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Dear Paulotiago,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To better understand the situation, please allow me to ask you a few questions.

• When was your account initially approved, and when did the issue regarding your name arise?
• Can you please confirm the exact date on which you requested the withdrawal of €100,000?
• Could you please advise which games you mainly played (e.g., slots, live casino, sports betting)?

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

Best regards,

Petra

Date registered:

12.07.2024 22:56:56 (UTC)

Here's an image of the amounts that came out and were withdrawn

I had 10 thousand to withdraw 7/1/2026

And I had 100 thousand to withdraw 12/1/2026

There would be about 30,000 left in the account if they paid me.

I can't see the date of the verification when it was approved but I have a photo of previous withdrawals that prove that it was verified and I have a photo of the assistant saying that in fact it was their mistake.

Now I'm going to attach previous withdrawals here as well

What I bought that was verified

Data de registro:

12.07.2024 22:56:56 (UTC)

Segue a imagem dos e dos valores que me saiu e foram retirados

Tinha 10 mil para retirar 7/1/2026

E tinha 100 mil para retirar 12/1/2026

Ficaria na conta cerca de 30 mil se me pagassem

Não consigo ver a data da verificação quando foi aprovada mas tenho foto de levantamentos anteriores que comprovam que estava verificada e tenho foto de o assistente dizer que de facto foi lapso deles vou colocar aqui

Agora vou anexar aqui também levantamentos feitos anteriormente

O que comprava que estáva verificada

Date registered:

12.07.2024 22:56:56 (UTC)

Here's an image of the amounts that came out and were withdrawn

I had 10 thousand to withdraw 7/1/2026

And I had 100 thousand to withdraw 12/1/2026

There would be about 30,000 left in the account if they paid me.

I can't see the date of the verification when it was approved but I have a photo of previous withdrawals that prove that it was verified and I have a photo of the assistant saying that in fact it was their mistake.

Now I'm going to attach previous withdrawals here as well

What I bought that was verified

Data de registro:

12.07.2024 22:56:56 (UTC)

Segue a imagem dos e dos valores que me saiu e foram retirados

Tinha 10 mil para retirar 7/1/2026

E tinha 100 mil para retirar 12/1/2026

Ficaria na conta cerca de 30 mil se me pagassem

Não consigo ver a data da verificação quando foi aprovada mas tenho foto de levantamentos anteriores que comprovam que estava verificada e tenho foto de o assistente dizer que de facto foi lapso deles vou colocar aqui

Agora vou anexar aqui também levantamentos feitos anteriormente

O que comprava que estáva verificada

Good evening I was here looking at the history of conversations with them and I noticed that I received an automatic message from them in which I didn't reply to anything. At the time I accepted 5000 euros so that I could get my account back and have access to all this information so that I could make my case.

I'll leave here the message they sent and as you can see I didn't reply.

I didn't accept anything, I was asked to accept the 5000 euros in order to have access to this information.

Here's the photo

I only told them to unblock the account and balance it with 5000 € I didn't tell them that I rejected the 140 thousand that was in the account and that I wasn't going to act I really hope they can help me they acted in bad faith

I'm nervous, if for any reason the information I'm giving you isn't accurate, please let me know.

The only thing I can say to sum it all up is that

#I had a verified account

#I had made deposits and made considerable withdrawals

#I had a player history

# Never had any problems

# I tried to withdraw 10,000 and a few days later I secured 100,000 which would have left 30,000 in the casino account for me to continue playing

#I was blocked due to a name error

I contacted chat and they admitted that they made a mistake in the verification

# I was almost forced to accept 5000 complimentary to access the account I accepted but never said I would refuse the losses

# And now I get this message that I hadn't seen, automatic message nothing written by me that I agreed to lose everything

Boa noite estava aqui a ver histórico de conversas com eles reparei que recebi mensagem automática deles onde eu não respondi a nada eu na altura aceitei 5000 euros para poder reaver a minha conta e ter acesso a esta informação toda para poder expor caso

Vou deixar aqui mensagem que enviaram e como podem ver não respondi

Eu não aceitei nada eu fui precionado a aceitar os 5000 para ter acesso a esta informação

Está aqui a foto

Disse somente para desbloquear a conta e por saldo 5000 € não disse que rejeitei os 140 mil que estava na conta e que não ia agir espero mesmo que me possam ajudar eles agiram de má fé

Estou nervoso se por algum momento a informação que estou a dar não for precisa digam

A única coisa que posso dizer e resumindo tudo é que

#Tinha conta verificada

#Tinha depositos feitos e levantamentos consideráveis

#Tinha histórico de jogador

#Nunca tive problemas

# Tentei sacar 10 mil e uns dias asseguir 100 mil o que iria ficar na conta do casino 30 mil para eu continuar a jogar

#Fui bloqueado por erro no nome

Contactei chat e admitiram que erratam na verificação

# fui quase obrigado aceitar 5000 de cortesia para ter acesso a conta aceitei mas nunca disse que ia recusar as percas

# e agora recebo esta mensagem que não tinha visto , mensagem automática nada escrito por mim que eu aceitei perder tudo

This wasn't written by me it's simulating a conversation I don't know if it's their procedure to do this I haven't replied to anything

Help me

Isto não foi escrito por mim está simular uma conversa não sei se é procedimento deles fazerem isto eu não respondi a nada

Ajudem me

Greetings,

Please find a confirmation from server below, translated into English:

Regards

Thank you for your reply and for providing the previous details, Paulotiago.

• Are there any specific terms and conditions related to the €5,000 offer that you were not aware of?
• Could you provide any additional communication/ evidence you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Good afternoon Mrs. Petra, thank you for the attention you are giving to this situation... I feel cheated and frustrated by this impunity... I'll send everything to your e-mail address.

Boa tarde D. Petra obrigada pela atenção que está a dar a esta situação... Sinto me enganado, e frustrado com esta impunidade...vou enviar tudo direitinho para seu e-mail

Good evening I've already sent you an email thank you for everything

Boa noite Já enviei o email para si obrigado por tudo

Dear Paulotiago

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 Štefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly 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

Dear Paulotiago,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from IceCasino to join this conversation and assist in addressing the complaint.

Dear IceCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings, Stefan

According to T&Cs:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

Upon the game-check and profile check it was discovered that the personal data was invalid (last name) and the player confirmed this fact.

Based on the term above, the player was offered a solution, to which he agreed to (please see the screenshot above).

Kind regards

Good evening Mr. Stefan

I suppose you are waiting for the Casino's reply. I look forward to hearing from you.

Boa Noite Sr Stefan

Suponho que esteja á espera da resposta do Casino fico aguardar novidades

Thank you for your cooperation.

Could you please provide us with the name that was entered during the registration process? As this concerns sensitive personal data, you may send the information directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Hey, Stefan

The player just confirmed what was enetered.

Also, we've provided a proof from the server re the "simulation" below:

"This wasn't written by me it's simulating a conversation I don't know if it's their procedure to do this I haven't replied to anything"

Regards

Dear Paulotiago,

Do I understand correctly that "Paulo" was entered in the first name field during registration? Could you please confirm what was entered in the surname field when creating your casino account?

I look forward to your response.

Dear Štefan,

Regarding the "Surname" field, at the moment I can't confirm with absolute certainty what was originally in the register, because after the account was blocked and then unblocked there were changes to the data by the casino.

I don't have access to the initial registration history to check exactly how it was filled in when the account was created. I usually put "Silva" in my records but I'm not sure, ice casino will have that information I'm afraid...

When I registered I sent all my photo documents, including my ID, which shows my full name...

If you have any questions, please contact Stefan and thank you once again for your time.

Sincerely

Paulo Tiago Alves Silva

Caro Štefan,

Relativamente ao campo "Sobrenome" neste momento não consigo confirmar com absoluta certeza o que constava originalmente no cadastro, pois após o bloqueio e posterior desbloqueio da conta houve alterações nos dados por parte do cassino.

Não tenho acesso ao registo histórico inicial do cadastro para verificar exatamente como estava preenchido no momento da criação da conta. Eu nos meus registos costumo por "Silva" mas não tenho a certeza, o ice casino terá essa informação digo eu ...

Quando fiz registo envie os meus foto documentos todos incluindo BI onde consta o meu nome completo...

Alguma questão disponha Stefan e mais uma vez obrigado pela tempo dedicado

Atenciosamente,

Paulo Tiago Alves Silva

Greetings,

The initial inpust was:

First name: Paulo

Last Name: Paulo

Hope this clarifies.

And the player game a writtent confrimation, that he agrees to to change under the casino conditions:

Kind regards

I'll wait for Stefan's reply, but I can tell you that the name Paulo and the surname Paulo have been valid and approved for betting and withdrawals (which I've already sent a printout of) for a long time. But I'm willing to cooperate with Stefan and the casino.

Fico aguardar Stefan pela resposta mas adianto que o nome Paulo e o sobrenome Paulo foi válido e aprovado para fazer apostas e levantamentos ( nos quais já enviei print) durante muito tempo, azar o meu deixa de ser válido quando sai quantia elevada, quando saiu os 140 mil euros passo a ser fraudulento demasiado estranho. Mas estou disposto a Cooperar naquilo que for preciso tanto com o Stefan como com casino.

Dear IceCasino,

Could you please confirm whether the player’s account had been fully verified prior to the previous withdrawals and before the disputed winnings were generated?

We look forward to your response.

Hello Stefan,

Although your account previously passed basic KYC verification, this represents only an initial and limited check. In accordance with our Terms and Conditions and AML/KYC Policy, the Operator is entitled to perform additional or repeated verification at any time, particularly during withdrawal requests or compliance reviews.

During the most recent verification stage, a discrepancy was identified between the name and/or surname registered on your account and the information contained in the submitted identification documents. This inconsistency could not be reliably detected during the earlier basic verification due to its limited scope.

We would like to clarify that verification checks are progressive and risk-based, and the timing of such checks is not related to gameplay results, but to regulatory and compliance requirements.

Also, the player explicitly acknowledged the discrepancy in your personal data and confirmed the accuracy of the information provided by the casino. The player agreed to the proposed resolution and its terms, which was properly recorded, documented and presented. The statement claiming that the agreement was "fake" is factually incorrect. The casino has retained evidence confirming both the authenticity of the agreement and explicit consent. This evidence has already been presented and remains available for review above.

We therefore consider the matter of consent and agreement to be fully resolved. The Casino has acted strictly in accordance with its Terms and Conditions, AML/KYC Policy, and applicable regulatory requirements.

Kind regards

Good Stefan, I'm displeased to see this reply from ice casino, at no time have they said to me "I'll take €5000 in exchange for the 140,000".

The 5000 thousand euros was given to me for my act of kindness ....

The phrase that the casino has from me is unlock my account and correct meta name....

I just wanted my account unblocked so I could have access to all the information I sent you...

I would also like to inform you that the account was fully verified with attached identification documents ...

This thing of checking more or less and then doing a full check when it's useful isn't right because the casino makes the decision to let errors slip through so that they're useful later ...

What's more, they've put my name down wrong again, as shown in the photo above... perhaps so that it will come in handy in a super mega detailed check later on when another prize comes out.

I'm not satisfied with the impunity of these people ...

And Stefan, if it's normal for them to carry out basic checks and then in-depth checks when it suits them, why does the operator admit that they made mistakes in their checks, as shown in the printouts you've already sent?

Stefan, I don't know what else to say, it's there for all to see.

Thank you

Boas Stefan é com desagrado que vejo esta resposta do ice casino em momento algum eles têm algo dito por mim " eu aceito 5000€ em troca dos 140 mil"

Os 5000 mil euros foi me dado pelo acto de amabilidade ....

A frase que o casino tem minha é desbloquem a minha conta e meta nome correto....

Nome esse que colocaram mal está á vista de todos ...eu só queria conta desbloqueada para ter acesso a toda informação que te enviei ...

Mais informo que a conta estava totalmente verificada com anexo de documentos de identificação ...

Isto de verificação mais ou menos e depois quando dá jeito fazemos verificação completa não está correto porque o casino fica com a decisão de deixar passar erros para mais tarde dar jeito ...

E mais informo que voltaram a colocar meu nome mal conforme esta na foto acima.. secalhar para dar jeito numa verificação super mega detalhada mais á frente quando sair outro prêmio .

Não me conformo com a impunidade desta gente ...

E Stefan se é normal eles fazerem verificações básicas e depois verificações profundas quando lhes dá jeito porque é que o operador admite erros na verificação por parte deles conforme print já enviados algo não está certo

Stefan não sei mais o que dizer está a vista de todos

Obrigado

Good evening Stefan, I would also like to apologize for the above outburst, it's really getting to me, it hasn't been easy to deal with this feeling of frustration, I hope you understand and I will continue to wait for news.

Boa noite Stefan queria também deixar um pedido desculpa pelo desabafo acima isto está a tirar me do sério, não tem sido fácil lidar com esta sentimento de frustração , espero tua compreensão e continuarei aguardar por novidades

Good evening Stefan

I'll email you more screenshots about the blockage

Please I need to know if you are receiving all the information that I am sending by email ?

Thank you

Boa noite Stefan

Vou enviar por email mais prints sobre o bloqueio

Por favor preciso de saber se estás a receber toda informação que estou enviar por email ?

Obrigado

Dear Paulotiago,

Thank you for your messages. I have contacted the casino outside of the complaint thread on your behalf and I will let you know about the outcome as soon as we have a conclusion.

Dear IceCasino,

I have sent you an email and will be awaiting your reply.

Please let me know here once you respond to my email.

Thanks again for your help, I look forward to hearing from you.

Mais uma vez obrigado pela ajuda eu fico aguardar

Hello Stefan

Can you please double-check if the valid e-mail address was used.

Thank you!

Regards

Hello Paulotiago,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I'll look forward to it

Fico aguardar então obrigado

As I said before, I'm here not to hinder but to cooperate with both Stefan and the casino.

I look forward to hearing from you

Como disse anteriormente estou aqui não para dificultar mas para cooperar tanto com o Stefan como com o casino

Fico aguardar obrigado

Dear IceCasino,

Could you please provide us with an email where we can contact you directly? I have already contacted you, but haven't received any response yet.

I look forward to your response.

Dear Stefan

The e-mail was just sent to you.

Kind regards

Dear IceCasino,

I have forwarded you the message I sent previously.

I look forward to your response.

Greetings,

The answer was provided on 24.03.2026, 13:06

Kind regards

Good afternoon time is stopped I believe you are in communication by email I just want to leave one more detail here my account has been unlocked again I do not know why but I already have access to it ...

I'm not going to use the account even though it's one of the best casinos I've ever played at, but playing isn't everything and winning an account isn't either.

Once again I would like to say that I have not been defrauded and that I want to be part of the solution and not the problem.

Boa tarde o tempo está parado acredito que estejam em comunicação por email eu quero só deixar aqui mais um detalhe a minha conta foi desbloqueada novamente não sei motivo mas já tenho acesso ela ...

Não vou usar a conta apesar de ser um dos melhores casinos que já joguei mas jogar não é tudo e ganhar também conta sem resolver esta situação não volto depositar vou aguardar

Mais uma vez afirmo que não fiz nenhuma fraude e que quero fazer parte da solução e não do problema

Hello Paulotiago,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good afternoon I'll be waiting again thank you

Boa tarde fico novamente aguardar obrigado

Good afternoon to both of you I hope everything is ok with you I don't know if it's relevant to the case but I think it's better to go on record as I said before the account was blocked at the time of the winnings and was unblocked again, then when I presented the situation here it was blocked again and about 2 weeks deblocked again, but I only noticed today that it is unblocked but you can't make transactions...

I don't know why, but it doesn't make any difference to me for the time being.... just wanted to make this point that my account is unblocked but I can't make any transactions THANK YOU

Boa tarde aos dois espero que esteja tudo bem com vocês eu não sei se é relevante para caso mas acho melhor ficar registado como disse anteriormente a conta foi bloqueada na altura dos ganhos e foi desbloqueada novamente, depois quando apresentei aqui a situação foi bloqueada novamente e cerca de 2 semanas debloqueada outra vez, mas só reparei hoje que está desbloqueada mas não dá para fazer transações...

Não sei o motivo mas também não me faz diferença para já enquanto isto esta assim....só queria deixar aqui este ponto que tenho conta desbloqueada mas não dá para fazer transações OBRIGADO

Hello Paulotiago,

After an internal discussion and a thorough review of the case, we have come to the conclusion that we must agree with the casino’s decision. It appears that incorrect information was provided during the registration process, and under these circumstances, we consider the casino’s actions to be in line with its terms and conditions. Therefore, we must conclude that you are not eligible for any funds in this case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru