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I had a bonus of €222 which I had to wager 40 times. Bonus requirement was only 40 times the wager. With that, I hit the jackpot (major win) of just over €20,000 on the Wild Fruit Super Wheel slot machine. I completed the wager and continued playing. Landed a hit of €37575 on Crazy Time. Finally I played some other live games and slots and won a total of €80000.

A few days later all the money was wiped from the account. Reason I could only keep 5x of the bonus money.

The one with the 5x amount of bonus money was nowhere.

I have written to support several times using the email addresses kyc@icebet.casino and support@icebet.casino. But only got standard emails back and they refuse to pay out my money. Screenshots are in the attachment.

Ich hatte einen Bonus von 222€ welchen ich 40-fach wagern musste. Bonus Bedingung war nur der 40-fache wager. Damit habe ich bei der Slot Maschine Wild Fruit Super Wheel den Jackpot geknackt (Major Win) etwas über 20000€. Ich habe den Wager abgeschlossen gehabt und weitergespielt. Bei Crazy Time einen Hit von 37575€ gelandet. Zum Schluss habe ich noch einige andere Live Spiele und Slots gespielt und insgesamt 80000€ gewonnen.

Ein paar Tage später wurde das gesamte Geld von dem Account gelöscht. Grund dafür ich dürfte nur 5x von dem bonusgeld behalten.

Das mit den 5x Betrag vom Bonus Geld stand nirgends.

Ich habe mehrmals mit dem Support geschrieben und mit den E-Mail adressen kyc@icebet.casino und support@icebet.casino. Bekam aber nur standart emails zurück und die weigern sich mein Geld auszuzahlen. Screenshots befinden sich im Anhang.

Dear danidoe65,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

„Bonus Terms

...

1.1. Maximum possible withdrawal amount from received no deposit bonuses in the bonus shop: x5 of the bonus amount or balance from free spins (depending on the status of the account)."

Do I understand correctly that your winnings have been accumulated solely from a free bonus? If that's the case, I'm afraid you won't be entitled to withdraw more than €222 x5.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

No, I had previously deposited money. Since my account is blocked, I can't see how much that was. Had also won about €1200 with the real money and paid it out and then played the bonus. Nevertheless, only the 5x €222 was paid out. The real money that I had paid out before the bonus was apparently valued by the casino as the 5x €222. So therefore about 1200 € real money I'm missing.

Nein ich hatte vorher Geld eingezahlt. Da mein Account gesperrt ist kann ich leider nicht sehen wie viel das war. Hatte auch mit dem Echtgeld noch etwa 1200€ gewonnen und zur auszahlung gebracht und dann den bonus gespielt. Trotzdem wurden nur die 5x 222€ ausgezahlt. Das echtgeld das ich vor dem bonus zur auszahlung gebracht hatte wertete das Casino anscheinend als die 5x 222€. Also somit ca 1200€ echtgeld die mir fehlen.

The status of the account was still VIP Silver (2nd best).

Der Status des Kontos war trotzdem VIP Silver (2. beste).

Do I understand correctly that €1,200 were accumulated from a real money deposit? After you requested €1,200 to be paid off, you activated a free bonus of €222, is that right?

Dear danidoe65,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes €1200 was accumulated from a real money deposit.

After the payout, it was being processed while I earned my bonus. This €1200 real money deposit was then paid out as the promised 5x €222.

Ja 1200€ wurden von einer echtgeldeinzahlung angesammelt.

Nach der Auszahlung stand diese in der Bearbeitung während ich meinen Bonus erspielt habe. Diese 1200€ echtgeldeinzahlung wurde dann als die versprochenen 5x 222€ ausgezahlt.

OK, so now we know that a big win was hit after activating a free bonus. Could you please advise if it was while completing the free bonus wagering or if the wagering requirements were finished already when you hit the jackpot?

The bonus conditions (wager) were not yet fulfilled when I hit the jackpot.

Die Bonus Bedingungen (wager) waren noch nicht erfüllt als ich den Jackpot geknackt habe.

I keep trying to contact the casino but to no avail. (Live chat and email support) haven't gotten a single reply yet.

Ich versuche immer wieder Kontakt zum Casino aufzunehmen jedoch erfolglos. (Live Chat und Email Support) habe noch keine einzige Antwort bekommen.

Please understand that if you were still completing the bonus wagering when you accumulated all your winnings, you would be entitled to the maximum cashout only. The rest of the winnings would be cancelled when requesting a withdrawal. Therefore, if you received a free bonus of €222, your maximum withdrawal would be €222 x5 only. Have you received this payout, please?

I have previously played with real money with no bonus and this payout was paid out as the bonus

Ich habe vorher mit echtgeld ohne bonus gespielt und diese auszahlung wurde als der bonus ausgezahlt

I'm sorry, but I do not understand. Could you please forward your game history or at least, the cashier and bonus histories to petronela.k@casino.guru? I'd like to identify if your winnings were accumulated from a free Chip, or from a real money deposit.

Dear danidoe65,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.