The player from Ireland won 6600 Euro at Celsius Casino and successfully verified her account. However, she is currently unable to get in touch with support and believes her account might be frozen as she is unable to do anything within it.
I won a big amount at this casino 6600 euro they verified my account and now the support will not speak to me anymore.
My account looks like it's frozen I can still login only nothing i can do or anybody I can talk to hope you can help.
Dear Monkees12,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise how long have you been having issues with your casino account? From the screenshots you sent us, it seems that your withdrawal was rejected back in August, and you made two deposits that have been in progress since last September and November.
When was the last time you communicated with customer support? Have you tried reaching them via email?
Have you made any successful withdrawals from this casino before?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Dear Monkees12,
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.
Sorry no they have no respond an my money is away. I can login but not talk to chat or do anything looks my account is locked out. unresponsive.
Hello,
You found a game where you can lower a lot the volatility to improve the RTP in order to finish almost everytime the deposit bonus, and this is why we banned your account along with all the other ones you made and finished the wagers with.
Your account(s) will remain banned.
Thanks
Sorry could you tell me what I have done. This is life changing money for I can rent a new apartment from this money.
I just clicked on the slots that you offer and play good rtp slots because i like stable money I risk all my savings on your site. I can't manipulate the slots.
I am not sure what I did wrong i think you are talking really offensive.
i can still login on the site. You just stopped communicating with me and paying.
Dear Celsius Casino representative,
Thank you for getting in touch with us. Do I understand correctly that this player has multiple accounts in this casino?
Hi,
Yes you understand it correctly, and he/ she also abused some games in order to finish more easily the deposit bonus (and this is not the first time)
Thanks
Abused a game? Sorry what does it mean you saying I use some features in the slots your provide? Why isn't this allowed?
Dear Celsius Casino representative,
please forward me the evidence showing the player having multiple accounts in your casino, along with any documentation that could be relevant to the investigation. My email address is veronika.l@casino.guru. Thank you.
Hello,
Sure I'm going to send you everything by email in the coming days, thanks