Celsius Casino - A conta do jogador foi encerrada após uma vitória.

Hello, dear Casino Guru

I have an account at CelsiusCasino. I recently won €959 while playing without using any bonuses or promotional offers, only with my own deposited funds.

Shortly after my win, my account was suddenly blocked, and I can no longer access it. I contacted the support team, but they have not provided a clear explanation or reference to any specific rule that justifies the suspension.

I am requesting:

– Immediate review of my case;

– Clarification of the exact reason for the account block;

– Payment of my legitimate winnings (€959).

I can provide screenshots of my balance, game history, deposits, and the conversation with support as proof.

I hope Casino.Guru can assist me in resolving this issue fairly.

Thank you.

Username: yatsik13

Email: [hidden by Casino Guru]

Date of win: 07/10/2025

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Have you received any email from the casino after your account was closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I mostly played slots, and my last big wins were on slots. I also did a little sports betting. I had a couple of successful withdrawals of small amounts. Yes, I provided all the documents for verification. But after that, my account was blocked within 24 hours! I haven't received a single message from them!

Я в основном играл в слоты и последние крупные выигрыши были именно в слоты. Так же я делал немного ставок на спорт. Было пару успешных выводов средств на небольшие суммы. Да я предоставил все документы для верификации. Но после этого через сутки мой аккаунт уже был заблокирован! Ни единого сообщения я от них не получил!

Was your account successfully verified before the casino closed it, or have you not received any feedback regarding the documents at all?

Has the casino contacted you in the meantime, or have you communicated with them through any channel? If so, please kindly share any correspondence regarding the closure of your account with me. My email address is veronika.f@casino.guru.

I haven't received any response regarding my documents. The casino hasn't contacted me at all. They haven't responded to a single email. And you can only chat in live chat if you're logged into your account. I can't do that because my account is blocked.

Я не получил никакого ответа относительно моих документов. Казино со мной вообще ни разу не связывалось. По почте они не ответили ни на единое мое письмо. А в лайв чате можно только общаться если заходишь в свой аккаунт. Я это не могу сделать так как мой аккаунт заблокирован.

Thank you very much, yatsik13, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello yatsik13,

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

We would like to invite Celsius Casino to join the conversation.

Dear Celsius Casino,

Can you please explain why the player's account was closed after their win without providing the player a reasonable explanation?

If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.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.

Dear yatsik13,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru