Tsars Casino Reopened My Permanently Closed Account – What Are My Rights?

[Svitex]

Hi everyone,

I’m posting here to get your thoughts on something that happened with Tsars Casino, which I believe is a serious breach of responsible gambling practices.

Back in January 2025, I requested that my Tsars account be permanently closed. I used clear wording like:

• “Please close my account without ever having the option to reopen it.”
• “I want to block my account forever.”

Despite this, a while later I was able to log back in and gamble again. Apparently, they reopened my account because I hadn’t specifically said the words “gambling addiction.” When I eventually did say that — on March 20 — they finally blocked my account.

In chat, the support agent openly told me they treat accounts as re-openable unless you mention gambling problems — even if you ask for permanent closure.

Yes, I admit I answered “no” when they asked if I had gambling problems during the reopening. I was not in a healthy state of mind and was trying to control my access through the closure. Still, I feel like they shouldn’t have allowed it after such clear requests to lock me out permanently.

I’ve asked for a refund of net losses between January and March, but they haven’t offered a resolution.

Does anyone else think this is wrong?
Has anyone dealt with something similar at Tsars or other casinos?

Would love your advice on how to proceed — or whether I’m right to push this with the regulator.

Thanks

 

[jaytechnos]

I might be wrong, but judging by the account; I would assume you would fall under a country-specific license. Of which, I am not very knowledgeable, and can only assume it's in part the same as MGA where a permanent closure would fall under the category of an "Indefinite Closure". As such an account can be re-opened, you would most likely have to go through a re-opening procedure with the casino; As such, you would have confirmed that you wish to come back to the casino, as they don't have any form of national exclusion schemes or such either.

Judging by a quick check; The request of closure would be handled by the operator, and not enforced by the government. Operators can allow the reopening of accounts unless you have used responsible gaming trigger words. Then again; I am sure someone more knowledgeable than me can help.

If you mentioned gambling addiction during said closure, then no. You would not be allowed to reopen any accounts with them. Depends on what you actually said on closure.

 

[slaman29]

Didn't know this was the case, but am sure even if you said No, it was not enough for them to rule it out. It doesn't make sense that people with addiction would admit to addiction. I was in denial for longest time about my trading addiction (which was probably gambling). So I don't know the rules but it doesn't seem fair to you (but I don't think it's fair to get refund either).

 

[maxd]

… Back in January 2025, I requested that my Tsars account be permanently closed. ... they reopened my account because I hadn’t specifically said the words “gambling addiction.” When I eventually did say that — on March 20 — they finally blocked my account. ...

In my experience this is completely standard and accepted procedure on the casino’s part.

We’ve dealt with 100s of cases exactly like yours and the bottom line is always the same: “I have a gambling problem/addiction” results in permanent account closure (with casinos that are licensed in a jurisdiction that enforces that OR they voluntarily follow such practice), anything else is temporary and/or reversible.

I should mention that if a casino is genuinely concerned about a player’s wellbeing they will inquire as to why you want permanent closure, etc, and act accordingly. It’s rare, but it happens. On the other hand many casinos direct their staff to ask no questions when you say “account closed please” because that leaves them the loop hole to later say “you never said ‘gambling addiction’ so how were we to know?”.

- Max