Hello,

I am submitting a formal complaint against Celsius Casino, which claims to operate under Cura?ao 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,

B. H. B. alias 'bramskiller' for Celicus Casino

Dear bramskiller,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear bramskiller,

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.

Unfortunately, you have a reading problem. That's a shame. I didn't say the withdrawal was long, I said it would take several weeks. But you don't care, since you didn't even research the casino and its withdrawal methods. Anyway, I couldn't withdraw the funds, so I gambled everything again and lost everything.

Dear bramskiller, please note that we would have been able to assist you further only if the funds were still available in your casino account and a withdrawal was actively being blocked or unfairly limited. Unfortunately, since the entire balance was played and is no longer available, the complaint can no longer be addressed.

While we understand your frustration, it’s important to highlight that once the funds remain in your account and haven’t been withdrawn, it is entirely the player's decision how to proceed with them — whether to wait for resolution or continue playing.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.