A player from Greece has raised problems about recurrent game freezing issues and perceived manipulation of game provider offerings in a particular casino. Despite troubleshooting efforts, the issue persists, preventing the player from enjoying his preferred games and forcing him to play other providers, causing a significant amount of distress. The complaint was closed as the player had no remaining balance left on his account.
IceCasino - Player experiences constant game interruptions.
Amount: €720
IceCasino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
This casino, which you experts rate so highly, has not only a sneaky withdrawal method designed to make the player replay their winnings, but every time I try to play games from Pragmatic Games, the game starts normally but, after a few spins, it freezes for five seconds constantly and often stops completely. I've cleared cookies and anything else they've suggested initially there, but to no avail. Effectively, the casino prevents me from playing this provider that has significant wins, thereby compelling me to play other providers involuntarily. This happens repeatedly... Occasionally, when it miraculously works normally, I always win. I have never encountered this with any other casino. If I am paying 1000 euros every month, regardless of whether I lose or not, I expect to play what I want, not what the casino wants. As they told me in the chat, "play another provider..." I want to take legal action against the casino and I kindly ask to direct me to the appropriate authority that deals with valid casino operations issues. It's like paying for a whole car and being told the doors don't work. The mental distress I go through each time trying to play a game I want and being forced to play less reputable providers, with the result of always losing, is immense...
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11 months ago
Hello Biskoto,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that the casino advised you to never play Pragmatic Games or just temporary? When was the last time you spoke to the casino and what was it about?
Please keep in mind that the casino and the game providers may restrict certain country from playing their games and if you experience technical difficulties in this casino or provider, you should simply change to a different one but you can't take legal action for such problems as it would lead nowhere.
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
My account has been verified since July 2023 I have also made withdrawals and everything was working fine. After some big wins on pragmatic (2000x 1.60) only pragmatic games started to crash. I am generally lost from this casino because they delayed the Ascension too much and I was tempted to play the winnings on other providers. This is my problem. I have been playing for fun for years and I have an understanding when a casino is not running properly. If they can't support their products 100% to compensate me with a bonus or a refund
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10 months ago
Hello Biskoto,
Do I understand it correctly that you have lost your remaining balance?
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10 months ago
Translation
It goes without saying that I lost all the deposits I made in 24 hours worth 720 euros after playing games in a rage. I should add that it let me play for a few seconds and then the game stopped, I mean pragmatic games.
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10 months ago
Hello Biskoto,
As long as you lost your remaining balance, there is nothing we can do as you decided to play.
We will be now closing the complaint as it is no longer relevant. Please if you are still experiencing any issues with IceCasino, try to find a different casinos which fits your requirements.
Best regards,
Nick
