Celsius Casino - Povraćaj depozita igrača je odložen.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are experiencing. Please allow me to ask you a few questions to clarify the situation.

• Have you made any successful deposits into this casino before?
• Could you please provide more details about the deposit issue? You mentioned that the casino's payment system displayed a wallet address that resulted in the funds being sent to an incorrect address. Could you please clarify whether the address was generated by the casino's system, or if the deposit was sent to a different address due to an error on your side?
• When was the last time the casino communicated with you regarding the refund, and did they provide any specific timeframe for processing it?

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

Best regards

Veronika

Hello, thank you very much for the opportunity to speak.

-Yes. I have been playing at Celsius Casino for approximately one year and have made hundreds of successful deposits without any issues before this incident.

-The wallet address was generated and displayed by the casino's payment system. It was not a random address or one that I entered manually.

The address shown was the casino's BNB deposit address. I sent USDT (BEP20) to that address because that was the address displayed by the payment system during the deposit process.

After this incident, I noticed that BNB deposits were disabled on the casino, showing a "Preventive work underway" message. While I cannot confirm the exact cause, it appears there may have been a technical issue with their payment system at that time.

The casino investigated the case and later informed me that they would process a refund, requesting my USDT BEP20 wallet address. I provided it immediately.

-The last meaningful communication was approximately 10 days ago, when the casino confirmed that they would process a refund and asked me to provide my USDT BEP20 wallet address.

I provided my wallet address immediately. Since then, I have only received a message stating that they would update me once they heard back from the relevant team. They did not provide any specific timeframe for processing the refund, and I have not received any further updates.

Dear efimerusefimerus,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear efimerusefimerus,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Celsius Casino to join this conversation and assist in addressing the complaint.

Dear Celsius Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear efimerusefimerus,

I have repeatedly tried to contact the Celsius Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Stefan