Celsius Casino - Player's account has been closed due to a multiple accounts allegation.

Hello, I have more than 2k dollars deposited to Celsius Casino, I made a profit on my last deposit, I sent a withdrawal request and they said the weekly withdrawal amount is 1250$ (there may be deviations in the amounts because time has passed), then I told the live support that I already have more than one deposit amount and when I asked which casino sets a weekly withdrawal limit of 1250 dollars, they said that the withdrawal amounts at Celsius Casino are like that, I said okay, the withdrawal took 1 week and my money did not arrive, they sent me an e-mail at the end of 1 week, they asked for KYC, after sending KYC they made me wait again, when I tried to access my account, they banned me with a double account warning. There is no one from my household with the same last name on my PC, but I do not know if they use people's information and open accounts on the internet - I only participated in slot games, I would like to add that there are 2-3 companies in the country I live in, I do not know about internet and IP, but in any case, I played with my own money, I did not receive any help, support, service, promotion or freespin.

1- I did not earn money by using bonuses in my account or by fraudulent behaviors.

2- They seized my balance by showing it as a double account even though my account is not a double account, what will I do by opening a double multiaccount on your site, I have not used any promotion bonuses anyway, this is a false claim, since the site is in their hands and under their authority, they victimize the players and prepare evidence, but everything in my account is clear, no bonus or promotion was used in any way. 3-I have never used anything like fraudulent behavior, bonus deposit freespin on the site

4-They do not give my main earnings because they are thieves, return all my deposit amounts or return all my earnings, do not seize my money like a thief

5-They have many complaints in many places, especially on Trustpilot, they manage to keep it on top with fake comments and fake positivity, I added the whole screenshoot issue to the case, I filed a complaint to the license and informed this situation to all the places they advertise. Since they did not respond to the e-mail and did not compromise, I am opening this issue and I will send this evidence and documents to all the places you advertise

6-I also filed an additional complaint with the license provider

7-Celsius is blocked in other places that provide review services, I am adding this to my file as evidence

8-I cannot post the evidence and images in my account because I could not actively log in to my account

9- The bans I see on most review sites always appear as double accounts. They do the same thing to everyone and steal people's money.

Dear furkanvurdualg,

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 that 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 used any VPN or IP-masking software to alter your true location while accessing the casino website?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

There is no one from my household with the same last name on my PC

VPN is installed on my computer but I don't remember if I used it or not. Sometimes the internet provider blocks access to betting sites. This is the only reason I use VPN. Internet providers in Turkiye block some casino access (you can research it).

I sent all the ss via email they banned everyone for double account, you can do research, they were banned from many sites where their own sites were advertised from askgamblrs, casino-daddy and a few site

1- I did not have any connection to the account but they kept my account as if I had a connection without any explanation and without allowing me to explain

2- I did not use any bonuses, I did not benefit from even the slightest freespin deposit bonus

3- My deposit amount is high, they even robbed and stole my deposit amount

Thank you for your email. Could you please also forward me the email you received from the casino after your account was blocked? (veronika.f@casino.guru)

Moreover, kindly specify if the casino approved your identity documents during the KYC verification.

My account is old account kyc was already approved in 2023 They are still sending promotional emails and trying to attract members through emails. They are still sending emails to me even though they banned my account. why it was blocked there is no e-mail or anything about why it was done I already send e-mails but there are so many complaint topics celsius casinos scammed so many people and it is still active on the site and you close the topics without any solution and they take our money and steal and run away and you support them 

All images were sent via e-mail.

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

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Celsius Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

tThere are a lot of complaints, all you do is why don't you remove the ads of unresolved guys, they are scamming a lot of people, they don't respond, there are ads for casino gruda

Hello,

The user used 2 accounts (forbidden) to abuse some bugged slots.

This abuse started in 2023 with some others of his accounts on some other slots, and it took us some time to realise.

We caught him this time and his account is closed and it will remain that way

Thanks

What is the evidence, what is the proof?

show the bug

So, can you confirm that you have created multiple accounts?

no it's a big lie

Why should I create a new account? I haven't used any bonuses or anything. I've made multiple deposits to my account and played slots without benefiting from anything. There are a lot of complaints about Trustpilot, Casinogru, Askgamblr and other platforms.

Celsius Casino, could you, please, provide us proof of user having multiple accounts to my e-mail: pavel.k@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.

Why should I create a new account? I haven't used any bonuses or anything. I've made multiple deposits to my account and played slots without benefiting from anything. There are a lot of complaints about Trustpilot, Casinogru, Askgamblr and other platforms.

What is the evidence, what is the proof?

show the bug

Hello,

Sure I just sent it

Thanks

furkanvurdualg, I have received sufficient evidence from the casino that confirms you having multiple accounts on the website. This is a serious violation, therefore, I must reject your complaint.