IceCasino - Player suffers losses due to bonus activation.

Before activating a bonus, the withdrawal amount is quite high. After activating the bonuses, the withdrawal amounts literally change! That's why I lost a lot of money

Dear sylviabezerradacruz,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with IceCasino. I’m afraid I will need more information regarding your problem. Please could you elaborate? 

• Which bonus have you activated and played?
• Has the casino confiscated any balance from your account?
• Have you contacted casino support regarding the issue? With what result?
• Could you please explain the discrepancy in the withdrawal amount and why it led to your loss of money?

I will be waiting for your reply patiently.

Best regards,

Tomas

Good morning

Before activating the bonus the withdrawal is 500 euros and after activation it goes to 75 euros?? And I'm winning something and when it reaches the bonus value for real balance, they just let me keep the 50 euros! I spoke to someone at the casino who also told me that something was wrong.

Good morning, to answer your question, I activate several bonuses per day, I send some in attachment where you can see that before activation I see the maximum value is 500 eur so do I activate the correct bonus? But when deposits are made I see the maximum withdrawal goes to just 75 or 100 euros. I spoke to someone on the site and he also mentioned some kind of mistake but it quickly escaped. That's why I never won anything again, so if I'm earning 500 euros and the dunh changes to real and they put 50 euros in there and take the 500 euros out of me. That's when I started to realize something

They sent me an email this morning but I still don't understand

Thanks for your explanation.

Please let me explain what I believe is a simple misunderstanding. I apologize if there is any inconsistency in the translation to Portuguese.

The 'maximum cashout' and 'maximum bonus' should be considered separately.

• 'maximum bonus'

When you accept a bonus from the casino 'maximum bonus' is relevant for you as it will tell you the maximum amount the casino will contribute to your bonus balance

Example:

100% bonus up to 500€ -> The maximum bonus is 500€, no matter how much you deposit, the maximum contribution to your initial balance will be 500€ in bonus money

• 'maximum cashout'

When you attempt to withdraw your winnings 'maximum cashout' is relevant information for you: It will tell you the maximum payout from the casino you can receive in real money on your bank account after you complete the wagering requirements of the bonus.

Example:

5x bonus amount -> the maximum you can withdraw from a bonus directly depends on the initial contribution of bonus money from the casino. If the casino contributed, for example, 25€ to your balance initially as bonus money, you will be able to withdraw 125€ after you complete the wagering of the bonus, with an amount above 125€ will be forfeited.

Please let me know if there is any other information I overlooked or if you need further assistance.

I understood your explanation. Thank you very much for your attention.

No problem, sylviabezerradacruz

I'll now close the complaint as rejected.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.