Celsius Casino - Player's account verification is delayed.

I registered at Celsius Casino in September 2026 under the username maxbch. My current balance is €598.44.

When I tried to complete the basic verification, the Sumsub screen showed "We couldn’t verify your profile" and I’m no longer able to submit anything. No reason was given.

I then sent my KYC documents by email to support@celsiuscasino.com. Support replied that they would check them, but nothing has happened since.

On 15 October I opened two live chat tickets (#28 and #29) asking for the rejection reason, a timeline, or a reset of my Sumsub profile. The only answer was "wait until your documents are checked, there’s no reason to message us". Both tickets were later closed without any further reply.

Sumsub confirmed to me in writing that Celsius Casino, as data controller, is the only party that can explain the rejection or reset my verification.

On 15 October I also sent Celsius a formal GDPR data access request. No reply so far.

I’m asking Celsius to either review the documents I sent and complete my verification, or reset my Sumsub profile so I can redo it, and to give me a clear reason if they refuse.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear maxbch,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi Kristina,

Thank you for taking my case.

Documents submitted:

Through Sumsub on the Celsius website: my ID card and the face verification, which were the two steps Celsius asked for. Sumsub then rejected my profile without giving a reason, and the platform no longer lets me submit anything.

By email to support@celsiuscasino.com on 3 October: my ID card again. This is my most recent submission.

As far as I know, yes. Celsius only asked for an ID card and face verification. My ID card is valid, in my own name, and the details match my Celsius profile. Celsius never told me that anything was missing or in the wrong format, and never asked for any other document. When I asked them on live chat on 15 October, they only told me to wait.

I’m happy to provide any additional document Celsius needs, either through Sumsub if they reset my profile, or by email.

Best regards,

Maxime

Hello,

Unfortunately, we have come to a point where we are not able 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 one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand 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 ignore us completely in 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 resolving any kind of issue 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.