Kære Casino Guru Team,
Jeg beder venligst om din hjælp til at kontakte Celsius Casino for at få en ordentlig forklaring på, hvorfor de afviste min hævning på $19.140 og efterfølgende konfiskerede midlerne. Jeg vil gerne have dem til at henvise til de nøjagtige afsnit af deres vilkår og betingelser, som de hævder, at jeg har overtrådt, samt den specifikke del af vilkårene, der retfærdiggør konfiskation af mine midler.
Påskud :
Den 9. november 2024 foretog jeg en indbetaling ved hjælp af deres kampagnekode "EASYBONUS". Jeg begyndte at satse bonussen; dog blev bonusvilkårene ændret tidligt i processen. Blandt andre ændringer blev spillet, jeg spillede, føjet til listen over forbudte spil. Da jeg indså, at vilkårene var ændret, stoppede jeg straks med at spille. Jeg kontaktede derefter Celsius Casino for at anmode om annullering af bonussen og en tilbagebetaling af mit depositum på $20.000, da jeg ikke var enig i de nye vilkår. Efter at have ventet fem dage på deres svar, fik jeg at vide, at der ikke var nogen ændringer i bonusvilkårene, at jeg ikke ville modtage nogen refusion, og at ethvert brud på disse vilkår ville resultere i konfiskation af hele min saldo, selv efter at have gennemført omsætningskrav. Da de spil, jeg allerede havde spillet, var forbudt i henhold til disse nye vilkår, blev det klart, at alle mine gevinster og indskud uundgåeligt ville blive konfiskeret. Baseret på dette svar forstod jeg, at uanset mine handlinger, ville jeg miste alle mine penge. Fra det tidspunkt og frem valgte jeg at behandle dem som legepenge, idet jeg så bort fra deres bonusvilkår og spillede dem væk på live blackjack og live baccarat med indsatser fra $250 til $1.000. Til sidst mistede jeg det hele, og bonussen blev markeret som "Udført."
Problemstillingen:
Den 15. november samlede jeg min Rakeback og påbegyndte en tilbagetrækning af min reelle saldo på ca. $19.000. Et par timer senere blev min anmodning om udbetaling afvist, men mine penge blev ikke returneret.
Baseret på en tidligere sag, anser Celsius Casino ikke Rakeback for at være en del af kampagnekoden indbetalingsbonus. Selv når vilkårene for indbetalingsbonussen blev overtrådt, og der blev pålagt sanktioner, forblev Rakeback upåvirket og tilgængelig for udbetaling.
Jeg kontaktede straks support, og de fortalte mig, at sagen var blevet sendt til deres team til yderligere gennemgang.
Kort efter fik jeg følgende svar:
"Hej, som vi kan se, har du med indbetalingsbonussen spillet et spil, der er forbudt. Du har også forsøgt at akkumulere penge i et specifikt spil for at hæve dem uden at fuldføre den påkrævede indsats."
Jeg præciserede, at indbetalingsbonussen allerede var annulleret, da jeg havde mistet hele beløbet. Jeg påpegede også, at jeg ikke havde spillet noget spil, der kunne akkumulere penge. Jeg anmodede om specifikke detaljer om min påståede overtrædelse, inklusive de nøjagtige afsnit af vilkårene og betingelserne eller bonusvilkårene, der blev overtrådt. Derudover anmodede jeg om en forklaring på, hvorfor min hævning blev afvist og min saldo konfiskeret.
Som svar fik jeg at vide:
"Da du spillede dette forbudte spil, brugte du stadig aktivt kampagnekodebonussen. Hvis du ønsker det, kan vi bevise dette med et skærmbillede fra din spilhistorik."
Jeg fandt dette svar utilstrækkeligt, da det ikke imødekom mine bekymringer. Hverken den specifikke påstand med henvisning til vilkårene og betingelserne eller en gyldig begrundelse for beslaglæggelsen af mine midler blev givet. Så jeg gentog min anmodning om detaljerede oplysninger og ordentlig afklaring.
Denne udveksling fandt sted den 15. november 2024. Jeg har ikke modtaget yderligere svar siden da. På trods af at jeg har sendt daglige opfølgende beskeder, der beder om tilfredsstillende svar, er mine anmodninger blevet ignoreret.
Den 21. november sendte jeg også mine bekymringer via e-mail, hvis supportchatten på stedet ikke fungerede korrekt. Jeg har dog endnu ikke modtaget et svar.
Jeg anmoder om din hjælp til at få en klar og korrekt forklaring fra Celsius Casino vedrørende konfiskation af min saldo. Hvis deres begrundelse er ubegrundet, beder jeg om din hjælp til at få mine penge tilbage.
Tak for din opmærksomhed på denne sag.
Venlig hilsen,
Mannfred
Dear Casino Guru Team,
I kindly request your assistance in contacting Celsius Casino to obtain a proper explanation as to why they rejected my withdrawal of $19,140 and subsequently confiscated the funds. I would like them to reference the exact sections of their Terms and Conditions that they claim I violated, as well as the specific part of the terms that justifies the confiscation of my funds.
Pretext:
On Nov 9, 2024, I made a deposit using their promotional code "EASYBONUS." I started wagering the bonus; however, the Bonus Terms were changed early in the process. Among other changes, the game I was playing was added to the list of prohibited games. Upon realizing that the terms had changed, I immediately stopped playing. I then contacted Celsius Casino to request the cancellation of the bonus and a refund of my $20,000 deposit, as I did not agree to the new terms. After waiting five days for their response, I was told that there were no changes to the bonus terms, that I would not receive any refund, and that any breach of these terms would result in the confiscation of my entire balance even upon successfully completing the wagering requirements. Since the games I had already played were prohibited under these new terms, it became clear that all my winnings and deposit would inevitably be confiscated. Based on this response, I understood that regardless of my actions, I would lose all of my money. From that point forward, I chose to treat it as play money, disregarding their bonus terms and playing it away on live blackjack and live baccarat with bets ranging from $250 to $1,000. Eventually, I lost it all, and the bonus was marked as "Completed."
The issue:
On Nov 15, I collected my Rakeback and initiated a withdrawal of my approximately $19,000 real balance. A few hours later, my withdrawal request was rejected, yet my funds were not returned.
Based on a prior case, Celsius Casino does not consider Rakeback to be part of the promocode deposit bonus. Even when the terms of the deposit bonus were breached and penalties applied, the Rakeback remained unaffected and available for withdrawal.
I immediately contacted support, and they told me that the case had been sent to their team for further review.
Soon after, I received the following response:
"Hello, as we can see, with the deposit bonus, you have played a game that is prohibited. You also attempted to accumulate funds in a specific game in order to withdraw them without completing the required wagering."
I clarified that the deposit bonus had already been cancelled, as I had lost the entire amount. I also pointed out that I had not played any game that could accumulate funds. I requested specific details of my alleged violation, including the exact sections of the Terms and Conditions or Bonus Terms that were breached. Additionally, I requested an explanation of why my withdrawal was rejected and my balance confiscated.
In response, I was told:
"When you played this prohibited game, you were still actively using the promocode bonus. If you wish, we can provide proof of this with a screenshot from your game history."
I found this response inadequate, as it failed to address my concerns. Neither the specific allegation with reference to the Terms and Conditions, nor a valid justification for the seizure of my funds was provided. So, I reiterated my request for detailed information and proper clarification.
This exchange occurred on Nov 15, 2024. I have received no further response since then. Despite sending daily follow-up messages asking for satisfactory answers, my requests have been ignored.
On Nov 21, I also sent my concerns via email, in case the on-site support chat was not functioning properly. However, I have yet to receive a reply.
I request your assistance in obtaining a clear and proper explanation from Celsius Casino regarding the confiscation of my balance. If their reasoning is unfounded, I ask for your help in recovering my funds.
Thank you for your attention to this matter.
Best regards,
Mannfred
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