Celsius Casino - Se deniega la solicitud de autoexclusión del jugador.

I've tried to self exclude several times because I didn't want to play anymore, they didn't let me self exclude and no options to do it on the site, I then proceed to deposit more than I wanted, it's unfair I stated clearly that I wanted to be selfexclude, it's completely against the responsible gambling

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Celsius Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently blocked? Have you contacted the casino before filing this complaint and asked for a refund?
• Could you please explain when you contacted support regarding the self-exclusion and when you made the deposits?

Thank you very much in advance for your reply.

Best regards,

Tomas

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.

Hi,

Is your player's account currently blocked? Have you contacted the casino before filing this complaint and asked for a refund?

No my account is still not block, I also tried to ask again no answer. Refund not gonna happen.

Could you please explain when you contacted support regarding the self-exclusion and when you made the deposits?

I made the request on the 18th, and then I deposits again 19th 20 and 21.

Hello,

The user just been banned for multi account

Thanks

What? Please proove the multi accounting, I’ve never have more than one account

Btw my account still not block and they offered me a Bonus

Dear Celsius Casino representative.

Could you please clarify what the status of the player's account is?

Has any balance been confiscated as a result of the accusations? How much?

Would you be able to supply evidence of the player opening multiple accounts? Sent evidence to my email at tomas@casino.guru

Looking forward to your reply.

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 player,

Has the casino blocked your account since your last post?

Thanks for the reply from the Celsius Casino representative.

Dear Player,

Would you like to comment on the situation and the accusations raised against you?

Looking forward to your reply.

Dear leopoldgaillard84,

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.

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,
Tomas
Casino.Guru