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.