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FAQ section

Hi Dakknz - welcome to ThePOGG.com!

To clarify - you changed the currency in the game you were playing? Or did the game do this automatically?

What bonus were you playing with?

Thanks,

ThePOGG

I was using my 1st deposit bonus, I was playing in NZD so the max bet was $3NZD. I clicked into Roman Legion and put it at 2.5 and Auto spins because I was wagering. I changed the game once I realized the currency being displayed in game was lower than my balance at the top. It may have been a lapse in my awareness but all the other games I had been playing were in NZD and only in the Gamomats the currency changes to Euros, there is no pop up or anything to let you know the game is in Euros.  Is there a way for me to send you a screenshot of what I mean? In the top of my screen its still in NZD but within the game itself it's in Euros and I think it's unfair I was penalized for exceeding the bet when I was unaware and also kept the bet under 3 which I thought was still in NZD but 2.5 Euro is like $4 or something like that. I could understand if I was placing bets higher than the number 3... But I thought I was still in the clear under the limit.

Man that was a long way to say the same thing a million times, I'm just frustrated.

Hi Dakknz,

Thanks for your explanation. We would agree - if the game is changing the currency, expecting players to both notice and them perform exchange rate calculations before playing is unreasonable.

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Hopefully you do better than I did when I talked to customer support. Thank you so much for looking into this, regardless of the outcome I appreciate it

Date – 14/01/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi Dakknz,

We've discussed this issue with Tsars Casino.

Firstly, I'd be clear about our position on this.

Tsars Casino have built into their terms and conditions different max bets for different currencies. They then have an account currency, but some games have to use a specific currency. This means that players can't simply check the max bet for their currency, they have to go back to the terms to check to see what the max bet for that currency is each time they open a new game.

It's easy to see how players can unintentionally break the rules with this system.

That said, we also don't think that the operator is doing this intentionally, but rather that this is a side effect of the limitations of some of their game providers.

Our position on this would ideally be that where a player can be reasonably established to have breached this rule inadvertently, the outcome should be that the player's win is simply paid.

Having discussed this with Tsars Casino, they feel that the term was broken and that should be taken into consideration, i.e. they don't agree with our position.

They have however offered a settlement on this matter of $1620 NZD.

Whilst we do feel that you should ideally receive the full balance, it is our opinion that if you decline this offer you are unlikely to receive anything. It is highly unlike that we could get you more, and given the license this operator holds, any legal challenge would be extremely difficult.

The choice is yours. But please be aware that if you accept this offer you will be waiving any further legal right to contest the rest of the balance.

Let us know how you would like us to respond to the operator's offer.

Thanks,

ThePOGG

Hi, although I feel as though I fell through a gap in the system, the fact that they have offered a settlement has raised my spirits as I am better off accepting it than receiving nothing which is a possibility. I really appreciate everything that you have done and would like to know what I need to do to accept?

Hi Dakknz,

Thanks for letting us know. We'll revert to the operator and see how they want to proceed.

Thanks,

ThePOGG

Hi Dakknz,

Our understanding is that your balance should have been credited. We would appreciate it if you could check and confirm.

Thanks,

ThePOGG

Hi Dakknz,

Have you received your funds?

Thanks,

ThePOGG

Hi Dakknz,

If we haven't heard from you by Friday the 23rd of February we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

The operator has offered a settlement for this matter to the player which the player has accepted.

Ok so I'll admit first off, I did breach the bet limit which was NZD$3. But in my defense, the game I played (Roman Legion) changed the currency from NZD to Euros or Pounds, Idk which as I don't know the Symbols. I thought I was placing $2.5 bets but it was 2.5 in which ever currency the system changed to. I feel like it's not fair that I'm being penalized for Tsars Casino changing the currency in games and making the bets I'm placing while still thinking I am within the limits, higher than they actually were.

Tsars Casino - Wager Bet limit was exceeded

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