IceCasino - Player's winnings disappeared, and games were restricted.

I am writing to express my deep dissatisfaction with the recent experience I had on your gaming platform.

On [Date], I took advantage of the bonus offer, played the spins, and was pleased to have won $100. However, my elation turned to frustration when the money inexplicably disappeared from my account without any explanation or warning.

Upon seeking assistance from your online chat support, I was met with a response that I can only describe as unhelpful and inept. The support agents seemed to lack the necessary knowledge to resolve my issue, and I found their responses to be unacceptable.

Furthermore, I played some games that were not specifically recommended by your platform, relying on my previous experience, and won only those specific games. However, to my astonishment, all those games became restricted as I approached the wagering requirement. When I contacted online chat support regarding this matter, I was told that I can only play popular games as they are restricted in our area. This is both confusing and inconsistent with the information provided earlier.

I consider these incidents to be unacceptable and potentially fraudulent. I trusted your platform with my time and money, expecting a fair and enjoyable gaming experience, only to be met with confusion, frustration, and what appears to be a deliberate attempt to limit my winnings.

I kindly request an immediate investigation into this matter and a clear explanation of the aforementioned issues. I also expect prompt rectification, including the reinstatement of my winnings. Failure to address these concerns in a satisfactory manner will leave me with no choice but to escalate this complaint further and warn others to stay away from your platform.

Thank you for your immediate attention to this matter. I look forward to your prompt response.

Hello inmysticism,

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? How much did the casino void from you exactly? Did they mention any specific bonus term which you may have broke? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear inmysticism

Thank you for your complaint. Although it looks like you used AI to compose the complaint, would you actually mind explaining in your own words what are the key points you are complaining about? Thus, we will be able to resolve it ASAP.

We appreciate your cooperation!

Yes, I used AI to formulate my response as English isn't my first language. Also, please stop stigmatizing AI considering every system, game, or even the portal you are using is backed by using AI. It has always been there.

Here are the points to consider: 1) I joined the Ice casino website with $100, and received a bonus of 120 % along with 100 spins. At the time of the bonus, what I read about the terms and conditions on the ice casino website indicate wagering requirements and corresponding details.

2) I started playing the 100 spins, won a few dollars there, and when they got over, used some money from my account to spin it a few times more. I won $98. So I decided to close the slot and explore the games further.

3) I had assumed that the winnings will be cumulated with my original account. Immediately, I realized that it want the case. To my surprise, I checked the promotions page and the value of the onus spins was $22.

4) I started playing other games that were not normally in the popular categories (there were some games that I was not able to play due to bonus conditions I think). I played for almost 8 hours in a couple of games wherein I lost and won. But I came closer to my wagering requirement.

5) Suddenly, all those games got restricted. I contacted the online chat, they were saying again the same thing that it's not allowed for bonus or in my jurisdiction. They were asking me, again and again, to play from a certain category given on the website. Even many of the games there were not working.

6) I had tried to explain that 30 minutes ago I was playing those games and how can they suddenly get restricted for me

7) There was one game candy bonanza, that I played and won..... the game became inaccessible to me. I was never able to play it again despite long chats and waiting from customer care. They were redundant.

It almost felt like they wanted me to play those specific games and I am forced to lose my money.

8,) With no hope of getting my moneyback, i decided to randomly play and somehow won $1174. I thought i should encash them, so i added kyc documents, and refreshed the page to find out only $600 were left.

9.) Upon contacting the online chat, i learned that 574 will be annuled as the bonus conditions were restricted to win more than 5x of bonus. This is insane and never heard of . As mentioned in the first point, the website seems to have been updated around that time.

Dear inmysticism

Thank you for some insights!

1) What concerns about the availability of the games - it is not determined by the casino, instead - the provider itself decides in which jurisdiction they are available and when. Sorry, but casino (as operator) cannot influence this. Was the PGSoft game provider that has become unavailable?

2) Regarding the welcome bonus. It is clearly stated, that the bonus has a max transfer amount:

"6. Max transfer for money bonus is x5 from the bonus amount received"

The amount of bonus received - 120 CAD. The amount transferred - 600 CAD. We do not observe any irregularities.

3) We can confirm your account is verified and you may proceed with the withdrawal.

Please do let us know if there is anything else we can assist you with.

Best regards

Hello inmysticism,

Is the casino's explanation relevant enough for you? Did you request for the withdrawal since your account is verified?

Dear inmysticism,

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.