Complaint #11 Celsius Casino

Unfair account blocking and refusal to pay winnings

By Jérémy P.

7 months ago

Hello,

I was scammed by the website https://celsiuscasino.com/.

.A person named @nevozfx contacts you and convinces you to deposit as much money as possible in order to get a bonus. Then, two months after I registered, I won several combined sports bets for a total of €10,500.

Not imagining I was being scammed, I helped a family member in need by emptying my account, since I was expecting to receive that payout. I have absolutely NEVER done anything wrong.

When I tried to withdraw, this contact — who works for them — blocked me everywhere, and I no longer had access to my account.

I only received one response, falsely claiming that I had used “data,” which I formally contest — it was just an excuse to close my account and avoid paying me. I have had no answer from the support for 1 month.

I’m devastated because I deposited essential money, as I was promised that after receiving the bonus, I would be able to withdraw instantly and without any conditions (which turned out to be false). I am self-employed and currently facing financial difficulties. Emotionally, this is extremely hard to handle.

Thank you so much for your help and understanding.

PS: My pseudo is TessaJ

Disputed Casino Celsius Casino

Reason Declined payment

Amount €10500

Discussion

AskGamblers

• Support Team

7 months ago

Dear Celsius Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Celsius Casino Complaint Stats

Resolved 0 / 6

Avg. Amount $11,219

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Celsius Casino Complaints

See all complaints for this casino

Withdrawals of 2000 euros not payed

I am filing this complaint regarding a €2000 withdrawals overall that have not been received.

I requested the withdrawal on 5th and 6th of April 2026 and the status on the casino’s website shows as “success.” However, I have not received the funds in my bank account, even after waiting nearly one month.

I have attempted to contact the casino multiple times via email and live chat. Unfortunately:

I have received no response to my emails

I appear to have been blocked or ignored in live chat

This is extremely concerning, especially since the withdrawal is marked as completed on their side.
I also have screenshots of the withdrawals and that im blocked in chats live support and also banned from their discord server after opening a ticket and ignored in the support channel

Unresolved

€2,000

Block account celsius

Hello,

I am submitting this complaint regarding my account at CelsiusCasino.

I recently won €959 while playing with my own deposited funds only (no bonuses or promotions were used). Shortly after my win, my account was blocked without warning. I can no longer log in and my winnings are unavailable.

I have contacted customer support multiple times, but they have not provided any specific reason for this action or referred to any term in their T&Cs that would justify the block.

I kindly ask for AskGamblers’ assistance in:

1. Getting a clear explanation from the casino;

2. Reinstating access to my account;

3. Releasing my legitimate winnings (€959).

I can provide proof such as screenshots of deposits, winnings, and support conversations if needed.

Thank you for your time and support.

< personal information removed >

Date of win: 07/10/2025

Unresolved

€959

Account Blocked

Hello,

My account at Celsius Casino has been blocked and my funds confiscated, with the reason “Opposite Betting.”

I would like to clarify the following:

1. I only used my personal account and played normally with my own deposited funds.

2. I have never used multiple accounts or engaged in any bonus abuse.

3. I request the casino to provide clear and verifiable evidence of so-called “Opposite Betting.”

Unresolved

$1,091

Complaint Celsius Casino using fake license 365JAZ and refusing to pay player

Hello,

I am submitting a formal complaint against Celsius Casino, which claims to operate under Curaçao license 365/JAZ, allegedly issued by Gaming Services Provider N.V.

I have contacted Antillephone N.V., and they confirmed that licenses such as 365/JAZ, 8048/JAZ, and similar were terminated in 2024. Despite this, Celsius Casino continues to publicly display this license, which I believe is misleading and potentially fraudulent.

In addition to this, the casino currently owes me a total of 49.957424 BNB (~€27,886.23) in player winnings. They refuse to allow full withdrawal, claiming clause 9.6 in their Terms applies.

However, clause 9.6 clearly states that the monthly withdrawal cap applies only if the player’s balance is 10x greater than the total amount of deposits. I deposited a total of 12.118898 BNB on June 14, 2025, and my balance never exceeded the 10x threshold (121.18 BNB).

Despite this, Celsius Casino is limiting me to €1,250 per week, saying it will take 26 weeks to receive the full amount. This is clearly an abusive interpretation of their own rules and an unacceptable delay.

I am attaching:

A screenshot of their license claim on the website

The response I received from Antillephone N.V.

My deposit history and current balance

I kindly ask that you investigate this matter as Celsius Casino appears to be operating without a valid license and refusing to release player funds fairly.

Thank you in advance for your attention.

Best regards,

< full name removed >

Unresolved

€27,886

My account remains active after multiple account closure request

I am a gambling addict and i contacted CelsiusCasino many times through emails, discord and telegram regarding closure of my account.

My account was created on 28. september in within two days i lost everything i owned in total of 5992$. On 30. september i found out that the casino were operating under a ceased license, which i confronted the casino about, asking them to close my account immidiatly and refund deposits, as i though they were not allowed to operate under a ceased 365JAZ license as a gambling addict, since i at that moment had lost everything and no money for food and rent.

On 5. october i sent an email asking for account closure again and i also contacted livechat asking for refunds and a status on my email as you can see in the attachments. But shortly after this, the casino muted my livechat so i had no option to contact them through livechat anymore.

On 7. october i contacted the casino from my other email which is from another mailprovider, to make sure they receive it. And then i sent several emails after that and i also contacted them on Telegram and Discord, showing my willingness to get my account closed. Asking for account closure and refunds times after times, should give a clear sign that it is in my intention to get my account closed.

In the period from 5-31. october i lost another 6164$ which came from a loan to try to recover the inital losses, which all were lost.

So i had no money and tried several things in november to get my account closed, so i wrote another email on 15. November telling i lost more than i could afford and asked for account closure again.

I also found out that the company behind CelsiusCasino is Independent-fs.com, so i also write an email to Glenn and Jair on 21. November informing that their casino had failed to close my account, so i believe i have done everything i could to get in touch with the casino and its representatives.

Since casino did nothing about this, on 28. november (14 days after i informed i lost more than i could afford), i received my paycheck and was also able to pay back on some credits which made it possible to get an even higher credit, and everything was deposited into CelsiusCasino and lost in total of 6346$. So total losses at CelsiusCasino is 18.502$.

To give you an overview on the losses in the period:

28-30. September: 5992$ USDT in losses.
5-31. october: 6164$ USDT in losses.
28-30. November: 6346$ USDT in losses.

Unresolved

$18,502