IceCasino - Player's withdrawal delayed and account access blocked.

Greetings, friends from Guru Casino. I am facing two issues on the Ice777casino.com website, where I won over 14.000,000 Colombian pesos. It has been more than 2 months, and the website has rejected my attempts to withdraw my winnings. Now the problem has escalated, as when I try to log in with my registered email and password, it appears as if my account is banned or asks me to reset the password. When I enter my email to receive the recovery link, I never receive it in my email. I urgently request your assistance with this matter. Attached are the proofs.

Dear Danilosantos7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with or without an active bonus? 

What was the casino's reason for rejecting your withdrawals?

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,

Tomas

Hello Danilosantos7

Can you please specify the disputed transaction IDs?

Since from our side, it looks like all was paid out.

Thank you!

Best regards, the Casino Curo team and representative of Ice Casino, I will upload each test corresponding to each question 1st) I started at ice casino on July 18, 2023 and I also attached my first deposit to the casino to play for $200,000

The only game I use on the platform is (ELVEN PRINCESS) I have attached proof of when I played and won accumulating more than $23,000,000 million Colombian pesos

All my withdrawals are only made to the SKRILL application where I only withdraw approximately $9,333,400 in Colombian pesos attached proof

Then the other withdrawals were rejected without any justification and I have sent emails to support but I have never received an answer why they do not allow me to withdraw my money

And now everything gets worse, the ice casino platform does not allow me to enter my account which seems even more sensitive or suspicious that I have allegedly been a victim of theft or something, I try to enter and it appears that my password is incorrect, so now I don't I have some possibilities to continue, and I press the button (forgot password) but I never receive the email or link to my email to make the respective modification

I would like to make it clear that I accept that other people can observe the information that I am attaching, the evidence that I am leaving attached, it seems very important to me that it be public knowledge so that other people who find themselves in this very distressing situation know what the way to go to solve it, having won and not having the opportunity to withdraw the money obtained and then even worse not being able to access your account or user, makes everything more complicated, I just hope that in these instances at least there is a light left for me and other people who may face similar cases, thank you very much

Dear Danilosantos7

We are here to assist you. Please specify the disputed transaction ID and we will investigate!

Kind regards

Best regards, representative of Ice Casino, could you please specify the process to verify the ID? Because there are several rejected withdrawal attempts, and the SKRILL application only allowed me to withdraw a maximum of $674,679 Colombian pesos, in total I managed to withdraw $9,333,400 Colombian pesos, and then all withdrawals were rejected as specified in the tests, perform a Withdrawal for the remaining 14 million is impossible because the platform does not allow it and neither does Skrill, for this reason I had to order a smaller amount to withdraw until I was able to withdraw the 23 million that I won, which has not been possible for me because of how I already explained the casino has rejected the withdrawals and also they do not allow me to enter my user saying that my password is invalid, I request a change and I do not receive an email and I write to support and they do not respond, it is too much unjustified NEGLIGENCE on the part of the casino, how I specified in the tests that I have attached, and all the rejected emails did not reach me, and now it is more complicated because I am sending emails to the Ice Casino support area but they do not respond and now they do not allow me to enter with my password, I request a password change for security and I don't get an email to change it either. Please, if you can help me to recover the account, the process would be easier for everyone. I stay tuned

Dear Danilosantos7

According to our records, you've successfully logged in 28.08.2023 10:46:51 (UTC)

The account is not blocked. If you are using the "password recovery" function, please make sure you check the SPAM folder.

If the issue persists, please speak to our support.

But as to the complaint - all is paid out.

Regards

No gentlemen from Ice Casino, it is impossible for me to have entered on that date since I have been trying to recover my account and it has not been possible since I presented this problem, I raised the complaint with support and they did not send me any response, therefore I contacted them from this complaint in casino guru and now from other instances receive help and advice from the gaming regulation commission COLJUEGOS in Colombia, from the department of regularization and complaints in the United States and for the European Union in this specific case in Cyprus nation Ice777casino gaming license registration - ICE Casino, operated by Brivio Limited, a company registered in the Republic of Cyprus with its registered office at Office 102, 12A Lekorpouzier, Limassol, Cyprus; under the registration number HE315596; and VAT number 10315596B Since the entity has not given a real solution to my complaint, I see myself in the obligation and rights that the law allows me to raise my request and complaint

Dear Danilosantos7

Did you know that the "password recovery" works automatically without any intrusion of support?

Meaning, that you whether did not check the SPAM folder or there is trouble with your e-mail.

Please feel free to speak to our friendly live support that is available at your disposal 24/7.

Kind regards

Dear Danilosantos7

We've checked your request. And looks like it's not a simple "password recovery issue", but you want to change the e-mail entirely. It will take some time due to the need of extra checks etc.

Thank you for your cooperation and patience.

Dear Danilosantos7

Was your issue resolved?

Regards

And so the days go by and they do not provide a solution to the underlying problem... only further hindering what they really have to solve

Dear Danilosantos7

We now do not understand your problem. Sorry.

Dear @Tomas, do you get an idea what the player wants?)

And it seems the player is confusing the things.

May we ask, what is the amount of the money you are asking about?

Kind regards

Dear Danilosantos7

We can confirm that there is zero on your balance. But there was zero on the balance even before the e-mail change request. Can you please clarify what money you are requesting?

Of course, we will investigate from which IP and device the request was sent, also will investigate the chat history and e-mail correspondence.

Kind regards

The security of the page is in your hands, how is it possible that more than 13 million Colombian pesos have been withdrawn and I have no idea where this money went, the worst of all is how so much negligence has been possible, but well it is It only takes a matter of time to understand what happened, why this has happened on your platform and what would be the most important thing is to improve that security system and give me my money.

Where was that money moved to? Under what authorization? You also have answers to answer... How was it possible that they stole that money? And the question you are asking seems absurd to me, because the money I am requesting is what you allowed one or some third parties to withdraw, all due to the negligence you have in solving the security problems, and in this specific case you are the only ones responsible

Dear Danilosantos7

Please kindly specify, which payment method was used for deposit?

Thank you!

Dear Danilosantos7

Thank you for cooperation. We are very interested to assist and help resolve your issue, thus teh questions may be repeated.

Some more questions:

1) Have you made only one deposit?

2) Were there any other deposit methods used?

3) Did you use any bonuses?

4) What is the name of the town you are playing at? Please list all the towns, where you remember playing from

5) What is the device you played from? Please list all the devices used

6) What is the last time you tried to access your account? What device was used? Can you tell the IP address of the device?

7) Can you please tell us your user agent of the device? (Simply enter "check my user agent" in google serach)

Thank you!

I apologize for the late response.

I appreciate both parties working towards finding solutions to the ongoing problems.

Dear Danilosantos7,

Kindly let us know the answers to the IceCasino representative's questions in order to work towards regaining access to your casino account and locating your funds.

I'll await your response.

I am traveling by road as soon as I arrived at my destination, I respond and send the test supports, thank you very much, but I have a doubt based on the IP address of the device, since if they ask me for the current one, I am in another city, and this one is supposed to be Does it change according to the Wi-Fi network where I connect? Or is it still the same?

How is the case supposed to proceed?

Dear Ice Casino representative,

Could you please explain your next steps in trying to resolve the player's issue?

We'll await your reply.

Dear Danilosantos7

Can you please confirm you DO NOT have and never used Skrill.

Thank you!

Regards

I do not understand the question well, I can confirm that I DID use Skrill, it was the option I used to make the first withdrawals and I attached the evidence, if they need it again I will attach it again, and it was only possible to withdraw $9,333 out of the 23 million. 400 Colombian pesos from the casino platform to Skrill then the rest began to be rejected, I don't understand why this question again when all the evidence has already been attached

Dear Danilosantos7

The reason we are asking, because previously you firmly stated, that you used bank card only!

Regards

I will have to upload everything again, because it seems they don't understand, the card used was only to DEPOSIT in the casino to start playing, and it was done only 1 time, and when the $23,000,000 was WON to WITHDRAW that money, only SKRILL was used in where it was possible to withdraw only $9,333,400, the rest was never withdrawn

Dear Tomas

Please kindly provide the e-mail address where we can send the detailed balance log, that includes player's withdrawals to Skrill.

Kind regards

Dear Danilosantos7

According to our records, the amount that you've withdrawn 15,078,971.00 COP (23 withdrawal transactions)

All withdrawn to your Skrill account.

Can you confirm?

Dear Tomas

We'd like to send you the detailed balance long that includes withdrawals and the gameplay.

Kind regards

Why don't they make it public? It's better for everyone...

Dear IceCasino representative,

please provide us with the evidence so we may review it. My email is tomas@casino.guru

I'll await your reply.

Dear Tomas

The e-mail was just sent.

Best regards

Thanks for the email.

I can see the request from the player to change the email address as the casino informed us earlier.

From the transaction records I can see the amount of withdrawals from 2023-07-26 06:37:43 to 2023-08-06 13:01:13 amounted to approximately 15 million COP in 23 individual transactions.

I can immediately see the withdrawal of the funds in the casino records are in different values of Colombian Pesos compared to those on the player's screenshots.

For example, the transactions I highlighted seem to be a different value, while in the casino's records, they are of the same value. (-674639 COP)

Dear IceCasino,

Could you please provide an explanation of the differences?

I'll await your reply.

Hello Tomas,

We checked the records and there was no commission applied from the Casino side.

The difference in COP may be caused by the exchange rate difference, since the money gets sent in USD/EUR and the target currency is COP.

Kindly see the exchange rate for COP: 1USD = ~4023,72 COP.

This explains the difference in COP.

Best regards

I really still don't understand why they don't make that information public for everyone, it has only been possible to withdraw towards SKRILL $9,333,400 COLOMBIAN PESOS when I was waiting for the rest the transactions were rejected, the casino allows you to withdraw a maximum of those average amounts as you can see in the screenshot that Tomas shared, and can you please verify in the screenshot that I attached in the evidence the dates of when they rejected the other withdrawals, if I had received all that money I would not be here alleging, I am a very transparent person, we are still here alleging and the casino They have not allowed me to enter the account, they have not allowed me to recover my account, but they did allow me to change the email to a person who we do not know who it is, and it is the casino's responsibility to allow this, because of them I do not have access to my user and obviously the money

I am sorry, for your trouble Danilosantos7.

The casino is not responsible for the currency conversion rates available on the market.

I checked the rest of the gaming history and can see the balance was reduced to 202189 COP on the 6th of August after your last withdrawal and after that played down as either a bonus or real money.

The casino provided us with a transcript of the request for a change of an active email address after providing personal information for verification.

Please let me know if there is information I overlooked, otherwise, we'll close the complaint.

I feel that no one has understood the case, I don't know how else to explain, that an email change was NEVER requested, only a password change was requested, no email change was NEVER requested from the email jotasantos0423@gmail.com, only password, the interest in changing the password is due to suspicion that the account was being stolen, I request a password change and they never send me the email to make said change, I request support and neither does it, and until the day I start the dispute here In casino Guru, I realize that apparently the casino page allowed the login email to be changed to someone other than me, the legitimate owner of the account, that seems irresponsible to me that the casino allows these types of modifications without realizing who is requesting it, therefore the withdrawals that were made after the $9,333,400 that I was able to withdraw were not me, it was the person who stole the account, the NEGLIGENCE for me to be able to recover my account is incredible, but for make an email modification to another person if they did it quickly, the casino should respond for their irresponsibility, it is today's date and they have not restored my account and obviously much less my money, the casino insists on sending 'evidence', but does not make it public, what transcript did the test casino send and from what email was that transcript sent? If I have NEVER written anything on my part to modify, how do I explain to them that THE ACCOUNT WAS STOLEN and the casino allowed another person to enter, modify data and steal the rest of my money, I ONLY MANAGED TO WITHDRAW $9,333,400 from the casino account to my official profile in SKRILL registered under the same email jotasantos0423@gmail.com, I can deliver my earnings to my profile in Skrill And you can verify that that was the only amount of money that could be withdrawn, the others were rejected, casino guru I can send you my password in SKRILL and you can verify that I certainly NEVER received more money, only the $9,333,400 that I shared in the tests, or tell me what I give you, but don't let that casino get away with it, If I had really withdrawn my money I wouldn't be here wasting time and handing out evidence

Dear Tomas,

We've checked with the PSP, they confirm that all the withdrawals were processed to this Skrill account:

Kind regards

It's impossible where they get that information from, I'm going to write to SKRILL at the support area so they can send a document certifying all the movements, deposits and transactions made in the account, I will attach the email sent to support and the respective responses, so we can clarify everything

Dear Danilosantos7,

from our point of view the winnings were paid out to your Skrill wallet which you confirmed earlier in the post.

"(...) la aplicación SKRILL sólo me permitía retirar máximo de a $674679 pesos colombianos, en total logré retirar $9.333.400 pesos colombianos"

According to the explanation from the casino representative, the amount you withdrew was subject to currency conversion, which caused your balance of 15 million pesos to be reduced.

Unfortunately, we cannot penalize casinos for differences due to currency value fluctuations in exchange conversions, as they are outside of the casino's influence.

Furthermore, according to the records of your gaming history, the rest of your balance was played down.

We believe the casino fulfilled all obligations they had towards your withdrawals.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of any more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

Best regards,

Tomas

Casino.Guru