ICE36 Casino - The player's balance was voided.

I had high earnings at the Casino, more than 500 thousand reais, real money balance, verified account, everything ok, this with 2 deposits that I made, I tried to make my first withdrawal of 19 thousand reais, it was canceled, and to my surprise all my money disappeared , avia more than 250 thousand reais real balance in the account!!!

I have all the prints and proofs, I didn't break any Cassino rules.

Now I'm filing a lawsuit and I've already filed a police report.

I also got in touch with Malta's regulatory and tax body, hoping that they would resolve this, and a very high value and it's mine.

I have an e-mail that they sent me congratulating me on the high earnings.

Hope it gets resolved!!!

Hello rodolfojoaogalacini,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ice36 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good Morning

My account was verified as soon as I made the first deposits, on 01/11/2023, when I entered the casino,

I didn't use any bonuses, all real money games, winnings were in real money, I have all prints and saved game histories, I have all the evidence...

I have an email sent to me from Cassino congratulating me on my winnings, there were more than 500 thousand reais in real money, real balance.

I have not broken any Casino rules.

My updated balance was 256 thousand reais.

Totally disappeared, they left only 250 reais there.

I have prints of everything.

Hello rodolfojoaogalacini,

Thank you for all the information provided but we will definitely need more details from the casino itself. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rodolfojoaogalacini,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ice36 Casino to join the conversation and participate in the resolution of this complaint.

Dear Ice36 Casino,

Can you please provide further information regarding the confiscation of the player's winnings? The reason stated appears to be a breach of a bonus max bet rule, but the player claims they have not used a bonus.

Kind regards,

Adam

Hello rodolfojoaogalacini,

I have since made contact with the casino via Skype, and they have informed me that proof of the breach of terms will be sent to your e-mail address. Could I ask you to please forward this to me (adam.m@casino.guru) for review?

The casino has also stated that you have claimed a welcome bonus after you have registered at the casino, can you clarify if this is the case?

Kind regards,

Adam

Good afternoon Gentlemen, I will be forwarding the e-mail that Cassino Ice36 sent me, to Mr. Adam.

Along with the screenshots I have proving my balance was real and no bonus.

Hello rodolfojoaogalacini,

Thank you for the update, I will wait for your e-mail.

Kind regards,

Adam

Good afternoon gentlemen, I apologize for the delay, I just sent via email, the email that Cássio Ice36 sent me, and more evidence that there were no bonuses.

I sent email to Mr Adam.

Thank you and again sorry for the delay

Hello rodolfojoaogalacini,

Thank you for the e-mails you have sent.

Dear Ice36 Casino,

The player is adamant that they have not used a bonus, and therefore cannot be subject to the maximum bet rule you have quoted as the reason for confiscating the player's winnings.

We ask that you provide the player's betting history to us as supporting evidence of the breach of terms.

Kind regards,

Adam

Dear rodolfojoaogalacini,

I have spoken to the casino, and they have stated that you have indeed used a bonus and that the casino support has contacted you and explained what has happened.

Can you please provide us with an update on the situation?

Kind regards,

Adam

Good afternoon Mr Adam

They sent me an email explaining how to verify the bonuses in my account, but as I told the Gentlemen I did not use the bonus as I read the terms before joining or depositing at the Casino, I have screenshots of the deposits I made, which gentlemen could verify that they are only the values that I deposited assets without any type of bonus, once again I repeat, I did not use bonuses my winnings were legal and legitimate, so much so that on the same day the support of the ICE36 casino sent me an email congratulating me and asking me to send a photo of myself for them to use in promotional campaigns, I just want what is rightfully mine my real earnings in real money and verified account, I have screenshots of everything I need to prove it, just ask that they help me to receive my money, because I am going through a very difficult situation in my personal life, I am unemployed and I have children, my ticket in Casinos is not for adventures or robes, and for financial necessity ira, I always control my losses and I am aware of the risks, but in my current situation I have no options.

For this reason I want and demand that my winnings were legal and legitimate, the biggest proof of which was the email that the Casino sent me on the day of the winnings.

I had made a deposit on the same day and lost the total, but I didn't complain, because I knew the risks.

Whatever you need proof of, Sir Adam, I'll be at your disposal.

I ask that if we cannot resolve my case here, please guide me, as I will take legal action that fits me.

Thank you very much in advance for the attention and affection that Casino Guru is giving me and helping me.

In particular Mr. Adam for his attention and dedication to my case.

I'm available for whatever needs proof, I just want what's mine by legal right, nothing more.

Hello rodolfojoaogalacini,

Thank you for your responses and emails.

The casino has explained to you how to find your bonus history in your casino account:

"To check all active bonuses you have had in your account:

Just click on the 3 bars in the top right corner > Cashier > Bonus History > Select a time range to see your bonus history."

Please do this and choose the period 1/1/2023 - 1/31/2023. Please supply screenshots of the bonus history to my email address ( adam.m@casino.guru ).

Kind regards,

Adam

Ok

Good evening Mr Adam, forgive me for the delay, it takes me a while to answer, I am taking care of my grandmother who has health problems.

I'll be reading it by sending all the prints and screen captures that I get, (the ID of the rounds with the winnings, where you can verify that the balance I was betting on was real, and the bonus balance was 0), along with the print from bonus history from 01/01/2023 to 01/31/2023.

I'll be sending it via email.

Thank you for your strength and attention.

Forgive me for the delay.

Hello rodolfojoaogalacini,

Thank you for updating me, I will await your e-mail.

Kind regards,

Adam

Hello rodolfojoaogalacini,

I have not yet received an e-mail from you, can you advise if you have sent the information as previously stated to my e-mail address(adam.m@casino.guru)?

Kind regards,

Adam

Dear rodolfojoaogalacini,

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.

Good evening Mr. Adam, I will be re-sending all documents and attachments later today.

Apologies for the delay.

Hello rodolfojoaogalacini,

Thank you for the update, I will extend the timer accordingly.

Kind regards,

Adam

Good evening sir Adam thank you for your patience.

I sent several prints to the Lord, divided into 3 emails.

Thanks.

good evening sir adam

I sent 3 emails to you, asking you to pay attention to the screenshots, in all of them there is no "bonus balance value" but a real balance.

Any and all bonuses that may appear in the histories were consumed before winnings.

You will be able to verify in the screenshots of the deposit histories, that on the date of the winnings, there was no bonus balance,"bonus balance was and always was"R$ 0 ".

Thank you very much in advance for your attention and patience.

Thanks.

Dear rodolfojoaogalacini,

Thank you for the screenshots you have sent.

I have now also requested that the casino provide your full gaming history so we can determine with certainty if bonuses have been used, and when they have been used.

I will therefore extend the timer accordingly.

Kind regards,

Adam

Dear rodolfojoaogalacini,

As mentioned, I requested that the casino provide us with your full gaming history so that we could determine if and when a bonus was used.

They have stated that they are unable to provide it directly to us but can provide it to you upon your request.

I would therefore like to ask you to contact casino support, request the full gaming history, and then supply this to us for review.

Kind regards,

Adam

Good morning Mr Adam,

I have already confirmed the request for all history to Casino support, forwarded a copy of the email to you.

As soon as the Casino sends me I will be forwarding it to you.

Thank you Rodolfo

Hello Rodolfo,

Thank you for letting me know, I will await a further e-mail from you.

Kind regards,

Adam

Hello Rodolfo,

I have made further contact with the casino and they have assured me that you will receive your full gaming history shortly. Please let me know when you have received it, and if possible forward it to my e-mail (adam.m@casino.guru) for us to review.

Kind regards,

Adam

Good morning ok agreed.

Hello Rodolfo,

Can I ask you if you have received the relevant game history yet?

Kind regards,

Adam

Good morning Mr Adam

They sent me something, but I couldn't open it....

I sent you the 2 emails you sent me....

Hello Rodolfo,

I have not received any e-mails from you, please forward the e-mails that the casino has sent to you, along with any attachments (adam.m@casino.guru).

Kind regards,

Adam

Good morning Sir Adam

I just sent you the emails,

Please let me know it arrived correctly for the Lord

Hello Rodolfo,

I have received the emails from you, and therefore the game logs required.

I am still reviewing all of the information provided, but it appears that you used a number of different free spins bonuses on 11/01/2023, can you confirm if that is correct?

Kind regards,

Adam

Good afternoon Mr Adam

Yes, correct though,

You may notice that the bonuses were fully consumed before my winnings,

I can send you screenshots, where you will be able to verify that in the id rounds that there were no bonus balances, on the Winnings day which was exactly 01/13/23.

I can send all screenshots of game activities to you, if you want.

Even because the slots where I had my winnings do not accept playing with bonus balance, only real money.

Hello Rodolfo,

I appreciate that the bonuses have been completed, but it seems according to the logs that while using the bonus you made bets that were more than the maximum allowed. It appears that you have then completed the requirements for the bonus and then used the winnings from this to accumulate the larger balance. However, it is often the way that the casino doesn't check for any bonus rules being broken until a withdrawal is requested.

Can I ask you to confirm the date and amount of your last deposit to the casino, please?

Kind regards,

Adam

Good morning

It was 01/11/2023, R$70.00

Hello Rodolfo,

Thank you for clarifying, could I also ask if you accepted a bonus with the deposit mentioned?

Kind regards,

Adam

Good afternoon Mr Adam

In the last deposit I made of R$70.00 I didn't accept any bonus, I only deposited without bonus.

You may notice that in all the screenshots I sent you, at no time does a bonus money balance appear.

All captures have a bonus money balance of R$0.00, both in the captures of the real account balance, and in the captures of game history, or game activities, in all of them you can notice the balance and of real money, there is no balance bonus money always 0.

On the last deposit I did not accept deposit bonus or free spins bonus.

Dear rodolfojoaogalacini,

I have once again reviewed all information provided, and unfortunately, I must inform you that we can assist no further with this case.

The evidence shows that after your most recent deposit, you have accepted a number of bonuses before accumulating your balance, and during the wagering of those bonuses you have bet more than the maximum allowed multiple times.

I appreciate that the winnings from the bonus would have shown as real money in your account, but

you were not eligible to keep them due to the breach of the rules, and as they were the basis upon which the rest of your balance was gained, we have no choice but to reject this complaint.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam