Celsius Casino - プレイヤーの撤退は遅れています。

Hi, i played a bonus wager on the 2 of this month and won 1300 Euros around and withdraw. Passed the check and gave my identification. Now it's been 27 days with the same excuse of an admin will check the bets but no support can help and they delete my message on the chat.

Dear Florian,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if your account was successfully verified already? Is the delayed withdrawal an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

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

Best regards,

Petronela

Dear Florian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

We received supporting evidence from the casino that the withdrawal has been successfully processed.

Dear Florian,

Could you please confirm it? Looking forward to hearing from you.

Dear Florian,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.