The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Celsius Casino - Player claims that payment has been delayed.
Celsius Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.6
Celsius Casino has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
6d 17h 52m 14s
Case summary
6 hours ago
Public
Novice
Public
1 week ago
Translation
Hello, dear GURU team!
The dubious Celsius Casino refuses to pay out my money in accordance with the rules.
The following is the current status of the persistent refusals to pay:
- All withdrawal requests (bank card/VISA) are always rejected by the casino without reason (!?).
- The SEPA option is supposedly under "maintenance"; this strange situation has been going on for about a week. (?)
- The casino essentially requires players to use a crypto wallet. Without this wallet, withdrawals are currently not possible. Alternatively, players should simply wait until the "maintenance" of the SEPA option is completed – which has now taken about a week.
- Customer service simply gives the same stupid (pre-written) answers and continually resorts to the method of unnecessarily dragging out the payout(s). This deliberately rude/false behavior is a disaster.
This casino is definitely NOT to be classified as "reputable".
I would be pleased if effective assistance could be offered.
Thank you.
Kind regards
Chris
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear Mr.Boo,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Novice
Public
1 week ago
Translation
Note: The primary issue is that withdrawal requests are continually being rejected for no reason! The casino apparently doesn't want to pay out; there definitely can't be any other relevant reason. It's all very annoying, irritating, and completely dubious – which is why I don't recommend this dubious casino.
Automatic translation:
Public
Novice
Public
1 week ago
Translation
Additional information: After a withdrawal request, the status "Success" immediately follows, but no bank receipt has been recorded so far, and after 2 days at the latest, the status is strangely always "rejected."
Extremely annoying, crazy store.
Automatic translation:
Public
Novice
Public
4 days ago
Translation
Update:
To date, the payment has demonstrably (!) NOT been received in my bank account.
No response/feedback from "customer service."
Sorry, but this IS pure fraud & sheer deception.
This will have criminal consequences.
Automatic translation:
Public
Novice
Public
3 days ago
Translation
In your sheer incompetence/indifference, did you not understand that this incident seems obvious, that the money will never arrive, and that it certainly doesn't take "20 weeks" to achieve effective action???
No, because you don't care at all, just because it's not several thousand euros – and it's not about the amount of the payout, but about the principle. Theft is theft, one way or another.
Club for under-resourced secondary school students.
Automatic translation:
Public
Complaint Specialist
Public
9 hours ago
Thank you for your responses.
Please note that my first reply in this thread was generated automatically by our system based on the answers you selected when submitting your complaint. That is why the timer was automatically set to suggest that you were waiting for a delayed payment.
However, if I understand correctly, you do not currently have a pending withdrawal request in your account, as all of your previous attempts to withdraw your winnings have been unsuccessful.
Please understand that the availability of payment methods is not managed solely by the casino. Several factors play a role, including licensing authority requirements, your location, agreements with payment providers, and even restrictions imposed by banks. Just because a payment method is available for deposits doesn’t mean it must be available for withdrawals. Sometimes, these methods can be changed or discontinued without prior notice. Unfortunately, this means that casinos can be limited in what withdrawal options they can offer.
To proceed with the investigation, could you please clarify the following:
- Which payment methods are currently available in your profile for withdrawals?
- If possible, please send me a screenshot of the withdrawal options visible in your casino account.
- Has the casino suggested any alternative method to withdraw your funds or mentioned the option of a manual withdrawal?
- Have you successfully withdrawn any funds from this casino in the past?
Lastly, I would like to kindly remind you that offensive or threatening language will not be tolerated. Any further attempts to verbally attack or intimidate Casino Guru staff or the casino’s representatives may result in the permanent suspension of your profile on our platform. Our primary goal is to assist players fairly and respectfully, and we maintain a zero-tolerance policy regarding abusive behavior.
Thank you for your understanding.
Casino Guru is examining the case
