Celsius Casino - Вывод средств игрока задерживается.

Celsius do not communicate or pay winnings.

I verified my account upon winning on the 6th August and to this date they pay nothing. They do not respond to emails and no one has ever been in the chat. They do not respond and withdraw just stays pending. I played slots with a 130€ deposit and bonus match. Its like the Casino take deposits but they don't exist.

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Dear StormFjell,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear StormFjell,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No. It remains pending and still completely no response from the casino. Not one message has ever been responded to in the chat either. Maybe they taking money but not operate.

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Please post a screenshot of your withdrawal history so we can see the status of your current request.
• Please post any screenshots of attempts to contact customer support.

Thank you very much in advance for your reply.

Hi Jean,

No and this is what worries me. I verified my account 3 weeks ago and nothing received or any communication has been made to me at all. No one even goes on chat.

I attach screenshot of my withdraw and kyc checks completed.

[redacted]

Dear StormFjell,

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 5+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no other choice since it seems to be a common practice for Celsius Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Celsius Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Jean