Celsius Casino - Player's winnings were confiscated.

I have made a deposit on Celcius Casino and I have received a welcoming bonus. After wagering the bonus and after successfully completed my account verification I have requested a withdrawal in the amount of 2315 EUR. My withdrawal request got canceled and furthermore all my winnings got confiscated, and I can no longer access my account on the website. When I try to login I receive a message saying that I have made a bonus abuse which is not true.

Please help me to solve this problem

Dear alexjonnybones,

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. 

• Could you please advise which games you played?
• Did you pass the verification before you lost access to your casino account?
• Did the casino specify which rule you breached?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi,

I played Big Bass Splash with a bet of 4.00 EUR

No, the verification was still pending last time I was allowed to enter their website

No, the casino just mentioned the bonus abuse

Thank you!

Hello,

Please Kristina check our other past closed complains, this norvegian guy is in the same team as the other norvegian abusers from previous complains : multiple accounts and we caught him because he used the KYC twice on different accounts.

This a team of scammers from Norway abusing all day long the deposit bonuses, and when they make a mistake like using twice the same KYC we ban them.

Thanks

Hello everyone,

Thank you both for your replies.

Dear Celsius Casino Team,

Just to make sure we are on the same page, could you please forward me links to those complaints? Ideally, please also provide supporting evidence related to this complaint. My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

Sure I'm going to send you everything by email in the coming days, thanks

Alright, thank you. I will wait for your email.

Hello,

The email is sent, thanks

Hi everyone

Thank you  Celsius Casino Team for providing the evidence.

alexjonnybones, regrettably, it appears to be the same document used to verify two different accounts within this particular casino.

I strongly advise against engaging in similar actions in the future, such as attempting to open multiple accounts at any gambling establishment, as this may likely result in encountering similar issues.

Should you remain dissatisfied with our decision, I recommend reaching out to the Licensing Authority, Gaming Curaçao, at complaints@gaming-curacao.com.

I sincerely wish I could offer more assistance. I apologize that we were unable to resolve this matter for you. However, please feel free to contact us if you encounter any issues with other casinos in the future. Based on the aforementioned reasons, I must now reject this complaint.

Thank you for your understanding.