Tsars Casino - Se ha cerrado la cuenta del jugador.

I registered at the casino and made deposits in the amount of € 400 and lost, then the casino closed my account because it said that they do not accept players from Spain (in guru casino it says that if they are accepted) and I am trying to contact the Curaçao gambling commission to report this situation, since, in case of having had a profit, he could not have made a withdrawal since they do not accept players from Spain.

Me registré en el casino e hice depósitos por la cantidad de 400€ y perdí, luego el casino me cerró la cuenta porque decia que no aceptan jugadores de España ( en gurú casino pone que si se aceptan) y estoy intentando ponerme en contacto con la comisión de juego de Curazao para denunciar está situación , ya que , en caso de haber tenido ganancia no podría haber hecho una retirada ya que no aceptan jugadores de España.

Dear Soulmack,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I https://www.tsars.com/fi/site/termsAndConditions:

"Restricted territories

Absolute Restriction No customers will be accepted from the United States of America, United Kingdom, Spain, France and Italy."

I have updated our review too. Since there is still a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

Could you please forward any relevant communication along with deposit receipts to petronela.k@casino.guru?

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,

Petronela

Dear Soulmack,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

I do apologize for the incorrect information. We have received a request from the casino to reopen the complaint as Spain is not listed as restricted jurisdiction and the rule, I have quoted earlier applies only to NetEnt game provider.

Please see below the list of restricted countries https://www.tsars.com/en/site/termsAndConditions:

"6.4 Hard restriction countries: Latvia, North Korea, United Kingdom, United States of America, Curacao, France and Netherlands"

Therefore, we rejected this complaint as unjustified. The player didn’t register from a restricted country and he’s not entitled to any refund.