IceCasino - Player's account locked due to alleged bonus abuse.

My account has been locked due to the reason, "In the event that the Ice Casino administration determines that a player is using a bonus or other promotional offer solely for the purpose of obtaining a positive result using known safe playthrough methods, the player will be immediately stripped of their current real and bonus balances, and may be blocked for abusing bonuses."

I wrote to customer service and received a response saying they could unlock my account, but my balance will be nullified. This is completely outrageous and a breach of all rules on the casino's part. Basically, I topped up my account and started playing various games until I found a slot that I liked. I was told that I allegedly safely played through the bonus, but how could this be the case if I lost all my real funds first and then played with bonus funds? I played through the bonus and it was then converted into a real balance. Therefore, the reason given for my account being blocked does not apply to me. In the end, they are willing to unlock my account but want to keep my funds for themselves. This is a complete violation of the law. They avoid answering my questions properly and only stress the rule that was supposedly broken. However, I did not break any rules and did not use the bonus in a so-called "safe play". I first lost my main account and this contradicts their statement. I was playing with real funds and lost them, and after that, I played with bonus funds. I hope you can help me to withdraw my funds.

Dear Nikitin_nik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if it was your first redeemed bonus in this casino?
• Have you saved, by any chance, your game history before your account was blocked?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good evening, first I’ll answer your questions

1. I wagered bonuses before, just playing for real money, but the amounts were not large then, up to 100 euros, and they all came out to me, I managed to win back 2-3 times, I’ve been playing at this casino for quite a long time, there were no problems with withdrawals .
2. Unfortunately, I didn’t save the game history, because I didn’t think that I would be illegally blocked and hoped that ICE was an honest casino, you can ask them for the game history, I’m sure I didn’t break anything, since I read the rules before registering.

Further regarding the comment from the casino itself, how could I break the rules when playing for real money? I played a regular slot with my own funds, lost them, I still had bonus funds, with bonus funds I managed to transfer bonus funds to real money, no violations if my game was violation, then for them any unscrewing of the bonus is a violation, why then attract clients with bonuses if they block them for them, and the casino gives comments about the fact that they will unblock my account with the cancellation of my funds, this is absurd, in your opinion a normal person would play in this casino, after such a robbery.

Hello Nikitin_nik

Our anti-fraud system detected the bets from bonus money, that breach the following Bonus T&Cs:

Point 7. Casino bonuses can't be wagered in the live casino, table games, and instant-games. (You played the "minesweeper" game, which is an instant game)

Point 10. 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. 

The game above allows placing the bet with a minimum coefficient, which guarantees the secure wagering of the bonus.

Kind regards

How can it be safe if I lost my real funds in this slot, and then played for bonus ones, is it safe when my funds are also saved, in this case this is not the case, the casino contradicts itself

Casino Guru take this point into account, I didn’t wager anything safely, my funds ran out, only bonus funds remained, I played with bonus ones, before this there was a similar situation in the same casino and I was withdrawn funds, since the amount was small, and now they are blocking me

and let the casino tell you why, when you contact support, they don’t explain anything, don’t indicate where the violation allegedly took place, but simply say that by decision of the administration you were blocked and that’s it

Hi Nikitin_nik,

Thank you for your reply. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

Looking forward to hearing from you.

Petronela, you are right, the casino did not warn about anything, moreover, I indicated above that their support service does not even respond to the reasons for blocking, that is, I was blocked, and I don’t even know what this is connected with and I can’t contact the administration in any way to clarify the circumstances. Listen, they have a lot of games where it is physically impossible to play with bonus funds, so if this game is supposedly also impossible, they should remove the bonus game in advance so that customers don’t fall for it, they just use their rules and say that I played safely bonus, but that's a lie! I lost my funds that I deposited in the casino in the same slot, how can it be safe? no schemes, I just played for the minimum coefficient, I have the right to this, this is not fraud, I’m just offended that before this situation I also played with bonus funds and lost my real ones, there were no complaints, as soon as I won, I was immediately blocked , before playing in this casino, I looked at the security index on your website, and I think that a casino with a high security index should not treat its customers this way, can you help me withdraw my legal funds?? 510EUR

You can withdraw funds.

It was the casino’s mistake that they didn’t notice and didn’t prohibit playing with bonus funds in a number of Instagram games.

Congratulations on your successful bonus abuse!

With uv.

Ice Casino Team

My account was unblocked, I set the funds for withdrawal, I will give feedback when my funds are withdrawn, thank you!

I was withdrawn, I want to say thank you to the Guru team for solving my problem, you really help people who were illegally blocked, in particular thank you Petronela.

Now I’ll answer Ice casino, you blocked me illegally, and based on your answer they unblocked my account with a favor, I read what bonus abuse is after your message, and even now you accuse me of this, although there was no safe play in my case, more so I will not play in this casino, my advice to you is to be more loyal with your clients, especially when the client has been playing with you for several months.

Hi Nikitin_nik,

Thank you very much for your kind words. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Nikitin_nik, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Petronela

Casino.Guru