Celsius Casino - Hráčský účet byl uzavřen, aby nedošlo k výplatě.

Hello, I want to file a complaint against this casino because they refused to pay me after I registered with a 50 spins bonus with no wagering requirement. I won €800 and proceeded to withdraw. Initially, my request was rejected because I needed to verify my account. After verifying, they blocked me, claiming it was a duplicate account. However, I realized that they didn't want to pay me because if it were indeed a duplicate account, they would have blocked me right after rejecting the first withdrawal. But that was not the case. It happened only after they realized I had won, and I won legitimately. It was the first time I registered at that casino, and they blocked my account just to avoid paying me.

Hola Quiero levantar una queja pasraneste casino por que no me quiso pagar ya que me habia registrado con un bono de 50 giros Sin requisito de apuesta, gane 800 euros alo cual procedi a retirar al principio me me lo rechazaron por que tenia que verificar la cuenta la verifique y me bloquearon que por cuenta duplicada Pero aqui me doy Cuenta que no me quisieron pagar Es porque si ubiese sido duplicado de cuenta desde el primer retiro que le rechazaron Me la ubieran bloqueado y no fue asi Fue ya asta despues cuando se dieron cuenta Que gane, y Gane alo legal era la primera vez que me registraba en ese casino y me bloquearon la cuenta solo para no pagarme.

Dear pekeqIejd1,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've encountered with this casino.

To better understand the situation and provide support, could you please clarify a few details for us?

• Could you confirm if the €800 you won was part of the winnings from the 50 free spins bonus with no wagering requirement?
• Were you made aware of any specific terms and conditions tied to the bonus, particularly regarding maximum cashout limits? Please note that we’ve observed the maximum cashout for a no-deposit bonus from this casino is stated as $100 in their terms.
• Did you receive any specific communication from the casino about why they categorized your account as a duplicate? If so, please share those details or any messages you received during your account verification or after your account was blocked.

If you have any emails or messages related to your registration, winnings, or account status, please feel free to forward them to petronela.k@casino.guru. This information will be extremely valuable as we look into the matter further.

Your cooperation is essential for us to move forward with this case. Without additional details or input from you, it may be challenging to investigate and advocate on your behalf with the casino.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear pekeqIejd1,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.