The player from Germany is experiencing difficulties withdrawing his winnings. The player confirmed the issue was resolved after the amount had successfully been credited to his balance. Consequently, the complaint was resolved.
IceCasino - Player's winnings have been withheld.
Amount: €51
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I recently deposited 10 euros at Ice Casino without a bonus, played for a while and turned over at least 60-70 euros. Last time I had a balance of 51 euros wanted to withdraw but the casino says that I still have to wager 131 euros.
I only deposited 10 euros.
Before that, about 4 hours ago, I had deposited a total of 40 euros 2 times a 20 euros, but had lost everything down to the last cent.
Now the casino tells me that the money I've already lost will be counted as the rules of the game would be. There is no such game rules law I have been playing in online casinos for over 10 years.
It's random and unfair I've been trying to explain for over 2 hours in live chat but it's being done on purpose and randomly I'm getting stuck.
Could you please give me additional help?
I would like to make a complaint about this casino and Richard the customer service representative.
Best regards
Tuncay K***
Edited by a Casino Guru admin
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1 year ago
Dear tuncaykaya57,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses.
It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.
Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies. Of course, lost deposits shouldn't be counted when checking real money deposits wagering.
Could you please forward your game history to petronela.k@casino.guru?
Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
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That's a total of over 29 pages.
I filtered out the place where I made the last deposit of 10 euros.
You can clearly see that my account was zero.
If that's not enough, then do I have to take screenshots for the other 28 or so pages?
Best regards
Tuncay K***
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1 year ago
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I think that much should be enough?
There are still 51 pages in total, if that's not enough? Do I have to edit all of them and send them to you?
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1 year ago
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I don't know what to say anymore?
I wonder if we are legally at the mercy of such scammers ?
I wanted to cash out 51 euros these scammers unfairly imposed another 131 euros wagering requirement on me.
I kept playing and gambled away everything down to the last cent.
Then I made a new deposit of 13.65 euros and turned over a lot for such a deposit amount and achieved a credit of 73.95 euros.
Wanted to pay out but they unfairly put another 39 euros on me as a wagering requirement.
After my loss of 51 euros, I had zero euros in my account and only paid in 13.65 euros again.
By the time I reached this new credit of 73.95 euros, I had turned over at least over 100-120 euros, but that shouldn't have been enough, I would have to have turned over more than 39 euros before I can pay out without commission.
THAT'S DIFFICULT CRIMINAL WE DON'T LIVE IN THE WILDERNESS WHERE EVERYONE CAN DO WHATEVER THEY NEED, RIGHT?
THERE MUST BE LAWS THAT HOLD THESE CRIMINALS ACCOUNTABLE.
I then let myself be misled by my anger and thought that I could also meet the remaining unfairly imposed wagering requirement of 39 euros and I failed and lost everything.
LEGALLY I MUST BE ABLE TO HOLD THESE CRIMINALS TO ACCOUNT AND STOP THEM.
THEY HAVE TO COMPENSATE ME FOR THEIR INJUSTICE.
I ask you to help me.
Losing your money this way hurts a lot.
This injustice hurts very much.
Surely there must be a legal right for justice?
Can you please help me to get my lost money back from these scammers as compensation for sartanslist ?
Best regards
Tuncay K***
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1 year ago
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I paid so much to these scammers and because of a payout of 51 euros or 73 euros I have to put up with this injustice from these scammers.
It can't be so legal that they can do everything, right?
Every withdrawal request have been rejected as you can clearly see.
I was able to pay out 50.70 euros once and thought that everything was over and corrected now.
I was very wrong a devil is and always will be a devil.
I don't know what to say
Best regards
Tuncay K***
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1 year ago
Thank you, tuncaykaya57, for your replies. I'm sure you understand that analyzing so many screenshots is very difficult. When I requested your game history I thought you could send me an Excel or PDF file so everything is in chronological order and easy to inspect. I believe it will be easier to contact the casino to find out what exactly happened. Nevertheless, please bear in mind that you lost your money already and I can't promise that you would receive any refund since you decided to play instead of waiting for our assistance.
I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello tuncaykaya57,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite IceCasino to join the conversation and participate in the resolution of this complaint.
Dear IceCasino,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why has the player had to wager the real money so many times when your T&Cs state it has to be at least two times?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas
I would like to thank you and your colleagues for your help.
Thanks very much.
I should have waited, unfortunately I let my anger and anger tempt me.
I had deposited about 200 euros in a short time and had lost everything. Then they did me this injustice because of a payout of 51 euros. I allowed myself to be tempted by my anger and anger and continued to play. I lost everything down to the last cent, that was their goal too. I paid in another 13.65 euros from zero euros and played for a while.
I have turned over at least 100-120 euros with my new deposit, have achieved a balance of over 78 euros, wanted to withdraw again, but it said that I still had to turn over around 39 euros. My anger and annoyance grew even greater, I could no longer understand this injustice, lawfulness and arbitrariness. I thought at that moment, you've made it this far, then you can still make the remaining 39 euros. But I fell right into the devil's trap set by the casino and lost everything.
The whole thing was neither legal nor just and correct.
My winnings have been fraudulently and devilishly robbed.
Best regards
Tuncay K***
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1 year ago
Dear tuncaykaya57
These measures are undertaken in order to prevent money laundering.
The two of your withdrawals were without any commission. Also, as per the moment being - there is no need to wager any of your deposits.
Judging the amount of the text above, we are to ask if:
1) We credit you with 51 euro, will this resolve the "issue" ?
2) Are you suffering from gambling addiction?
Thank you in advance!
Regards
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1 year ago
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Dear Thomas
Many thanks for your help.
Answer to your question:
1) That would be okay for me, it would be at least a partial credit if at least the 51 euros were credited to me.
( I have been playing in online casinos for over 10-15 years but only roulette and never accept a bonus ).
The other casinos also have measures against money laundering but I have never seen anything like that.
I trust your review, you gave 10/10 points to this casino so I was sure filled up.
I've been in this for too long and it has nothing to do with preventing money laundering.
It is a very interesting programmed program no matter what number combination or order you play, the program has set a trap for these numbers, number combination, number order no matter how and what you play and with how many numbers you play with what order the program is fully equipped with all kinds of devil traps.
At some point it has your game system, game tactics, movements.
There's no roulette in there.
There's just a very interesting programmed program in there.
All kinds of devil tricks, devil tricks, devil traps but also everything.
The payout limits are not used to prevent money laundering, but to ensure that this program trap cannot and should not be avoided.
If you miss it then the casino starts this kind of devilish filth and filth game so you can't cash out.
I had deposited 10 euros and wagered at least 100 euros until I had a balance of 51 euros, which I wanted to withdraw.
IN WHICH LAW AND GAME BY-LAWS IS IT WHAT HAS BEEN DONE TO ME?
I ONLY HAD TO TURN A MAXIMUM OF 30 EUROS.
THIS MONEY LAUNDERING CANNOT BE PUT AT THE SHOES TO A BOW FOR MONEY LAUNDERING.
Then I let myself be seduced by anger and fury, although I knew what a dirty devil's game was being played, I kept playing and lost everything down to the last cent.
Then I paid in 13.65 euros again from zero cents and wagered at least 130-140 euros until I achieved a credit of over 78 euros again.
Wanted to cash out but exactly this dirty scam was pulled off again I should either wager more than 39 euros (although I had only deposited 13.65 euros and had wagered at least 130-140 euros) or pay 20% commission.
I allowed myself to be tempted again by my anger and fury, continued to play and said to myself, now you have already wagered so much, then you can also wager the remaining 39 euros and I fell fully into the devil trap that had been forced to be pulled there and I lost the more than 78 euros completely.
IN WHICH LAW AND GAMING REGULATIONS IS THAT LEGAL DETERMINED WHAT WAS DONE WITH WITH?
THIS WAS NOT AND IS NOT FAIR AND NOT A LEGAL REQUIREMENT THAT WAS JUST AN EVIL FUCKING GAME BY THIS CASINO.
I HAVE AT LEAST DOUBLE AND TRIPLE REWARDS ON ALL TWO.
I would AGREE with your suggestion and compromise, THANK YOU VERY MUCH.
THANK YOU FOR YOUR EFFORTS, EFFORTS, TROUBLE AND HELP.
Regarding question 2:
No, I'm by no means addicted to gambling, I never am, but I've been playing roulette since I was 20. I used to play roulette in real casinos, now I play small with small stakes in online casinos.
BUT I AM NOT ADDICTED TO GAMBLING.
Best regards
Tuncay K***
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1 year ago
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Dear Thomas
I cannot understand this behavior from these casinos at all.
One has it fully aimed at the small players.
They shouldn't be able to win or take anything with them, otherwise the whole world will fall apart.
In these casinos, 100 Euros 1000 Euros are used at a time and by several players at the same time.
In life, somehow and somehow, there is a kind of justice that we cannot understand.
They make a payment for 50-100 euros, such crap and devilry that doesn't fit under any more cowhide.
Then several people with a stake of 100 euros or 1000 euros hit who might not hit? and bring back some justice with punishment.
But the whole thing is of no use to those who have to bear the damage.
If you pay black money, it remains black money, no matter what black money you do.
If you convert 3-5 times, this black money should be pure.
HOW STUPID IS THAT?
HOW STUPID ARE WE THOUGHT?
HOW DOES THAT WORK ?
Black money is and remains black money even if you convert it a thousand times.
THIS IS ONLY TO PROTECT THE CASINOS SO THAT THE PLAYER CANNOT PAY OUT UNTIL THE VERY INTELLIGENTLY WRITTEN PROGRAM TRAPS TAP.
The whole thing is veiled with alleged money laundering prevention laws.
It certainly can and does be foisted on people with very low IQs, but in reality it is just a devil's trick and a devil's trap.
Black money is and remains black money regardless of whether it is implemented a hundred thousand times.
How is that supposed to get clean?
I hope I didn't burden you and your colleagues too much with this.
AGAIN MANY MANY THANKS IT IS GOOD THAT YOU ARE OTHERWISE YOU WOULD BE COMPLETELY HELPLESS AGAINST THESE PEOPLE.
Best regards
Tuncay K***
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1 year ago
Dear tuncaykaya57,
Could you please confirm once you have credited your balance with 51 EUR? So we can consider this case resolved.
Thank you both for your cooperation.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas
I wanted to let you know that I still haven't received any money at all.
Best regards
Tuncay K***
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1 year ago
Dear IceCasino,
Can you please update us once you credit the player with 51 EUR? I assume it was your offer in order to resolve this case.
Thank you.
Kind regards,
Tomas
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1 year ago
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Dear Thomas
I contacted Ice Casino's customer service because I was still not credited with the 51 euros I was awarded and received this reply.
Best regards
Tuncay Kaya
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1 year ago
Hello, tuncaykaya57
The amount has been credited onto your real money account. You may proceed with the withdrawal.
The gameplay limit as well as the deposit limit was applied. Should you need extra help with the gambling addiction - please kindly contact support.
Best regards
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1 year ago
Translation
Dear Thomas
I wanted to tell you that Ice Casino credited me with the 51 euros and also paid them out.
Thank you, your colleagues and casino guru.
Thanks very much.
Best regards
Tuncay Kaya
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1 year ago
Dear tuncaykaya57,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
