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I would like to file a complaint against IceCasino regarding a removed game and lost access to my betting history.

In November 2025, I played the slot game "Wild Swarm" at IceCasino and deposited approximately €1,300 across multiple sessions. At the time of play, the game was fully available and playable in my account.

Afterward, the game was completely removed from the casino due to regional restrictions. As a result:

I lost all access to the game

I can no longer see my betting history, spins, or outcomes

I am unable to verify unfinished rounds or confirm whether all game results were properly settled

I contacted IceCasino support multiple times. Their response was that the game is no longer available in my region and that no compensation or refund will be provided, despite the fact that the game was available when I played.

I believe this situation is unfair because:

The game was legally available at the time of play

The casino removed access afterward

I am now unable to review or verify my gameplay and transactions

The casino refuses any form of compensation or resolution

I am not claiming guaranteed winnings. I am requesting a fair resolution, such as partial refund, access to my full betting history, or another reasonable compensation.

I kindly ask Casino.Guru to review this case and assist in reaching a fair outcome.

Thank you for your help.

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Dear Brote,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with IceCasino regarding the removed game and loss of access to your betting history.

In order to assist you effectively, I would like to clarify a few details about your situation:

• Can you provide the exact dates when you played the game "Wild Swarm"?
• Did you receive any official notification from IceCasino regarding the removal of the game prior to it being taken down?
• Could you share any transaction IDs or reference numbers related to your deposits?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

Dear Brote

Thank you for the complaint!

Please kindly navigate to your profile, then Gaming History. All logs are available, all rounds may be checked.

Thank you!

Regards

Thank you for the update.

I would like to clarify that IceCasino’s statement is not accurate in my case.

I have checked my account profile and game history multiple times. The specific game "Wild Swarm" is no longer available, and there is no accessible detailed betting or round history for this game in my account. I am therefore unable to review individual game rounds, outcomes, or session details related to "Wild Swarm".

This lack of access is precisely one of the main issues in my complaint. Since the game was removed without prior notice, I lost the ability to verify my bets and outcomes afterward.

If IceCasino claims that full logs are available, I kindly ask them to provide these records directly (e.g. screenshots, exported logs, or round history) or to re-enable access to the game history for verification.

Please let me know if you need screenshots from my account to demonstrate that the history is not visible on my side.

Dear Brote

Yo uare looking at "lucky spins" spection.

Please navigate to your Profile and select "Game transactions"

Kind regards

I would also like to clarify that "Wild Swarm" was a collector-based game.

The game was removed without any prior announcement, even though I had already reached a high level of progress (the "nest" was full).

If I had been informed in advance that the game would be removed, I would have had the opportunity to continue playing and complete the collector feature. This opportunity was taken away from me due to the sudden removal of the game.

Additionally, since the game was removed, I no longer have full access to my game history, which makes it impossible for me to verify my bets and any potential winnings.

From my perspective, this situation is neither transparent nor fair, as I played the game while it was available in my region and did not receive any notification about its upcoming removal.

Dear Brote,

Additionally, since the game was removed, I no longer have full access to my game history, which makes it impossible for me to verify my bets and any potential winnings.

-->Please navigate to your Profile and select "Game transactions". All data is available there.

Also, we are to comply with the provider's regulations, thus the game provider was removed for your GEO.

As an exclusion, we can give you permission to use VPN to access the game, if that will satisfy you.

Regards

This screenshot shows that I can only see individual round entries, but not the full game history.

There is no game name, no collector progress, and no complete overview of my bets and results for Wild Swarm.

As a result, I am unable to verify my total stakes, losses, or the collector feature progress after the game was removed.

Dear Brote

All the game rounds are available within the Game Transaction tab.

If you provide a specific game round to support, they will check with the provider the result of the round.

Or, as previously stated, feel free to use VPN for this specific case and try to access the game directly.

This is a max we can do.

Regards

Dear both parties

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 Michal K. (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication 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,

Petra

Hello Brote,

I'm Michal, and I will continue moderating this case.

Have you tried the step the casino team suggested, and are you able to see the details in your gameplay history?

Hello Michal,

yes, I have checked the "Game Transactions" section as suggested.

Unfortunately, it does not provide a complete and verifiable history of my gameplay in the removed game "Wild Swarm", especially regarding the collector feature and detailed round information.

Dear Brote,

Have you attempted to log into your account using a different VPN IP address? If you have, which country's IP did you utilize? Have you experimented with several?

Kindly provide the game history from what should be the "Wild Swarm" game that you can view from a non-German IP address.

thank you for your message.

To clarify, I have not used a VPN to access my account or the game.

I deliberately did not attempt this, as using a VPN to bypass regional restrictions may violate the casino’s terms and could put my account and any potential winnings at risk.

From my perspective, accessing a game via VPN is not a reasonable or acceptable solution to the core issue. The problem is that the game Wild Swarm was removed without prior notice, and since then I no longer have full and verifiable access to my game history and collector progress for gameplay that took place while the game was legally available in my region.

I believe the responsibility lies with the casino to either:

provide complete and verifiable game logs for Wild Swarm, or

offer a fair compensation for the lost collector progress and missing transparency.

Please let me know if you need any additional clarification from my side.

Dear Brote

We hereby give you an official permission to access the site via VPN.

Otherwise, we don't know what else we may offer.

Once again, the game rounds may be checked within your game transactions section

Regards

I would like to clarify that I have already checked my account and the available "Game Transactions" section. However, due to the removal of the game Wild Swarm for my region, I do not have full and transparent access to the complete gameplay context of this collector-based game.

I understand that IceCasino has suggested the use of a VPN. Nevertheless, I do not believe it is reasonable or appropriate to require a player to use a VPN in order to access their own account data or verify past gameplay. My account was registered and used from Germany, and I expect relevant account and game information to remain accessible without technical workarounds.

My main concern is not the technical logs themselves, but the financial impact caused by the sudden removal of a collector-type game without prior notice, which directly affected my ability to continue playing and potentially realize outcomes based on my previous progress.

I am hoping for a fair and reasonable resolution to this situation and appreciate your continued assistance.

Dear Brote

Sorry, but your initial request was "I am now unable to review or verify my gameplay and transactions"

And we quite frankly were trying weeks to guide you through the option on how you could check the gameplay.

We are sorry, but there not much else we can do.

Regards

Dear Brote,

Thank you for sharing your concerns. I understand your point that, since your account was registered and used from Germany, you would reasonably expect your account and game information to remain easily accessible.

At the same time, it’s important to mention that the availability of specific games or providers can change at any time. These decisions are often beyond the casino’s direct control, as providers may withdraw their games or regulatory requirements may restrict access in certain jurisdictions. This is a standard industry practice that platforms must follow. In this case, the unavailability of Wild Swarm in your region is likely due to such requirements.

To help us review your case as thoroughly as possible, checking your game history from a non-German IP — which you were permitted to do — could be a very helpful step. Having this information would allow us to better understand the situation and support you more effectively.

We want to assist you and work together toward a fair resolution, so your cooperation in this matter would be greatly appreciated. Please let us know how you would like to proceed.

thank you for your detailed response and for acknowledging my perspective.

I understand that game availability can change due to provider or regulatory decisions, and I do not dispute that such changes may be outside the casino’s direct control. However, my concern remains that Wild Swarm was a collector-based game, and its removal occurred without prior notice, despite real-money deposits being made in good faith while the game was available in my region.

Regarding the use of a VPN: while IceCasino has stated that I am permitted to do so, I would like to clarify that my hesitation is not technical but principled. As a player registered and verified in Germany, I believe I should not be required to use a VPN to access or validate information related to gameplay and deposits made legitimately from my country.

That said, I am willing to cooperate in order to move this case forward. If accessing the game history via a non-German IP is essential for your assessment, please confirm whether screenshots or exported records of the relevant game sessions would be sufficient for your review.

My primary goal remains a fair resolution regarding the financial impact caused by the removal of a collector-based game without advance notice, rather than the technical ability to view logs.

Dear Brote,

Thank you for your reply. I appreciate your perspective on the use of a VPN. However, as I and the casino team have clearly communicated, you are absolutely permitted to use a VPN in this case. Your game history from a non-German IP is crucial for your evaluation, enabling us to gain a clearer understanding of the situation and hopefully provide you with more effective support.

Your collaboration on this matter is vital, so please inform me of how you wish to move forward.

Which VPN should I use?

The Netherlands and Singapore both don't work.

Welche vpn soll ich benutzen ?

Niederlande und Singapur funktionieren beide nicht .

Dear Brote,

Please attempt to use Finnish, Norwegian, Austrian, Irish, Romanian, Bulgarian, or Polish IP addresses. The Ice Casino should be accessible from all of them.

Dear Michal,

I followed the suggested step and accessed my account using an Austrian (EU) IP address.

However, Wild Swarm is still not available, and no additional gameplay history or collector-related information becomes visible compared to accessing the account from Germany.

This confirms that using a VPN does not meaningfully resolve the issue.

Therefore, I kindly ask that the case now be evaluated based on the financial impact and the removal of a collector-based game without prior notice, as the technical workaround does not provide further clarity.

Kind regards

Dear Brote,

Have you tried only an Austrian IP address? I recommend experimenting with a few others as well; trying at least three different ones could help determine if there is a potential flaw in the casino system.

Looking forward to the screenshots from different IP addresses.

Dear Brote,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru