The player from Germany had his No Deposit bonus winnings capped. We rejected the complaint because the player didn't respond to our messages and questions.
IceBet Casino - Player’s winnings have been reduced.
Amount: €80,000
IceBet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I had a bonus of €222 which I had to wager 40 times. Bonus requirement was only 40 times the wager. With that, I hit the jackpot (major win) of just over €20,000 on the Wild Fruit Super Wheel slot machine. I completed the wager and continued playing. Landed a hit of €37575 on Crazy Time. Finally I played some other live games and slots and won a total of €80000.
A few days later all the money was wiped from the account. Reason I could only keep 5x of the bonus money.
The one with the 5x amount of bonus money was nowhere.
I have written to support several times using the email addresses kyc@icebet.casino and support@icebet.casino. But only got standard emails back and they refuse to pay out my money. Screenshots are in the attachment.
Automatic translation:
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1 year ago
Dear danidoe65,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
„Bonus Terms
...
1.1. Maximum possible withdrawal amount from received no deposit bonuses in the bonus shop: x5 of the bonus amount or balance from free spins (depending on the status of the account)."
Do I understand correctly that your winnings have been accumulated solely from a free bonus? If that's the case, I'm afraid you won't be entitled to withdraw more than €222 x5.
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Translation
No, I had previously deposited money. Since my account is blocked, I can't see how much that was. Had also won about €1200 with the real money and paid it out and then played the bonus. Nevertheless, only the 5x €222 was paid out. The real money that I had paid out before the bonus was apparently valued by the casino as the 5x €222. So therefore about 1200 € real money I'm missing.
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1 year ago
Translation
The status of the account was still VIP Silver (2nd best).
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1 year ago
Do I understand correctly that €1,200 were accumulated from a real money deposit? After you requested €1,200 to be paid off, you activated a free bonus of €222, is that right?
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1 year ago
Dear danidoe65,
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.
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1 year ago
Translation
Yes €1200 was accumulated from a real money deposit.
After the payout, it was being processed while I earned my bonus. This €1200 real money deposit was then paid out as the promised 5x €222.
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1 year ago
OK, so now we know that a big win was hit after activating a free bonus. Could you please advise if it was while completing the free bonus wagering or if the wagering requirements were finished already when you hit the jackpot?
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1 year ago
Translation
The bonus conditions (wager) were not yet fulfilled when I hit the jackpot.
Edited
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1 year ago
Translation
I keep trying to contact the casino but to no avail. (Live chat and email support) haven't gotten a single reply yet.
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1 year ago
Please understand that if you were still completing the bonus wagering when you accumulated all your winnings, you would be entitled to the maximum cashout only. The rest of the winnings would be cancelled when requesting a withdrawal. Therefore, if you received a free bonus of €222, your maximum withdrawal would be €222 x5 only. Have you received this payout, please?
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1 year ago
Translation
I have previously played with real money with no bonus and this payout was paid out as the bonus
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1 year ago
I'm sorry, but I do not understand. Could you please forward your game history or at least, the cashier and bonus histories to petronela.k@casino.guru? I'd like to identify if your winnings were accumulated from a free Chip, or from a real money deposit.
