Hello,
I would like to tell you the very bad experience I'm currently living with Celtic Casino.
I've been a regular live dealer roulette player there for about 2 months there, without any problem until today. Today, while I was playing roulette again, I saw my balance moving with amounts I didn't play, until at the end only 0. 25 eur remained (I had 305 eur when I started the session at about 3:50 am GMT+2, and I should be around 310/315 eur when the issue happened).
I tried to alert the pitboss, the support, but they told me I was playing at baccarat and lost that money there, while I never went on baccarat or on any other game than live dealer roulette at low limit !
Could you understand how I feel ? I'm a small player, I was happy to play at Celtic Casino and such a thing happens. I tell the truth, I alerted everyone about the money which was disappearing from my account live, and they tell me I'm responsible, having played and lost at baccarat, while it's absolutely not the truth !
There are only two explanations : or they stole that money from my account (difficult to believe but who knows. . . ), or someone is able to play with my account at the same time I'm connected, and in that case as I explained to Celtic Casino support, they should be able to check IP adresses or something, and it would mean too there is a big issue in the security of their Celtic Casino site (my PC is perfectly safe and secured with up-to-date firewall and antivirus and I've never seen my accounts hacked).
What could I do now ? I never saw that on other live casinos where I played (Bet365, . . . ) and I'm deeply disgusted by what I'm living now.
I sent messages to Visionnary Gaming, to live dealer casino review sites, hoping it could help to solve that issue.
Thank you.
KHUZEV
Ok....that sucks....so what? I'm not sure if I should delete this or move it? :girl_wacko:
Ken
Hello,
I don't understand why you're talking of deleting my post, unless I didn't post it at the right place (I'm sorry if it's the case).
KHUZEV
No... :whistle:
Quote from: Khuzev on April 05, 2011, 01:49:11 AM
Could you understand how I feel ? I'm a small player, I was happy to play at Celtic Casino and such a thing happens.
Thats why smart people don't play online casinos. They're all crooks and cheats.
Shame you didn't check the threads here or the website nolinks.casinocity.com (nolinks://nolinks.casinocity.com) first Khuzev :-[ :-[ :-[
Celtic Casino are based in Costa Rica were the online gambling laws are "very dodgy" :rtfm: :rtfm:
Bad.. bad news.
But like Xman says, always check out Casinocity or here for recommendations.
I dont think there is anything you can do....except learn from this...why did you move from Bet365? I have had nothing but good experiences there??
TSK
Hello to all,
Thanks for your answer.
@ xman1970 : Celtic Casino (Cyprus based) is powered by Visionnary iGaming, which operates from Costa Rica.
I took some information before going there, and both have good reputation, except a few comments here and there about the "green zero" being drawn too many times, but nothing like I experienced.
@ The Spiders Kiss
As a french resident, I can't play anymore on Bet365 since september 2010 and the change in the laws governing games in my country. The last remaining online casino accepting french players was Celtic Casino, that's how I came there.
Can you imagine that at the same time I was connected at live dealer roulette low limit, watching my money leaving and chatting with their pitboss, he was telling me that happened at baccarat table where I wasn't or didn't go ?
I hope that with the "pressure" I put with my e-mails and posts here and there about what they did to me, they will recognize a technical mistake happened or something else and give me my money back at the end. I can't imagine they will keep the same conduct, it would be totally incredible.
Quote from: Khuzev on April 05, 2011, 04:59:40 AM
Hello to all,
Thanks for your answer.
@ xman1970 : Celtic Casino (Cyprus based) is powered by Visionnary iGaming, which operates from Costa Rica.
I took some information before going there, and both have good reputation, except a few comments here and there about the "green zero" being drawn too many times, but nothing like I experienced.
Khuzev, I'm v sorry about your situation, but if you were aware that they were based in Costa Rica that should of been enough for you to avoid the place. I understand you wish to play somewhere.... but look how that has ended :skull: :skull:
the v v v best of luck in get to the bottom of this, I hope I'm proved wrong and you succeed :good: :good:
BTW, were did you find the information that stated they had a "good reputation" ?? that I would luv to see....
Hey Khuzev, I was there when that was happening to you. Well, I got kicked out for my comment about your money disappearing, and right after I got kicked the first time, I came back and the pitboss had a comment on the chat board saying that I and another player were the same player. I thought he/she was joking for saying that, and I replied, "lol, am I, pitboss?". Right then I couldn't post anymore nor place any bets and then got kicked out a second time and could not log in anymore.
Now, why would they kick me out for making the comment that "it is not right that you're money is disappearing from your account"? Truly, I'm thinking that there's something going on with that casino. I see so many complaints on that casino, plus all the technical problems they have every now and then. What's with that?
Here is the screen shot right before I got kicked out.
Hi carsch,
Thank you for your contribution.
I remember you tried to support me on the chat when I was talking with the pitboss (my nickname is Akhen at Celtic Casino), and I would like to thank you for that too.
Well, since I've been playing at Celtic Casino, from moments to other it's true I noticed that some people seemed to experience problems with their money (balance or winnings), while pitboss offered them to be contacted later by customer support.
But when it happens to you personnaly, it's not the same thing anymore.
I'm really impatient to learn what Visionnary iGaming will reply to my message, because I can't imagine they are involved in that kind of actions, it would be disastrous for their image (they are supposed to be a respectable and leading game company with people coming from PokerStars and other to work for them).
Quote from: Khuzev on April 05, 2011, 05:26:18 AM
they are looking in the issue and inform me they will reply with further details.
Don't be surprised if they tell you the records say you lost it placing bets. The pitboss obviously knew about it, he banned carsch from chat.
I do hope that the websites making the promotion of Celtic Casino will reply me too after they read my story, and warn their readers from now.
Quote from: Khuzev on April 05, 2011, 05:26:18 AM
@xman1970
Thanks for your new comments.
I found good information about Celtic Casino and Visionnary iGaming at these places :
- hxxp: nolinks. livedealer. org/liveroulette. htm
- hxxp: nolinks. crazymonkeycasino. com
Unfortunately those 2 places are just affilate links websites :-[ As in you join the casino via them & they get commission....... :diablo: Therefore they are going to say ANY casino they can get money from is good......
A moment ago I received an e-mail from Celtic Casino support, in which they state they are looking in the issue and inform methey will reply with further details.
Now, they are talking about an issue, there is a sign of improvement I guess.
again the v v best of luck to you :good: I hope cheese is wrong but I get the feeling he won't be.....
Go ahead and use my comment above on the website promoting Celtic, if you want to, Khuzev. I do remember another comment I made to another player when he said for you to leave the casino after complaining that your money was disappearing. I said to him: "do you work for the casino?" That might have contributed as well for them to kick me out. ;D
Go here and tell people about your experience
hxxp: nolinks. casinomeister. com/forums/online-casinos/
Khuzev
There is a member of this forum called CelticCasino.
He is,by his own admission a customer service agent for them. You can find him in the members section.
I suggest you drop him an email or personal message and invite him to look at this thread.
Heres what he posted earlier
....................................................
I do endorse it (I am a customer service agent, full disclosure). Before I started working for Celtic Casino I was an affiliate. I've found that the casinos who operate successfull, honest affiliate programs are those who also treat their players fair and honestly as well. That's why I jumped at the chance to work with these guys. Anyway, I could go on talking about it, but I don't want to come off as a salesman.
.....................................................
good luck
TSK
@ carsch
Thanks again for all.
You're right, I sent a message to Bryan the Meister of CasinoMeister, and I will create a topic in their forum too about what happened today with Celtic Casino.
@ The Spiders Kiss
Thanks again to you too.
It could be interesting to see what that Celtic Casino staff member would answer, but it seems he didn't contribute there for a while.
there is a Celtic casino representative at the forums:
nolinks://rouletteforum.cc/profile/CelticCasino/ (nolinks://rouletteforum.cc/profile/CelticCasino/)
nolinks://vlsroulette.com/profile/CelticCasino/ (nolinks://vlsroulette.com/profile/CelticCasino/)
I don't know if it helps. I hope the issue will be sorted out. don't give up, keep bugging them.
this is not fair.
But I know the Celtic Casino guy on these forums as a nice caring person. So, Khuzev, please let him know of the issue ASAP. I don't think he is interested in creating bad reputation for this casino, which so far have had a very good reputation among forum players.
Pls keep us updated.
Hello KHUZEV,
I understand your frustration why you made this public. I would do the same if I was you. I've contacted technical support and will follow up as soon as possible. Our system has NEVER experienced this sort of error before. I understand . I would like to let everyone know that we only received KHUZEV's email about 7.5 hours ago (at 1:00AM).
Looking over the account and your statement about your issue it appears on the surface that you were also playing baccarat simultaneously, which many players do.
Our techinical team will certainly follow up on this issue for you. We do strive to keep all of our players satisfied.
Adrian
@ iggiv
Thank you for your post.
@ CelticCasino
Thank you for your post.
I would like to bring some precisions to what you stated :
- I won't talk about frustration (it's a feeling which can happen when you lose), I will talk about anger and disgust about the way my money has been stolen from my balance, while I was watching without being able to stop it except to report the events live to the pitboss.
- the support team has been alerted several times and by several means (live ticket sent by pitboss, e-mails) of what happened to me, the earliest about more than 13 hours from now (around 4:50 GMT+2). However, the last e-mail I sent to the support was received about 8 hours ago.
- I never played baccarat or any other game, I was only sat at live dealer roulette low limit.
I don't expect any other resolution than being contacted to learn the stolen money would be given back to me.
For an even better understanging of the situation from the readers, here is the full copy of the last e-mail I sent to Celtic Casino support and which they received about 8,5 hours ago :
" From: xxx xxx [mailto:xx@xx. fr]
Sent: Tuesday, April 05, 2011 1:15 AM
To: support@celticcasino. com
Subject: Celtic Casino - in order to help your technical support (Live
Ticket LC0950 and more)
account : Akhenathon
Hello,
In order to help your technical support to investigate the better and the
faster the "money stolen issue" I've been the victim of earlier today while
I was playing at your online casino, you will find below the summary of the
events as they happened.
- I logged in to my Celtic Casino account earlier today at about 3:50 am
GMT+2, and I went straight to live dealer roulette low limit, with my 305
euros balance There was a period of maintenance but the game resumed about 5
minutes after.
- at a given moment (I don't remember exactly at what time), I noticed that
my bankroll moved from 302,50 eur (or 303,50 eur, something like that) to
252,50 eur. I immediately typed several times "pitboss" at the live dealer
roulette chat to explain him the problem, but I noticed the right amount was
displayed again, so I wrote "all is fine" (or something like that) in the
chat box.
- however, when that situation occured again just a few minutes after, I
asked again to the pitboss to pay attention to it, explaining I was watcing
my balance making strange money moves. Another time, the balance seemed to
display the good amount of money, but it wasn't the case, as I had more than
expected (325 eur instead of 300 or 305 eur). I prefered that situation at
the previous one (to have more than less), but pitboss suggested me to close
the window and to come back.
- I logged off and then logged in about 1 or 2 minutes after, and I noticed
my balance was still at 320 (between 320 and 325 eur, I don't remember
well).
- I went back to live dealer roulette low limit, where the game worked
properly for several minutes, until I noticed with scare that my balance had
again problems : this time, the money was disappearing faster than before,
so I "screamed" to pitboss in the live chat box.
- He informed me that the support didn't notice anything abnormal in my
session, and learnt me my game history showed I played baccarat too,
something which would explain the money moves your service tells.
- At the same time, I was horrified by how fast my bankroll was being
destroyed while I couldn't do anything to prevent it, leaving me at the end
with only 0,25 eur. I was still chatting with pitboss along.
As I wrote it again several times, the only game I played today has been
live dealer roulette at low limit, nothing else, I didn't enter any other
room, and I don't understand how my supposed game history could show actions
I didn't do, unless someone managed to play with my bankroll at the time
while I'm connected at your site, which is a very big security concern then,
or maybe someone from Celtic Casino is deliberately stealing my money, it's
possible too, I don't know. . .
I already alerted several people or sites about that horrible experience
(Visionnary Gaming, online casino live dealer games review sites, forum),
because it's absolutely unthinkable such a thing happens to a customer.
Now, I hope that you resolve the issue very quickly and give me my stolen
money back.
Thanks. "
Quote from: carsch on April 05, 2011, 06:00:46 AM
Go ahead and use my comment above on the website promoting Celtic, if you want to, Khuzev. I do remember another comment I made to another player when he said for you to leave the casino after complaining that your money was disappearing. I said to him: "do you work for the casino?" That might have contributed as well for them to kick me out. ;D
Go here and tell people about your experience
hxxp: nolinks. casinomeister. com/forums/online-casinos/
Why put the spacing in the address? So that its not clickable? lol Its still there.
Ken
Quote from: Khuzev on April 05, 2011, 01:08:01 PM
@ iggiv
Thank you for your post.
@ CelticCasino
Thank you for your post.
I would like to bring some precisions to what you stated :
- I won't talk about frustration (it's a feeling which can happen when you lose), I will talk about anger and disgust about the way my money has been stolen from my balance, while I was watching without being able to stop it except to report the events live to the pitboss.
- the support team has been alerted several times and by several means (live ticket sent by pitboss, e-mails) of what happened to me, the earliest about more than 13 hours from now (around 4:50 GMT+2). However, the last e-mail I sent to the support was received about 8 hours ago.
- I never played baccarat or any other game, I was only sat at live dealer roulette low limit.
I don't expect any other resolution than being contacted to learn the stolen money would be given back to me.
I've been in contact with customer support and the technical team. They are active on this issue. Celtic Casino does value you as a player.
Hello Khuzev, This issue has been resolved! The bottom line is that Celtic Casino as well as Visionary iGaming fully supports their players. An email is now being sent to you with full details and a successful resolution that I am sure you will be more than satisfied with.
Thanks to the VLS forum and the fast administrators at ViG (Visionary iGaming) as well as the Celtic Casino support staff this issue is solved to your satisfaction.
As always myself and any staff member are hear to solve your issues.
:clapping:
thanx a lot! i wish everyone from casinos would be like u!
I told u folks, thats a Casino with great reputation and a good person representing it!
i am gonna give the link to your message on the other forum to let them know how quickly the problem was solved
Well, I'm very impatient to read Celtic Casino's e-mail to see how the issue has been resolved.
I will make it public posting it in the topic.
Quote from: Mr J link=topic=18533. msg133609#msg133609 date=1302023240
Why put the spacing in the address? So that its not clickable? lol Its still there.
Ken
I didn't. I thought it was this board doing that so to prevent adding links in here.
@ Celtic Casino. . . . . . . . i'd like to know why they banned me from the casino, and why the pitboss went on the chat board telling the other players that i and another player were the same players when that was untrue. So to justify his action for banning me for making the comment i made? LOL! That's just plain B. S. Nah, it's got to be more than just that.
Pitboss could make a mistake with IP. U know, tunnel vision. he was sure that some people shared the same account, so maybe he thought that a massive fraud is goin on.
I hope you're right. . . . . . . . . . . cause it just didn't make sense to me.
Piy bosses >>>>>>>>> It`s NOT what they see ........it`s what they THINK they see. :diablo:
Nathan Detroit
Hello there,
As I gave it at every point in that crisis, I'm going to communicate with openess again, so here is the resolution e-mail sent by Celtic Casino to me :
----- Original Message -----
From: Celtic Support
To: 'xxx xxx'
Cc: 'Celtic Support'
Sent: Wednesday, April 06, 2011 12:29 AM (GMT+2)
Subject: RE: Celtic Casino - in order to help your technical support (Live Ticket LC0950 and more)
Hello xxx,
We have now had ample time to research this issue and have identified what happened.
Explanation:
An individual from a Canadian IP address obtained your login credentials, logged in and maliciously spent your balance on live baccarat. We can confirm that there were no breaches into our system whereby any player information was compromised – as far as we can tell this individual in Canada obtained just your user login from an unknown source – possibly access to your email account, but it is very hard for us to speculate. We have blocked the IP address range which the culprit was utilizing.
Observations/Comments:
1. As with most online sites, our policy is to put the responsibility of protecting login credentials onto the user and we rarely, if ever, make exceptions to this policy.
2. Given that you have been a registered member since December 23rd, 2010 and your history of playing with CelticCasino we can confirm that you:
a. Only play live roulette. Large live baccarat action is not consistent with your playing profile.
b. You utilize the same French IP address each and every time you play. A login from Canada is very unusual and again not consistent with your profile.
Based on these observations, our management has decided to make an exception and support your claim.
Course of Action:
1. We have changed your password on your behalf to: xxx
2. We have refunded all baccarat losses, totaling €333. 50. Attached you will find your detailed transaction history showing you exactly what was lost on the baccarat table.
3. As a sign of goodwill, CelticCasino has credited your account with an additional €50. 00 which are completely free and clear of any bonus terms and conditions. In other words, these are real funds for you to do as you please.
4. A total of €384. 00 is now available on your account.
We hope that CelticCasino has demonstrated to you that we are a reputable operation which will always put you, the customer, first. We thank you for your patronage and hope that this resolution either meets or exceeds your expectations. If it does, we would greatly appreciate if you updated your forum postings stating that the CelticCasino Customer Service team did resolve your issue to your satisfaction in under 24 hours.
If you have any questions please do not hesitate to contact us.
Regards,
Roy Schools
Customer Support
CelticCasino. com
My own observations now :
- My PC, my browsing on the web, my messengers, my mail user agent are full secured, with antivirus and firewall up to date.
- I have a lot of accounts on the internet, and I had never ever suffered any hacking, my PC is protected and I'm very cautious.
- If the guy had managed to get my login and passwords elsewhere than by the Celtic Casino site when I was connected, I wonder why the issue of the money disappearing only happened when I was connected, and not when I was offline too.
- The solution offered satisfies me throughout. The case has been resolved in less than 24h by Celtic Casino, especially thanks to the action lead on this forum and to all of its participants. I have to add that a customer representative of Visionnary iGaming left me a message on my phone to explain me the situation around 4 hours before I received the e-mail of resolution from Celtic Casino.
- My first idea is to withdraw the money and leave Celtic Casino, but I think maybe it would be better to go on playing there, to see and to report if everything is right now.
Hi
What a pleasant surprise!! Well done Celtic casino for putting right this mans wrongs. Impressive stuff.....
Quote from: The Spiders Kiss on April 06, 2011, 02:37:49 AM
Hi
What a pleasant surprise!!
Its not like they have a rep on this forum who told them this problem has been viewed by hundreds of potential players and it would be to their benefit to refund this guys money. Just this once......
If it was me ?
Take the money & Run !!!!!!!!!!!!!! :rtfm: :rtfm: :rtfm: :rtfm:
Quote from: cheese on April 06, 2011, 02:51:57 AM
Its not like they have a rep on this forum who told them this problem has been viewed by hundreds of potential players and it would be to their benefit to refund this guys money. Just this once......
Lol Spike. I've been around long enough to know how it works. Still I bet Khuzev
is pleased he has his money back ( and more).
I certainly won't be putting any of my money in there however.
TSK
Khuzev, maybe withdraw some and play with less money slowly, see how it's goin
Question:
When and for what reason did this CELTIC casino ever make the first appearance on this board.? The reason I am asking is that the owner of another board who is VERY critical of on-line casinos was offfered a $ 25 deposit in an account with his name so he can see for himself that it is an honest on-line casino .
The name of the casino has niot been revealed but it would be interesting to know to what extend roulette boards are being monitored by on-line and possibly also by B & M casinos operations.
Nathan Detroit
HAPPY WINNINGS!!!
I am glad that Khuzev is satisfied with the resolution of the problem. In this case our support was in contact with Khuzev before this issue was presented on this forum. By checking previous posts you can see Celtic Casino's presence on this forum is to add value to the forum as well as serve as an additional support for players. I personally feel it would have been appropriate for Khuzev to give our support a chance to address the issue before posting on this forum.
If any other players have any issues please email our support staff. Our presence on this forum and others is an example of our continued effort to provide the best live dealer casino games possible.
Have fun!
The main reason why I made this issue public (here and by contacting other websites related to online casinos and especially to live dealer games) was I had the feeling Celtic Casino support didn't want to take my claim seriously at the beginning : after my initial exchange with the pitboss in the live chat box which resulted in the creation of a live ticket, Celtic Casino support assured me that I played live baccarat and lost the money there, and only recommended me to change my password.
About that last point, I'm a bit surprised it's not possible to change our password automatically from our personal space at Celtic Casino website : it has to be done manually, sending an e-mail to the support.
After careful consideration, I decided that I will go on playing at Celtic Casino live dealer roulette, because after all what happened, I can't imagine there would be issue again. Anyway, I will keep you up to date with how the things are going there.
I can't believe your getting this kind of response. Technically under the terms of agreement and to the best of my understanding, you can't say anything "bad" about them, because then you would be in violation of the agreement. It's great to hear, you're getting a better response. In the past, the VIG brand casinos would get more defensive in these kinds of situations.