Celsius Casino - Player’s winnings confiscated, verification pending.

Hello Casino Guru,

Recently I played at Celsius Casino with a bonus which I managed to wager. At the end of the wagering I was left with 5200 euros available for withdrawing. I messaged support to get my account verified, i sent them the documents and waited to have my profile verified. I was away for a week and now I come back to my balance being zeroed out and my account not verified, and I get no response from the casino s support. They took all my winnings without any information! I hope we can solve this matter together. I left a picture attached where you can see I received a notification saying I completed the wagering of the bonus.

Thank you for your help and interest

Dear lilrules16,

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.

• Which bonus did you play with? If possible, please post here a link or promo code you used to activate the offer.
• Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, 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 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,

Kristina

So I played with the second welcome bonus of 200%. Yes, I provided the passport and also a proof of address which they required.

I asked the chat support for help but seems no-one is answering for the past 3 days.

Hello,

This user is just using multiple passports from multiple people he knows in norway to abuse deposit bonuses for a while, except this time he made the mistake of using the same computer and the fingerprints (cookies tracking system we use to spot double accounts) stayed into his browser proved it's the same user and he also made the mistake of re-using the same passport twice on these 2 accounts.

This account is banned, and wont be unbanned

You can escalate that to Curacao directly and we will provide a full logs report about it, and whatever other account this user try to create will be banned too.

Have a nice day

First of all, dont acuse me of thing I didnt do just because you want to take away my big win.

Second of all, I dont know what are you talking about using same passport on 2 accounts, I am the only one who has access to my passport and I didnt share online pictures of it, so its impossible for someone else to have it.

Yes, it's not someone else, it's you on both accounts : as I explained you are just abusing double accounts to make deposit bonuses multiple times.

So your account is banned, and won't be unbanned

Thanks

Thank you very much, lilrules16, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

There is no way I made 2 accounts and there is no way someone else got my passport to submit to your account.

So from what I did it seems that you just closed my account with a weak reason without evidence.

Hello, lilrules16,

I am sorry to hear about your troubles, and I am sorry for the delay (days off). From now on, I will assist you with the case.

Dear Celsius Casino team,

Thank you for your previous clarification. However, we will need the supporting evidence for your claims and the casino's decision so we can consider the case and possibly close/reject it on our side without a need to involve the regulator in the process (unnecessary dragging the process out until we get the regulator's final decision since we would have to wait for it, etc.).

For this purpose, we would need the following:

• Evidence that the same ID was used in the disputed account and another linked account
• Matching cookies value(s) linking the accounts in question - from both linked accounts
• Bonus history from both linked accounts or evidence that supports claims that the welcome bonus offer was used on at least on 1 other linked account (on the one where the same ID was used)

It would be great if the documentation included the complainant's and the linked account's casino account ID or email so we can connect it with the disputed account.

Please note if the casino is not able to provide the requested evidence, we cannot close the case in its favour.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello,

I just sent you all proofs by email

Thanks

Dear lilrules16,

I think you knew that it was coming. The casino indeed provided all the requested details/evidence and was able to fully support their claims above and the decision to close your account.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. In addition, there was the use of 3rd party identity to sign up at the casino or you let someone else use your identity before, which makes the verification impossible. The identity used with your disputed account was already used in another account. You know what happened, so there is nothing more to add.

The casino acted correctly and in accordance with its terms and conditions.

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. However, please do not expect we will help you with one where you breach rules.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Celsius Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru