The player from Germany tried to withdraw his winnings, but later he found out that all funds disappeared. The casino provided evidence indicating that the account was only used by the player, even on the day when winnings were lost. Therefore, we were forced to reject this complaint.
IceCasino - Player's winnings have disappeared.
Amount: €5,000
IceCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
IceCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I should contact you here regarding a win at ICECasino, which is not paid out by ICECasino.
A few weeks ago I won a total of 5000 euros with a real money deposit of 100 euros. The KYC check was successful and each time the withdrawal request was simply rejected by the casino. No reason. The support is no longer available for me - they keep me on hold for hours on purpose.
I just logged back into the casino and the €5,000 has completely disappeared from my account. An amount of €5.95 is only displayed. I assume the casino deleted this. I can submit screen shorts of my earnings and account if you need anything on this. Otherwise you can also see this via the General Data Protection Regulation - winnings/stakes/etc - but I have to apply for this at the casino.
I wasn't able to contact the licensing authority in Curacao - I didn't get an answer to my inquiries about this - I'm now assuming it's a non-serious licensing authority!
It would be great if you can help me here.
Automatic translation:
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2 years ago
Dear Mike1986,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Do I understand correctly that you have not received any explanation regarding this situation? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Hello Mike1986
We've checked your gaming log. It looks like the disputed amount was gamble on game "wanted dead or a wild" by Hacksaw game provider on 06.05.2022.
Please refer to "Game transactions" within your profile.
Thank you!
Kind regards
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2 years ago
Translation
Hello,
I gave my winnings of 5,000 euros to you twice for payment and twice it was rejected without a reason.
When I asked in your live chat, I kept waiting and never got an answer. I even used the e-mail function to ask for feedback as to why my withdrawal request was canceled again and again.
When I look at the ratings of your casino here, nothing surprises me anymore. You are not a reputable casino. What is happening here is "FRAUD" - willful FRAUD!!!!
Sw... like you should be sent straight to war in Russia. Antisocial mafia shit what you pull here with honest people!
By the way, I haven't been online in your casino for over 3 weeks - only after I recently pointed out to Casino Guru what kind of scam is being deducted here and I took screenshots of my account. The 5,000 euros are missing from my account.
Even deducting 100 euros from the player after a long period of offline time is illegal.
Should Russia use nuclear weapons, then please go to this rude, anti-social casino!
Automatic translation:
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2 years ago
Hello everyone,
Thank you for your reply, IceCasino. Do I understand correctly that the player has lost these funds? Could you please forward supporting evidence to kristina.s@casino.guru? Thank you.
Mike1986, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language.
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2 years ago
Translation
The proof has just been provided! I would also like to see the documents - since I have not touched the 5,000 euros in my own account, I would like to see the fake documents from ICECasino.
In addition, I would like to have my complete data protection information from ICECasino. Have emailed all transactions and game history so I can turn this over to my attorney for fraud and offering gambling on the German market which is illegal in Germany. Then my lawyer can fight with you because of criminal activities!
Automatic translation:
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2 years ago
Thank you very much, IceCasino for your email. Could you please also forward the player's history and the authorization journal (logs showing from which IP addresses players accessing their accounts) to kristina.s@casino.guru? Thank you very much in advance.
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2 years ago
We have received the evidence supporting the casino's claims. All sign-ups have always been from the same devices, from the day of registration to the day when the winnings were lost.
Mike1986, I am sorry, but at this point, it is close to impossible to prove that these winnings were lost by someone else. We would really like to help, but it is very difficult in cases like this one. You can always try contacting the licensing authority and maybe they will be able to investigate this matter further.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
