Celsius Casino - Player requests to close account but faces communication issues.

Hi,

I would like to permanently close my account on Celsius Casino.

Unfortunately, my chat is muted, and I am unable to reach the support team via email.

This is not a complaint—I’m simply trying to get my request across with your assistance. I would greatly appreciate it if you could help pass on my wish to close my account.

Thanks in advance.

Dear Account,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Celsius Casino.

I checked the casino rules and found this:

6.11. Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of your muted live chat here?
• Could you please explain the reason why you wish to close your account? Have you attempted to inform the casino about a particular reason for account closure?
• When have you tried contacting the casino via email support@celsiuscasino.com? Have you received any response?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thanks for the quick reply.

I previously requested multiple times via chat for my account to be closed, but the chat was eventually muted. I also sent two emails (one from my registered email address) but received no response. Despite this, I was still able to continue playing. Based on reviews on Trustpilot, it appears this is a fairly common issue.

Dear Account,

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Celsius Casino support,

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 permanently.

The reason for my decision is due to gambling issues / unrelated to gambling issues (choose what applies)

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

Please send another email to support@celsiuscasino.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance for your cooperation and reply.

Hi Tomas,

Thank you for handling this case.

I sent them an email and copied you in.

Could you please confirm if you received the email?

Hello,

Your account is now banned.

Next time please use a normal email, and avoid insulting the support or they have to mute you, and therefore you can't discuss with them anymore afterward.

Thank you for your response. I would like to clarify a few points regarding the situation.

Firstly, the email I use has not posed any issues for other parties, so I consider it to be 'normal'. Additionally, I would like to emphasize that there was no insulting language in my communication - only frustration, which is a natural reaction in the context of gambling-related matters.

It seems the account was closed due to multiple closure requests, but it was not handled promptly, which led to further frustration. Based on reviews and feedback from other users, it appears that this is a recurring issue experienced by many.

That said, I appreciate your assistance in closing my account. Thank you for resolving this matter, and I wish you all the best moving forward.

Dear Account,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru