Celsius Casino - Player’s withdrawal has been delayed.

Withdrawals in this casino must be take 5-45 minutes.

There is a lot of confirmations in chat, but it's not working for me.

A week ago I win more than 10k euro, now only about 5k left on my acc after gambling.

When I made a cashout req, support asking me for verification and said:

In 2hours i think.

After 2 hours:

It will be done today 100%

And then just closed my ticket and mute me from common chat for players.

For the next 4 days they didn't answer me at all. I found on of admins in public acc of casino in Telegram, only after that I receive a first answer, that I need to wait to solve it on monday.

Ok, monday eve:

We told you it will be done monday. It will be done monday so today please be patient.

Do I need to say that nothing changed? And now they ignoring me again.

Dear Newbie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. First, I would like to point out that the verification and withdrawal processes are both very complex and sometimes time-consuming. None of the serious casinos take them lightly and it can take a few days from verifying documents to processing a withdrawal.

Do I understand correctly that you are now waiting for a casino to approve your documents? Could you please clarify, which documents you provided and when exactly?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply. I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Kristina

Hello Kristina and thank you for your support.

I sent all documents in 5 minutes after request (ID + selfie with ID).

I understand that sometimes it need time for verification, but the main problem here is support. They promise me 3 times to do all the processes with verification and cashout and nothing changed.

At first, it was 2 hours, after that "this day", third time-frames was Monday (yesterday).

And they absolutely ignoring me and didn't answer to me email and support tickets, this is the most annoying thing.

Also sent all communication to you be e-mail

Thank you very much for your reply and emails, Newbie. I would still recommend you wait for a few more days. I know it can be frustrating, but casinos usually need more time to check all details in provided documents.

I will keep this complaint open, and if there is no development within the next 7 days, we will intervene. I would like to ask you to inform us if there is anything new in the meantime.

Dear Newbie,

Has there been any news? We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.