IceCasino - Player had a negative experience in the casino.

I won ten free spins on book of demigods 2 on a 20 cent bet. Which can be bought for 20 dollars. The first spin was fine. However all of the other spins stopped halfway through the spin and said there was a problem and to reload the game. When I did that the spin was gone. I did this up until the last spin that was left and called support. They said that they would look into it and get back to me. A few days later I noticed that I had some free spins for another game. Free spins had a 40x wagering requirement. I just thought it was another promotion so I played it. Didn't even like the game but who's going to refuse free spins right? I should have confirmed it because instead of getting back to me, they gave me these spins on a game that I don't like, with a 40x wagering requirement. When I inquired about my issue they basically told me that they considered themselves clear of anything wrong and would not make it right. I've put a lot of money into this site and had nothing but problems trying to kyc so I could cash out. So just like they want, I played and lost any winnings that I did win. As far as I'm concerned I've been ripped off for every penny that I've put into this site and think that everyone should know that they are a scam regardless of what the reviews say. This new Ontario gaming law is supposed to protect the players, but all it really does is make it easier for the casinos to screw over the little guys and take their money without any consequences to themselves. I tried to upload the only screenshot from the game but it will not allow me to.

Dear bellken15,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you played with an active bonus or a promotion at the time you won an equivalent of 20 CAD of free spins? Have you received an update on your inquiry?
• At which point did the casino let you know the 40 free spins are supposed to be compensation for the technical difficulties you experienced?
• Do I understand correctly you played down your winnings during an ongoing verification in the casino?

If there is any screenshot you would like to submit, try again here or alternatively send it to me via email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear bellken15,

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.

Thank you for the explanation.

I understand this must be frustrating but without evidence, we cannot hope to confront the casino about the issue. We would like to help but our hands are tied.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.