IceCasino - Player's account blocked over bonus policy dispute.

On December 26, 2023, my account was blocked without basis. The administration chose to block me for allegedly violating bonus policies. However, the fact of the matter is, I violated no policy, and I believe that the casino blatantly stole my funds and blocked my account. On December 25, I topped up my account and received bonus funds. I played with my own funds while the bonus funds were used on their own. I lost my personal funds, but the bonus money remained. I managed to convert the bonus funds to my real account. The casino accuses me of playing safe, even though I initially lost my funds, which is simply impossible. How could it be safe gaming when real funds are lost? Subsequently, I went to work and didn't have time to investigate the matter. Finally, on January 15, 2024, I reached out to the customer support in an attempt to understand and contest the situation. The response I received was that the admin's decision isn't open to contestation, meaning that the administration can block my account and deprive me of my funds at their discretion, and I have no way to dispute this. The rude behavior of the customer support service prompted me to contact you. I did not break any rules, and I will attach screenshots of the conversation as evidence.

Dear VictorMasaitis,

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 how have you been a player of the casino?
• Was your account verified?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please describe in your own words your gameplay in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. I was looking for a casino that has a variety of slots and came across Ice casino
2. Yes, I passed the verification.
3. I played different games, I don’t remember exactly, roulette, slots, and live games
4. I replenished my account, played with real money, I like to play with minimal risk, while the bonus wager was unscrewed, then I lost my funds, there were bonus funds left, I played with them, in the end the bonus account was transferred to a real account, can you say that I violated?? I just don’t understand why they entice clients with bonus promotions, if for legal winnings they block the account, this is unfair!

Here on your website I came across another recent complaint from a player in the same casino, the player had a similar problem, in the end ice casino admitted its mistake and unblocked the account

Dear VictorMasaitis,

When you say you played with minimum risk, does it mean your playthrough on roulette and other live games?

Did you play these games while the bonus was already activated on your account?

Which bonus was activated on your account?

Have you requested your gaming history from casino support?

Hello, I don’t remember exactly, but I didn’t play live games, usually I played regular slots from different providers

Yes, I played when the bonus was activated, it activates by itself

Bonus for first and second deposit

I requested it and was denied.

Thomas, I know that there are games in which it is impossible to play with a bonus, but in which there was a bonus I played. I didn't break anything, I hope you can help me

Thank you very much, VictorMasaitis, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, VictorMasaitis!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, I'm waiting for your help, because the casinos illegally misappropriated my funds

didn't answer

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

they are not going to answer, scammers

Hello VictorMasaitis

Can you tell us the true purpose of registering at Icecasino?

Since by analysing the game activity we've found the following, which breaches our Bonus T&Cs:

1) Player makes a deposit and receives a vast bonus

2) Then he makes a two bets (on red and black equally) in Roulette. (Hiding the money in order to access the bonus balance)

3) Continues playing by using the bonus balance, hoping to get it wagered. (Fails)

4) Deposits again and receives another huge bonus.

5) Points 2-3 get repeated

6) One bonus meets the wagering requirements and converts into the real money.

7) Without any risk, player enters the roulette games (where previously left his real balance) and receives the money back.

This breaches the following T&Cs, which player accepted at registration:

"In case we determine the player is using a bonus or any other promotional offer for the sole purpose of obtaining a positive result using known methods aimed at safe wagering of this bonus, the player will be immediately deprived of the current real and bonus balances, and may as well get blocked for the bonus abuse. This may also include:

Leaving large bets on the table, for example, in blackjack, and returning to the game after bonus wagering has been completed.

Playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play,

Using strategies that take advantage of any software bug or failure."

We would be happy to provide the entire gaming history of the player to CasinoGuru representative.

Kind regards

You finally responded in 14 days, please respond faster

The real goal was just to play the slots that I like, you give your clients a bonus by betting on red and black (and I don’t bet equally), I don’t break any rules, since there is a chance of getting 0, I really want to play, sometimes I I bet a little more on red, a little less on black. And the fact that you are deceiving, saying that I only played roulette, show me the story, I played with my entire balance in aviator, and other fast games, in your opinion this is also a safe game, you are telling only the part that is beneficial to you

The conclusion is this: I made a deposit, played roulette and other slots and quick games, played games where it was possible to play with bonus funds, the bonus was recouped, I played again and put my funds for withdrawal.

What did I break?? safe wagering is when there is no chance of losing your funds, in my case they happened more than once, you simply lure clients with bonus promotions, and when the bonus is wagered, you simply block their account. I ask the Casino Guru team to help me figure it out.

Thank you for the explanation, Ice Casino! Please, send game logs and/or other evidence where it is seen that the player has abused the bonus to my e-mail: pavel.k@casino.guru.

VictorMasaitis, I think the casino did not mean that you have safely wagered bonus funds by betting on black and red, but that you have made bet on roulette, which has remained "in game" and then, when you had lost the second bonus and won from the second won, you have withdrawn back these funds from the roulette. Can you confirm that it is what you have done?

Hello Pavel, no, I don’t understand what you’re talking about, I played roulette, but without any goals, once I bet on roulette and the game froze, gave an error, after that I refreshed the page several times, and the game resumed. Pavel casino is looking for reasons, initially they talked about safe wagering, I proved above that there was no safe game, I even played rockets, how can they be safe. I hope you resolve this situation

I’m just perplexed, is it really because the bonus was simply wagered that my account is blocked, initially in the chat they gave a reason for safe wagering, now it’s different

VictorMasaitis,

well, unfortunately, we have received evidence from the casino which proves that you have indeed unfairly abused the bonus. I believe that I have explained how exactly you have breached terms above and that you do not need further explanation.

Therefore, I must reject your complaint.