IceCasino - Player’s account closed without receiving winnings.

Hello, some time ago I played on Ice Casino with my account fully verified. I deposited 1030 euros and earned approximately 1700 euros. When I initiated my withdrawal, it showed as "in process." When I checked my account again, I found it had been blocked without any notice, and I have not received my winnings or even a refund of my deposit.

Hello cyntiaaax,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I made profits by depositing 1030 euros real money, and I played with bonuses too

The last time I spoke with the casino was to request a document of my transactions with a lot of delay in what was requested

Sending me this document of my casino transactions

Hello,

We can confirm, the account was blocked on 29.08.2023  (over 9 months ago) due to violation of T&Cs, bonus abuse in particular. The following terms were breached:

"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."

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

The player was playing games with accumulative bonus, using the bonus balance (Spinfinity Man, Rocket Chimp Jackpot). Afterwards - was receiving the winnings from freespins onto the real money balance.

Kind regards

If my balance runs out and I play again in a game that was pending, it is obvious that I can win if I have a pending game, since they did not send me any notification, I did not know the reason for my block, just by closing my account and keeping my entire deposit and entire earned balance even though I had my account verified.

I request references or help to proceed with a claim since there is a lot of real money deposited and also deposited for the first time without knowing the types of games.

Since they kept my real money deposited, I have all my backups of the deposits, I request that my deposits and my profits be returned

Also I never got a withdrawal or profit to my account, it was my first time at the casino without knowing that a situation like this could happen.

I'm just waiting for my withdrawal money and if you want, you can block me from the casino.

?

Hello cyntiaaax,

It is forbidden to keep running rounds in games and then return later once the bonus is no longer active as it counts as bonus abuse. Unfortunately, by even confirming it by you we do not require additional evidence from the casino.

They had right to confiscate any winnings generated this way and block your account forever.

Is there anything else we could assist you with?

Is there any possibility of getting my deposit back?

Or how should I ask for it?

The amount is quite high and it is my first time in the casino

I don't ask for my profit, I ask for my deposit

Hello cyntiaaax

We may leave the last two deposits (30 EUR) on your account balance.

Regards

If you can help me with this request, or where I leave complaints or ratings about the casino

I only ask for that my deposit of 1030 euros

Hello cyntiaaax,

Why would you receive your full deposit back? What is the reason? The casino is not obligate to refund anything due to the breach of terms so if they offer you at least your last deposit refund, I would definitely agree to it.

Because I won 1639 euros and they will not pay me, I only ask for my deposit of 1030 euros

If they are going to confiscate something, let it be my winnings, not my deposit.

Why didn't I lose my deposit at the casino if I didn't win and I'm only asking for my deposit, not the winnings?

Hello cyntiaaax,

It is not about just confiscating your winnings - you breached the casino terms in which case they can confiscate any balance. The casino agreed to refund your last 2 deposit but otherwise there is nobody who could force them to refund more.

Due aforementioned reasons, the complaint will be now closed.