Celsius Casino - Player is asking for a deposit refund.

Hi, for 1 month ago i told Celsius casino that i want to self excluded my self becuase of gambling problem, and they told me that they will do that , but they have remained my account opend and have allowed me to deposite money and play. And when im trying to reach out to them they wont respond to me.

i would like a refund of the money that i have deposited. And they ignore my totally.

i made a total of 4,77 LTC but i made a whitdrawl of 1.18 LTC

So the sum is : 3,59 LTC

BR

David

Dear David,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

"Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.- email: support@celsiuscasino.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account."

Have you tried contacting the casino via their email address as suggested here? When exactly did you request self-exclusion via live chat?

Additionally, if there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

Hi, i contacted the support in the chat 2022-01-13, i rember i deposited 0.196000 LTC and i lost and then i told the chat to close my account permenantly, as you can se the chat is closed. And they have replied that they told the admin do that for me as you can see in the chat. And i belived them, i told them to i want to Self excluded my self becuase of gambling problem permenantly.

Now i have made print screen recently, about 20 minutes ago ( i have sent it to your email adress) as you can see, and they have still not responded.

i have only reached out to them true the support chat ,not email.

BR

David

Thank you very much David for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. In the meantime, I would recommend that you request self-exclusion according to instructions in the Responsible Gambling section.

Hello David,

From now on, I will take care of your complaint. I would like to invite representatives of Celsius Casino into this complaint in order to help us with resolving the issue.

Hello David,

Unfortunately,we were not able to get in touch with the casino. Without their entry into this discussion, it will be impossible to discuss any possible solution of your issue. Nevertheless, we are still making efforts to contact the casino in order to invite them to participate on the resolution of this complaint.

We would like to ask Celsius Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Hello David,

I'm the owner of Celsius and I will answer your questions.

When you are banned you have to disconnect and try to reconnect in order to see the ban message. Otherwise you still have the cache displaying the site and you can deposit and also....withdraw.

That's the reason why we can't refund you, if the withdraw is available then you can win big and cashout big. In case of a big win you would have never opened a ticket and you would have been happy to be able to still cashout even if you were banned (and you did !) 

So, obviously, you can't say nothing about this ban when you win and start complaining when you lose, it's just not how it works. 

Please be sure to disconnect from the site to see the active ban

Have a very nice day

hi celsius,

what are you talking about, you have not banned me, thats riddicules, i have asked you to close my account becuase of gambling problem , and you have not closed my account and you have allowed me to deposite money, thats against the rules.

it dosent matter if i win or loose, when a player is asking dor Self exclusion of the account becuase of Gambling problem you have to close that account, instead you have not done that and the accound was still open and alowing to deposite

br

david

Hi,

Like I just said your account was banned at that time and is still banned currently, so you were not allowed to deposit and bypassed it by staying connected. So we respected your request and we are not responsible of the solution you used to bypass it, we did our job and we can't do more than that.

Please feel free to disconnect at any time to be sure the ban is valid

Have a nice day

What soloution? My account is banned now, i requested to close my account alomost 2 months ago, and you have closed me now?

this is rediicoules.

Casinoguru this ticket i opened 11 februari, and i have submited the proof request i did.

this casino dosent go by the rules.

they are trying to ignore it.

please respond yo this .

br

david

Your account was banned all along, since you asked for it, you just didn't disconnect reconnected to see it. We can't take the control of your computer to force you to do it or clear your cache, our job is to ban you when you ask and we did, we can't do more than that.

I'm available if you have any other questions

Have a nice day

Dear David,

I would like to ask you a few questions regarding the case.

In the screenshots we have initially received from you, I can see that the remaining balance on your account at the time of requesting your self exclusion is quite different from the disputed amount you have entered in the complaint. Could you please elaborate?

As we can see on the said screenshots you have asked for the self exclusion on 11th of February, could you please tell me, was this the first time you have applied for a self exclusion?

Hi i contacted them for a request of self exclusion first time on 13 of januari and they responded that they will self exclude me, but they didint do it . And then as you can see in the screen i told them again that i asked for a self exclusion 1 month ago on 11 februari and they didnt responded. I could log in until 2 dayes ago to celsius casino when the representiv from Celsius wrote to this complaint that. The account was banned and you have to clear your cash and cookies. Thats absolute bulls***. They banned me 2 days ago. The first time i requested self exclusion was 13 of januari .

look at this review from other players, they ignore users who are addicted to gambling:

https://www.trustpilot.com/review/celsiuscasino.com

best regards

David

Hi David,

I'm not sure 7 bad reviews in the middle of 25 positive the past 1.5y is very relevant here, in particular when we have 54'000 other satisfied players.

You seems to kinda mixup all the numbers, accusing us of not banning you then saying after a disconnect / reconnect (exactly like I asked in my initial message) you are actually banned etc...

I can understand your frustration but you seems more angry against yourself than against the casino, and that's maybe because you know who's reponsible for your financial loss, and it's not us.

I remain available if Casino Guru has any other questions but I'm not sure that I can be useful to help you with your frustration, David.

Have a nice Day

Dear Celsius Casino,

Apologies for a late reply from my side. Could you please provide us with the communication of the player's requests from both attempts to self-exclude i.e. 13th of January and 11th of February?

Please note, that usually when players apply for self-exclusion it is not very common procedure, that the self-exclusion is activated only when the players themselves log out from casino. We believe, that once the self-exclusion request is approved, the player's account should be restricted instantly without any interaction from the player's side.

You can send the requested information to my email address: martin.d@casino.guru.

Hi Martin,

Sure here is the ticket support : https://gyazo.com/96fce549d5564ce95d2eb96748fadb45 

It's also important to mention that only a part of the users must disconnect and reconnect (10/15% of the users) so we do not mention it everytime.

And once again, it's important to keep in mind that we can't, technically "kill" the session of the user, and that he was still able to withdraw in case of a big win (like he did). If the goal was to make profit from this situation, a "banned" message would have been displayed when he withdrawn his money, it wasn't the case.

There is technical limits to what we can do and code, the best has been done on our side but not on user's side so I don't think anything else could be done by us.

Have a nice day

Dear Celsius Casino,

Thank you for providing me with the screenshot of the player's first attempt to self-exclude. As I was able to clearly see, the player indeed asked to be self-excluded in very clear manner, with the reason clearly stated. Without diving into further detail of what the self-exclusion tool is intended to be used for, I'd like to kindly address, that in this particular situation I am convinced that the purpose of this tool was not fulfilled.

Therefore, I'd like to express our position on this case. With all the circumstances and information we was provided with from both sides taken into consideration, we believe that the fair solution would be to refund the player's deposits after his first attempt to self-exclude.

Since the player has provided us with an information that there already was a withdrawal in this time period, the total outstanding balance that should be payed is 3,605 LTC.

Hi,

Sadly, the player was able to still play because he wasn't disconnect, not because we refused to ban him : he was banned

He was connected because of a technical "malfunction" at best or was trying on purpose to keep playing (an abuse), in both cases this rule from our TOS apply :

"In the event of communication or system errors or bugs or viruses occurring in connection with the Service and/or payments made to you as a result of a defect or error in the Service, we will not be liable to you or to any third party for any direct or indirect costs, expenses, losses or claims arising or resulting from such errors,"

These rules were validated by Curacao licensing services and are standard and used by many other sites.

So, I don't think refunding someone who abused a technical function of the site should be refunded, in particular when he was able to withdraw in case of a big win.

Have a nice day

Dear casino guru, please this is a scam casino, can you make this case unsolved and give the casino a bad rating so other players can see it.

the casino is talking about disconnection, i was not banned, how can i been banned when the casino allowed me to deposite 1 month after i asked for self exclusion becuase of gambling problem .., this just is an excuse to blaiming disconnection.

Br

David

Larki, I'm taking the time to answer you, a scam site isn't answering at all because they most likely don't care about their rating. I make this effort so at least respect it.

You are responsible for your addiction and hating the casino for your own mistakes isn't the solution, https://www.begambleaware.org/ might be one.

Have a nice day

hi you are responsible as the site owner when im asking for self exclusion you wont block my account but instead you will let it remain open so i can deposite. So you are responsible as Martin says from Casinoguru.

here are the screenshots

i asked for self exclusion 13 th januari

but you allowed deposite on 11 februari , you let my account remain open for 1 month.

Br

Dear Celsius Casino,

It is interesting to see, that in one of your previous replies you have mentioned your technical limits and in your last reply you have referred to a technical issue instead and also stating that the player allegedly abused your system. Our position on self-exclusion tools is very simple, when the players ask for a self-exclusion because of a gambling problem, it is very important to restrict the player's access to their account as soon as their request is processed. This is also the case for their ability to deposit, which should not happen after you acknowledge the requests of players and process them.

When it comes to this particular case, we believe that this whole situation was not handled properly given all the circumstances. Simply put, the self-exclusion purpose was not fulfilled as soon as it was supposed to be processed. Another important fact to mention, that the player was actually told, that one of your administrators will take care of it. Therefore it should have been dealt with accordingly. The player has confirmed restricted access to his account only after Celsius Casino has joined the discussion in this complaint's thread and after one month when the player was able to deposit and further lose.

As it was described in my previous reply, we'd like to highly recommend for you to reconsider your decision and refund the player's deposits as the self-exclusion request was partially ignored for the first month, which we consider as unreasonably long time frame to process a player's self-exclusion.

I would also like to mention, that if you'll not be able to reconsider your decision, we will have no other choice than to close this complaint as unresolved.

Hi Martin ( Casino guru ), it seems that the Casino has ignorred your reply.

can you please make this complaint unsolved and give the casino bad rating so other players can see that.

BR

Dear David,

Unfortunately, as you are able to see yourself, we did not receive any response from Celsius Casino regarding our proposals for the resolution of this case. As all the reasons were explained in detail within my previous entries and the casino's decision seems to be final, we will close this complaint as 'unresolved'.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We reopened the complaint as per the casino's request.

Dear David,

We received a message that you were refunded (3,6 LTC). Can you confirm this?

Hi,

no

i have not got any refund,

they have not sent me anything,

they dont have my LTC adress, how would they send it?

br

david

Hi, have you looked into the casino account or is it blocked?

I was able to log in ,

and the amount was in the casino account.

i whitdrawl to this adress:

ltc1qfax7vya4p0p50t8p645zc4c0wkxr3ggavwne8a

and it says whitdrawl was successfull.

but i have not recived anything yet.

br

Hi, i have now recived the refund

br

So the refund has been made, take it in count please 🙂

And the account is now banned as requested, please disconnect reconnect

Hi all,

Thank you for your replies.

Dear David,

I'm glad to hear that you received your refund. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter