icecasino did not give me 15,800e won and rolled back

Good Evening! Need help! on Saturday 27/1/2024 around 10 I made a deposit at icecasino got a bonus and started playing.. I lost everything and I had 2.80 left from the spins. I start to play the last ones and I see in the list of those who win a new game and I enter it. TEXAS HOLDEM BONUS from EVOPLAY. I played until 6 in the afternoon and reached my bankroll of 15,898 euros. I had redeemed the bonus in the first hour and a half. Since I was about to have a stroke because it was the first time I won so much money, I decided to withdraw the money in 3 different withdrawals. Today, Monday, I went in once more to check the money and I saw that the money was not there, I hadn't even logged into my account. OF COURSE I haven't received an email from the company either, and when I went to the payment history I saw that my withdrawals had been rejected. I didn't do anything illegal or against the casino and my account is verified. Please can someone help me?

Well, just try to be calm, please.

I have a few questions I'd love you to answer for me so we can assume the best course of action.

Can you access your account now?

If so, what is your actual withdrawable balance, please? Is it lower than yesterday?

Maybe you just need to verify yourself in order to withdraw.

The best you can do is to ask the chat for an explanation; maybe there is an issue with the bonus you took. To be certain, however, we need more details from the casino. 🙏

I'll be here, just let me know what you find out.

Thank you very much for your reply and the truth is that I can only have composure now. The answers to your questions are as follows:

1.yes I have normal access to my account, 2. since it rolled back like I said I have 2.80 which is the money I had started with before I won the 15,800 and which was money from the bonus spins I had won,3. this bonus was redeemed in the first 30-40 minutes when I had reached 1900 euros and it opened a message that the bonus has been redeemed successfully and left me without knowing the reason with 1000 euros (I also have it on a print screen showing the balance of the bonus rotated in my account files) 4. my account has been verified since the first time I profiled there and I have made some withdrawals of much smaller amounts without any problems in the past, 5. I tried to contact via chat at first but the chat is closed and it seems like it's not working anyway I've emailed support since yesterday morning and haven't gotten a response until today.

I am at your disposal for any other details.

Please help me as much as you can.

Hello.

I really appreciate the update. Sadly, without the proper explanation from the casino, we only know your point of view.

In addition, the auto-translation to English is very hasty when it comes to the bonus and value details.

That's why I still feel the issue might be bound to a bonus. So, I'll try another question: Did you successfully withdraw after you fulfilled the bonus conditions?

Sometimes the bonus only ends with the withdrawal, it may be the case. 🤷‍♂️

Hopefully, you'll get a response from the support team very soon. When you do, post it here, please. 🙏

Hello again,

today I had a response from icecasino. Their response verbatim was: "These winnings have been written-off from your balance as they were earned due to the bug in the game. Have a nice day!". Here I would like to say that I found the game randomly on the side of the games list, that I was playing from 11 am to 6 pm and in game I was not winning only losing lots. So how is it possible that they claim it's a bug and I play so many hours, that the bonus is rolled over normally and that I can continue to play 15,800 and then regardless of when I stopped. Does all this now mean I lost all that money?

Please let me know what you think and what you advise me to do.

If said bug took place, only winnings from that specific games should be voided while the rest of the balance should remain untouched, if the bug gave you winnings and you kept playing with said funds and get more winnings, then also the subsequent winnings should be voided. The amount of money you had before playing the first bugged game should remain untouched, your entire balance got voided?

I'd say the casino should provide exact values so you know what this message actually means for your balance.

Anyway, good point by suggesting: The amount of money you had before playing the first bugged game should remain untouched, your entire balance got voided?

I'll wait for your answer, just to be sure.

Good evening again,

first of all I would like to thank you for your prompt and very helpful answers. I felt a sense of security talking with you. I figured since the bug wasn't my fault and it was too many hours I shouldn't lose my hard earned money. And to answer your question as I said in my first message, it rolled back and I found myself again with the 2.80 euros which was the money I had before entering this game that supposedly had a bug for more than 6-7 hours .

So the loser is me again.

Thanks again.

I'm really, really, really sorry, that was some good money and it's so sad to see it lost when it wasn't your fault at all, it was the provider's fault exclusively, in this specific case we can't even blame the casino.

Have you tried to contact the provider so they can explain how said bug existed in the first place? Which game is it? It would be good to know to avoid it, or avoid the provider as a whole

Thank you so much for your support SunsetGaze. The truth is that it was the first time I won such a large amount which I really needed like many people. I mention the game above, TEXAS HOLDEM BONUS from EVOPLAY and many companies have it, not only icecasino. I think it's also the cazino's fault since it advertises it and puts you in the process of playing if you want after it hasn't checked it first. The fairest thing for me and anyone else who suffers the same is for him to be compensated for mental anguish and for the waste of his time, if not for him to get all the money since it's not his fault. Unfortunately and from the replies here I understood that I can't claim anything so I didn't look into it further and so I was left to mourn my wasted money and time and curse my luck that something so tragic happened to me.

Thank you so much for your support SunsetGaze. The truth is that for the first time I was earning such a large amount which I really needed like many people. I mention the game above, TEXAS HOLDEM BONUS from EVOPLAY and many casinos have it, not only icecasino. I think it is also the fault of the casino which advertises this particular game and predisposes you to play if you want, without having checked it first and I say this because I played 6 hours of this particular game and here I will emphasize again that I was losing lots and winning so I don't it looked like it had a bug. I thought I should at least be compensated if not get all the money since it wasn't my fault. After all the replies I got here I realized that I can't claim anything so I didn't bother any more, I just kept lamenting my lost money and time and cursing my luck that something so tragic happened to me

This is what makes it so weird: during your gameplay everything was normal, maybe one specific spin was the one bugged, and not every single spin played, so let's say you were up and down during your session, it would make sense to identify which was the problematic bet (with its ID, bet size and time/date) so only the winnings from said spin and the subsequent winnings be voided, and not the entire balance from the session. Maybe try asking support this: which was the specific spin bugged? If they declare the whole session was bugged then it would be strange, how can a whole session be bugged? It would help a lot if they explained you the bug and what specifically was the problem, maybe it paid over the max possible multiplier?