Celsius Casino - Player's withdrawals are delayed and her account is potentially frozen.

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,

1. Your account was ban in August, interesting that you took 8 months to notice it, probably because you have so many accounts on our site that you mixed them up (what type of legit player is waiting 8 months before to complain ?)
2. You know why you were banned: https://prnt.sc/JnVjX_2A5vqO and https://prnt.sc/cj8UxH7Et4y9

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

How is winning easy at a casino its a risk for the player to lose money.

Dear Celsius Casino representative,

could you please inform me if you sent me the email yet? I have not received anything from your side. Thank you in advance for your reply.

Hello,

Email sent, thanks

Dear Celsius Casino representative, thank you for providing the email containing all the necessary evidence.

I regret to inform you, Monkees12, that based on the evidence of the breach in the Terms and Conditions provided to us, the casino was fully within its rights to close your accounts and confiscate the balance. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.