IceBet Casino - The player's winnings were confiscated.

Hello so i registered in this casino like 1 week ago deposited 20euro took welcome bonus after i got up to 300 euros i had like 40% left to wager so i started collecting bonuses in games so i can open them latter when i had like 90% wager i opened all bonuses i had delayed and when i completed my wager i had 0 bonuses unopened after couple days of verefication i send them all needed information even got skype call we talked all good support said i will get email about my verification then later that night i get message that my account will be closed and my winnings will be canceled but i did not break any rules yes i collected bonuses while had wager but i opened all my bonuses before completing my wager i had 1200euros on my balance when i got blocked and now they dont answer my emails and dont wanna talk with me and i know that i did not break any rules because i opened all my bonuses before completing wager.

Hello colf,

Thank you very much submitting your complaint and I'm sorry to hear about your issue with IceBet Casino.

Before we would try to contact the casino, allow me to ask you a few more question to clarify the case as much as possible.

Did you ever make any withdrawal from the casino? Is your account already verified? Could you confirm that you've been aware of all bonus terms - like max bet, restricted games and so on?

Could you also please specify what kind of free spins did you delayed? - Were they like claimable by you anytime or just some in-game spins?

Please also send forward any relevant proof or communication with the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Casino.guru

No i did not make any withdraws before they blocked my account i talked with support guy via skype but they did not verify me blocked instead and yes i was aware with all bonus terms i opened all bonuses i had in games like free spins before i completed my wager so after wager was completed i did not hawe any unopened bonuses/freespins but they think other wise can they prove it because i 100% sure i did not break any wagering rules i was just bonus hunting if you know what i mean.

Thank you coif for providing additional information regarding the case. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Dear coif,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite IceBet Casino to join this conversation.

Dear IceBet Casino,

Can you please explain the reasoning behind your decision to void coif’s winnings? You can forward any relevant proofs to my e-mail address andrej.p@casino.guru. 

Dear coif,

Please be informed that we got in touch with the casino team. We’re expecting their reply and an explanation soon. I’m extending the timer by 7 days.

Dear Coif,

The situation you describe has been examined in detail.

You, as well as all the players in our casino, have passed account verification by providing the requested documents and video verification via Skype.

The final stage of verification of your account was a check of your playing session, which showed a repeated violation of the rules of the casino when you were betting in the games.

While checking the games it was found out that you postponed bonus rounds in the following games:

1) The Falcon Huntress.

2) Tiki Tumble

3) Mystery Museum

4) Fat Rabbit

Etc.

The Risk Department found that during the games you repeatedly postponed bonus rounds, therefore using strategies to play (bonus hunting), which is prohibited in our casino both with an active bonus and without it according to paragraph 13 of the rules:

13. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

Based on this information, your account has been closed and your winnings canceled. You are forbidden to play in our casino and casino partners specified in the license.

If necessary, we can provide to a representative of Casino.guru screenshots to the specified e-mail address where it will be displayed the using of strategies and violation of the rules of the casino.

Yes i did that but with raw money i dont see anything in your rules about doing it with real money your bonus terms say that you cant postpone bonuses to later time when you completed wager and i dont see nothing about real money how am wrong here how it both ways with bonus and real money your bonus terms says dont postpone bonuses after you completed wager and i did not do that

Thank you, IceBet Casino, for the reply. You can forward any relevant evidence to andrej.p@casino.guru.

Dear Coif,

Do I understand correctly that you never postponed free rounds while playing with a bonus and opened them after there were no bonus wagering requirements left (when there were only real funds left in your account)?

You can say that i was postponing bonuses 2 times first time while i had bonus i postponed them yes but not after completing wager i collected them and opened around when i had 90%wager complete and i didnt hawe any problems second time i was postponing them collecting next day or 2 days after but this time with real balance and second time i had problems i collected like 10 of them then website crashed or was just lagging i come back and all my bonuses was gone then i contacted support and they said they cant do anything about i never had problems in any casino while i understand that i only deposited one time 20euro and had like 5.5k at one time and lost like 4k who want to pay someone who only deposited 20eu and got lucky 1.2k eu i had when got blocked sorry for my bad wording/english.

Thank you, Coif, for confirming.

Dear IceBet Casino,

Can you please explain how did Coif breach the rule? As mentioned earlier, I’d like to kindly ask you to provide the relevant evidence. You can forward the information to my e-mail (andrej.p@casino.guru) or you can post it here.

Hello dear Andrej,

All details regarding your request have been sent to the email address that you provided: andrej.p@casino.guru

Thank you, IceBet Casino, for providing the relevant evidence. Please note that I’ve replied to your e-mail and am currently awaiting your reply.

Dear Coif,

Please be informed that there has been no progress in the investigation of the issue as we’ve not yet received a reply to our last e-mail sent to the casino. We were informed that we should expect a reply in the near future, therefore, I’m extending the timer by 7 days. Thank you for your understanding.

Dear Coif,

We would like to inform you that your gaming session has been thoroughly re-checked by the Risk Department of the casino.

Based on the results of the Risk Department inspection, it has been determined that your winnings are legitimate and there has been no violation of the rules.

We would like to inform you, that your game login has been restored and opened, as well as the amount of your winnings was returned to your game account. You can continue to play in our casino and apply for withdrawal, which will be considered by the financial department according to the rules of the casino.

Thank you, IceBet Casino, for informing us. We’re glad to hear the good news!

Dear Coif,

Could you please let us know if we can consider the issue to be resolved?

I mean i think so i dont know how long my withdraws will take apparently i can only withdraw 600eu per week not 400eu every 24hours.

Dear Сoif,

All withdrawals are made according to the rules.

As you noticed the maximum withdrawal limit in 24 hours is 400EUR, but also the limit and the time of withdrawal request processing depends on the player's status, and this is described in the rules:

9.2 The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

Each withdrawal request that you made will be processed by the financial department strictly within the rules and according to the status of your account.

So i only can withdraw 2 times per week?

Dear Сoif,

All your withdrawal requests will be processed by the financial department according to the status of your account.

Today your withdrawal amount in the amount of 400 EUR was processed by the financial department.

All information regarding the amount and schedule of withdrawals you can always clarify with the financial department of the casino.

Ok thanks hope it wont take forever.

Thank you, Coif, IceBet Casino, for your replies.

Dear Coif,

I’d like to kindly ask you to keep us posted on any news regarding the funds that are yet to be withdrawn. We will keep this complaint thread open until you confirm that the entire disputed amount has been successfully withdrawn (unless you wish otherwise).

I’m setting the timer for 7 days.

I can confirm that i received all my money you can close this thread.

Thank you, Coif, for letting us know and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru