Celsius Casino - Player’s account has been closed after winning.

I am playing on celsius from 3-4 months now.sometimes spins on casino when I win on sports ,losing- winning sometimes but 2-3 days before I span into pug life slot n won decent. I was so happy thinking my rtp is back finally n made a withdrawal request , req said withdrawal validated.when amount didn't reflected my account I check my account n account got blocked ,giving reason double account even though I don't use any other account. They are not replying my emails n I can't login to talk to support.they had no problems untill I was losing here n there first time I won decent they blocked me.

Hello,

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.

• 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 advise 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

No one from my household is on celsius casino.i have not completed KYC as it was not compulsory to do so . I have some of the winning from deposit free spin and some of winnings from sports beta. They had no problem as long as I was losing. When I made a withdrawal request they found a problem.what kind of casino directly block account without notification and no way to contact them.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Pk568x,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Celsius Casino to join the conversation.

Dear Celsius Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at [email protected]

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.

Truth is they want to grow but don't want to pay when someone is winning and I don't think they really care about their rating.thank God that I didn't deposit much at that time.anyway thank you for try to resolve my issue.

Dear Pk568x,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru