IceCasino - Player raises issues with game credibility.

I have played 8500 euros, 6000 of which came from winnings I made at the casino and were delayed in being credited to me. They all got lost, and I made a few more deposits. I didn't see any winnings again, especially in "pragmatic" games where I was getting into the bonus. Even with 2.4 euros, I was only getting back 12 euros. This happens continuously.

My money disappeared instantly without any winnings at all. All providers played the same. I sent a message to the casino team and they never replied. So if anyone ever wins, if they're lucky and get their money, they should not play again. They control the game. Losing 8500 euros without any winnings is not reasonable to happen.

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Dear Biskoto,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Kristina

Dear Biskoto

We understand the importance of trust and transparency in the world of online gaming. We want to assure you that at IceCasino, game fairness and integrity are of utmost importance to us. Let's walk through some key points to help you understand how we maintain an honest gaming environment:

Third-Party Validation: We're proud to have our games tested by recognized auditors like eCOGRA. They ensure our games operate fairly and transparently. Look for their seals on our website – they're a mark of genuine fairness!

Transparent RTP: For every game on our site, you can find its Return to Player (RTP) percentage. This gives you an idea of the potential returns over time, assuring you that there are no hidden manipulations.

Randomness Assured: Each spin or move you make in our games is determined by a Random Number Generator (RNG). This system guarantees that outcomes are unpredictable and unrelated to any previous results.

We're Here to Chat: If you ever have concerns, we're just a message away. Whether through live chat, email, or phone, we value your feedback and queries.

Our License: We operate under a licensed jurisdiction, meaning we adhere to strict standards of operation. You can always find our license details on our site.

Reputable Game Providers: Our games are sourced from top-notch providers, known for their stringent standards and integrity.

Clear Terms: We ensure all our terms, especially around bonuses, are clear and upfront. We don't believe in hidden clauses.

Hear from Fellow Players: You don't have to take only our word for it! Check out reviews from fellow players to hear about their experiences with our games.

Detailed Game Insights: Each of our games comes with a comprehensive guide, detailing its features, paylines, and mechanics. This ensures you know exactly how things work.

We deeply value your trust and strive to maintain an environment where you can enjoy gaming with absolute confidence. If you ever have further questions or need clarification on any point, please don't hesitate to reach out.

Btw, we've checked some of your gaming activity, looks like you did have some luck recently, e.g.:

27.07.2023 Bet:1.60 Win: EUR3,214.88 EUR;

10.07.2023 Bet: 0.50 Win: EUR2,000.00 EUR

17.07.2023 Bet: 0.60 Win: EUR1,261.92 EUR

Warm regards,

IceCAsino

Dear Biskoto,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.