Responsible gambling at Celsius Casino: control tools and direct support

Gambling should remain paid entertainment. It carries financial risk, no result is guaranteed and a casino account cannot provide dependable income. We provide account controls that can restrict money, stakes, time and access because willpower alone is not a reliable safeguard once play becomes stressful. Use these controls before a limit becomes urgent. If gambling has started to affect bills, sleep, work or relationships, stop playing and contact our responsible gambling team.

1. Our commitment

We maintain age checks, account limits, reality checks, cooling-off, self-exclusion, account closure and marketing controls. Our support and compliance teams can review behaviour that suggests harm, including rapid deposits, repeated failed payments, extended sessions, requests to reverse withdrawals or statements made during a support conversation.
A review can lead to a direct question, a temporary pause, a request for financial information or an account restriction. Player protection takes priority over promotional activity and VIP status. A higher account level never removes a responsible gambling control.

2. Gambling is not income

Every stake can be lost. Slots and table games carry a mathematical house advantage; sportsbook prices also include an operator margin. RTP describes a long-run model across many rounds, not what one person will receive during a session. A loss does not make a win “due”, and increasing the next stake does not repair the earlier result.
Do not gamble with rent, loan funds, business money, household savings or money reserved for tax and essential bills. Set a separate entertainment amount that you can lose without changing another financial decision.

3. Age and eligibility

You must meet the legal gambling age in your location and pass any age or identity check we require. We can suspend an account while evidence remains incomplete. A minor must not use an adult’s account, device, payment card or saved password.
Parents and guardians should secure devices with individual passwords, disable saved payment details and use content controls. Keep identity documents and banking apps away from shared devices. If you believe a minor has accessed the service, contact [email protected] immediately.

4. Account controls

4.1 Deposit limits

A deposit limit caps the amount that can enter the account during a selected daily, weekly or monthly period. Choose a value from disposable entertainment money, not from the balance you hope to win. A lower limit can apply quickly; an increase may require a waiting period and account review.

4.2 Loss limits

A loss limit restricts net losses over the selected period. It offers a different safeguard from a deposit limit because withdrawals and earlier winnings can otherwise make repeated redeposits difficult to track. Review the calculation shown in the account before setting the figure.

4.3 Wager limits

A wager limit caps the total amount staked rather than the net result. It is useful for fast games such as Aviator, Plinko, roulette or slots with autoplay, where turnover can rise quickly even when the visible balance changes less dramatically.

4.4 Session limits

A session limit ends or pauses play after a chosen period. Decide the duration before opening a game. Do not treat a warning as an invitation to extend the session; log out, move away from the device and return only after a genuine break.

4.5 Reality checks

Reality checks interrupt play with information about time spent and account activity. Read the message rather than dismissing it automatically. The useful question is simple: would you still choose to continue if the session had not already started?

4.6 Cooling-off period

Cooling-off temporarily restricts access for a defined period. Use it when play feels hurried, emotional or tied to a recent loss. The account cannot be restored early merely because the player changes their mind; that delay is part of the protection.

4.7 Self-exclusion

Self-exclusion blocks account access for the selected period or permanently, subject to applicable procedure. It also stops promotional communication linked to the account. Do not create another account or use someone else’s account during exclusion.
Contact [email protected] or live chat to request self-exclusion. State the preferred period and registered email. We may ask for enough information to identify the account, but we will not ask you to explain or defend the decision.

4.8 Account closure

Ordinary closure ends access but may not carry the same protective controls as self-exclusion. Tell support if the reason involves loss of control so that the correct restriction is applied. Eligible funds remain subject to verification and payment rules.

4.9 Marketing preferences

Email, SMS and push promotions can be disabled through account settings, unsubscribe links or support. A self-exclusion request triggers marketing suppression under our procedures. Security, payment and legal messages may still be sent because they concern the account rather than a promotion.

5. How to set or change a limit

Open the responsible gambling or account-control area after signing in. Choose the type of limit, period and amount, then confirm the request. Check the effective time shown on screen and keep the confirmation email or account message.
Reducing a limit should not require persuasion. Increasing or removing one can involve a delay, affordability review or contact from our team. A request made during a loss-heavy session can be refused or paused where player risk is apparent.
If the control is not visible, contact live chat or [email protected]. Include the registered email and the type of restriction needed. Do not deposit again while waiting for the control to be applied.

6. Signs that gambling is causing harm

Take action if any of the following has started to happen:

• sessions last longer or cost more than planned;
• deposits are funded by borrowing, overdraft or bill money;
• losses lead directly to larger stakes or immediate redeposits;
• gambling is hidden from a partner, family member or employer;
• sleep, work, study or childcare is interrupted;
• mood depends on the account balance or the next result;
• withdrawal requests are repeatedly cancelled to continue playing;
• gambling continues after a limit, promise or financial deadline has been broken.

One sign can justify a break. You do not need to wait for every part of life to be affected.

7. Risk factors

Alcohol, drugs, fatigue, isolation, debt, recent bereavement, unemployment and acute stress can weaken judgement. Fast games, continuous play and easy payment access can intensify the problem. Gambling while angry or trying to change a previous result is particularly unsafe.
VIP status and rewards can also distort spending decisions. Rakeback returns only part of eligible loss or turnover; it does not remove the cost of gambling. Do not increase play merely to reach the next level or reward.

8. Self-assessment

Answer these questions without using your current balance as evidence that everything is fine:

• Have you spent more time or money than planned during the last month?
• Have you borrowed money or delayed a bill to gamble?
• Do you increase stakes after a loss?
• Have you hidden deposits, losses or account messages?
• Do you feel restless when unable to gamble?
• Have work, sleep or relationships been affected?
• Have you cancelled a withdrawal to continue playing?
• Have you tried to stop and returned sooner than intended?
• Do promotions or VIP progress make it difficult to take a break?
• Would a person who knows your finances be concerned by the amount spent?

Several “yes” answers point to a need for immediate limits, cooling-off or self-exclusion. Even one answer involving borrowed money, hidden play or essential bills deserves action.

9. Common myths

9.1 “A win is due after several losses”

Independent rounds do not remember earlier outcomes. A losing sequence does not make the next spin, hand or crash result more likely to win.

9.2 “A larger stake will recover the session faster”

A larger stake increases the amount exposed to the next uncertain result. It can deepen the loss in seconds.

9.3 “Rakeback means I cannot lose as much”

Rakeback returns a percentage under specific rules. The remaining loss is still real, and extra play undertaken to earn the reward can cost more than the reward itself.

9.4 “I can stop once I get back to even”

That target moves as losses grow. A fixed time and money limit offers a real stopping point; “even” does not.

10. Financial blocking tools

Ask your bank whether it offers a gambling merchant block, card freeze or spending alert. Remove saved cards from the browser and digital wallet. Payment-app limits can create another barrier between an impulse and a deposit.
Gamban and BetBlocker can restrict access across devices. Device-level parental controls and DNS filters can add further protection. No single tool blocks every route, so combine account exclusion, bank controls and blocking software where risk is high.

11. Support for friends and family

Do not lend money to cover gambling losses or take control of the person’s account credentials. Speak about specific behaviour and its effect rather than arguing about whether the person is “a gambler”. Encourage direct contact with a support organisation and help set bank or device blocks if invited.
Protect shared finances. Review joint accounts, card access and household bills. If there is an immediate risk of self-harm, violence or financial crisis, contact local emergency services rather than waiting for casino support.

12. External support organisations

Use the organisation serving your location. Independent services do not need permission from Celsius Casino to help you.

13. What we do after a protection request

We record the request, apply the selected control, suppress marketing where required and retain enough information to prevent account reopening during exclusion. We can review linked account or device information where a player tries to evade the restriction.
Support staff receive guidance on risk statements, urgent escalation and account tools. VIP or marketing teams cannot override a responsible gambling decision. We review controls and communication records as part of our player-protection process.

14. Contact us

Responsible gambling email: [email protected]
Live chat: available 24/7 through the support panel
General account support: [email protected]
Telephone: +599 9 788 2140
If you are in immediate danger or considering self-harm, contact local emergency services now. Casino support cannot provide emergency medical care.