The player from Brazil had faced issues with applying bonus codes on the casino platform, despite adhering to all the rules. He continued to receive the codes daily but was unable to utilize them, while his friends could do so without issues. We had informed him that casinos reserved the right to restrict or close player accounts and were not obligated to provide bonuses. The player acknowledged the casino's policy but expressed disagreement. Unfortunately, we were unable to help the player resolve the issue, leading to the rejection of his complaint.
IceCasino - Player is unable to use bonus codes.
Amount: ??
IceCasino
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
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Translation
I have always played with bonus codes on Ice without ever breaking the rules or trying to gain an unfair advantage. However, it seems as though the casino is selectively preventing certain users from adding bonus codes, which is the situation I find myself in even though I receive these codes daily. I don't understand why since everyone should be treated equally, with the same rights, benefits, etc...
I must admit, I've lost the zeal to play on this platform. Many of my friends continue to play and apply bonus codes with no issues, and these are the same codes that I receive but am somehow unable to add. With the bonus codes, I always felt more comfortable playing for leisure!
Automatic translation:
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7 months ago
Dear Ivanildo,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice. If you haven't placed any bets using your last active deposit, you should be entitled to a full refund.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
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6 months ago
Dear Ivanildo,
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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6 months ago
Translation
I understand but I don't agree, but anyway..., If it's the casino's policy, what to do!
Automatic translation:
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6 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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