Celsius Casino - Player’s account has been closed with pending winnings.

Hello. I asked my account be closed due gambling issues. Nothing has happened. Then i won 300 euro it was and its still in my account. When i tries to withdraw it to btc wallet it keep goin back to account then suddenly account closed and no answers to email. Can contact them anyway.

so they need to pay me that 300 euro because account was still open in that moment.

Dear Purnojahakka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Was your casino account closed due to a self-exclusion request?

Has the casino notified you about the status of your account funds upon closure?

Have you contacted the casino regarding the withdrawal of your remaining funds?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello. I said i want to close my account. 14.2.2025.

i logged in on sunday 16.2 and account was still open and available to deposit. and i had free spins on my account. I played those and won.

casino hasnt contacted me anyway. There was 300 euro on my account. They dont answer emails.

i have sended many emails about this.

ive seen theres similar cases with this casino.

I am allowed to get that 300 euro balance to me because account was open that time i played.

casino hasnt contacted me about those funds.

sended emails and no answers.

As i said there is 300 euro sitting on my account. I am not giving up.

I am getting frustraded. I want my 300 euro as soon as possible.

.

Can u guys help me or do i contact licence holder?

i have sended emails again few days ago. Yesterday and today. No answers. Black list this casino. I demand they pay my balance.

Dear Purnojahakka, could you please let me know if the free spins you used were part of a no deposit bonus or a deposit bonus?

Did you complete any wagering requirements related to the winnings from those free spins?

Have you received any response from the casino?

I havent got any response from casino.

Funds were withdrawble.

sended 3 messages more. No response.

U guys arent helping me at all. Casino still hasnt answered me. Nothing. Daily emails to them. Nothing.

Thank you very much, Purnojahakka, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Purnojahakka, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Could you please send me a copy of your original message to the casino, in which you have requested self-exclusion, and any reply you got from the casino (if you got a reply at all, that is). If you cold also attach your cashier history since 07/02/2025 until the end, that would be much helpful.

Also, I’d like to invite a representative of Celsius Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent directly to my e-mail at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

i asked self exclusion on live chat. I cant log in and show anything. I say again. I havent got any emails from this casino. Many emails sended. 300 euro was withdrable balance. And account is blocked.

This casino isnt what it says. No customer support. No one answers any emails. IF ACCOUNT IS OPEN GAMES ARE AVAILABLE TO PLAY AND WIN. LEFT OVER BALANCE HAS TO BE PAID. EVEN I ASKED ACCOUNT TO BE CLOSED. NO ONE DIDNT CLOSE IT UNTIL I MADE WITHDRAVAL.

I have looked other complaints and i will know what casino answers. " Ur email blocks messages etc" u asked to be blocked etc. Washes hands of this right away. Licence holder will take it from here if guru cant help me.

there was no balance left ? I got 50 free spins and won from those. U owe me money. This abuse is made up.

I lost second deposit on friday 14.2 or after midnight. Then wager ended.

on sunday 16.2 there was 50 free spins added to my account nothing to do with that second deposit bonus wager.

balance hit under 1 euro on friday/saturday. NOT SUNDAY.

You didn't finished the wager as shown above, and the wager is active when you get the FS, as it's part of the bonus.

No. Those spins were not part of the welcome bonus ive played those allready then. 50 from first deposit , 50 from second deposit. On sunday i received third instalment of 50 spins. We know who speaks truth here.

But overall good casino. Thinking i have broke rules. And u refuse to pay. Ive seen all comlaints about this casino and same pattern goes on.

Casino guru. Remove this casino from your site. This casino doesnt need any advertising.

Dear Purnojahakka, please help me to understand this situation from your point of view.

If I understand this correctly:

• you have asked to be self-excluded via Live Chat on 14/01/2025
• on 16/01/2025 you have deposited some money into your account and gambled
• when you tried to withdraw your winnings of 300€ your account got blocked

Is that correct? Or am I missing some more information?

Also I need you to confirm:

• Have you mentioned gambling addiction as the reason for the account closure?
• how much have you deposited on 16/01
• at what date your account got closed
• whether you deposited or withdrew any other money between 16/01 until the accoutn closure

Thank you.

Yes i said gambling problem.

I have deposited twise. 2 times 10 euro. Played those on 14.2.

and also free spins from both deposits played then.2x 50 spins.

i was added 50 more spins on 16.2 sunday.

16.2 account was closed when i tried to withdraw.

if casino refused pay even that 100e if it is max for free spins. I am furious.

Thank you for the details provided.

Now I would like to ask Celsius Casino if they can confirm the self-exclusion request due to the gambling addiction made on 14/02/2025 via live chat, and what was the reason for giving such player 50 free spins.

Thank you.

Celcius . Pay me me and lets get on with our lives.

300 euros. Admidt ur casino has broke the rules not closing my account right away but 2 days after and adding spins to play and then when i try to withdraw winning then closing my account.

If theres a bug in the system that gives me extra free spins that is not my fault its casinos fault. Celcius i will say this again. Just pay me and lets get on with our lives.

And if system gives me 50 free spins with no wager that is not my fault/problem.

I say it again.

Deposited 2 times on celcius casino.

10 and 10 euro

got 50 spins le bandit

and 50 spins to le bandit.

sunday free spins were on Rip city. Not part of the welcome bonus.

Dear Purnojahakka. Can you confirm if I got this right?

From my understanding, you have requested self-exclusion on 14/02. On the same day you have deposited 2x10€ and lost them. Then you got 50 Free Spins on 16/02 and on that same day your account has been blocked. Is that correct?

Yes. 50 spins were added to my account when i logged in on sunday.

yes that is correct.

Do u celcius really think i am abusing and breaking rules?? I have played 2 welcome bonuses and 2x50 spins as said. Extra 50 spins were added to me sunday 16.2 . I dont know what reason but there they were. Money belongs to me.

"You didn't finished the wager as shown above, and the wager is active when you get the FS, as it's part of the bonus."

where in the terms say free spins are part of the welcome bonus??

all balance was played at 14/15.2 to zero as u play it. If wagering then goes as completed..why do u add me/system adds free spins on 16.2 with no wager??

conclusion u gotta pay me.

Dear Purnojahakka.

I have gone through the whole thread once again, and in this case I don't think there is much that can be done, as the casino was following the correct procedure in line with their Terms & Conditions.

On 14/02 you have asked for an account closure due to the gambling addiction via live chat. That is a correct procedure in accordance with casino's self-exclusion policy on your end. Your account has been blocked on 16/02, which is also within the usual time frame, as these requests have to be verified and duly processed. In this part everything has been done correctly by both sides.

As for your deposits - unfortunately you have deposited 20€ (2x10) on the same day as you have requested the self-exclusion, which is not enough time for the casino to react. Therefore, we would be unable to request this amount to be refunded. Lastly - the free spins. Once again, you confirmed these were given to you on 16/02, which is still within the processing time of your self-exclusion request. While in the ideal world you would not be given any free spins - as that is only feeding into the addiction - I believe there is also nothing to be done, as you should not have received those in the first place. Free spins and bonuses are always given out within casino's discretion and since your account has already been in the process of getting permanently banned due to the gambling addiction, anything you have won with those free spins is also not enforceable.

Unless you confirm you had some other, previously wagered balance available, this complaint will have to be rejected, since the 20€ deposit and any winnings from the free spins are not possible to enforce as mentioned above.

Yes i played those deposits i am not asking refund about them.

i am asking winnings from free spins as account was still open at that time.

I dont know why there was 50 free spins that popped on my screen on sunday 16.2 as i was checking is my account closed.

i just played those and continued to play another game. My balance was 300 euro. And if account is still open as winnings has happened i am allowed to get those winnings.

As mentioned above, you should not have received any free spins in the first place, since the account has been already in the process of closure due to the gambling addiction. Also as free spins are governed by the bonus terms and conditions, in this case any winnings is not possible to enforce. Unless you had some other - previously wagered - balance in the account, there is nothing more we can do, as your acount has been now closed as requested.

No balance was 0 on sunday when i received spins. No bonus active on my account then.

Thank you for the confirmation. As there is no previous balance on the account, and due to the aforementioned reasons in the posts above, this complaint will now be 'rejected'. Thank you for your understanding, and 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.