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?

Hi,

It's actually more simple that it looks : User says he sent an email, and I says I never received it.

There is no actual reason to trust the user more than the site as there is no way to prove the absence of something, as by definition it doesnt exist.

You currently ask me to prove the absence of something, the absence of an email - how can I even achieve that? It's impossible.

What I can prove tho, is that the user had a big button visible and available onsite during all his game sessions, along with live admins 24/7 in 3 languages in the chat of the site. All these people dedicated to help him: https://prnt.sc/yRAUn4QTdmiu

BUT, if any of these people actually answered him, and they would have (average answer time of 2 minutes, 24/7), then he wouldn't be able to request a refund here.

And that's my point, why did the user tried everything but the most simple way to get banned?

Very few sites have 24/7 live chat in multiple languages with 2 minutes of average first answer delay, just that should show you how seriously we take this matter.

Thanks

You do know I was banned from talking in the chats on Celcius? I wasn’t able to speak in any chats or talk to anyone from your staff. Why don’t you check what I said to get banned in the first place. It was me asking for you to ban my account because I told you I was a gambling addict and you just banned me. Release the chats and see what I said all the way back when I first asked if you want…

Dear Celsius Casino,

Let me inform you that I have been reached by another player, who has the same issues as the player ethslade93. This being, their email were never delivered, and also, their ability to contact live chat has been limited. This leads me to believe that more than the players trying to commit fraud, it is more likely that the domain of the casino is incorrectly set, and this causes the emails from external providers (other that Gmail or Google) to not be delivered to you. There is however no way for the players to know this.

Can you comment on this? Mainly, why are the players being banned from live chat, therefore it is impossible for them to get into contact with the casino?

Hello,

Our system is perfectly setup: https://prnt.sc/1QFoOT-5cPhn

Keep in mind that we have 6.5k daily players, you would be facing thousands of tickets here if there was such an issue. Instead, we have less than 9 issues per year on casinoguru.

If a user is banned from the livechat, it's usually for insults, please provide me with an email and I will gladly check it.

But the fact that one unrelated player was muted at some point isn't related to this ticket.

This specific player, for this specific ticket, never discussed through livechat about a ban.

We have a livechat, and this user didn't used it for the reasons I explained above, that's it.

Thank you

4 days ago I asked you to release the chats. Still nothing, which proves my point. Show the chats if you’re that confident I never asked you to to ban me? It’s quite simple and I also want my money back that’s still in my account.

Dear Celsius Casino,

Can you provide us with the chat log for the player's ac1count? You can reach me at the email address michal.v@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

Sure please find attached the chats as requested.

https://prnt.sc/KZtP_uqcIfSH

https://prnt.sc/WH9HRjEi1ORi

https://prnt.sc/Oig43wfjSQOR

https://prnt.sc/K2FKQZxmtFc_

https://prnt.sc/KDBfA51ipQlB

https://prnt.sc/4lbpTRzfeOwW

https://prnt.sc/NcEijAMxIdtl

https://prnt.sc/DZD2S18FaaNL

As you can see the user like spamming for free money.

What about the chats where I asked to be banned because I’m a gambling addict or have you lost those? I’m unsure what these photos are proving? I like a free bet? 😂 You’ve been unable to show the chats and you picked and chosen photos to try and make me look bad.

Hello everyone,

Due to the fact that this case requires additional investigation, I will be discussing it with my colleagues at our weekly meeting. I will be informing you of any more developments.

Any news regarding this, Michal?

Dear everyone,

Following our discussion in this week’s meeting, we have concluded that the casino failed in its duty to protect the player. The absence of emails from the player in the casino’s records does not absolve the casino of its responsibility, as this is not an issue attributable to the player. Furthermore, multiple complaints regarding the same issue reinforce this conclusion.

A particularly concerning pattern we identified in more than one complaint is that the player was banned from live chat after requesting self-exclusion due to a gambling problem. This response is entirely unacceptable and contradicts the fundamental principles of responsible gambling. When a player requests self-exclusion due to gambling-related issues, their request must be acknowledged and acted upon promptly, regardless of the email address they use. Protective measures should be implemented without unnecessary delays to ensure the player’s well-being.

The player has provided all available evidence to support their case. In contrast, the only evidence submitted by the casino consists of selectively chosen chat screenshots seemingly intended to portray the player negatively.

Given that the player was unable to archive all email correspondence and that the earliest documented request for self-exclusion due to gambling addiction available to us dates back to November 23rd, we believe the player is entitled to a refund for all deposits made from that date until their account was officially closed.

Hello,

Here is the proof that the email system isn't working with hotmail.co.uk mailing system, good luck to say I'm wrong here:

https://prnt.sc/5lWGf-GGHvOD

Due to our domain name using the name "Casino" AND labelled as gambling, we are in all block list and it works both ways - in AND out. Therefore your email was never received.

"The absence of emails from the player in the casino’s records does not absolve the casino of its responsibility"

Sure, why bother providing proofs anyway, right ?

So if the player doesn't send us an email, we are just supposed to guess that he wants to get banned?

We are just supposed to ... know ... that a player want to get banned, even if we received no emails and no contact ("absence of emails") - That's what you say here.

Why asking me for recording of the support discussions if it's to ignore them afterward? Are you looking for the truth or just something to incriminate us? Seems more like the second answer to me.

You didn't found anything shady so you ignore the proofs and decide that there is no proofs needed anymore ?

"A particularly concerning pattern" - 20 reports in 4 years out of 6.5k DAILY players? That's a pattern? 99% of them rejected or player ended losing the minute they contacted the license.

Since you want to talk about a pattern :

Casinoguru systematically sent the users to contact the license providers who systematically rejected the cases and you want to know why ?

Because you don't bother gathering proofs - otherwise you would see the player have none as they are just trying to scam us.

You prefer to trust imaginary patterns. So please contact the License here, just tell them about your conspiracy theory.

Last case coming from you to the license ? Documents were edited on photoshop by the user who forgot to remove some of it

The case before ? The player edited his passport and got caught

And I can list them all like this, you saturate the license provider of scammers using you as a gateway to attack us.

Casinoguru is a tool provided to scammers to attack us, and this tool is made only to generate traffic on an affiliate site - because in the end that's all your are, an affiliate site.

Here, that's a pattern.

Good luck to explain them you don't have a single proof the user contacted the live support nor that we got his email.

Also good luck to explain them that Outlook block worldwide all casinos websites just to make sure "Ethslade" keep gambling.

Will send them the DNS reporting along with all logs of conversations (you know, actual proofs..), and you will explain them about this pattern theory of yours.

I'm not answering anymore here, you are not qualified to judge any of this, I'm not discussing anymore with affiliate sites support.

Have a nice day

To put it bluntly, the fact that your site is not able to receive emails from certain email addresses is simply no one else's problem but yours. This theory of yours -emails being unable to go in or out - fails because the player was able to receive promotional emails to his email address. It is your duty to have the system set in such a way that it accommodates all of the incoming traffic, not only selected email providers, not the player's duty to do extensive research to see if their email even gets delivered.

Regarding the "proof" you have provided, I have asked for complete chat logs, in order, yet you have provided me with multiple screenshots which just can not be taken as solid proof, because it is very easy to just pick the conversations from the live chat to share here, intending to portray the player in a bad light.

We send players to the regulator only in cases the casino does not respond or if we disagree with their unwillingness to cooperate. We are doing it simply to give the players an additional way to help them with their disputes, not because, as you say, "to generate traffic for an affiliate site".

You are entitled to your opinion, but in this case, that's all it is. Your opinion. We do not need to prove anything to anyone, the ones who need to prove their claims are players and casinos. And, from my point of view, you have failed to provide a single relevant proof that could be taken seriously.

Since you are not willing to respond here anymore, I am forced to close this complaint as unresolved, which will negatively impact your safety index.

Dear ethslade93,, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time, but, considering who we are communicating with here, this result is not surprising.

Best regards,

Michal V