Celsius Casino - Player’s attempts to close his account have been overlooked.

Hello,

My request to restrict (block/delete) my account at this casino have been ignored.

First email I have sent to the support (support@celsiuscasino.com) was 2022.01.06. Also I have requested to close my account through online help multiple times. I recieved variuos messages: "your account is deleted", "request have been passed to admin", "it will be done ASAP"", however I still have access to the account and I can deposit.

Please refund my deposits from 2022.01.06 :

LTC - 0.63766 (I have deducted amount I was able to withdraw - 0.9 LTC)

BTC - 0.001368

Tether - 97.831306

In total around 194 eur.

Thanks,

Vytautas

Dear Vytautas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

"Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.- email: support@celsiuscasino.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account."

Do I understand correctly that you managed to make these deposits after you requested account closure?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I will be waiting for your reply patiently.

Best regards,

Kristina

Hello,

Yes, I have managed to make these deposits (screenshots attached) after requested self exclusion via email on 01.06. Unfortunately online chat don`t have time indicators, you would see that after email request I have requested self exclusions via chat for several times, however my account is still active.

Thank you very much Vytautas for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello,

I'm the owner of Celsius and I will answer your questions

When you are banned you have to disconnect and try to reconnect in order to see the ban message (you were banned 35 minutes after your last ticket request). Otherwise you still have the cache displaying the site and you can deposit and also....withdraw.

That's the reason why we can't refund you, if the withdraw is available then you can win big and cashout big. In case of a big win you would have never opened a ticket and you would have been happy to be able to still cashout even if you were banned.

So, obviously, you can't say nothing about this ban when you win and start complaining when you lose, it's just not how it works. 

Please be sure to disconnect from the site to see the active ban

Have a very nice day

Hello there,

I am Jozef and I will assist you in the complaint resolution.

Dear owner of the Celsius Casino and Celsius casino team.

Thank you very much for your cooperation in this case. May I kindly ask you if the player was informed about the fact that he needs to disconnect from the site in order to apply the self-exclusion?

Do I understand correctly that after his request, you confirmed it, but after a while, he deposited and continued with his gameplay?

Hi Jozef,

Nice to meet you !

All browsers and computers are not saving the cache of the site the same way so it doesn't happen to everyone so we just mention to the user he is banned. After that he is responsible of his behavior, we can't control ourself if he is depositing or not as the maximum is already done on our side.

This user was able to cashout in case of a big win, and obviously he would have never came to Casino Guru if he won big to request we take his winnings because he was banned. So the situation is the same if he lost, we will not refund a loss because the user kept playing after his ban.

In the event the user imply there was a malfunction with our system, I just want to remind that he agreed on our terms of service clearly saying:

"In the event of communication or system errors or bugs or viruses occurring in connection with the Service and/or payments made to you as a result of a defect or error in the Service, we will not be liable to you or to any third party for any direct or indirect costs, expenses, losses or claims arising or resulting from such errors,"

If you have any other questions, let me know

Have a nice day !

I am extending the timer by 7 days because of further evaluation of the case.

Good day, after live support message that my account is banned i was log out from my phone (which i used for playing), i tried login in with my PC and it was successfull - no ban message. Later on i was able to log back in using my phone as well.

In no communication (via chat or email) by Celsius casino support i was advised that I need to be loged out for certain ammount of time/clear cookies cache or anything like

Expected behaviuor from the casino site would be that after succesfull execution of user self exclution request you would provide all necesery information for the user stay out of gambling. Since casino failed to inform user as well as didn't ensure that deposit option wouldn't be available (as all the other world casinos do), i require outlined compensation.

Dear Vitautas.

I am very sorry, but after a conclusion of all the information, we have decided to reject your case. Although, the best process would be to automatically block your account when you requested it, so you would not be allowed to even click on the deposit button before support unlocks your account, we believe you also carry responsibility to control your gambling. Since you remained active in your account, deposited and played with it, additionally, the matter of self-exclusion (closure) was not about the gambling problem, we consider your refund request as unjustified.

Of course, you have every right not to agree with our decision. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru