Tsars Casino - Hráč byl obviněn z otevření více účtů.

Dear Sirs,

I have a problem with Casino Tsars.vom and ask for your help.

On February 22nd I opened an account here and was able to pay out around 920 € through winnings.

Now I am denied the payment because my husband also has an account. Reference is made to the terms and conditions, but as written in the attached chat, the main reason seems to be the same password.

My husband came across the casino through their website and he is also very satisfied. But we have no understanding of the deleted profit. We didn't play with bonus offers and were otherwise fair. We just liked the casino. Furthermore, it cannot be forbidden to use the same device and password.

Can you help us? I wouldn't have gotten 200 € back if I had gambled away the money.

Thank you for your support.

With best regards

Michelle S ***

Sehr geehrte Damen und Herren,

Ich habe ein Problem mit dem Casino Tsars.vom und bitte um Ihre Mithilfe.

Am 22.2. habe ich hier einen Account eröffnet und konnte durch Gewinne ca. 920 € auszahlen.

Nun wird mir die Auszahlung verweigert, weil mein Ehemann ebenfalls einen Account besitzt. Hierbei wird auf die AGBs verwiesen, aber wie im beiliegenden Chat geschrieben scheint der Hauptgrund das gleiche Passwort zu sein.

Auf das Casino ist mein Mann über ihre Seite gekommen und er ist auch sehr zufrieden. Aber für den gelöschten Gewinn haben wir kein Verständnis. Wir haben nicht mit Bonus-Angeboten gespielt und auch sonst fair. Das Casino hat uns einfach gefallen. Außerdem kann es doch nicht verboten sein, das gleiche Endgerät und Passwort zu nutzen.

Können Sie uns helfen? Ich hätte ja auch keine 200 € zurückbekommen wenn ich das Geld verspielt hätte.

Danke für Ihre Unterstützung.

Mit freundlichen Grüßen

Michelle S***

Dear Michelle, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.tsars.com/en/site/termsAndConditions) and I found this:

„4.5 Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). ..."

Would you be so kind and indicate whether you and your husband pass the verification? Did you both make deposits using your own funds? Were you both playing from the same device?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

Hello Kristina,

we both used our joint account and played on the same device. But each in his own name and for himself. In addition, we did not use any bonus money. Would I have got my money back if I had lost? I do not think so.

Many greetings

Michelle

Hallo Kristina,

wir haben beide unser Gemeinschaftskonto genutzt und auf demselben Gerät gespielt. Aber jeder auf seinem eigenen Namen und für sich selbst. Außerdem haben wir kein Bonus Geld benutzt. Hätte ich - wenn ich verloren hätte - also auch mein Geld zurückerhalten? Ich denke nicht.

Viele Grüße

Michelle

Michelle, the casino mentioned that your deposit has been refunded. Could you please confirm that you received it?

Hello Kristina, that is correct. My deposit i. H. v. I received € 200. My winnings i. H. v. However, € 720 has been cut.

Hallo Kristina, das ist richtig. Meine Einzahlung i. H. v. 200 € habe ich erhalten. Meine Gewinne i. H. v. 720 € sind jedoch gestrichen worden.

Michelle, I am sorry, but in this case, you breached multiple points in one term and we can understand that the casino wasn't able to determine whether you or your husband are playing. The only thing I can recommend to you is to be more careful next time and read the T&Cs thoroughly. Terms like this can be found in the T&Cs of most casinos.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.