ICE36 Casino - Player is dissatisfied with the casino.

This casino is a diaper, they don't pay, don't waste your time and money.

Dear rayanep522,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with the casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?

Do I understand correctly you have an active withdrawal request in the casino?

I will be waiting for your reply patiently.

Best regards,

Tomas

Good morning, I have already sent all the requested documents and even so they do not give me the option to withdraw, I confess that I am already scared because no casino has ever asked for the documents that this casino asked for and even so I sent them

Guys, I've already sent so many documents that I don't know if you want which one is missing

Hi Rayane,

I have checked this and see the ID you sent over to us was expired and we need a copy of a valid photo ID in order to verify the account.

Once this has been verified, the restrictions will be lifted and you will then be able to request a withdrawal.

In the meantime, there are options in order to restrict your account to protect your funds while you are waiting for them, please head over to the responsible gaming area of your account to check these.

Thanks for understanding.

Good morning! I sent the photo of my RG now

I sent the photo of my Rg and they said they couldn't validate it, then I sent my passport and the message was almost instantaneous that I couldn't validate my document again, since all the requested information is there, I'm going to the police station to file a report to have them overturn this platform that in my view is acting in bad faith

Hi Rayane,

I have checked again and the Passport had the edges cut from the picture. If the passport is valid, please upload a new picture with all edges and information showing in order for it to be verified.

Thanks for understanding

I sent it again, but I will check to make sure they are not cloning my documents

Hi there,

I see from your account you have now been verified and have managed to request your withdrawal.

We aim to process all withdrawals quickly, but it can sometimes take a little longer as this still depends on the checks and verification done by our payments team, the win need to be verified and this can take longer for higher amounts.

There is nothing to worry about as it’s a standard process. Upon successful review and completion, you will receive an email accordingly to let you know it's been done. 

Thanks for your cooperation

Thanks for your reply to both parties.

Dear rayanep522,

Please let us know when your withdrawal is complete and the money reaches you.

I'll wait for your reply.

Surely, as soon as everything is resolved I'll come here to talk if it worked, thanks for the support.

I've never seen a worse platform than this one, the impression I have is that it's a scam and that all they really want is our information, my withdrawal, which was R$13,500, turned to R$600.00 and now they're canceling those measly R$600, I'd like to know what is the justification?

Hi There,

I checked and see your original withdrawal of R$13,500 was canceled as you won breaching our bonus policy. You were sent an email about this. Our bonus policy states:

While making bets to wager any deposit bonus/offer (free or deposit) or bonus credited for free spin winnings, the maximum bet permitted is 10% (min 0.10) of the bonus amount or 5 (eg, 5 EUR, 5 GBP) (the lower amount applies). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name).

As an exception and goodwill gesture, it was decided to process R$600.00 withdrawal and I can see this amount was sent to you successfully.

For future bonuses, you should be aware of the bonus terms and play according to the bonus policy at all times.

https://www.ice36.com/bonus-policy/

Thanks for understanding.

Good morning! This amount did not reach my account.

Hi There,

The funds have been sent by bank transfer, please allow 2-7 business days for these to reach you due to bank standards.

Thanks

Thanks, both parties for the update.

Dear rayanep522,

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

Also, please let us know when the withdrawal reaches your bank account or if you need any further assistance.

Look, I made the deposit, I won the free spins that they gave me and at no time did I bet a higher amount, even because the platform doesn't allow it like all the others, this platform is simply misleading, I even made 20 thousand on it and I did a rollover of any bonus they had given me, but in the end, I just don't play anymore and I don't recommend it to anyone, not to mention that they ask for so many documents that I even had to file a complaint online, so that no one misuses them

Could you please let me know if your withdrawal of 600 BRL was complete after all?

Do I understand correctly you don't wish for us to assist you with the max bet rule issue?

No amount fell into my account, I sent you to your email the game and the amount that was bet

The best thing is the deposit goes down in seconds, now a withdrawal is a struggle

Thank you for your email.

I am afraid I'll need a more complete game history or at least the specifics of how much you deposited and what bonus you redeemed.

You can usually access your game history in your casino account or request a complete record of your game history from a specific period from the casino support.

I'll look forward to your reply.

Tomas, thanks for your attention, but I won't even bother to send this history, because if I don't want to pay even 600, imagine 13,000

I am sorry but without the information our options to help you are limited.

Could you please let me know if the withdrawal the casino processed reached your bank account already? I'll await your reply.

Good morning! No, the withdrawal never landed in my account

Thank you very much, rayanep522, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you rayanep522 for providing us with all the information. I hope we'll be able to resolve this issue together.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you!

Hi There,

Please note that the withdrawal can take 2-7 business days to reach you and it was processed on the 15th of July.

If for any reason you have not received the funds by the close of business tomorrow, please send an official bank statement showing all transactions from the 15th of July to the present day, by email to support@ice36.com and we will investigate this further for you.

Thank you for understanding.

Only if I was too crazy to send any more documents to a platform with no confidence at all 😂😂😂 this platform has already asked for documents that no other has ever asked for, they're going to hit another one

Hey there,

Please can you confirm if you have now received these funds.

Please note that if for any reason the funds did not reach you, you will need to send an official bank statement from the date the withdrawal was processed up until the present day to allow us to be able to investigate this.

Thanks for understanding.

Good morning! No, the loot never dropped

I will not send any extracts, ask them to send proof of deposit I will not send any more documents to this platform that has proven to be unreliable

Hi There,

I understand, however, in order to be able to investigate, our payments team requires a bank statement showing all transactions as proof you did not receive these funds.

Please kindly send this to support@ice36.com at your earliest convenience to prevent further delay.

Thanks for understanding

Dear rayanep522, I would advise you to provide the required bank statement to the casino as your data is protected as per casino's Privacy Policy as you can see here:

Please note that all our employees are regularly trained in matters related to information security, and they must comply with confidentiality obligations and internal policies and procedures whenever handling your information.

Hope that helps!

I'm not going to do that, if you want to believe me well, if not amen there's no need for me to lie about it, I play in every casino in Brazil and that never happened, ask them for the deposit slip, who has it what to explain and the platform, after all they are the ones who get burnt film when this kind of thing happens, I already thought it was absurd to have to send a photo of my passport, which guarantees me that they are not trying to scam me? I don't send anything else to you, if the value falls into my account, I'll come here to inform you.

Hi There,

Please note that the withdrawal has failed and funds were returned back to us with the reason given "Bank account is closed".

We have credited the money back to your real money balance so you can place a new withdrawal request.

Please be sure to enter the correct details before placing a new withdrawal request.

Thanks for understanding.

How absurd 😂😂😂😂 my account is not closed, every day a different excuse

Hi There,

This may mean you entered the incorrect bank details when you requested the withdrawal.

As mentioned above, the funds are in your real money balance and you will need to request a new withdrawal and make sure all details are correct when you enter them in order for the withdrawal to be successfully processed.

Thank you for your cooperation.

Good morning! Today the amount in my account dropped, I was already disillusioned but it dropped and the funny thing is that I put the same in an account they said was closed 😏

Dear rayanep522,

I'm glad to hear that your issue has been resolved successfully. Do you require any further assistance or can we mark this complaint as resolved? Thank you in advance!

Dear rayanep522,

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.

Dear rayanep522,

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter