Celsius Casino - El retiro del jugador se retrasa debido a una mala comunicación.

I am trying to get my funds out of this casino, I have sent in my documents over 10 times, and the status never seems to change. I have contacted chat and they don't write me anything clear.

They have bad communication and seem to not want to deal with anyone

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Dear Punkrock2, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila G.

Hello,

I have submitted my ID CARD attached over 5 times and it keeps saying unverified. I submitted the last one 3 days ago on Jan 19th, 2026

Dear Punkrock2,

Thank you very much for your reply. Please allow me to ask you a few questions, so I can better understand your issue.

• Do I understand correctly that the verification of your ID is the last step required in the verification process?
• Has the casino indicated that there might be a specific problem with the submitted document?
• Have you received any communication indicating the status of your latest document submission?

Thank you in advance for your patience and cooperation.

Hello,

Yes I have chatted many times and been waiting for them to reply. No one has replied may times.

I have asked chat and resubmitted my documents many times.

I don't know what the issue is? I need to get my funds

Dear Punkrock2,

Thank you for your reply. Could you please forward any relevant evidence along with your communication with the casino? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your patience and cooperation.

Hello, I don't have anything. They never replied my email. I have forward you

Hello, no one has replied, no one has paid me and nothing has happened

Dear Punkrock2,

Thank you for your email. I would greatly appreciate it if you could also forward the documents that were submitted for verification. Additionally, could you kindly attach a screenshot from the verification tab and the current account balance of your casino account?

Thank you for your patience and cooperation.

Hello, I already did forward you the documents

I apologize, but I have not yet received the requested documents, including the screenshot from the verification tab as well as the current account balance of your casino account. So far, I have only received the messages you sent to the casino inquiring about the verification status. I kindly ask for your understanding, as all evidence is vital for a thorough assessment of this matter.

Thank you for your cooperation.

Dear Punkrock2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Punkrock2. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous request?

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Attila

Casino.Guru