Celsius Casino - 플레이어의 출금이 부당하게 보류되었습니다.

Formal Complaint Against Celsius Casino – Unjustified Withholding of $1,071 USDT

I would like to formally submit a complaint against Celsius Casino regarding the unjustified withholding of my withdrawal totaling *$1,071 USDT*. I believe this action is both unfair and without legitimate basis, and I am requesting assistance in resolving this matter.

About a month ago, I began playing on Celsius Casino. Over the course of my activity on the platform, I deposited more than *$5,000 USDT* in total. These deposits were processed and accepted without delay or issue, and unfortunately, I lost all of those funds during gameplay. At no point during that time did the casino raise any concerns about my account, my wallet, or the source of my funds.

More recently, I made another deposit of *$400 USDT* using *CWallet*, which is a custodial wallet service. This deposit was delayed in being credited to my account. As compensation for this delay, the VIP host credited me a *$40 bonus*. I used that bonus to play, and over time, I successfully built my balance up to *$1,071 USDT*. I then requested a withdrawal for the full amount.

Shortly after submitting the withdrawal request, I was told that the BEP20 network was undergoing maintenance, and that my withdrawal would be delayed. A few hours later, the explanation changed - I was informed that my withdrawal was under verification. The following day, I was contacted directly by someone identifying himself as the owner of the platform. He informed me that my withdrawal had been blocked by their payment provider due to *AML (Anti-Money Laundering)* concerns and alleged that my deposit was linked to phishing activity.

To support this claim, he showed me what I believe to be *phishing screenshots*, none of which involved my personal activity or direct wallet. It is important to note that I use *CWallet*, and therefore, I do not control the originating wallet addresses used in the transaction. Any concerns about phishing or suspicious wallet activity should be addressed by the custodial provider, not directed toward me as the end user.

Furthermore, the *$400 deposit in question was credited after I submitted the withdrawal request*, and was later lost entirely during gameplay. I did not use those funds to generate the winnings. The $1,071 was won exclusively from the *$40 bonus* that the casino itself issued to me. I did not violate any terms of service, nor did I engage in any suspicious activity. If the casino had concerns about the origin of the funds, they had every opportunity to investigate them before allowing play - not after a successful win.

Throughout this process, the responses from both the support team and the owner have been unprofessional and inconsistent. Instead of addressing the matter transparently, they have provided shifting explanations, false accusations, and vague references to AML rules without any formal documentation or process.

I am requesting that Celsius Casino immediately release my *$1,071 USDT* withdrawal, or provide a legitimate, verifiable reason for withholding it - supported by transparent documentation and proof. If this cannot be resolved directly, I would greatly appreciate the assistance of Casino.Guru in mediating this issue.

I have retained all relevant evidence including:

* Full chat logs

* Screenshots of the phishing claim

* Deposit and withdrawal history

* Wallet transaction records

These can be made available upon request.

Thank you for taking the time to review my complaint. I hope this issue can be resolved fairly and promptly.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Celsius Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your communication with the casino regarding your deposit being linked to phishing activity?
• Could you please explain when your deposit was credited to your player's account?
• Could you please share a link to the transaction on a reputable explorer so we may review it?
• Share the information here or submit it to my email a [email protected]

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hey I have shared you everything in the email. Furthermore I would like to say that my transaction on the bsc explorer are not flagged, you may check it closely. This is just a bullshit reason by Celsius to not pay my withdrawal.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Opbot,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Celsius Casino to join this conversation.

Hello,

AML scan of this user's transactions reveals its money coming from phishing and various scams. We were asked by our payment provider to freeze this user account and funds until the end of the investigation.

Thanks

Show transaction proofs please, don't just yap here. Don't show screenshot of some random transaction or address, Do send transaction link. Haha I'm 100% sure you can't 🙂

It's gonna be 3 weeks + now and you're still investigating the matter? Your owner Dam is a freaking egoistic scammer, Celsius was a scam and it is still a scam. "Freeze this users account and funds until the end of the investigation" 😂😂 you guys banned me and keep this in my the withdrawal of $1071 winnings were made from your own $40 bonus. The deposited wasn't even credited even after the withdrawal request hahahahah. Scammers

Dear Celsius Casino team,

Could you please provide evidence supporting your claims to my email address ([email protected])?

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.

I just received an email from the casino. I will review it and get back to you.

Please share the proofs here as well. So that public can see what kind of proofs they have

Dear Opbot,

I received evidence about a wallet with the flagged phishing transactions. Is there a direct connection between your wallet and the wallet with the phishing transactions?

No there's no connection between my wallet and the wallet with the phising transactions... It is important to note that I use *CWallet*, and therefore, I do not control the originating wallet addresses used in the transaction. Any concerns about phishing or suspicious wallet activity should be addressed by the custodial provider, not directed toward me as the end user.

Also Please share the evidence Celsius has sent you. I want to know what they have sent you, I'll confirm if they're legitimate or not.

Dear Opbot,

The CWallet service offers both custodial and non-custodial versions of a wallet. Which one do you use? Could you please send me the wallet address you used in the casino?

Proof of custodial wallet

Cwallet transaction link (proof of the wallet being custodial) -

https://s.cwallet.com/16d16jk

All transfers of Celsius are flagged on Blockchain, Any proof Celsius may provide is just fake or random transfer between different wallets. Please do share the proofs with me as well so I do have a say in it

Hi Opbot,

I've sent you an email. Please take a look and get back to me.

Yeah Peter, every proof is random and not linked with my cwallet crypto address. Celsius is just poor to pay the withdrawal, it has been proved that Celsius proofs are invalid lol.

One more thing, the proofs they have provided are of some other crypto wallet (not my wallet) and the date of transaction is 21 july, where as I made the deposit on 30th June. The complaint has been made on 2 july itself 😂

Thank you Opbot for your reply.

Dear Celsius Casino team,

Could you please explain the above?

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 Opbot,

Unfortunately, the casino stopped responding. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Best regards,

Peter