The player from Denmark reported that his account at Celsius Casino was blocked when he attempted to withdraw his winnings, with the casino falsely claiming he had multiple accounts. After the account was blocked, communication with support stopped entirely, leading him to suspect unfair practices designed to avoid paying out winnings. The Complaints Team reached out to the player for further information to investigate the issue but received no response despite reminders. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen it if the player decided to engage again.
Celsius Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: 50 USDC
Celsius Casino
Safety Index 2.5 Very lowCase summary
Discussion
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear lucashoegh,
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 fully understand the situation.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please confirm if you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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1 month ago
Dear lucashoegh,
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.
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4 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
