IceCasino - Pelaajan tili on suljettu ja varat takavarikoitu.

Hello! I am currently living in Poland. I registered and started playing at Icecasino in December 2023. I deposited funds several times and withdrew funds a few times, and everything was fine. However, on January 7th, I couldn't access my account. At that time, my balance was 1430 euros. The casino responds as follows: "The account was blocked by the Administration's decision in accordance with the club's rules.

13.5. The company has the right to block a player's account without prior notice in the following cases:

13.5.1. The company decided to cease providing services to all users in general or a specific player."

They provide no explanations. They have informed me that they will not return the funds. Please help me deal with these scammers. They clearly do not seem like a casino with a 9.8 rating.

Доброго дня! Я проживаю в Польщі. Зареєструвався і почав грати в Icecasino в грудні 2023 року. Кілька разів поповнював рахунок, кілька разів виводив кошти, все було окей. Однак 7 січня я не зміг зайти в свій акаунт. В цей час в мене на балансі було 1430 євро. Казино відповідає так:"Аккаунт был заблокирован по решению Администрации в соответствии с правилами клуба.

13.5. Компания имеет право заблокировать счет игрока без предварительного уведомления в следующих случаях:

13.5.1. Компания решила прекратить предоставление услуг всем пользователям в целом или конкретному игроку".

Ніяких пояснень не надає. Повідомили, що кошти віддавати не будуть. Допоможіть, будь ласка, розібратися з цими шахраями. Вони явно не виглядають як казино з оцінкою 9.8

Dear kokamokka007,

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 if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

Hello kokamokka007

We can confirm, that there is 0.11 eur on your balance, the withdrawal amounting 1430.00 EUR is being processed.

Regards

Hello,

According to our records, the withdrawal was received at 13.01.2025 09:05:06 (UTC)

Dear kokamokka007

Can you please confirm?

Regards

Yes, thank you, I received the money. I have no complaints.

Так, дякую, кошти я отримав. Претензій не маю.

Dear kokamokka007,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru