Tsars Casino - Аккаунт игрока был неожиданно закрыт.

I have been a player on Tsars Casino since July and have enjoyed the platform until I encountered an issue with logging into my account today. Upon contacting live chat support, I was instructed to reset my password, clear cookies, and disable my VPN, which I did successfully. However, despite following these steps, I was still unable to access my account.

While continuing to communicate with the support team, I was informed that my account had been permanently closed by the casino’s risk department, and I was told that users from Ukraine are no longer permitted to play on Tsars. This came as a complete surprise to me, as I had registered and completed the verification process as a Ukrainian citizen on July 15 without any issues.

I am deeply concerned that I received no prior notification about this change in terms, nor was I informed that my account would be closed. As I am now unable to access my account and continue playing, I kindly request a full refund of all deposits made. This situation has caused significant frustration and disappointment, and I believe a refund is justified under these circumstances.

Dear busheo955,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise if any funds are being held by the casino? If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid, there’s not much we can do for you. 

Thank you for your reply.

Best regards,

Kristina

Hello Kristina

Thank you for your quick reply i appreciate it.

Looks like the casino was accepting players from Ukraine even without a local license.

Based on in it i can ask for a full refund

Thank you for your reply, busheo955. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.