IceCasino - Pelaajan kotiutus on takavarikoitu.

I deposited a total of 550 euros at the casino and, while playing, managed to build up a balance of 1,970 euros. I tried to withdraw the balance, but days later, after checking the casino, it appeared blocked. I contacted the casino, and they said they wouldn't pay the withdrawal or return my 550 euros in deposits because I supposedly violated the casino's terms and conditions. Which I highly doubt because I've been playing at Ice Casino for several months. They purposely blocked me after I played my money and made the withdrawal, which they didn't pay, I imagine because it was a large withdrawal. I think they're just looking for excuses not to pay their players.

Deposite un total de 550 euros en el casino y jugando logre llegar a tener un saldo de 1970 Euros, quise retirar el saldo y días después tras revisar el casino aparecía bloqueada. Me comunique con el casino y dijeron que no pagarian el retiro ni devolverían mis 550 euros en depósitos porque supuestamente incumpli los términos y condiciones del casino. Cosa que dudo mucho porque llevo varios meses jugando en casino Ice. Ellos a propósito me bloquean después de jugar mi dinero y hacer el retiro el cual no lo pagaron me imagino que por ser un retiro de un monto algo. Creo que solo buscan excusas para no pagarles a sus jugadores.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

* I only played slots

* Yes, my account was verified a long time ago. I had made several deposits and withdrawals at the casino.

* Had active bonus when accumulating profits

ace.

* Jugué solo en tragamonedas

* Si, mi cuenta estaba verificada hace mucho tiempo. Llevaba varios depósitos y retiros realizados en el casino.

* Tenía bono activo al acumular las gananci

as.

Hello,

The account is permanently locked, due to violation of bonus T&Cs:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games, while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance"

The game, where the player was abusing the bonus - Legend of Dragon Wins DoubleMax.

Kind regards

Hello everyone,

Thank you both for your replies.

Dear IceCasino Team,

In order for us to proceed with this complaint, please send supporting evidence that confirms Danita2020 breached this term. You can forward everything to my email address (kristina.s@casino.guru). I look forward to hearing from you, and thank you.

Hello, Kristina

The proofs were provided.

Best regards

Hello everyone,

Thank you,  IceCasino Team, for providing the required evidence and detailed explanation.

Danita2020, we reviewed the evidence and concluded it proves you used an exploit to accumulate unfair winnings. We therefore consider the casino's actions to close the account and confiscate funds as justified. I understand this situation is frustrating, but in cases like this, casinos are allowed to act in compliance with their General T&Cs.

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

I am sorry we could not have been of more help on this occasion.

Best regards,

Kristina