The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The player expressed frustration over multiple rejected withdrawal requests and claimed that the casino had not provided any valid reasons for these rejections. After reviewing the situation, it was concluded that the complaint was rejected based on the player's explicit request, indicating that no further assistance would be provided.
Celsius Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: €40
Celsius Casino
Safety Index:Very lowCase summary
Discussion
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7 months ago
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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
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7 months 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.
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7 months ago
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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.
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7 months ago
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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.
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7 months ago
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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.
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7 months ago
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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.
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7 months 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.
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7 months ago
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- PROVEN no money has been deposited into my bank account - because of "Status: Success."
- No response/action/reaction from the catastrophic "support."
- No "chargeback" and therefore no possibility to choose the only alternative payment method (SEPA).
Note: No images/files can be uploaded/attached here.
Sorry, but I've never experienced such annoying shit anywhere else. The main thing is to cheat, rip people off, and rob them of their money – THAT works, of course, around the clock without any problems. You know, criminal parasites!
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7 months ago
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You seem to be somewhat "overwhelmed" by this and/or this already exceeds your "competence"...
Well then, we're really looking forward to Christmas '25... Keep it up!
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7 months ago
I understand your frustration and I truly want to help you resolve this issue. However, before we can contact the casino, we need to gather as much evidence as possible to support your case.
Could you please send me a screenshot of your transaction history and clearly indicate which payments have not been received?
Additionally, I must kindly remind you that the use of offensive or threatening language will not be tolerated. Any further attempts to verbally attack or intimidate Casino.Guru staff or the representatives of the casino may result in the permanent blocking of your profile on our platform. Our mission is to assist players, and we maintain a strict zero-tolerance policy in this regard.
Thank you for your cooperation and understanding.
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7 months ago
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PAYMENT IS PROVEN NOT TO HAVE BEEN RECEIVED!
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7 months ago
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The money wasn't refunded, the "SEPA" withdrawal option didn't work, and the VPN was definitely deactivated! --- ??? --- They're doing all this on purpose because they don't want to pay out – no response whatsoever from the casino!
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7 months ago
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NO CHARGEBACK & NO PAYMENT IN MY BANK ACCOUNT --> 40 €!
THE CASINO STATUS "SUCCESS" REGARDING PAYOUT IS PROVEN (!) NOT TRUE!
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7 months ago
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You are welcome to inform the casino fraudsters that you will file a criminal complaint (for suspected fraud, theft, among other things) and that the money will be claimed through the courts. The blatantly fraudulent casino will familiarize itself with German law (!) using all legal means at its disposal.
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7 months ago
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Sorry, but that's enough - and it's enough.
A truly COMPETENT legal officer will now be appointed.
Apparently, people are being made fun of in a similar way here - therefore an official report to the GERMAN consumer protection agency follows.
That's what happens when random braggarts (want to) offer stupid wannabe "services" on the Internet with zero clue...
Basically the same shit as in most casinos here—just in a slightly different form. Catastrophic.
Conclusion: 5 thumbs down 👎👎👎👎👎
DELUXE!
--> Delete all my data with immediate effect, otherwise a report will be filed (also retroactively) for data misuse.
Thank you for the clear confirmation that what is happening here is nothing but collective incompetence and the most stupid quackery on the highest level.
END.
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7 months ago
Hello,
You abused a NO deposit bonus with multiple accounts, therefore your withdrawal wont be validated.
Thanks
Have a nice day
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7 months ago
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Please what???
This is NOT true.
I used a no-deposit bonus and specifically asked beforehand how many times this bonus had to be wagered. I was clearly told in the chat that this bonus has NO wagering requirements and that the money (starting at €10) can be withdrawn immediately. Furthermore, I've obviously never had another account there. If that were the case, the casino would have blocked my account immediately – but this isn't the case. Why would that be? Think about it, if your narrow-minded "abilities" even seem capable of doing that. So much for that. Unbelievable.
It's interesting how your unfair "judgments" are only made one-sidedly in favor of the real fraudster. You're a joke club and act just as fraudulently and criminally as your illegal casino "colleagues." To be honest, nothing less was expected here – which shows that neither education nor expertise is present here. These are underachievers from secondary school who are simply falsely posing as "Samaritans with know-how." Normally, they should be removed from the (German) market entirely. Unbelievable, really. One fraudulent hand washes the other, right?
We will report about YOU publicly and issue notices to the relevant authorities.
DELETE ALL MY DATA IMMEDIATELY, THE WORLD DEFINITELY DOESN'T WANT OR NEED SUCH STUPID, EVIL FRAUD PARASITES.
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7 months ago
Dear Celsius Casino representative,
Thank you for getting in touch with us and providing us with more information regarding the player's issue.
Dear player,
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
Have you made any deposits into this casino at all?
