The player from Brazil was dissatisfied with Ice Casino's claim of a terms of use violation, which resulted in the non-payment of significant winnings. Despite accusations of exploiting software bugs or errors, the player maintained they didn't knowingly use any unfair advantage and requested a detailed explanation. Upon reviewing the evidence provided by the casino and the official statement from the game provider, we found clear indications of exploitation of bugs, loopholes, or errors in the software on multiple accounts, including the player's case. Some bets even added money to the account instead of deducting it. Therefore, we concluded that the casino acted correctly and within its terms and conditions. The player did not respond to our request for comments, leading us to reject the complaint.
IceCasino - Player's winnings are confiscated due to alleged terms violation.
Amount: 815,000 R$
IceCasino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
I am a player who recently had a highly unsatisfactory experience playing at Ice Casino. I wish to express my extreme dissatisfaction with the claim of violation of terms of use, resulting in the non-issuance of my substantial winnings of R$815,000. It is crucial to emphasize that these winnings were acquired in different games, on different days. I was not aware of any irregularity or bug during my participation, and there is no evidence of intentional misconduct on my part. Upon reviewing the cited terms, I understand that the company alleges that I violated clause 11.1.2, as discussed with Larte (Ice Casino support team), regarding the use of an unfair advantage or influence, including the exploitation of bugs, loopholes, or errors in the software. However, to date, I have not received a detailed explanation about the specific nature of the alleged error and how it affected my balance. If this occurred, I would like to stress that I had no knowledge of it until my balance DISAPPEARED from the account, which I deem deeply unfair. The situation worsens upon becoming aware of similar cases, as discussed in the complaint thread https://casino.guru/forum/complaints-discussion/ice-casino-is-scam-/10. This heightens my concern and raises questions about transparency and fairness in player treatment. I am fully willing to cooperate in the resolution of this issue. I have detailed records of my gaming sessions and am ready to provide them if necessary for a more in-depth review, or even a call so that I can explain how I won the amounts. My expectation is that the company honours my winnings in a fair and transparent manner. I can also share that, in situations like this, justice and ethics often depend on the transparency of the company's approach to problem-solving, and I have no doubt that Ice Casino will do this, as its score is 9.8 out of 10. If there was indeed a bug that influenced the game's results and the winnings I obtained, a fair approach would be to acknowledge the problem, fix it, and compensate the affected players appropriately. Transparency in communication and the swift and fair resolution of issues are essential to building player trust in a gaming platform. I appreciate in advance the attention given to this matter and look forward to a positive response regarding the payment of my winnings. Otherwise, I will be obliged to seek additional resources to resolve this issue.
Hello 0x00s4d,
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 if your account is already verified and if yes, since when exactly? 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?
Can you please forward any type of communication between you and the casino regarding this case to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
My account is KYC verified, around 20/05/2023.
I used real money, no bonuses during the spins!!!
The last time I spoke to the Casino was on 01/29/2024, there were a total of 5 interactions on that date to be informed of this whole story and for my winnings of 815K to disappear.
Our conversation was about my real earnings disappearing, the last response I got was:
"Thank you for waiting, I believe you need to review clause 16.3 as well, in addition to 11.1.2, as it details the situation that occurred in your account."
I tried my best to interact and make it clear that I didn't abuse anything, I was just playing and winning like anyone can do! They don't understand your side and just repeat the same phrases accusing you of violating these terms, and at no time was any of the devices mentioned in the terms used to gain an advantage or anything like that, this doesn't even make sense if the objective of the game is to have fun. I always liked ice casino because it was reliable but only when you have low winnings, if you win like me and reach 815k that's what they do, I just want them to be ethical, fair and honest and somehow turn this whole situation around , fun that turns into a nightmare!
I sent every communication I had.
I await your response, I need help.
Thank you 0x00s4d for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello 0x00s4d,
I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an IceCasino representative to join this conversation and participate in resolving this complaint.
Dear IceCasino,
Could you state why the player's winnings were confiscated?
Thank you in advance for providing the information.
Kind regards,
Stefan
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.
Hello 0x00s4d,
I received the evidence from the casino and the official statement from the game provider. It is clear that the exploitation of bugs, loopholes, or errors in the software happened on multiple accounts in certain games including your case. I noticed that for some bets, instead of deducting money, money was added to the account. The casino acted correctly and within its terms and conditions.
Could you comment on this?
Dear 0x00s4d,
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.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
