Celsius Casino - La retirada del jugador se ha retrasado.

Hello, on May 8th I won ~250 euros and requested a withdrawal.

Until now, the money has not come, in support they always answer my questions: "Hello your bet check will be done asap"

But at least they don't tell me approximate dates.

Verification failed because it was not requested, but I still uploaded documents in my account, but no one has verified them yet.

I want to know how long the check will last, how long will it take to withdraw money and are they going to do it at all?

Здравствуйте, 8 мая я выиграла ~250 евро и запросила вывод средств.

До сих пор деньги не пришли, в поддержке на мои вопросы всегда отвечают: "Hello your bet check will be done asap"

Но хотя бы примерные сроки мне не говорят.

Верификация не пройдена, потому что ее не запрашивали, но в аккаунте я все-таки загрузила документы, но их никто не проверял еще.

Я хочу знать сколько еще времени будет длиться проверка, сколько еще по времени будут выводить деньги и собираются ли они вообще это делать?

Dear pozndarya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

However, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Petronela

10 days have already passed, but I still have not been asked for documents for verification.

it’s just that the rules don’t say anywhere how long it can take, and support doesn’t tell me the timing either.

so you can check both 20 days and 200 days ...

так прошло уже 10 дней, но у меня до сих пор не запросили документы для верификации.

просто в правилах нигде не написано сколько это может занимать времени и support мне тоже не говорит сроки.

так можно проверять и 20 дней и 200 дней...

I fully understand your frustration, pozndarya. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I never received an intelligible answer from the casino, as well as a payout.

Я так и не получила вразумительного ответа от казино, как впрочем и выплату.

Money received, thanks

Деньги получены, спасибо

Hi, the user was under deposit bonus and there was THOUSANDS bets to review to be sure there was no overbet, it takes time...as mentionned by the staff multiple times.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pozndarya, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru