Celsius Casino - Player wants account to be closed.

I’ve been trying to get my account banned from this casino for over 6 months. I’m at breaking point and they keep taking my money. I’ve asked over and over again for them to shut it down and they won’t. I even nearly ended my life over this and told them that in an email and they still ignored it.

I can’t go on like this and I need someone to get it banned for me because they’re just taking my money and don’t care.

Hello ethslade93,

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 what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I asked for the account to be close due to me being addicted to gambling. I even asked them in chats and they blocked me from speaking. I joined their discord and then asked them and they continued to block me. Emails have never been responded too. I specifically asked for my account to be banned as I can’t control myself and until this day I’m still able to put money. There is no options for me to close my account or even ban it for a short period of time.

i don’t want to use this casino or any. They keep sending me emails that get me to go back and then I spend more money.

they’ve taken thousands off me since I told them I was addicted and I needed my account banning.

Dear Ethslade93,

Could you please forward your initial self-exclusion request, or any other communication where you mentioned having gambling-related problems, to nikolas.b@casino.guru for further review?

I look forward to your response.

Best regards,

Nick

Dear ethslade93,

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.

nick, I’ve emailed you a few times now as per your response above.

Hi Nick,

Ive sent you a few emails now. Have you received them?

thanks

Dear ethslade93,

Is your account currently still open?

Isn't there any evidence from an earlier date that you have requested a self-exclusion or mentioned gambling addiction to them?

Awaiting your response.

Regards,

Nick

Hi Nick,

yes it’s currently still open and they continue to take money from me. I’ve asked over and over again and they just keep ignoring me or blocking me.

I’ve sent you everything I have via email.

I did send emails to them previously months ago but I can’t find them. I’m sure they would have access to them as it was a regular thing.

Hello,

You are now banned as requested please disconnect reconnect.

You are using an hotmail.UK address therefore we were not receiving your emails (if you sent any)

Thanks

Why don’t you release the chat logs on Celcius or even the discord where I’ve been pleading for you to ban me. What utter crap you can’t see my emails. I’ve been begging B3N for months to ban me. I want the money that’s left in my account after my bet won

Please sent my money to my USDT Tron address - TDFPMbaUszELiUTPWJK99Rk3viWA4UGvva

I want the full winning as the bet says it’s won and it did.

Sure we can re-open your account so you can withdraw your winning, please Nick confirm that it's standard procedure and that re-opening the account for that purpose won't be a problem.

We can't block you from redepositing if we open the account again, and we can't process the withdraw for you.

It means that if we reopen you could be able to redeposit and I'm not responsible for that, thanks

Please reopen it so I can withdraw it and then ban me again. I want my money. Thank you

Don’t reopen my account. Shove that money so far up your arse you disgusting leeches. You will never get another penny out of me you dirty tramps.

thanks for your help Nick. I really appreciate it.

I hope everyone at Celcius rots in hell

Dear Celsius Casino,

Under no circumstances should a casino reopen a player’s account after they have admitted to suffering from gambling addiction.

Additionally, the closure of an account should not prevent the withdrawal of any remaining balance. Players must be able to access their funds even after their account is closed.

I will now forward this complaint to my colleague, Michal (michal.v@casino.guru), who will handle the case from here.

Best regards,

Nick

Thank you Nick I really appreciate all your help with this. I’d just like my money back and to move on. You’ve been a great help and any money I could get back would be great!

TDFPMbaUszELiUTPWJK99Rk3viWA4UGvva

my wallet details are above.

Regards,

Hello ethslade93,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I have sent you an email and I am awaiting your reply.

Dear Celsius Casino,

As my colleague Nick mentioned in his previous reply, reopening a player's account after they have disclosed a gambling addiction is not the appropriate course of action, as it exposes the player to further financial risk. The correct approach in such cases is either to pay out the player's balance directly or to reopen the account with limited functionality — allowing only withdrawals while restricting deposits and gameplay. Please, let me know which of these options would suit you better.

I would also like to highlight a relevant section from your Terms and Conditions:

6.9. "Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case, your account will be disabled until your further notice, and you won’t be able to login to it."

The player followed this procedure but received no response. He could not have known that your system cannot receive emails from hotmail.co.uk, as this critical information is not disclosed anywhere on your website or through any other communication channel, which the player tried to reach you through.

Additionally, the issue of refunds must be addressed.

Since the earliest documented instance of the player requesting self-exclusion due to gambling addiction was on the 23rd of November, I believe the player should be refunded for deposits made from the 28th of November until the closure of his account, considering the reasonable processing time for self-exclusion requests.

Are you willing to refund the player’s deposits for this period so we can resolve this complaint amicably?

Hello,

Sorry but it's too easy for an user to use a non working email, that he knows we will not receive in order to get refunded afterward.

It's unacceptable as I could just do the same to dozens of casinos to be refunded. Use a brand new domain name OR an inbox blocking casinos related words, then send a request for closure that the site will never receive.

Then process to request a refund for all your losses ? Sorry but it can't work like that as you can see it's a major flaw.

Even better, you send an email saying you want to get banned, you don't mention your username, then process to block all casino related words : https://answers.microsoft.com/en-us/outlook_com/forum/all/opt-out-of-gambling-content-outlooklivecom-user-uk/2bb38fce-eea8-4180-9752-4b96cb7d7577 (Tutorial for outlook UK - Exactly like the user here)

Then you say you never got an answer because the words are blocked ? Refunded.

That's the abuses I found in 5 minutes, imagine what a scammer could come up with in order to get a refund.

On top of it the user has not provided a single proof he contacted our live support onsite (the one blocking the account under 24h as requested - nothing to do with Discord) AND you didn't even asked him to and went straight to ask us to refund him (?)

You are a casino specialist, find me a single reason why what I described above can't be used and abused to scam all the casinos with no livechat (Thousands and thousands of sites).

If all casinos can be scammed that way, then you can't realistically ask me to get scammed too on purpose.

Have a nice day

Dear Celsius Casino,

I see your point, and I absolutely understand where you are coming from. I would like to address some of the points you have made in your last reply.

"Sorry but it's too easy for an user to use a non working email, that he knows we will not receive in order to get refunded afterward." - can you tell me what makes you think the player was using a non-working email? Is it the fact that you supposedly did not receive any emails from the player? The player provided me with a following screenshot of an email from Celsius Casino, please, have a look at it. This would mean that the player was in fact able to receive emails from Celsius, should the validity of this email be confirmed.

Also, you stated that there might not even be a mention of user name in the email, but the emails that the player provided us with had his username in the heading of the email.

"You are a casino specialist, find me a single reason why what I described above can't be used and abused to scam all the casinos with no livechat (Thousands and thousands of sites)." - the thing with this statement is, even if the user did in fact block the address of the casino, therefore making him unable to receive the emails, he would still be able to send emails to that email address. So, I see following possibilities:

1. the player indeed sent the emails, they arrived correctly, and he was also able to receive emails, as per the ones he had provided us, which would indicate that there was no blocking from the player's side
2. the player had fabricated the emails he received, but he managed to send the emails correctly, which would mean that he indeed blocked all of the communication that was coming from the casino
3. the player had fabricated all of the emails, the ones he send and also the ones he received, which would explain why you did not receive any emails from him, as per your claim.

Therefore, I want to ask you, so we can have a complete picture here. You claim you have received NO emails, as well as live chat requests from the player whatsoever? Also, the player claims he was blocked from using live chat after his request, as well as on discord, could you comment on this issue?