Celsius Casino - Player's account remains active after closure request.

My account was created at celsiuscasino.com at 29. september 2024.

In the two days from 29-30 september i lost 5992,097225 USDT.

On 30. september i contacted the casino and asked for account closure.

On 5. october i contacted the casino again, asking why my account was still active.

On 7. october i sent from my other hotmail to make sure they received it. I also tried contacting the casino on Discord asking about this. The casino has not responded to any of my emails.

In the period from 5. october to 31. october i took a loan to gamble and lost in total of 6163,914341 USDT.

On 15. November i sent another email, informing that i asked for account closure several times and i can see i am still able to login. I also informed that i lost more than i could afford.

The casino has kept sending me marketing gambling mails, and i did even reply to one of them why they send me this when i requested account closure, but latest 21. november and multiple times in november and october.

In the end of November i got my salary + i was able to take out another loan, which resulted in that in the period from 28-30 november, i lost another 6346,171714 USDT.

Total losses at Celsiuscasino.com is 18502,18328 USDT, and total losses after 5. october is 12510,08606 USDT.

My dispute is for the losses made after i requested account closure, so from 5. october - Which is in total 12510,08606 USDT.

I have screenshot of the full transaction history, recently everytime i try make withdrawal, the status keeps getting rejected, so if i won some i tried create withdrawals, but after endless of rejections i end of loosing it all.

I tried uploading the screenshots of transactions history, but i get an error when uploading that maximum image exceeded, so i can provide them in either email or add another message to this case with those.

Dear mafj,

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 problem).

• Have you communicated your financial difficulties on more than one occasion to the casino support staff?
• Have you attempted to unsubscribe from the casino's marketing communication?
• Have you informed casino support about your wish to self-exclude from the casino due to your gambling problems?
• Has the casino acknowledged your requests for account closure with direct response?
• Please share any supporting evidence in the form of screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hi Tomas,

Thank you. I have here gathered the other emails i also sent to the casino, besides the above one i provided earlier.

The mails i sent on 5. october and 7. october is screenshots in the previous message, but on 8. october and 19. october i replyed to those already sent emails asking what status is on processing my email and why they havent acted on this.

On 18. October i sent an email to the casino, asking why they keep canceling all my withdrawals with no reason. I had uploaded my drivers license but their website failed when uploading the back of license so i though it was maybe why, so i sent this information to the casino, but they never replied of that actually was the reason.

In this email i also informed about my request for account closure, and telling that they kept my account active which allowed deposits and causing losses for many more thausands.

On 2. november and 10. november, they kept sending me bonus mails, and i replied to both of these asking why they keep sending me emails, when i asked about account closure:

The casino has not replied to a single one of my emails, sent from two different email adresses from different mail providers, to make sure they received it. I could understand if i only sent one single email, but when i send 9 emails + messages on telegram and messages on discord to casino, shows my initiative that i want to stop gambling, and not a single one of them has been responded to from the casino.

I have also sent you email with screenshots of the whole transaction history, because it exceeded the maximum number of attachments in message.

Dear mafj,

If your account is still open I would recommend you request a self-exclusion due to a gambling problem.

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 permanently

The reason for my decision is gambling addiction and financial difficulties.

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.