Celsius Casino - Player's withdrawal request ignored.

Hi,

I played on this casino recently before asking them to limit my account due to gambling issues. Prior to them blocking my account, as requested, I withdrew funds by BTC. I have had no reply from them for 5 days to questions and no money. There was nothing illegitimate about this withdrawal so not sure what they are doing and they are completely unresponsive.

J

Dear CryptoG82,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Thanks. It is the lack of response that is the biggest concern. Have sent numerous messages but not even an acknowledgement yet. If this goes on I will come back here.

I fully understand your frustration, CryptoG82. However, even if your account is blocked already, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear CryptoG82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi,

Have now sent a total of 6 emails and absolutely no response from the Casino and no funds. Cannot speak to live chat or any other contacts. Considering showing the details to their game providers as this is completely unacceptable behaviour.

I'm sorry to hear that there has been no development for two weeks. Could you please forward any relevant communication before we contact the casino directly? My email address is petronela.k@casino.guru. Thank you.

Details of emails sent and received(before the issue). To date I have still not had a single response...just the 17 days now..and no money.

(Screenshots removed by Casino.Guru)

I sent you the emails so you can remove the above screenshots. Thanks

Today I opened another account just to speak to Live Chat.

SEPHIROTH67

Hi,

Support

Hello can you give us some more details please ?

SEPHIROTH67

I had an account under the username Sephiroth. On the 3rd of December I made a withdrawal but also asked that my account be closed due to gambling problems. The request was processed on blocking the account at my request but I have had NO funds and its 19 days later. I have sent you 6 emails and raised a case on Casino Guru and advised Gaming Curacao because you do not respond ever. Can you please look into this as a matter of urgency as this case is now in the public arena and it doesn't look very good for you when you don't reply in 19 days and do not send funds. Email is XXXXXXXXX@hotmail.com

SEPHIROTH67

I opened this account as a last resort to contact you about this matter

SEPHIROTH67

https://casino.guru/celsius-casino-player-s-withdrawal-request-ignored

SEPHIROTH67

I'm not sure why you aren't replying...I mean its like a 0.01 BTC withdrawal! Your just causing yourselves more problems because its now a case publicly and there is a chance you can be blacklisted. All you need to do is fix the problem and it can all go away.

This was 5 hours ago....again...ignored.

What is actually wrong with this site!!! This is absolutely shocking service and now they mute me.

Thank you very much, CryptoG82, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi CryptoG82,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Celsius Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player hasn't received their withdrawal yet though it's been 2 weeks after the request already? Why haven't you replied to any of the emails the player has been sending to you?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

We have answered 3 times to your emails, your email provider is just blocking the word "casino" : https://prnt.sc/rzyDJyPSNc6H

We are not at fault here, and we banned you when you requested it.

Thanks

Hi Celsius,

My email provider(hotmail) does not block emails. I received emails from you previously around verifying email, promotions etc. Please post the responses here as I have had nothing from you and was completely ignored on the live chat I posted above. By the way, I still have no funds.

Lets get the timeline correct as well. I played and deposited twice on the 30th of November. I then emailed you that night asking if you could block my account due to gambling issues. On Saturday 1st of December I received an email from you stating that I had 40 free spins on Fat Santa as part of my experience progress. I loaded up and the account was not blocked. I played the spins, won with them and subsequently won on other games. I played most of the day on Sunday 2nd of December losing heavily and ended up taking a withdrawal of 0.01 BTC(Approx) and playing the rest of the balance out. I withdrew and got a notification that the withdrawal was successful. 2 hours later I went back in to check and the account was "Blocked as requested". Fine you took heed and blocked the account. The fact it took you almost 2 days to close the account is not my problem. I could have lost thousands in that time(and actually did lose a fair chunk of the balance I built up). The account was active and the withdrawal was legitimate..so I don't see how there would be any issue?

Hello,

I'm ready to provide a live refresh or with a screenshare in call with anyone at Casinoguru to show that we answered your emails, as you seems to say we are lying ?

Have a nice day

Well post the content here if that is the case. These emails will be treated as sensitive attachments. I received emails from you prior to the "block" so it's no issue at my side with hotmail blocking something because it says "casino" in it. I receive marketing from many casinos on a regular basis. I'm also not saying you are lying but you specifically said my email(hotmail the biggest email client in the world) have decided to block emails and it just doesn't happen unless I specifically block something which I haven't done.

Still nothing. 4 weeks since this issue took place and still no emails, funds or anything else. I'm not sure why my requests above haven't been dealt with. You are making this situation worse all the time. Share the info please so we can get this dealt with.

Dear Celcius Casino, you are more than welcome to share any evidence related to this case. Please, feel free to send all the information to my email natalia.b@casino.guru for further investigation. Alternatively, you can post here. So far we haven't received any explanation from you regarding the player's withdrawal request.

Best wishes,

Natalia

So I received an email this morning from Celsius to the original email. Unfortunately this is a message to say my monthly bonus is available...on an excluded account. This proves nothing is blocked if anything.

Hello Natalia, I just sent you by email the proof we answered the user multiple times

Thanks

Why are you not sending to me though??? I provided an alternative email so what's the problem?

Casino Guru is here to judge the case, not you, so I sent them the proof, not to you.

Have a nice day

Are you actually being serious? It's nearly 5 weeks since this became an issue, you haven't told me anything in that time and you STILL won't send me emails allegedly directed to me? I already showed I AM receiving emails from you through your system from noreply@celsiuscasino.com even though my account is blocked. How do you explain that? I'm not judging the case I am just furious that I have heard nothing for 5 weeks.

Dear Celcius Casino, thank you for the email. I can see that you sent 3 emails to the player confirming that his account was banned from 3rd December. However, we still have no details from you regarding the player's withdrawal request. Can you explain what happened to the player's withdrawal request that he placed before asking for a self-exclusion?

Another question: why does the player keep receiving promotional emails from you if he emphasized the fact of being a gambling addict? So you just confirmed banning his account due to gambling issues but you didn't delete his email from your promotional campaigns?

Hello,

The user withdraw was made under deposit bonus, we have to check for double account along with overbets before to validate any withdrawal coming from a deposit bonus.

As the user requested for a ban before we conduct this check, he never received his withdrawal.

About the mailing list, the user can simply unsubscribe from the newsletter by clicking on the button "unsubscribe" at the bottom of the email.

Thanks

Dear Celsius. The winnings came from 40 free spins that you gave me through a promotional email and not a deposit bonus. I played through the deposit bonuses the day before. The account was at zero. I then won on the 40 free spins and subsequently won on other games, before losing heavily and eventually managing to withdraw 0.01 BTC. Funnily enough, you applied the block following my withdrawal. How does the above in any way justify not paying this money and saying nothing for 5 weeks? This is absolutely crazy stuff.

Dear Celsius Casino, our position is that you have to pay out the balance to the player. The fact that they requested a self-exclusion due to gambling issues has nothing to do with withdrawals. If you need to conduct verification checks to proceed with the withdrawal of the funds, you can do it after the player is banned, and using the self-exclusion as a reason for not paying out is a very bad excuse that goes against fair gambling.

Moreover, if you're somehow committed to responsible gambling, you should stop sending promotional emails offering bonuses to the player, who stated about their gambling issues and self-excluded, from your side first.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This is a message for Celsius casino.

Ignoring this won't make it go away. If you don't respond here then sure the public can see that you don't pay out. That won't be the end of it though, I have other ADRs I can use and it will be the same story. I also have your licence holders who are aware of the situation and aware that we are trying to resolve through casino guru, but they will step in should the problem not be resolved here. I strongly advise you to respond because I'll also be speaking to your gaming providers and showing them this thread. This whole situation is a complete embarrassment for the sake of 0.1 BTC and has gone on over 50 days now. Last chance guys.

Hello,

Sorry I couldn't answer earlier as Casino Guru is basically offering illegal gambling promotions in my country, and the site has been blocked by the state, It might be a good idea that you also respect the law so I don't have to use a VPN to answer users tickets.

Please Sephiroth take a screenshot for me of the email you received saying it's freespins, thanks

Dear Celsius Casino, could you please specify what country you're located in so that we check how relevant your statements are considering you have already replied to this complaint several times? As far as I'm aware we are not blocked anywhere so further information would be much appreciated.

And to the point, I don't see any explanations regarding the processing of the player's withdrawal request again. Any updates about this?

Another note for Celsius. A bit surprised at the request for the email on the freespins, but I provided this yesterday.

I won around 40 Euros initially on the freespins and then hit the following on BoD. It was actually being advertised as one of the top wins on the game by you following that.

I then bought many bonuses on various games clearly highlighting that there was no wagering to be done or any other restriction. withdrawal also said "success".

I do appreciate the response, but again, we are no further forward and now approaching 2 months since the start of the issue. I just want what is owed and we can all move on. I don't want to have to go and chase Licencing bodies and provide information to them or get the game logs from gaming providers and drag the issue out further damaging reputations etc, I have no interest in that. Let's just sort this out please, it's dragged on forever.

Is this just going to be a week(or more) for every reply here? On what planet is this acceptable for a very straight forward withdrawal which should have been paid on the 3rd of December. This could have been sorted out in a day. I just fail to understand how this can be taking this long.

Have also reached out by email, to Gmail. No response again....

Hello,

So if I understood well, the user didn't lost anything here as it was basically free money we decided to give right ?

As he received this bonus I guess he forgot to read the rules of bonuses ?

"1.25 Please also note that a player can bet a maximum of €/$5.00, 1.00 mBTC or equivalent value in any cryptocurrency [..] on a given round or spin when using bonuses or winnings generated from bonuses"

And obviously did 14$ bets and more.

Overbet under bonus, I think it's clear here that you wont have these winnings as you abused the rules

As we are a nice casino I still gonna apply the rule 3.3 "3.3. The maximum withdrawal of winnings generated by playing with bonus and/or free spins credited at Celsiuscasino without any deposit requirement is 100 €/$ or equivalent in other currencies."

So send us a full KYC / source of income / proof of address to support@celsiuscasino.com and we will still allow a 100€ withdraw, we are not forced to but we still decide to do it.

Regarding your question about the legality of Casinoguru site, your site is basically illegal in half of the countries in europe, you should really read the laws in Spain, France, UK, Switzerland etc.. as any site promoting gambling offer is basically illegal.

And yes there was a justice decision about it in multiple countries already

Have a nice day

Morning

Wow just wow. 60 days to explain that...make of that what you will anyone who is reading this.

I'm not even sure if you know your own terms. The term you quoted first is on the section on your site related to deposit bonuses. You will note that there are NO wagering requirements on free spins being provided, only on, I quote "reload and deposit bonuses" where there are play restrictions such as max bets and no bonus buys allowed. These are standard conditions which I categorically did not breach.

The 2nd term you have quoted about maximum withdrawal was not evident at all anywhere. I do read bonus terms as I did for deposit bonuses in the first place and I did not see anything related to this.

Regardless, there isn't a chance I'll be sending you documents to play merry go round for another 60 days or more. Also you now won't verify me as Ireland all of a sudden is a "restricted country"...your the only Curaçao casino where this is the case and it certainly wasn't in November! On that basis the below needs to happen.

I'm now extremely tired of this issue. To resolve and prevent me taking this much further you can return the two deposits I made by BTC which I have detailed below.

This is the LEAST you can do given the shambolic handling of this case. You have my BTC address and I have attached proof of the transactions. Please send ASAP. I do not accept any other resolution.

CASINOGURU please note another sensitive attachment.

Dear CryptoG82, I fully understand your frustration, however, I'd recommend you send the requested documents for the KYC to receive the winnings. KYC is a standard procedure and many casinos require it before processing any withdrawals.

Do you have any screenshots of the terms when the bonus in question was taken? From what I see at the moment, the general bonus terms indeed say that "3.3. The maximum withdrawal of winnings generated by playing with bonus and/or free spins credited at Celsiuscasino without any deposit requirement is 100 €/$ or equivalent in other currencies." So you'll be eligible to withdraw only 100 EUR from the free spins you got.

As for the restricted countries, if you have received the promotional email from the casino and the casino gave you the free spins, then you're in your right to receive winnings from them (if no other rules were breached). Otherwise, the casino shouldn't send free spins to players who are not eligible to get such bonuses in the first place.

Dear Celsius Casino, you're welcome to send any proofs confirming the player breached the max-bet rule, I haven't received anything from you so far, so I'm not sure what is obvious if you don't share any evidence.

Send them to who? Into another blackhole? I don't receive any email responses from them ever, I also emailed them on Gmail as well and again zero response. I don't know if they will receive any documents or anything else. I don't know what documents they need or indeed why they need them if its for 100 Euros. I have sent proof of my Coinbase BTC wallet and transactions made providing name details etc and the amounts deposited on this casino site. Its the same as usual all the way through here, over 2 months and we really aren't any further forward. I need them to tell me, today, exactly what I need to send. I'm not sitting around waiting any longer. Their licence holder are also waiting for a response. Not sure they would be best pleased by a casino sending bonus promotions to someone in a restricted country for instance.

Dear CryptoG82, I believe the casino will need an ID document (usually, the selfie with the ID is also required), proof of address (you may use utility bills), and a source of income (payslips from your employer and corresponding bank statement) as stated in the casino's reply. If you're struggling with sending any emails to the casino support email, then I may assist you with this - feel free to send the documents to my email address (natalia.b@casino.guru) and I will resend them to the casino.

Of course, it would be much appreciated if Celsius Casino would reply here and specify the list of the necessary documents.

Why would I need to send this for what is CRYPTO. The point is in the name. There is no way I'll be sending payslips from my employer, not even a chance. I wouldn't even send these to ANY financial institution never mind a casino. I'll send ID, BTC account confirmation and address. That is it. There is absolutely no need for any other information when I don't trust this site as far as I can throw them.

Hello,

Sure you can send all these documents to support@celsiuscasino.com using a gmail address please so I'm sure to receive it, then we will process a 100EUR withdraw to the same address as the one you used for your last withdrawal (or any other address you may want to receive it on)

Thanks

Also now tried to contact live chat again and as usual getting ignored. Why is this being dragged out again? Surely this is a very simple process.

Hello,

Everything is good and you withdraw has been sent in BTC to the provided address, thanks

Received. Thankfully now resolved but took a very long time. Your site interface etc is excellent and great games selection but issues like this shouldn't be happening if you want more customers. Still aggrieved that after all this I have still lost overall on the site and withdrawal fees wiped out 16% of the withdrawal when your still advertising my wins...anyway

Thank you, both parties, for the updates.

I'm glad to hear that your issue has been finally resolved, CryptoG82. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru