Celsius Casino - Player’s account has been closed for alleged abuse.

I playes this Casino with no issue, then asked to verify my account for 14 days. I went to Chat everyday to ask them to verify my account. They repeated tell me that my withdrawal is coming the next day. I did this for 14 days and then I get this screenshot saying my account is blocked for ABUSE

This comes out of no where, I emailed them, chatted with them and did nothing wrong, but play the active bonus

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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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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,

Attila

Slots were played

Yes I passed all verification and was waiting 2 weeks for my Funds. Then they called me Abuse

Yes i have went on Chat every day for 15 days trying to get it solved.

They don't reply to emails, they barely reply to chat, terrible service

Dear Deathshot01,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

i have wrote them many times, and they never reply to this or on chat, they said I abused the bonus, and they don't want to pay me

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Ok Thanks, this casino is not good at all

Dear Deathshot01,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Celsius Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Celsius Casino representative to join this conversation and participate in resolving this complaint.

Dear Celsius Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

Dear Deathshot01,

I have repeatedly tried to contact the Celsius Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor