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@sebtao1994 Hi there and welcome to the forum. Members can only read your post and give comments or advices regarding your issue at Tsars Casino. You need to use the AGCCS facility in order to file an official complaint against the casino and get assistance from the AGCCS to resolve the matter. Click on the 'Complaints' button at the top and proceed as per the instructions stated. Good luck! -
By sebtao1994 · Posted
Subject: Request for Assistance – Tsars Casino Withholding DKK 9,000 Due to Alleged Duplicate Account Dear 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. Background I 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 2026 On 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 account The 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 record Unfortunately, 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 position I 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 with I 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: Investigate the original live-chat interaction in which I was told that I could create a new account. Explain why the new account was allowed to remain active for approximately two months. Explain why my identity and personal information were accepted and verified. Explain why deposits were accepted if the account was considered invalid. Provide the specific Terms and Conditions they are relying upon to confiscate or withhold my balance. Consider the fact that I relied directly on information provided by their own customer-support representative. 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, Sebastian Tao -
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By eangvmillers7 · Posted
Roobet and Stake are both worth comparing. I’d check reviews, payment options, and the Roobet pros and cons before choosing. -
By eangvmillers7 · Posted
Some of these results surprised me tbh. I’ve seen Roobet mentioned a lot too, so I might check an Honest Roobet review and see what players think.
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