Celsius Casino - Player’s account is blocked for multiple accounts accusation.

Hello,

I opened only one account on this website, made around 6 or 7 deposit. Last one I played and won and play the wager after that I put my iban to withdraw. It says approved. Now I asked them to see when it Will be done after 7 days of waiting. They Said to log out and log in and it says I m blocked for double accounts. I have only one with my name my email adress my iban and my id. so it s impossible. Maybe with my job I have to use a vpn is that something that could play ?

Dear Quentinquentin2, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Could you kindly specify what country you used when you turned on your VPN?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

hello Sir or Madam,

i dont understand How it can be, i only created one account with my name, family name, home adress, Iban and I also sent my Id to vérify it. It is impossible that some one or me created an another account with those information. I m not trying to fight, I am honest with you and was hoping so much on this money. After the withdraw approval you Even let me deposit, i dont have two accounts and never cheat your bonus. I can send you my id, iban, informations to Check if you want and I am sure that there is only one. I won this money with my luck and no cheat please help me.

And I checked your screenshot there is date from february and november. Our deposit and win is from the 20 of décember. If there was a problèm from then Even if I have only one account, why i could deposit in décember and you approved my withdraw and blocked it two months later and let me deposit hundreds of euros to block me only of I win ?

Hello Veronika,

I have a friend who live in my place half the Time has an account also.

i did send my id for vérification,

i deposit and had a bonus of 45 euros and I had to Gamble 3375 euros to unlock it. I did the withdraw after that everything in the rules.

‘I travel a lot to Luxembourg with my work so I have to be connected there for my work when i am not there. So it can be only there if activated… please help me

Hello,

so my last deposit was from the 25th of décember and was successfull. On the 26 I did a withdraw of 70 euros with the money I won with some Free spins. It was accepted like the previous ones.

‘it was succesfully sent to my account today By the casino.

the last deposit and wins that we have an issue has been done with same card same iban for withdraw.

I can send you the email from Celsius saying the withdraw of 70 euros has been accepted today if needed.

there is no reason I receive this one from the 26th and I dont have the ones from the 20th of décember. (All approved By the casino) Maybe they take moré Time because of the amounts ? Hoping that it is only a mistake.

because this withdraw approved and sent to me is a proof that there is no problem.

have a Nice day

Dear Celsius Casino representative,

Thank you for getting in touch with us and providing more details regarding the player's case.

Dear Quentinquentin2,

is there any chance that your friend used the same device as you to play in this casino?

we have two computers, but it is possible he used the same device to play on his personnel account. i can provide his name iban and he has a verified account as well. He has his own account with his name as I do.

if they can clear out this so I can play again and retreive my money.

‘the new amount is 3100. Because they sent the latest withdraw of 70…

hank you for providing details about your situation. Unfortunately, as soon as the same device is used to access two different accounts, it becomes impossible for us to assist further. In such cases, we are unable to verify if the accounts were genuinely used by two different individuals or by one person operating multiple accounts.

Due to these reasons, we regret to inform you that this complaint will now be rejected.

We sincerely apologize that we couldn’t provide more assistance on this occasion. However, please don’t hesitate to contact us if you encounter any issues with this or any other casino in the future.

Thank you for your understanding.

Best regards,

Veronika

Casino Guru Complaint Resolution Center