Celsius Casino - Player’s withdrawal is confiscated.

Dear Casino Guru Team,

I kindly request your assistance in contacting Celsius Casino to obtain a proper explanation as to why they rejected my withdrawal of $19,140 and subsequently confiscated the funds. I would like them to reference the exact sections of their Terms and Conditions that they claim I violated, as well as the specific part of the terms that justifies the confiscation of my funds.

Pretext:

On Nov 9, 2024, I made a deposit using their promotional code "EASYBONUS." I started wagering the bonus; however, the Bonus Terms were changed early in the process. Among other changes, the game I was playing was added to the list of prohibited games. Upon realizing that the terms had changed, I immediately stopped playing. I then contacted Celsius Casino to request the cancellation of the bonus and a refund of my $20,000 deposit, as I did not agree to the new terms. After waiting five days for their response, I was told that there were no changes to the bonus terms, that I would not receive any refund, and that any breach of these terms would result in the confiscation of my entire balance even upon successfully completing the wagering requirements. Since the games I had already played were prohibited under these new terms, it became clear that all my winnings and deposit would inevitably be confiscated. Based on this response, I understood that regardless of my actions, I would lose all of my money. From that point forward, I chose to treat it as play money, disregarding their bonus terms and playing it away on live blackjack and live baccarat with bets ranging from $250 to $1,000. Eventually, I lost it all, and the bonus was marked as "Completed."

The issue:

On Nov 15, I collected my Rakeback and initiated a withdrawal of my approximately $19,000 real balance. A few hours later, my withdrawal request was rejected, yet my funds were not returned.

Based on a prior case, Celsius Casino does not consider Rakeback to be part of the promocode deposit bonus. Even when the terms of the deposit bonus were breached and penalties applied, the Rakeback remained unaffected and available for withdrawal.

I immediately contacted support, and they told me that the case had been sent to their team for further review.

Soon after, I received the following response:

"Hello, as we can see, with the deposit bonus, you have played a game that is prohibited. You also attempted to accumulate funds in a specific game in order to withdraw them without completing the required wagering."

I clarified that the deposit bonus had already been cancelled, as I had lost the entire amount. I also pointed out that I had not played any game that could accumulate funds. I requested specific details of my alleged violation, including the exact sections of the Terms and Conditions or Bonus Terms that were breached. Additionally, I requested an explanation of why my withdrawal was rejected and my balance confiscated.

In response, I was told:

"When you played this prohibited game, you were still actively using the promocode bonus. If you wish, we can provide proof of this with a screenshot from your game history."

I found this response inadequate, as it failed to address my concerns. Neither the specific allegation with reference to the Terms and Conditions, nor a valid justification for the seizure of my funds was provided. So, I reiterated my request for detailed information and proper clarification.

This exchange occurred on Nov 15, 2024. I have received no further response since then. Despite sending daily follow-up messages asking for satisfactory answers, my requests have been ignored.

On Nov 21, I also sent my concerns via email, in case the on-site support chat was not functioning properly. However, I have yet to receive a reply.

I request your assistance in obtaining a clear and proper explanation from Celsius Casino regarding the confiscation of my balance. If their reasoning is unfounded, I ask for your help in recovering my funds.

Thank you for your attention to this matter.

Best regards,

Mannfred

Dear Mannfred,

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. 

• Do I understand correctly that the casino confiscated winnings completely unrelated to the deposit bonus?
• Also, could you please provide more information regarding the rakeback and how it works in this specific casino? You said you collected it and requested a withdrawal - did you have this amount in your casino account before or after you played with the deposit bonus?
• Could you please post a screenshot of your bonus history here in this thread?

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