IceBet Casino - Player’s winnings have been confiscated.

Hello, I bought a 3 euro bonus in the bonus shop. I made a turnover and after the turnover it reduced the winnings to 15 euros due to the provision in the regulations "1.1 The maximum funds amount available to the user after wagering a no-deposit bonus, including a no-deposit bonus received in the Bonus Shop, will be x5 of the bonus amount or funds received from free spins. Any winnings exceeding this amount will be forfeited.".

I wanted to withdraw this money, but no withdrawal method offers a withdrawal of less than 20 euros. So I played in the casino and the balance increased to 90 euros. I wanted to withdraw 50 euros, but the withdrawal was rejected and the balance was reduced to 15 euros again. In the email I received information about the recording in the regulations point 1.1.

And again I had a situation where I could not withdraw these 15 euros in any way. I played again, I had 50 euros in my balance and I wanted to withdraw this money. However, the withdrawal was rejected once again and the balance was reduced to 15 euros.

I wanted to open this complaint because I think it is unfair that the casino offers a bonus to buy in the store (for which you have to spend previously collected coins), but the winnings from it cannot be withdrawn in any way. In addition, I understand the point in the regulations about winning x5 cash from the bonus shop in such a way that after the turnover, the balance is reduced (which happened) and further play takes place for real funds, so there should be no further reduction of the balance.

A long time ago I had a similar situation in the twin casino Windetta and there were no problems there and the casino paid the money, so I do not understand why IceBet does it differently.

In total, the casino took the amount of 110 euros from me with two withdrawal rejections and I would like to get this amount back. I would be grateful for any help, best regards.

Dear damjan071,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We definitely believe that the casino shouldn't cap the bonus winnings twice without any warning or instructions on how a player should proceed in a case like this.

• Do I understand correctly that you currently have €15 in your casino account?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Thank you for opening the case. Yes, I currently have 15 euros on my account. The first time it was reduced automatically after the bonus was used up (I consider this case to be in accordance with the regulations, I have no objections to it). Then I had 90 euros - 75 euros were taken away. And later I had 50 euros - 35 euros were taken away. I only have the last email from the casino when it was reduced from 50 euros to 15 euros, but the previous email was identical. I am sending it here