Celsius Casino - Player’s attempts to self-exclude himself have been overlooked.

Hello there, i asked this casino to close my account permanent, this was for a long time ago due to gambling issues (i even mentioned gambling issues), they replied to me and said that they will close my account.

Still i could login and lost some thousands SEK now, i should not been able to play on celsius casino, see the proofs of my early tickets on their website.

i should be able to get a refund.

Dear timgartz,

Thank you very much for submitting your complaint and forwarding the relevant screenshots:

I’m sorry to hear about your problem. Could you please advise when exactly took the abovementioned conversation place? Do I understand correctly that your account was initially blocked, but became accessible later?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Mitt konto var aldrig blockat, jag bad dom att stänga det pga spelmissbruk och dom sa att dom skulle göra det, detta var flera månader sedan. Sen loggade jag in och spelade trots att kontot skulle ha blivit avstängt.

Now they tell me this in the chat:

Hi, I think you didn't refreshed correctly the support tickets earlier when you took your screenshot, you were banned you just need to disconnect from Celsius on Phone / computer etc and then try to reconnect to see the ban. You can contact Casino.guru, no problem with that : I can show them with a video that it often doesnt refresh instant and need multiple refresh that you obviously forgot to do. So please, disconnect reconnect, have a very nice day

—

note that i wrote the ticket to close my account a long time ago, and also there was no problems login and out, see the screenshot of the email i got when i logged in today:

i dont understand why they are lying to me and say so when even the login email is sent to my e-Mail?

Hi,

Nice to meet you Petronela !

As mentionned to Tim by email, we have done everything correctly on our side : https://prnt.sc/V1Ms6p5LYt1C

The user just didn't disconnected from all devices : a ban is active once you logged off from everywhere then try to loggin again, then you will have an error message saying "banned as requested".

If the user isn't following what we ask and is doing it wrong, he can't expect the result to be the good one

He is at fault here.

About the screenshots, well : https://gyazo.com/ec6614e1c8aa90856ed11eb7afc72db7  

I can't make it more clear than that, sometimes depending of the device you use you need to refresh to see the answers... so basically the screenshots are worth nothing

The user just want to blame us for his loss.

Thanks for you help!

Have a nice day

Update : after checking Tim's profile I now understand that he is doing his little trick to blame the site at an industrial level : https://prnt.sc/TLNWGk3kj4gM

How likely is it to have someone with this same problem on 3 casinos in 3 weeks ?

His request isn't even credible anymore.

Just to make it clear, as my screenshot shows. The reply from the admin was sent today. They even wrote that they closed my account today.

I’ve been logging in with a new pc yesterday without any problems at all.

Also the fact how they are replying above and how they are taking care of situations like this must give a big warning for other customers to use their website.

and also, regarding this:

How likely is it to have someone with this same problem on 3 casinos in 3 weeks ?

First of all, what does the other sites has to do with your site?

Second, they treated it professional and the case was solved fast and simple. I think it’s so unprofessional by you to involve other complains into this one.

—

Petronela, after reading their replies… more like "attacks". You should really think about to mark their website as unsafe.

Thank you, Celsius Casino team, for your explanation. Could you please advise how long it takes to apply the self-exclusion? I have tried to self-exclude a newly created account.

Hi,

You were banned 3h ago I believe : the ban is always processed in the 12 hours maximum (average is under 1h)

Yes I can confirm that you were banned 7h after your request, when an admin woke up. https://prnt.sc/aXastU9QEOpy

When the support ask you to disconnect it's to avoid any further loss during this time, it's the best solution we have until an admin be available to ban the user and it prove our intention of really doing it.

Also, some example of how seriously we take the ban requests : https://prnt.sc/3IiYrc6msxoZ https://prnt.sc/yVgWYkGxxbHI

Thank you, Celsius Casino team, for your reply. Yes, I can confirm that the account is now blocked.

Dear timgartz,

Could you please advise the exact timeline of events? When exactly you requested your account to be blocked and when you logged in back to deposit? Looking forward to hearing from you.

Hej!

Jag skickade meddelande om att jag ville stänga mitt konto: 2022-08-20

jag fick det första svaret i chatten samma dag, "Admin kommer att kolla på det"

nu efter att jag tog upp ämnet här så la dom till svaret att mitt konto stängts:

before i started this post:

after i started the post and they got caught:

if my account would have been closed as they say, why would i get all of those promotion mails from them, no problems loging in on new devices.

Hi,

Just a precision : promotion emails are not related at all to a ban for gambling problems, if you want to be removed from the email list it's a different thing from the ban itself.

Everyone, included people banned on request receive the promotion emails, only people asking to not receive these emails are actually removed from the email list.

The proof is that you are still receiving them now even if you are banned from the site - and since a while - (and that's what you try to hide by showing a screenshot of your inbox ONCE you scrolled, to not show that you received them past few days).

One again, Tim showing how honnest he is.

About the screenshot, as mentionned above the user just didn't refreshed his page AFTER he got the answer (https://gyazo.com/ec6614e1c8aa90856ed11eb7afc72db7). So his screenshot is just not showing the answer we actually sent him : you are banned please disconnect

So yes he was connecting on new devices : because he never disconnected from everywhere as requested by the staff.

You can't complain of bleeding if you shoot yourself in the leg, it's just a logical consequence of your own mistake (if not done on purpose...)

Have a nice day

Petronela, as Celsius saying that i’m lying, i’m not.

I asked to be permanent banned months ago, i would not make an complain about this if it’s not true. At this point i’m not even care about the money really, the fact that they are lying about when i asked my account to be permanent banned due to gambling issues is so extreme, i have never seen that before. I really hope that you mark Celsius casino as a not safe casino.

I saw another complain and they were so unprofessional on casino.guru, it’s really scrary how long they can go.

Petronela, i would like you to send me and private message and i will write down everything with even more screenshots and proofs so we can take this to the license giver.

So at the minute I prove everything you said is wrong, you just want to go in private to not have us to check these proofs ? Sounds fair.

About the complains you mentionned, you have more unsolved complains in 3 weeks you alone than an entire casino in 2+ years, just think about that.

just wondering, in like every reply you bring up the other complains about some whole other casinos. Just to make clear, what’s your business with that?

Dear Casino.guru staff, just take a look on all these complains. They are almost all about that they are delaying closure of gamblers accounts.

This should be a red-flag really.

Hi,

I'm sure you are aware that if a casino of our size (4th most streamed on Dlive and Twitch past 2 years) wasn't processing the bans, we would have thousands of request on Casino Guru, and it's not the case.

You are very very far from a high roller and it would have 0 interest to try keep your account opened. No offense, but I would not take the risk to lose the site's licence (worth dozens thousands dollars) for 300€ of deposits.

So, now let's think about this situation :

• I proved we process all bans very carefully (https://prnt.sc/3IiYrc6msxoZ / https://prnt.sc/yVgWYkGxxbHI)
• I proved that the bans are working (tested by Petronela)
• I proved your screenshot have just no value as you obviously forgot to refresh (on purpose or not) https://gyazo.com/ec6614e1c8aa90856ed11eb7afc72db7
• I proved you were banned the day you requested it https://prnt.sc/V1Ms6p5LYt1C
• I proved we can't have missed your ban request as our support is 24/7 available, answering very fast and performing way better than most other sites in the industry (Once again, tested by Petronela)

Let's be honest here :

We don't even had a motive to keep your account opened, only risk and no reward. All your "proofs" are voided, you can't find a motive for what you accuse us for, and your complains history is as shady as possible.

Your only goal right now is to try to handle this in private so we can't answer just because you realized we have a lot more proofs than you.

That's the reality.

Dear timgartz,

Do I understand correctly that you requested the account closure back in February 2022? When did you deposit funds into your account, please? Or how many months after the account closure have you tried to login into your account?

Dear Petronela,

i asked them to close my account this date:

2022-08-20

i have made deposits last month without any problems

Hi,

If you are not disconnected on all devices as asked by the support you can still deposit and connect. To see the account banned you must disconnect reconnect, we asked you to do it and you didn't. The account was banned ontime (February) but you didn't followed our simple instructions.

Have a nice day

Then tell me, when i started this complain my account was blocked the same day and i was logged out automatic on both my iPhone and my PC.

what you are saying is a big fat lie.

Because you finally read what we wrote in the ticket : disconnect from everywhere, so you did and realized the ban was right there all along.

No i did not want to be logged out due to my complaint here. Why tf you lying? I will contact your license giver with all the info, i will fight for the players this time, it’s so fun how you fight this much for 300 eur and saying that your license is worth soo much. It’s a curaçao crap license and soon a blacklisted casino, trust me.

Even you should see how wrong you guys are.

Still a bit confusing. Have you requested your account closure in August?

Or back in February?

The official date when i posted my closure request was 2022-08-20 on their support chat.

As you see on this image my ticket was "solved" and market as closed, later on when i started this complaint they sent another message in the old chat.

First screenshot before the complaint was opened here:

Sent: 2022-08-20

After the complaint was opened and they started to investigate:

Their reply is that after 2022-08-20 my account was closed and i havent logged out from my account from the devices. The thing is that i clear my cookies often and i've been able to login how much i want, got the login e-mails also:

Look at the date, i was able to login at: 2022-11-29 06:46:26

They say my account was closed the same day as i asked it to be closed: 2022-08-20

If your account was requested to be closed in August why the screenshot says 23-02-2022?

I’m so sorry, yes the date is correct. The ticket was opened 2022-02-23.

OK. You requested your account to be closed back in February 2022. Could you please advise when you deposited funds into your account after this date?

I made a total of 8 deposits 28 and 29 november 2022

Thank you very much, timgartz, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear timgartz,

I absolutely appreciate that you shared your experiences with the Casino Guru team. I will now reevaluate all the information and get back to you as soon as possible. I am extending the timer by 7 days.

Dear Jozef, thanks for that! 🙂

Best, Tim

Dear Celsius Casino team,

thank you very much for your cooperation. To better understand the situation. Please, could you explain how the player was still able to deposit in November, when the account should have already been closed since February? Do you suggest that he did not log out since February and your system did not disconnect him too?

Hi,

Sure.

We set his account to "blocked" with the reason "banned as requested" in February then we tell him to disconnect and to try to reconnect so he see the message (like we did we petronela).

If the user isn't following this simple request, then he can redeposit like he did here because he is still connected - but banned at the same time.

We can't force force someone to disconnect as the cookies are in his browser and we can't force delete his cookies, we have no access to that part.

Just adding a precision : the reason why he was able to re-login after is because he never disconnected of at least one device, as long as he is not disconnected everywhere then he can still login as he has an active session.

It's honestly very simple : all he had to do is disconnect from Celsius on his phone and computer as requested, the only reason why he could keep playing is because he didn't followed that instruction, nothing else.

It can be (from what I read in his messages) because he didn't saw the message (left too fast the support or didn't refresh etc..) or on purpose as his multiple other complains on Casino Guru can suggest it - I can't know why he didn't disconnected but I can tell you that he didn't and that it caused the current issue.

It's basically like when you go to a nightclub and they tell you to leave and after that to never comeback. If the user isn't leaving it doesn't mean he was able to enter again : he just meant he never left as he was requested to (and even if he was told to).

Thanks

So then i should be able to get those deposits back because my acc was "already closed". Should not been able to deposit, if i had won anything my winnings would have been confiscated due to gambling issues

Withdraw are processed automaticaly : all withdraw (raw deposits) are validated by our system, we don't review them manually so you would have received your winnings.

Dear Celsius Casino team.

After long evaluation of the case, we have a conclusion. Based on the information provided, we believe the player deserves at least partial compensation from your side (relevant compromise). The system of how your account closure works can be improved, and this situation could have been prevented. After the player is blocked, you can easily restart connection from all the registered devices. I have witnessed that it is standard, the player is automatically disconnected, and does not need to check devices that stayed logged in. May I kindly ask you to reevaluate your position, or is this your final decision?

Hi,

Sure we will offer a 50% compensation in this case, but for that I need the full KYC as usual, please send us by email at support@celsiuscasino.com your ID/Passport with both sides scan + a utility bill of less than 3 months

Thanks

I have sent an email with the information, thank you Celsius.

Hello there,

Dear Celsius Casino team,

thank you very much for such a great approach.

Dear timgartz,

these are great news. I am convinced we are close to the resolution. I am extending the timer by 7 days. Please, let us know when you receive the amount.

Thank you Jozef, i will keep you updated. Hopeful it goes fast 🙂 Waiting for a reply now

Best, Tim

Jozef, the bitcoins are on it's way. I can see the incoming transaction. Thank you for the help and also thanks to Celsius for changing your mind.

This post can now be closed and marked as solved, thank you!

Dear timgartz,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef