting livechat , and till this day, no withdrawal option was found! I lost hope of withdrawing and i lost the money . I want a refund Because it is not my problem if you cannot find ANY withdrawal option, while when depositing you could find a 100!!

Good afternoon. A few months ago I tried to publish this complaint, without success. I have tried to gather as much information as possible so that it can be accepted. My aim is to be able to contact the casino in question and resolve this matter, thank you. Please find attached the last message I sent to [email protected] 20 days ago, still no reply: Good afternoon and thank you very much for your reply. Again, I feel obliged to point out some elements of the email received. I understand that this exchange of emails cannot last forever, so if I get a negative response to the return of my deposits, I will have to activate the necessary mechanisms to continue with such a claim. As I said, this is what I would like to point out: 1. On two occasions, Tsars have omitted to mention the obligation you have with "Antillephone N.V.", the body that grants license to Tsars, in relation to his duties as a licensed company: - It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions. 2. Tsars affirm that they do not operate in Spain. Any judge will be able to see that if you allow you to select "Spain" in your registration, validate phones with the "+34" prefix of Spain, validate Spanish identity documents and proof of residence of users who play from Spain, it means that Tsars offer service to Spanish players. 3. Tsars have blocked access to his website from other countries, as in the case of France, where this message appears if you want to access "Tsars": That's the same message that should appear if you want to access it from "Spain", but it doesn´t. 4. I would like to remind you that "Article 2, "scope of application" of Law 13/2011 on the Regulation of Gambling (I have already provided you with a copy of the law in previous messages), determines to whom said law should apply: d) Cross-border gambling activities, i.e. those carried out by natural or legal persons based outside Spain who organise or offer gambling activities to residents in Spain. "natural or legal persons based outside Spain who organize or offer gaming activities to residents in Spain"."Tsars" and its operator "RR Investments N.V.", based outside of Spain, offer gambling activities to residents in Spain. This has been amply demonstrated. Tsars affirm the following: "as per the information provided in the screenshots, our customer service is confirming that Spanish citizens are not restricted from using our services, (as Spanish citizens are not legally prohibited from gambling outside the borders of Spain). Nevertheless, the customer service does not claim that we are operating within Spain". 5. I reafirm in that, according to "Antillephone N.V.", the body which, I repeat, grants the gaming licence to "Tsars": It is the responsibility of the licensee to know the local laws and requirements of the territories in which it intends to offer its services. This body also includes a list of countries in which online casinos with this licence are not allowed to operate: Excluded Territories Under this licence, apart from its own diligence and legalities, the licence holder is not authorised to offer its services in the territories of USA, Netherlands, France, United Kingdom, Australia, Spain, Dutch West Indies, Aruba, Bonaire, Saba, Statia, Dutch St Martin and Curacao. You will see that "Spain" is on that list. And you will notice that, in point 10.4 of the "Tsars Terms and Conditions" where the list of banned countries is determined, "Spain" does not appear (when it should), which is a breach of the "Tsars" gaming licence (screenshot attached). Other locations such as the United Kingdom and Aruba, among others, do not appear either in his "Terms and Conditions". 6. On 12 October 2023, i receive an email fro "Tsars" stated the following: Please note that Tsars.com is an online casino that operates under a license issued in Curacao. As an officially licensed entity we have the right to freely conduct business over the internet and provide our services to end users who are located throughout the world, not solely to residents of Curacao. There are no local Curacao or internationally applicable regulations that restrict or prohibit to accept players from Spain, if they wish to open an account on our website. This is totally and utterly FALSE, as "Antillephone NV" states that “the lilcence holder is not authorised to offer its services” in Spain. 7. I would like to add the administrative consequences of offering illegal gambling in Spain according to the Directorate-General for the Regulation of Gambling: Any organization that offers gambling in Spain without having the corresponding license is committing a very serious infraction, which can lead to: -A fine of up to €50 million. -Disqualification from gambling activities for a maximum period of up to four years. -The closure of the means by which information society services are provided. In the prosecution of illegal gambling, precautionary measures may also be ordered, such as blocking access to the illegal site or blocking means of payment. 7. Finally, I would like to remind you of the requirements that an online gambling website must meet in order to operate in Spain: These are the requirements that the Directorate General of Gambling: -Identify the operator responsible for the gaming offer. -In the case of lottery products, only S.M.E. (Sociedad Estatal de Loterías y Apuestas del Estado) and ONCE (Organización Nacional de Ciegos de España) can operate. -Verify that the game offer is backed by an enabling title. The Directorate-General for the Regulation of Gambling publishes an updated list of licensed operators. -If you are playing over the internet, make sure that you are using a ".es" domain, as this is required of licensed operators. -Look for the safe play logo. You can consult all this information at: https://www.ordenacionjuego.es/es/que-es-el-juego-ilegal Thanks for your time and help with this issue.

Note: Good afternoon I am writing to you because I cannot find a way to contact the casino "Tsars", as they do not answer my messages. That's all I want, to be able to contact them and to present my complaint. You are my last hope. Here is the body of the claim: Good morning. I am [EDIT] (user "[EDIT]" in "Tsars" casino), a Spanish citizen. I know that this complaint comes from time ago, but I consider that I have the right to make it now, in 2023, after carrying out an investigation on the operation of this type of casinos. This complaint is addressed to the Curaçao based online casino "Tsars". In order to make everything clear from the outset, I would like to divide this complaint into two parts: 1. Responsible gaming violation complaint. 2. Claim for illegal activity in Spain. 1. On 25 July 2019 I closed my account at "Tsars". I asked for this closure to be "permanent". On 24 June 2021 this is what I was told by the security department of "Tsars", which gave me the option to reopen my account (which, I recall, was "permanently closed"): Hi [EDIT], You have requested your account permanent closure on 25.07.2019. To reopen your account, please confirm that you don't have any gambling addictions and you take full responsibility for all transactions during your time on Tsars. Sincerely, Tsars security Team (Please find attached a screenshot of the email). The term "permanent" is understood to mean "that which is maintained without interruption or change in the same place, state or situation". As you can see, the fact that the "Tsars" security department offered me the possibility to reopen this account is a serious violation of responsible gaming. As of today, and after having requested again the closure of my account, I have not received any notification from you (see screenshot). This is why I am requesting a refund of all deposits made with "Tsars" since 25 July 2019, as a permanently closed account should never have been reopened with the approval of the security department of "Tsars", regardless of what I may have said or done. 2. The reason for this complaint has to do with the fact that "Tsars" does not have a license to operate in my country, Spain. Even so, they allow to select "Spain" as country of residence, they validate telephones with the prefix +34 of Spain and they verify Spanish identity documents. I would like to remind that "RR Investments N.V.", the company to which "Tsars" belongs, belongs to (SMES) Solutions for Management and Employment Support N.V., which in turn owns "Altacore N.V." (owner of Oxi Casino and Dozen Spins casinos) and "GBL Solutions N.V.". (owner of Rolling Slots casino). All these casinos I have mentioned, "Oxi Casino", "Dozen Spins" and "Rolling Slots", agreed to refund me the deposits made in their platforms (I attach emails confirming this) for the reasons I have mentioned in this message. "Tsars" and these online casinos belong to the same company: SMES. That is why I have requested the return of the deposits. According to "Antillephone N.V." the body that licence "Tsars": - It is the responsibility of the licensee to be familiar with the local laws and requirements for the territories which they intend to offer their services. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions. It also violates what Law 13/2011 on the regulation of gambling in its title II, article 9 point 4 determines: "The enabling titles granted by other States will not be valid in Spain. Operators recognized by other Member States of the European Economic Area must comply with the requirements and with the processing established by current legislation. I hope you can help me with this issue. Thank you very much for your time and attention.

At tsars casino "During the security check, we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account and confiscate the winnings. The decision was made by the casino's management and it is final." So they should have closed my account in In my opinion, this is absolutely unfair. I think I'm entitled to withdraw my winnings of 2500 Euros. I was able to deposit but not to take out my money makes no sense at all. Please help me solve this case. Best regards.