Celsius Casino - Player is facing delays in self-exclusion from the casino.

I have been trying to Get banned from this casino for a good 2-3 months now. I have talked to the support. They assure me that i will be banned. I have tried sending mails without getting a respons. Support always told me that i would be banned soon. About 3 weeks ago i complained on support and email about how slow this process was. Result of the complaints is that i can no longer send in support tickets. Completely blocked. Hodeverk i can still deposit money as they wish me to do. How on green earth is this casino allowed to do this? Should not be possible.

Dear Augustw,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I have sent you a mail now thank you👍

Hello,

Your account is now banned.

Next time please use a normal email such as Gmail to not be filtered out somehow, and avoid insulting the support or they have to mute you, and therefore you can't discuss with them anymore afterward.

You didn't asked them for a ban, you just insulted them and telling them you had no luck, that's a bit different.

Have a nice day

Dear, Celsius representative. The fact that you have the urge to try and say that I have not asked for a ban is disgusting. I opened 4 different tickets begging for a ban. After days on days of without a response or action, did I start to insult your casino. You guys are just greedy and don’t want to ban people who are struggling. I have seen you respond to other people on here, every time you say the players are lying, but in reality you are trying to cover your own ass.

Good day, thanks for finally banning me

Hello everyone,

Thank you both for your replies.

Augustw, could you please clarify how you wish to proceed with this case?

I have no proof of anything. All my messages with them is deleted. I would like a compensation for lost funds while i should have been banned or unavailable to deposit, but i cannot prove anything unfortunately. All I am thankful for now is that I no longer is a part of that untrusty website.

I apologize, but without strong supporting evidence, we are unable to compel the casino to refund you your deposits. As your account has been closed, there is not much we can do at this point.

 I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly, specify the time period, and send it to the correct email address that is dedicated to these requests. Usually, it is listed in the responsible gambling section or General T&Cs. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.