ICE36 Casino - O jogador está insatisfeito com o cassino.

This casino is a diaper, they don't pay, don't waste your time and money.

Esse cassino é uma fralda, eles não pagam não percam o tempo e o dinheiro de vcs.

Dear rayanep522,

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

Do I understand correctly you have an active withdrawal request in the casino?

I will be waiting for your reply patiently.

Best regards,

Tomas

Good morning, I have already sent all the requested documents and even so they do not give me the option to withdraw, I confess that I am already scared because no casino has ever asked for the documents that this casino asked for and even so I sent them

Bom dia, já enviei todos os documentos solicitados e mesmo assim não me dão a opção de sacar, confesso que já estou e com medo pq cassino nenhum nunca pediu os documentos que esse cassino pediu e mesmo assim eu enviei

Guys, I've already sent so many documents that I don't know if you want which one is missing

Gente eu já mandei tanto documento que eu não sei se quer qual é o que está faltando

Hi Rayane,

I have checked this and see the ID you sent over to us was expired and we need a copy of a valid photo ID in order to verify the account.

Once this has been verified, the restrictions will be lifted and you will then be able to request a withdrawal.

In the meantime, there are options in order to restrict your account to protect your funds while you are waiting for them, please head over to the responsible gaming area of your account to check these.

Thanks for understanding.

Good morning! I sent the photo of my RG now

Bom dia! Enviei a foto do meu RG agora

I sent the photo of my Rg and they said they couldn't validate it, then I sent my passport and the message was almost instantaneous that I couldn't validate my document again, since all the requested information is there, I'm going to the police station to file a report to have them overturn this platform that in my view is acting in bad faith

Enviei a Foto do me Rg e disseram que não conseguiram validar, depois enviei meu passaporte e a mensagem foi quase que instantânea de que não podia validar meu documento de novo sendo lá tá todas as informações solicitadas, eu vou na delegacia fazer uma ocorrência pr derrubarem está plataforma que ao meu ver está agindo de má fé

Hi Rayane,

I have checked again and the Passport had the edges cut from the picture. If the passport is valid, please upload a new picture with all edges and information showing in order for it to be verified.

Thanks for understanding

I sent it again, but I will check to make sure they are not cloning my documents

Enviei novamente, más farei uma ocorrência para garantir que não estão clonando meus documentos

Hi there,

I see from your account you have now been verified and have managed to request your withdrawal.

We aim to process all withdrawals quickly, but it can sometimes take a little longer as this still depends on the checks and verification done by our payments team, the win need to be verified and this can take longer for higher amounts.

There is nothing to worry about as it’s a standard process. Upon successful review and completion, you will receive an email accordingly to let you know it's been done. 

Thanks for your cooperation

Thanks for your reply to both parties.

Dear rayanep522,

Please let us know when your withdrawal is complete and the money reaches you.

I'll wait for your reply.

Surely, as soon as everything is resolved I'll come here to talk if it worked, thanks for the support.

Com toda certeza, assim que tdo se resolver eu venho aqui falar se deu certo, obrigado pelo apoio.

I've never seen a worse platform than this one, the impression I have is that it's a scam and that all they really want is our information, my withdrawal, which was R$13,500, turned to R$600.00 and now they're canceling those measly R$600, I'd like to know what is the justification?

Eu nunca vi plataforma pior do que essa, a impressão que tenho é de que é uma fralde é que só querem mesmo são nossas informações, meu saque que era de R$13.500 virou R$600,00 e agora tão cancelando esses míseros R$600, gostaria de saber qual é a justificativa?

Hi There,

I checked and see your original withdrawal of R$13,500 was canceled as you won breaching our bonus policy. You were sent an email about this. Our bonus policy states:

While making bets to wager any deposit bonus/offer (free or deposit) or bonus credited for free spin winnings, the maximum bet permitted is 10% (min 0.10) of the bonus amount or 5 (eg, 5 EUR, 5 GBP) (the lower amount applies). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name).

As an exception and goodwill gesture, it was decided to process R$600.00 withdrawal and I can see this amount was sent to you successfully.

For future bonuses, you should be aware of the bonus terms and play according to the bonus policy at all times.

https://www.ice36.com/bonus-policy/

Thanks for understanding.

Good morning! This amount did not reach my account.

Bom dia! Esse valor não chegou a minha conta.

Hi There,

The funds have been sent by bank transfer, please allow 2-7 business days for these to reach you due to bank standards.

Thanks

Thanks, both parties for the update.

Dear rayanep522,

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

Also, please let us know when the withdrawal reaches your bank account or if you need any further assistance.

Look, I made the deposit, I won the free spins that they gave me and at no time did I bet a higher amount, even because the platform doesn't allow it like all the others, this platform is simply misleading, I even made 20 thousand on it and I did a rollover of any bonus they had given me, but in the end, I just don't play anymore and I don't recommend it to anyone, not to mention that they ask for so many documents that I even had to file a complaint online, so that no one misuses them

olha eu fiz o depósito ganhei as rodadas grátis que eles me deram e em momento algum apostei valor mais alto, mesmo pq a plataforma não deixa como todas as demais, essa plataforma é enganosa simplesmente isso, eu cheguei a fazer 20 mil nela u fiz rollover de qualquer bônus que eles tinham me dado, más em fim simplesmente não jogo mais e nem recomendo pr ninguém, sem falar que eles pedem tanto documento que tive até que fazer uma ocorrência on-line, pr que ninguém faça mau uso deles

Could you please let me know if your withdrawal of 600 BRL was complete after all?

Do I understand correctly you don't wish for us to assist you with the max bet rule issue?

No amount fell into my account, I sent you to your email the game and the amount that was bet

Não caiu valor nenhum em minha conta, eu te mandei no seu e-mail o jogo e o valor que foi apostado

The best thing is the deposit goes down in seconds, now a withdrawal is a struggle

O melhor é que o depósito cai em segundos, agora um saque é uma luta

Thank you for your email.

I am afraid I'll need a more complete game history or at least the specifics of how much you deposited and what bonus you redeemed.

You can usually access your game history in your casino account or request a complete record of your game history from a specific period from the casino support.

I'll look forward to your reply.

Tomas, thanks for your attention, but I won't even bother to send this history, because if I don't want to pay even 600, imagine 13,000

Tomas obrigado pela atenção, más não vou me dar nem o trabalho de enviar esse histórico, pq se não tão querendo pagar nem 600 imagine 13.000

I am sorry but without the information our options to help you are limited.

Could you please let me know if the withdrawal the casino processed reached your bank account already? I'll await your reply.

Good morning! No, the withdrawal never landed in my account

Bom dia! Não, o saque nunca caiu em minha conta

Thank you very much, rayanep522, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you rayanep522 for providing us with all the information. I hope we'll be able to resolve this issue together.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you!

Hi There,

Please note that the withdrawal can take 2-7 business days to reach you and it was processed on the 15th of July.

If for any reason you have not received the funds by the close of business tomorrow, please send an official bank statement showing all transactions from the 15th of July to the present day, by email to support@ice36.com and we will investigate this further for you.

Thank you for understanding.

Only if I was too crazy to send any more documents to a platform with no confidence at all 😂😂😂 this platform has already asked for documents that no other has ever asked for, they're going to hit another one

Só se eu fosse muito doida pr enviar mais algum documento pr uma plataforma sem confiança nenhuma 😂😂😂 essa plataforma já pediu documentos que nenhuma outra já tenha pedido, vão dar golpe em outro

Hey there,

Please can you confirm if you have now received these funds.

Please note that if for any reason the funds did not reach you, you will need to send an official bank statement from the date the withdrawal was processed up until the present day to allow us to be able to investigate this.

Thanks for understanding.

Good morning! No, the loot never dropped

Bom dia! Não, o saque nunca caiu

I will not send any extracts, ask them to send proof of deposit I will not send any more documents to this platform that has proven to be unreliable

Não vou enviar nenhum extrato, peça pr eles enviarem o comprovante de depósito eu não envio mais nenhum documento pr essa plataforma que demonstrou não ser de confiança

Hi There,

I understand, however, in order to be able to investigate, our payments team requires a bank statement showing all transactions as proof you did not receive these funds.

Please kindly send this to support@ice36.com at your earliest convenience to prevent further delay.

Thanks for understanding

Dear rayanep522, I would advise you to provide the required bank statement to the casino as your data is protected as per casino's Privacy Policy as you can see here:

Please note that all our employees are regularly trained in matters related to information security, and they must comply with confidentiality obligations and internal policies and procedures whenever handling your information.

Hope that helps!

I'm not going to do that, if you want to believe me well, if not amen there's no need for me to lie about it, I play in every casino in Brazil and that never happened, ask them for the deposit slip, who has it what to explain and the platform, after all they are the ones who get burnt film when this kind of thing happens, I already thought it was absurd to have to send a photo of my passport, which guarantees me that they are not trying to scam me? I don't send anything else to you, if the value falls into my account, I'll come here to inform you.

Eu não vou fazer isso, se quiserem acreditar em mim bem, se não amém não tem precisão nenhuma de eu mentir a respeito disso, jogo em tdo que é de cassino no Brasil e isso nunca aconteceu peçam pr eles o comprovante de depósito, quem tem que se explicar e a plataforma, afinal são eles que ficam com filme queimado quando esse tipo de coisa acontece, já achei um absurdo ter que enviar foto do meu passaporte, o que me garante que não estão querendo me dar um golpe? Não envio mais nada pr vcs, caso o valor caia na minha conta eu venho aqui informar.

Hi There,

Please note that the withdrawal has failed and funds were returned back to us with the reason given "Bank account is closed".

We have credited the money back to your real money balance so you can place a new withdrawal request.

Please be sure to enter the correct details before placing a new withdrawal request.

Thanks for understanding.

How absurd 😂😂😂😂 my account is not closed, every day a different excuse

Que absurdo 😂😂😂😂 minha conta não está encerrada, cada dia uma desculpa diferente

Hi There,

This may mean you entered the incorrect bank details when you requested the withdrawal.

As mentioned above, the funds are in your real money balance and you will need to request a new withdrawal and make sure all details are correct when you enter them in order for the withdrawal to be successfully processed.

Thank you for your cooperation.

Good morning! Today the amount in my account dropped, I was already disillusioned but it dropped and the funny thing is that I put the same in an account they said was closed 😏

Bom dia! Hoje caiu o valor em minha conta, eu já tava até desenganada más caiu e o engraçado é que coloquei o mesmo num de conta que eles disseram que tava encerrada 😏

Dear rayanep522,

I'm glad to hear that your issue has been resolved successfully. Do you require any further assistance or can we mark this complaint as resolved? Thank you in advance!

Dear rayanep522,

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.

Dear rayanep522,

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,

Peter