Celsius Casino - La cuenta del jugador está cerrada por abuso de doble cuenta.

Support reject my withdraw many time, then asked me to logout and relogin, then i become: Banned for double account abuse. I not have double account.

Dear Zsocrash,

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. 

• Do I understand correctly that the casino accused you of opening multiple accounts?
• 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 which games you focused on - slots, live casino, sports betting, etc.?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, accused me multiple accounts.

Nothing more pc in my house.

Not betting live game and sport.

Thank you very much, Zsocrash, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Zsocrash,

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

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 michal.k@casino.guru

Hello,

So you are trying to tell me that :

Your internet provider happened to re-assign, not once but twice, your specific IP to users who (by some insane luck) play on Celsius Casino and that these same players (by some even more insane luck) used the same promocode as you (reserved for a specific streamer) and that all these accounts happened to be affiliated to the same streamer ?

You know what - I like math so I calculated the statistic of that : 0,000000258% (And that's excluding the minimal probability of you 3 watching the same streamer, otherwise you can add a few 0's)

Sorry but I think that the chances you tried to make easy money is more likely.

The support is asking you to disconnect reconnect so you see your ban. The KYC is pointless in that case, the IP is a residential one and as proved above it's the most reliable way to show you are an abuser.

Thanks

I dont know how, but i know, i have now full another ip. i checked in print screened ip now in geolocation webpage, and the first ip is yes now in this city, but another zip location, i dont know how many % is this.

I don't understand how this can happen, but according to them, the kyc would not count in such cases.

Dear Celsius Casino,

Thank you for the previous screenshots, you provided earlier. However, I would be grateful for any further evidence you could share with us to enhance our understanding of your actions at michal.k@casino.guru. In our view, the IP address alone, whether it is from a residential home or otherwise, does not constitute a valid justification for the confiscation of the player's winnings. While I value your previous response, I strongly recommend that you carry out KYC and AML procedures for this account, as well as for all related accounts, to ensure the accurate identification of the true owners.

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.

Hello,

The double account IP alone IS a valid justification for the confiscation of the player's winnings, and I'm willing to go to the licence provider to discuss that. You can escalate the case to Anjouan as I will easily win it.

Using a bonus multiple times from the same place / same IP is forbidden not only on Celsius but every casinos.

Michel no offense but I think you never worked on bonuses abuse cases before.

A residential IP can't be faked and re-assigned to another player - It's unique and the user just mixed it with a dynamic IP wich has nothing in common with a re-assign.

If 2 players do a bonus with the same IP - It's a fraud, and it's a fraud on each and every casinos in the world

"1.8 Only one bonus per promotional offer is allowed per player, account, address, computer and IP address. CelciusCasino reserves the right to close any account that is deemed a duplicate account, and confiscate the funds of this account."

This is the rules the player agreed on, this is industry standard. So please, escalate the case as I will win it very fast since Anjouan know how bonuses rules and gambling industry work

Have a nice day

Hello Zsocrash,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Celsius Casino,

Thank you for your additional response. In this particular case, I'm inclined to your side as there are really a few factors that cannot be dismissed as just a mere coincidence.

Dear Zsocrash,

After considering all the factors we are in alignment with the casino team's decision. As I mentioned the IP match alone is in our view not a valid justification for the confiscation of the player's winnings. However, combining the fact that your specific IP (residential IP) was linked with multiple accounts, that used the same promo code as you (reserved for a specific streamer) and that all these accounts happened to be affiliated with the same streamer at a very close time cannot be considered just a mere coincidence. The casino team has acted according to the terms and conditions to which you agree when registering your account.

I am truly sorry, but under these circumstances, we are unable to assist you further.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru