Celsius Casino - Player’s refunds have been delayed and personal data breached.

Celsius promised to refund all deposits to me in April 2024 to their casino that had been miscoded using false descriptors to deliberately bypass bank gambling blocks and due to the fact they should not have even allowed the registration of a UK player due to their licence restrictions.

In addition to this following agreement of the refunds I started receiving abusive and threatening text messages claiming my personal data was going to be sold as they were aware I was receiving refunds. These were being sent from an untraceable email address but clearly linked to this matter. I notified Celsius of this and asked them to confirm refund details asap to enable me to close my bank account following receipt.

No refunds have been received and Celsius are not responding to my messages. Emails from them in early May were rude, abusive and downright unprofessional. They did not care about the breach of my personal data at all. There is clearly some very unscrupulous practices going on here and I would like Casinoguru to attempt to attempt resolve this matter for me.

Hello Lottie48,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Celsius Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do you have any real money balance left on your casino account? When was the last time you contacted the casino and what was it about? Is there any proof that they've promised any kind of refund?

Please note that non of above mentioned reasons should not entitle you for any kind of refund. While registering, you agreed to the casino terms and you can't just lose your balance and request a refund (you should have known that UK was restricted from the beginning as you agreed to casino terms). If you would have any remaining balance, the casino should pay it out but they are not obliged to refund any lost balance.

Looking forward to your answer.

Regards,

Nick

I just sent a reply but doesn’t seem to be showing?

Sending again as can’t see full reply - yes verified but account now closed. Yes they promised refunds and I have email evidence as proof. No seal on their website despite Casinoguru own article on Gaming Curacao saying it is compulsory for their licence holders to display seal since 2013. This has been reported to Gaming Curacao today who surprisingly responded to my initial email within a hour and requested additional details on my complaint. Celsius advertise profusely in UK and do not use blocking software reputable offshore casinos use to prevent UK sign ups. They hold no GCUK licence which we all know is an essential requirement to advertise in and provide your services in UK. As per the very active forum on Casinoguru at present all transactions were miscoded and laundered to various retail companies. False descriptors used to deliberately overide bank gambling blocks which were active on my account. Deposits went to Enigma, Officehut, Digikey and Enigma among others which are all mentioned profusely on the Casinoguru miscoding/laundering thread. Obviously of great concern was also the leaking of my personal data. Celsius have failed to respond to my GDPR request within the legal time limit.

Emails from Celsius are below confirming refunds with the latest one being dated 30/04/24 - they took a couple of months to respond to my initial email which is appalling! No refunds have been received and the casino support, compliance and payments team are simply ignoring all emails:

On 30th April - Celsius confirmed refunds processed as per email below:

On Tuesday, April 30, 2024, <support@celsiuscasino.com> wrote:

Hi,

The bank processed the refunds already, it should just take a week or two.

Thanks

On Tuesday 23 April 2024, <support@celsiuscasino.com> wrote:

Hello,

I hope you are doing well ?

Sorry for the delay, we receive a lot of emails.

We will try to talk to the bank to see what we can do for you.

Can you please remind me your username onsite, the approximate amount deposited and a KYC in good quality would help too (Passport if possible) so I'm sure you own the account.

We will discuss with the banks to see how we can help you.

Thanks

I think we can all agree we are a long way past one or two weeks from 30th April when I was supposed to receive my refunds. Can provide bank evidence that these have never been received.

Please also note the threatening emails I received following the leak of my bank details, passport and email address were very abusive and I reported to the UK police due to their nature which I will not share on here. Upon reporting this to Celsius and asking for an update on my refunds they said again refunds had been processed and they did not care about me or the breach of my data - what kind of business with any professionalism or integrity would respond to a matter as serious as this in such a manner?

Just to update Gaming Curacao are being very responsive on my complaint about this matter

Hello Lottie48,

Can you please forward the the license's response to nikolas.b@casino.guru.

I would also like to remind that we do not deal with GDPR, police/legal, license issues. If the casino violates any term from their licensing authorities, it is up to them to pursue the casino and make things right.

Yes I will do - they have messaged me again today to request all information on this case so I will send my response email to you which will contain all emails with the licence provider. I have now received some but not all of the refunds.

Hello Lottie48,

I haven't receive any e-mail from you so far. Please forward it as soon as possible.

Dear Lottie48,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.