Celsius Casino - Player's withdrawals are being rejected.

Dear Casino Guru Team,

I am reaching out to file a complaint regarding ongoing issues with Celsius Casino related to my withdrawals. My account currently holds winnings of 0.574330 ETH (€1,858.83), but my repeated withdrawal requests have been rejected without explanation.

I am aware that Celsius Casino imposes a withdrawal limit of €5,000 per month, split into €1,250 per week. While this policy is not explicitly stated on their website, it was communicated to me via their live chat before my chat access was muted. Over the last two weeks, I successfully withdrew funds on Wednesdays, but my recent withdrawal attempts have been denied without reason.

Furthermore, Celsius Casino has not responded to any of my emails, and the muted chat prevents me from seeking clarification about the rejections. This lack of communication has left me unable to understand the reasoning behind their refusal to process my withdrawals, despite complying with their stated limits.

I kindly request your assistance in mediating this issue.

Please let me know if you require any additional details or evidence to support my case. I am happy to provide screenshots of my balance, withdrawal history, and previous communication attempts.

Thank you for your time and support in resolving this matter.

Dear Account,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports only?

Did you accumulate your winnings with or without an active bonus?

When was the last time you successfully withdrew money from your account and how much was it?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Interestingly, shortly after submitting it, they processed my withdrawals. Case closed.

Thank you for the quick reply !

Dear Account,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru