Celsius Casino - Player wishes to close his casino account.

Hi there,

I'm trying to close my account at Celsius Casino. I've sent a lot of messages to support and they don't even answer anymore. I also sent an email saying that I want to close my account due to addiction, again, they don't even answer. Can you please help me to my situation ? Thank's in advance

Dear Victor,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

"Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.- email: support@celsiuscasino.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account."

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

_________________________________________________________________________________________________________________________________

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Celsius Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

_________________________________________________________________________________________________________________________________

Please send another email to support@celsiuscasino.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

Thank's for your help. Email sent by following your words, and I put your email adress in copy.

I will let you know if they answer.

Thank's again

Have a good day,

Victor

Hi,

Account banned already please disconnect reconnect as requested by the support already...

Hi,

It has never been requested and even if I disconnect my account was not banned before.

Anyway my account is banned now, Thanks Casino Guru, with a bit of pressure they react, thank you.

Best regards

Victor

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Victor, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

We’ve reopened this complaint as per the player’s request. Even if it was resolved successfully in the past, the player succeeded to reopen his previously closed account again.

Email from the player:

"Hi,

I'm coming back here because my addiction followed me and I sent an email to Celsius to open my account few weeks ago. They opened it. I've been playing and loosing all. I have sent many email and messages in chat to say that I'm addicted and that I can't control my self... I know that looks stupid.. ( but they let me play ). Anyway, I sent an email few minutes ago to the support again to say that I'm addicted and I would like to close my account as soon as possible. Last time it helps by going on Casino Guru to get the answer faster so I'm doing it again.. Thank's in advance"

Thank you very much, Victor, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank’s Petronela.

I also would like to add that it seems to be normal and on my right to ask for refund of my deposits.

I’ve been clearly asking to close my account for a minimum period of 5 years with the reason gambling addiction. They opened it and let me play even If I was sending message on chat to say that I cannot control my self and asking to close my account.

So, I’m asking for a refund of all my deposit between that period where Celsius shouldn’t let me play as it was writing.

Thank’s for your support Casino Guru

Hi,

Your account was never unbanned so I'm not sure who you contacted or who you talked to but please don't share anything with them

Never send an email to anyone else than : support@celsiuscasino.com or compliance@celsiuscasino.com and we will never unban you anyway

Thanks

Can you please share the email you sent to get unblocked ? Thanks, because it sounds impossible it ever happened

Hi,

My account was unbanned after sending an e-mail to support@celsiuscasino.com

I still have the e-mails and your answer. I also took videos and screenshots of the messages sending to the support live. I also have all the e-mails sent to support@celsiuscasino.com during the period where you let me play and where I was asking you to close my account because I couldn’t control myself.

One hour ago my account wasn’t closed, once you have answered here it is actually close now.

What you are saying is not true and I have everything to proove it…

As I asked before, I kindly ask you te refund all my deposit between that period where you let me play.

Thanks and best regards

Here is the email sent to support@celsiuscasino.com where you opened my account.

Hi,

We never received the re-open request from the support staff (only the admin can unban you) so what they must be meaning when they said "done", means the request has been sent to an admin, who obviously didn't unbanned you

Please provide any useful screenshots like support staff telling you ONSITE the ban was lifted and screenshots of the transaction page of Celsius casino with your deposits as you "have everything to proove it…"

Right now all you have is an email saying "Done" not "you were unbanned and can play again" nor any onsite screenshots, and I need those

Thanks

Hello,

If you didn't received my email at the support staff, so who is behind the adress support@celsiuscasino.com ?

If no one unbanned me, my account was opened by magic ?

I don't have screenshots of my deposit because my account is now closed. But I can provide screenshot of the deposit from Binance to your wallet adress during the period my account was unbanned.

The total amount is more than 89,53 LTC during the period were you unbanned my account. Maybe that's why you are in bad faith..

During all that period I sent 5 times emails to the adress support@celsiuscasino.com saying that I want to close my account immediatly. First one on 30 of july (the day you re-opened my account), then 2 august, 4 august and 6 august. Please see the proof below.

During that period I also sent a lot of messages to the support onsite. Somes messages saying that I couldn't control my self and asking to close my account urgently. But also messages saying that i want to cancel my request. In fact, as addicted I couldn't stop me playing.

Please see below few screenshots and a video of messages sent onsite as your request.

Dear Celsius Casino team.

Thank you very much for your cooperation. May I kindly ask you to react to the player's statements? I believe the evidence looks quite legit. Please, could you investigate and sustain your claims with relevant proof?

Hi,

Sure I will answer, what you sent me here is the same thing : the proof we did our job, your were and are banned.

Now please, as requested, prove me we ever re-opened your account.

Remember, your last message on Casino Guru was "Anyway my account is banned now", so we did our job as requested on the screenshots you just sent here (without date visible btw).

So the most important here is to prove your account was actually re-opened, you said you have screenshots of that. I never requested screenshots of us doing our job by banning you, I already know that, but of us re-opening your account after.

Please show me :

• Proof you sent transaction to our wallets (+proof it's our wallets as it could be anyone wallet)
• Proof of your transaction history on Celsius as you said you have screenshots proving it

You took screenshots of everything including all supports tickets after opening them (that should ring bells, as a casino owner it does) but don't have a single screenshot of your account actually opened ?

Thanks

Hello,

I don't think you read the question from Casino Guru, they asked you for proof that my account was not re-opened ?

I have never seen so much bad faith, you are still saying that my account wasn't unbanned even with the screenshots of the email shared with your support team. That's incredible..

It's very interesting to see how you proceed in disputes like this, I hope my complaint will be useful for other potential players. I will try to warn as much as possible players about your practices, which go against the rules.

I have the impression that everything is done so as not to have any traces in the face of this kind of situation. (No dates on messages exchanged with on-site support, no email signature).

Maybe you would have refunded another player if the amount was lower but we are talking about more than 89 LTC so it is sure that it is too much for you. I will still send proof of Binance withdrawals to your LTC adress during the entire period my account has been re-opened. But it is already certain that you will answer that it is not your wallet address.

Dear Celsius Casino team,

could you provide us with the evidence to sustain your claims? The player's transaction and game history from his casino account would be more than enough. You can post it here, it will be hidden from the public, or you can forward it to my email address, jozef.k@casino.guru.

But how ? I mean his account is deleted ? He asked a 5y ban, we consider it permanent so we just follow the law.

Wait, I'm not crazy this is the law :

"Once you have made a self-exclusion agreement, the gambling company must close your account and return any money in your account to you. It must also remove your name and details from any databases it uses."

All we keep is support ticket because it's separate from the account, and nothing else.

This ticket on Casino Guru was re-opened BECAUSE the user say his account was unbanned, if he accuses us then he has the burden of proof not me. I want a proof he was playing on Celsius at that time.

If he can't provide it, then it's not to me to recover data I was asked to remove legally in order to prove it for him (in particular since these data doesn't exist).

Also for the record, I could have just sent you an empty page since data were removed and say "look there is nothing", I'm clean here since I even mention his data were removed as it should.

You can't ask me to remove data (it's what happen when someone ask a ban) AND after ask me to provide them ?

He accuse us of re-opening his account, then he has to prove he was playing on Celsius at that time. All he can prove now is that he moved crypto from binance, I've a full history of transactions too on Binance, it doesn't means I was gambling on Celsius with it.

He took screenshots of everything, tickets, emails etc but he has not a SINGLE screenshot of bet history or deposit history on Celsius ?

He obviously planned this all Casino Guru case (otherwise you don't take random screenshots of ticket support like he did, it's not a normal behavior and you know it), but has not a single screenshot actually proving something.

Remember the last case someone came with screenshots of everything ? all was fake. Nobody prepare so many screenshots BUT ignoring the important ones if he is not planning to make some quick cash on the back of the casino.

Thanks

All what you are saying is bullshit, you are saying you are clean but how can you look at you in the mirror ??

I took screenshots when I re-opend this case and when I saw on the forum what Casinos are asking. But for sure I didn't take enough..

I'm tired of talking with such a lier. I hope that other gamblers that are problems with gambling won't go in your casino because you don't respect the law.

What a joke to say that I'm planning to make cash on the back of the casino or I prepared this case, you are literraly crazy

Again, YOU unbanned me the 29TH July after I asked for a self exclusion of 5 years that you did few weeks before

I hope that this case can be reading by others players that in case like that they take enough proof and be aware that this Casino is not following the law and his casino representative is crazy

Thanks

If you have support ticket then you surely have the dates and time when it was sent, so provide them with dates and time of each ???

The transaction from Binance is to YOUR wallet adress, you really think that I can send this amount of money to my account if I was banned ??

What you are saying has no sense

I have found on the video that I took to show the message sharing with support, that we can clearly see that I'm connected as it is writting on the top "Hi, Skyles". But it's also showing that I have 7 tickets regarding the event that you have launched the 04 august.

So, on this video (taken the 06 of August), we can see that I'm connected during the event you launched the 04 of august.

Dear Celsius,

Please tell me how can I be connected during the event that you have launched after my ban ?

I don't manage to put the video here. I took the liberty to send it directly to you, Jozef, at your e-mail adress.

Dear Jozef,

There is no more answer from the Casino.. I have no more proof to send and I think everything that I sent is already enough.. Even if they answer they will keep lying because with their messages before they can't go back and say "yes sorry we lied".

I hope that you will consider this case as unresolved so other players can see what Celsius is doing..

Thank's

Dear Celsius Casino team,

I can confirm that I have received the transaction history from the player. Based on the information provided not just transaction history but also chats and emails, it may look like the player's account was reopened. Please, could you provide us with relevant evidence sustaining your claims?

It must also remove your name and details from any databases it uses

This is quite unusual in the industry, in all cases you should keep the data at least for 6 months. How can you prevent that player will not register again with all the same information?

I kindly ask you to not mention other complaints, since each of them is unique and cannot be compared.

Dear Jozef,

I also would like to add that when I’m trying to log in in Celsius it is writing «  Wrong username or e-mail ». Few days ago it was writting « You are banned ».

Why suddenly the sentence has changed when I try to log in ?

Is it possible that they deleted all my informations/datas so my e-mail is no more in their data base and they deleted all the proof ? I don’t know…

Thanks

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’.

Since we haven’t received a further response from the casino, nor the supporting evidence, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Victor50,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru