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Complaint against Celsius Casino

I would like to file a complaint regarding the cancellation of my withdrawals and the removal of my balance.

Two withdrawals (€2,000 and €2,500) were approved by the casino and later canceled without prior notice.

In addition, my account balance of approximately €30,000, which corresponded to my monthly bonus / lossback, was removed the following day without a clear explanation or detailed calculation.

The casino later stated that this was due to an internal issue related to a house edge / lossback error on one of their proprietary games. However:

the game was officially offered by the casino,

the house edge was not visible to the player,

no warning or restriction was applied while playing,

the bonuses were credited automatically and removed retroactively.

I did not knowingly exploit any bug and played normally on the casino’s own proprietary games.

I contacted support and my VIP host multiple times but received only generic responses stating that the issue was "resolved," without transparent calculation or clear rule violation provided.

I am requesting the payment of the two previously approved withdrawals totaling €4,500, as a fair and reasonable resolution.

I can provide all relevant evidence (withdrawal history, balance history, bonus logs, and written communication).

Important notice:

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Dear Tweazissa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

Thank you for your response. I would like to clarify that my complaint is not about a delayed withdrawal.

The issue is as follows:

Two withdrawals (€2,000 and €2,500) were approved by the casino and then canceled after being approved, without notice.

In addition, my account balance of approximately €30,000, which corresponded to my monthly bonus / lossback, was completely removed the following day.

The casino claimed this was due to a "house edge / lossback" issue, but I did not exploit any bug, and the bonuses were automatically credited and later removed retroactively.

I have all evidence (withdrawal history, bonus logs, balance history, and support exchanges).

This situation is not about waiting for standard processing times—it concerns already approved withdrawals and removed bonuses, which is why I am seeking your assistance to have this case properly reviewed.

Thank you very much for your attention

Furthermore, Damien, the manager at Celsius, wrote to me:

"Hello, you can file a complaint without any problem. To contact the license directly, go here: https://anjouangaming.com/

. In the meantime, while this matter is to be resolved at the tribunal, we have closed your account."

After this, my VIP host blocked me on Telegram, cutting off direct communication.

Dear Tweazissa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I did not receive the withdrawals and he closed my account yesterday

Dear Tweazissa,

To clarify the situation, could you please confirm the following:

1. On which exact date were the two withdrawals (€2,000 and €2,500) marked as approved before being cancelled?
2. Did the casino provide you with any specific rule reference or calculation explaining the removal of the €30,000 lossback/bonus?
3. Has the casino officially confirmed in writing that your account is now permanently closed?

Please send me any screenshots/message regarding this matter.

Thank you for your cooperation.

Karla

Dear Karla,

Thank you for your reply and for reviewing my case.

Please find the requested clarifications below:

Withdrawal approval details

The two withdrawals were marked as approved on January 1st, 2026, at the following times:

€2,500 withdrawal: 2026-01-01 at 00:09:35

€2,000 withdrawal: 2026-01-01 at 02:53:53

Both withdrawals were cancelled the following day without prior notice, and the corresponding funds were removed from my balance.

Removal of the €30,000 bonus / lossback

The casino did not provide any specific rule reference or detailed calculation explaining the removal of the approximately €30,000 monthly lossback bonus.

The only explanation given was an alleged internal house edge / lossback error on one of their proprietary games.

No numerical breakdown, formula, or player-side rule violation was communicated.

Account closure confirmation

Yes, the casino confirmed in writing that my account has been closed.

Damien, a manager at Celsius Casino, explicitly informed me that my account was closed while the matter would be resolved "in court."

Following this message, my VIP host blocked me on Telegram, preventing any further direct communication.

Evidence

I am providing all relevant screenshots and written communications, including:

withdrawal history showing approval timestamps and later cancellation,

balance and bonus history,

written messages from casino management.

Please let me know if you require any further information.

Kind regards,

Tweazissa

Dear Tweazissa,

To help clarify the situation, I would like to confirm the following:

On which exact date were my two withdrawals (€2,000 and €2,500) marked as approved before being cancelled?

Did the casino provide any specific rule reference or detailed calculation explaining the removal of my approximately €30,000 lossback/bonus?

Has the casino officially confirmed in writing that my account has been permanently closed?

Can you please provide screenshots and written communication here in thread or to my email karla.m@casino.guru ?

Thank you for your assistance.

Dear Tweazissa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, romana.r@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Celsius Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Celsius Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi