Celsius Casino - Player claims that payment has been delayed.

Hello Casino Guru Team,

​I am submitting a complaint regarding Celsius Casino for non-payment of winnings amounting to €2,800.

​Summary of the issue:

​I deposited €20, accepted a deposit bonus, and fully completed all wagering requirements (active bonus is currently €0.00).

​My account is fully KYC verified.

​Since August 12, 2026, my withdrawal attempts (€2,000 + €800) have been repeatedly set to "Rejected" by the system without any clear explanation.

​Live Chat agents either close the chat immediately or continuously repeat template messages without providing assistance.

​I will attach all required screenshots (KYC verification, overall balance, rejected transaction list, bonus history) to this submission.

​Thank you for your support,

[redacted]

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Dear Pitypangboss,

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

I’m sorry to hear that your withdrawals keep getting rejected. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please post screenshots of all relevant correspondence between you and the casino regarding the repeated cancellation of your withdrawals?
• Please post any evidence that you have completed wagering of your deposit bonus.

Thank you in advance for your help.

Dear Jean,

​Thank you for taking my case. Here are the answers to your questions:

​Have you made any successful withdrawals before?

No, I have never made any successful withdrawals from this casino before.

​Screenshots of correspondence regarding rejected withdrawals:

Unfortunately, Live Chat agents either closed the chat immediately without explanation or repeatedly sent generic automated templates without providing any specific reasons for the rejection. I do not have recorded chat logs of these, but I attached the screenshot showing my rejected withdrawal requests on the platform.

​Evidence of completed wagering:

I have already uploaded the screenshot of my active bonus section showing "Active bonus: €0.00", which confirms that all wagering requirements were fully completed. I am attaching it again to this reply just in case.

​Thank you for your intervention, and please let me know if you need anything else!

​Best regards,

[redacted]

Dear Pitypangboss,

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 5+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no other choice since it seems to be a common practice for Celsius Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from Celsius Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Jean