IceBet Casino - Os ganhos de bônus do jogador foram reduzidos.

Hello,

I don't know if I'm too stupid to understand this, but somehow I feel a bit betrayed.

Had a €70 bonus with 35x wagering requirements. I then managed to convert this thanks to a larger win of around 1000 euros.

After the money was spent and, as is always the case, you keep playing a bit, I was at around 2500 euros.

So already requested 1200 for payment.

Verification on the site was already done, but countless documents were requested by the finance department, which I then sent (incl. a selfie on which I had to hold up a sheet of paper with icebetcasino and the date on it, never experienced at another casino)

So we played a little further and pushed the total amount to 4040 euros. So balance of 2840 and 1200 pending in payout. Play around with the 40 euros and let it be.

This morning I'll take a look to see if anything has happened with the payout, since you can only pay out 3x400 max.

Then came the shock. Withdrawals were canceled and I had a balance of 1125 euros.

No email received nothing about it. When I asked in the chat, the answers I pinned came.

But since the bonus had long been wagered when I won really big, I just don't understand it.

maybe i'm just too stupid

Kind regards

Marco

Hallo,

ich weiß nicht ob ich zu blöde bin um das zu verstehen, aber irgendwie fühle ich mich mich etwas betrogen.

Hatte einen 70 Euro Bonus mit 35x Umsatzbedingungen. Diesen hatte ich dann auch geschafft dank eines größeren Gewinn bei etwa 1000 Euro umzusetzen.

Nachdem das Geld umgesetzt war und wie es immer so ist man noch ein bisschen weiterspielt war ich bei etwa 2500 Euro. 

Also schonmal 1200 zur Auszahlung beantragt. 

Verifizierung auf der Seite war schon erledigt jedoch wurden noch unzählige Dokumente von der Finanzabteilung angefordert die ich dann auch zugeschickt habe( ink. eines Selfies auf dem ich ein Blatt hochhalten musste auf dem icebetcasino und das Datum stand, noch nie erlebt bei einem anderen Casino)

Also noch ein bisschen weitergespielt und den Gesamtbetrag auf 4040 Euro gepusht. Also Balance von 2840 und 1200 ausstehend in der Auszahlung. Die 40 Euro noch verspielt und es gut sein lassen.

Heute morgen gucke ich rein ob sich schon was bei der Auszahlung getan hat,da man ja immer nur 3x400 Max auszahlen kann.

Da kam der Schock. Auszahlungen waren storniert und ich hatte eine Balance von 1125 Euro.

Keine email nix dazu erhalten. Auf Nachfrage beim Chat kamen die Antworten die ich angeheftet habe.

Da der Bonus aber längst umgesetzt war, als ich richtig groß gewonnen habe,verstehe ich das einfach nicht.

vlt. bin ich einfach zu blöde

Mit freundlichen Grüßen 

Marco

Dear marcosanchezlieftink,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you redeemed any promotional offers from this casino in the past? Do I understand correctly that the only reason to confiscate your bonus winnings seems to be that you haven't requested a withdrawal right after completing bonus wagering, but instead, you continued playing?

Additionally, if there is any other 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 in advance for your reply.

Best regards,

Kristina

Hello Kristina,

no, I didn't use a bonus before.

That is exactly the case. Since I didn't cash out immediately, the bonus would have supposedly reset every time.

At least that's how I understand it, as I said, I can hardly see through it myself because it's totally vague and confusing.

Even if it were only a maximum win of 25xBonus that you can withdraw, it would be 1750 and not 1125 euros since the bonus was 70 euros.

The casino's payout behavior is also borderline. I have now received a payout plan for the 1125 euros (never heard of anything like that before), I add.

Maybe I should make my deposit in installments in the future. 😉

Thanks in advance for the answer.

Hallo Kristina,

nein vorher habe ich keinen Bonus genutzt.

Genau das ist der Fall. Da ich nicht sofort ausgezahlt habe,hätte sich der Bonus angeblich jedesmal wieder zurückgesetzt.

So verstehe ich das jedenfalls,wie gesagt ich blicke da selber kaum durch weil das total schwammig und verwirrend ist.

Selbst wenn es nur ein maximal Gewinn von 25xBonus wäre den man auszahlen darf,wären es 1750 und nicht 1125 Euro, da der Bonus 70 Euro war.

Das Auszahlungsgehabe des Casinos ist auch grenzwertig. Für die 1125 Euro habe ich jetzt einen Auszahlungsplan erhalten ( noch nie gehört sowas.),füge ich an.

Vielleicht sollte ich in Zukunft meine Einzahlung auch in Raten machen. 😉

Danke schonmal für die Antwort.

Thank you very much marcosanchezlieftink for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina 🙂 I hope so too ✌🏻

Dankeschön Kristina 🙂 Das hoffe ich auch ✌🏻

Hello, marcosanchezlieftink,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite IceBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear IceBet Casino Team,

Could you please clarify the situation and provide us with an explanation for the player's issue? What exact bonus offer we are talking about in this case? How was the player informed about the fact that he had to withdraw the funds right after meeting the wagering requirements?

Thank you in advance for providing the information.

Hello,

I am very pleased that you are being looked after and supported so nicely here.

But when I look at the last cases, I assume that the casino prefers to work on its deteriorating reputation instead of looking for solutions to satisfy the player.

In fact, the wagering requirements are very poorly worded and even if they are worded the casino will just go and interpret them in a way that suits you.

The bonus money was fully implemented and therefore my money.

Then when I play with my money there can be no win cap, it's just cheating.

If the casino wants to accommodate me to some extent, I would like to have at least the 25x bonus (70 euros).

That means 1750 euros and not 1125 euros.

Of course, if you want to be fair and want to change something about your bad reputation, pay me back the full amount I'm entitled to, namely 2775 euros.

In the hope that an amicable settlement can be reached. I'm open to everything.

Kind regards.

Hallo,

das freut mich sehr das man hier so nett betreut und unterstütz wird.

Wenn ich aber die letzten Fälle so betrachte gehe ich davon aus, das das Casino lieber an seiner immer schlechter werdenden Reputation arbeitet anstatt nach Lösungen zu suchen den Spieler zufrieden zu stellen.

Fakt ist die Umsatzbedingungen sind sehr schlecht formuliert und selbst wenn Sie formuliert sind geht das Casino hin und legt diese grade so aus wie es für Sie passt.

Das Bonusgeld war komplett umgesetzt und somit mein Geld.

Wenn ich dann mit meinem Geld spiele kann es keine Gewinnobergrenze geben, das ist einfach nur Betrug.

Wenn das Casino mir einigermaßen entgegenkommen will möchte ich mindestens die 25xBonus(70 Euro) haben.

Das heißt 1750 Euro und nicht 1125 Euro.

Wenn Sie natürlich fair sein wollen und etwas an ihrem schlechten Ruf ändern wollen,zahlen Sie mir meinen kompletten Betrag wieder gut der mir zusteht, nämlich 2775 Euro.

In der Hoffnung das es zu einer einvernehmlichen Klärung kommt. Bin für alles erstmal offen.

Kind regards.

Dear marcosanchezlieftink,

If we are talking about a welcome bonus, the maximum withdrawal amounts are stated in the casino's bonus terms and conditions and those are clearly fixed, according to the received bonus amount. But, if the wagering requirements were already met and then you played with real money balance, it does not matter, the mentioned rule 3.7 should not have been applied in this case.

However, I would like to wait for the casino's response.

Dear marcosanchezlieftink.

We have reviewed your complaint in detail.

Here are the details of your situation.

2022-04-10 16:28 you made a deposit of 35EUR and received a welcome bonus on your third deposit of 200% (70EUR)+200 FS in Deadwood slot.

After losing the amount of your deposit you activated the bonus 2022-04-10 17:29:17 and started betting in games already with the bonus funds.

2022-04-10 22:06 you successfully wagered your third deposit bonus. At the moment of wagering a third deposit bonus you had 1122 EUR on your bonus balance and this exact amount was converted into real money.

Next 2022-04-10 22:08:26 you have successfully wagered the bonus that you received from the Deadwood slot freespins for your third deposit. The amount of bonus you won was 3.27EUR.

After that, you continued to make bets in the games.

At the moment of your withdrawal request, the financial department has written off the amount of funds which was higher than the amount of bonus at the moment of wagering.

Debiting was carried out in accordance with the paragraph of the rules:

3.7. In case of successful completion of the bonus wager, customers could withdraw the amount of winnings that were at the time of the bonus release. However, no more than the maximum withdrawal amount according to the particular bonus rule. As soon as the bonus money would be converted to real funds, customers will be able to withdraw the exact amount of the converted funds if it does not exceed the maximum withdrawal limits. 

All further winnings from the converted funds of the completed bonus wager will be written off the withdrawal procedure.

Then you were informed by the financial department, that you can withdraw only 1125,77(1122+3,27)EUR.

This means that according to the rules of the welcome bonus player can withdraw only the amount which was in the bonus balance at the time of wagering/release of the bonus. The remaining funds are subject to write-off.

As we see the amount of 800EUR has already been withdrawn to your bank account. In the near future, the remaining funds will also be withdrawn to your bank account.

To summarize, you can understand that all actions in relation to your account were made strictly within the rules of our casino, which you agreed to at the time of registration.

Doesn't change the fact that the max amount is 35xBonus(70) Euro and that's 1750 Euro.

Ändert nichts daran das der Max Betrag 35xBonus(70) Euro ist und das ist 1750 Euro.

There is also the fact that the bonus was already fully implemented. That means I won with real money. I've never heard of getting anything deducted from it.

I never received an email.

I only found out later from support when I asked where my money went. Nor was I informed that I had to pay out the amount and was not allowed to continue playing.

After converting to real money, I continued to play for several hours and won.

Strangely, it's only a problem when I want to pay out.

You know full well that this is cheating.

You don't have such a bad reputation for nothing.

So don't write anything about fair gambling here, that's offensive.

Regarding the payout, I only noted that your behavior regarding payouts is borderline, not that I didn't receive any.

A world of difference.

I still hope that there will be a fair arbitration here and that you will reconsider your behavior a little.

kind regards

Ebenfalls kommt noch hinzu das der Bonus bereits komplett umgesetzt war. Das heißt ich habe mit Echtgeld gewonnen. Noch nie gehört das man davon etwas abgezogen bekommt.

Eine Email habe ich nie erhalten.

Ich habe es dann erst später vom Support erfahren,als ich gefragt habe wo mein Geld hin ist. Genausowenig wurde ich darauf hingewiesen das ich den Betrag auszahlen muss und nicht weiterspielen darf.

Nach der Umwandlung in Echtgeld habe ich noch mehrere Stunden weitergespielt und gewonnen.

komischerweise ist es dann erst ein Problem wenn ich auszahlen will.

Ihr wisst ganz genau das das Betrug ist.

Nicht umsonst habt ihr eine dermaßen schlechte Reputation.

Also schreiben Sie hier nichts von faires Glücksspiel,dass ist beleidigend.

Bezüglich der Auszahlung habe ich nur angemerkt das euer Verhalten in Bezug auf Auszahlungen grenzwertig ist, nicht das ich keine erhalten habe.

Ein himmelweiter Unterschied.

Ich hoffe immer noch das es hier zu einem fairen Schiedsspruch kommt und ihr euer Verhalten ein wenig überdenkt.

kind regards

Dear IceBet Casino Team,

Was the player informed about the fact he has to withdraw all of his winnings right after meeting the bonus's wagering requirements, please? If yes - when and how? And could you please provide me with the evidence supporting that the player was fully informed about this fact?

Rule 3.7 does not say the player has to withdraw the winnings right after the wagering requirements have been met, or that he cannot play with them as real money. You also wrote - "As soon as the bonus money would be converted to real funds, customers will be able to withdraw the exact amount of the converted funds if it does not exceed the maximum withdrawal limits."

If the bonus is converted to real funds, why this rule is applied, please? Since the wagering requirements have been met, we talk about real funds, not about bonus money anymore.

Dear Branislav.

All actions with regard to the player marcosanchezlieftink were carried out strictly on the basis of the established rules, which the player agreed to at the time of registration and undertook to comply with.

 Rules and conditions of the welcome bonus at our casino is not hidden from anyone and are described in detail in the section "Promotion".

The player received a bonus on his first deposit. The bonus was wagered exactly on the bonus funds. 

As stated above, after the funds were written off, the player was informed by the financial department about the write-off of funds through a message to his e-mail.

Restrictions on winnings and withdrawals from the welcome bonus are specified in paragraph 3.7. 

3.7. In case of successful completion of the bonus wager, customers could withdraw the amount of winnings that were at the time of the bonus release. However, no more than the maximum withdrawal amount according to the particular bonus rule. As soon as the bonus money would be converted to real funds, customers will be able to withdraw the exact amount of the converted funds if it does not exceed the maximum withdrawal limits. All further winnings from the converted funds of the completed bonus wager will be written off the withdrawal procedure.

This rule clearly informs players that all monetary (real) funds that a player wins over the amount of converted bonus will be deducted. Also, rule 3.7 informs that the player can not withdraw from the casino an amount higher than the converted bonus amount.

We would like to inform you that withdrawal requests of marcosanchezlieftink for 1125EUR were successfully processed by the financial department.

Based on all of this, you can understand that all actions with regard to the player's account were made strictly regulations of our casino and the player has successfully received his winnings. 

The player received a bonus on his first deposit. The bonus was wagered exactly on the bonus money.

This wasn't my first deposit though, so that's bullshit.

We would like to inform you that withdrawal requests from Marcosanchezlieftink for 1125 EUR have been successfully processed by the finance department.

I don't like to repeat myself, I didn't dispute this either, I just noted that the payment process, which took a total of 1.5 weeks, is a bit borderline for 1125 euros.

As mentioned above, after the funds were written off, the player was informed of the funds writing off by the finance department through a message to his email address.

I got exactly 2 emails from the finance department for further verification (at that point my full winnings were still in my account and have been for more than a day, played with the money for a whole evening after the bonus was wagered, so much to the strict observance of the rules)

Then I received an email again about the payout plan for the remaining money that was not stolen from me.

As you can see above, I only received the information why the funds were stolen when I wrote to support.

I was never warned, my balance was simply reduced without comment when I wanted to pay out.

Winning restrictions and withdrawals from the Welcome Bonus are specified in paragraph 3.7.3.7. In case of a successful completion of the bonus wagering, customers can withdraw the winning amount that was available at the time the bonus was released. However, no more than the maximum withdrawal amount according to the respective bonus rule. Once the bonus money is converted into real money, customers can withdraw the exact amount of the converted money if it does not exceed the maximum withdrawal limits. Any further winnings from the converted balance of the completed bonus wager will be written off in the withdrawal process.

This rule clearly informs players that any monetary (real) funds a player wins over the converted bonus amount will be deducted. Also, rule 3.7 informs that the player cannot withdraw more than the converted bonus amount from the casino.

Unfortunately, there is a mistake in your system to cheat people 😉 I didn't use a welcome bonus but an existing customer bonus.

Had made multiple deposits before, so I wasn't eligible for a first deposit bonus at all.

As I said, the only thing you can refer to is that I'm not allowed to pay out more than 35x my bonus. Only then do you still owe me 1325 euros.

70 euros bonus times 35x are 2450 euros. Minus the already paid 1125 euros are 1325 euros.

If you insist on not paying me the full 4000 then pay at least the full 2450 euros that are set according to your great precise regulation.

In the hope that someone from IceBet who makes sensible customer-oriented decisions will finally answer here.

Look at your reputation.

Here you have a chance to make up at least a little of it with a correct decision.

By the way, this page was the first one I saw when I was looking for problems with casinos, so I wouldn't underestimate it.

You won't gain many players that way.

kind regards

Der Spieler erhielt einen Bonus auf seine erste Einzahlung. Der Bonus wurde genau auf das Bonusgeld gesetzt.

Dies war jedoch nicht meine erste Einzahlung also ist das schonmal Blödsinn.

Wir möchten Sie darüber informieren, dass Auszahlungsanträge von Marcosanchezlieftink für 1125 EUR erfolgreich von der Finanzabteilung bearbeitet wurden.

Ich wiederhole mich ungern auch dies habe ich nicht bestritten sondern nur angemerkt das das Auszahlungsverfahren welches insgesamt 1,5 Wochen gedauert hat, für 1125 Euro ein bisschen grenzwertig ist.

Wie oben erwähnt, wurde der Spieler nach der Abschreibung der Gelder von der Finanzabteilung durch eine Nachricht an seine E-Mail-Adresse über die Abschreibung der Gelder informiert.

Ich habe genau 2 Emails bekommen von der Finanzabteilung die zur weiteren Verifizierung ( zu diesem Zeitpunkt war noch mein kompletter Gewinn auf meinem Konto und das auch schon seit mehr als einem Tag,habe einen ganzen Abend mit dem Geld gespielt nachdem der Bonus umgesetzt war,soviel zu der strikten Einhaltung der Regeln)

Dann habe ich erst wieder eine Email erhalten über den Auszahlungsplan über das verbliebene Geld was mir nicht gestohlen wurde.

Die Information warum die Gelder gestohlen wurden,habe ich wie man oben sieht erst erhalten als ich den Support angeschrieben habe.

Gewarnt wurde ich zu keinen Zeitpunkt,mein Guthaben wurde einfach kommentarlos gekürzt als ich auszahlen wollte.

Gewinnbeschränkungen und Auszahlungen vom Willkommensbonus sind in Absatz 3.7 angegeben.3.7. Im Falle eines erfolgreichen Abschlusses des Bonuseinsatzes können Kunden den Gewinnbetrag abheben, der zum Zeitpunkt der Bonusfreigabe vorhanden war. Jedoch nicht mehr als der maximale Auszahlungsbetrag gemäß der jeweiligen Bonusregel. Sobald das Bonusgeld in echtes Geld umgewandelt wird, können Kunden den genauen Betrag des umgewandelten Geldes abheben, wenn er die maximalen Abhebungslimits nicht überschreitet. Alle weiteren Gewinne aus dem umgewandelten Guthaben des abgeschlossenen Bonuseinsatzes werden im Auszahlungsverfahren abgeschrieben.

Diese Regel informiert die Spieler eindeutig darüber, dass alle monetären (realen) Geldmittel, die ein Spieler über den Betrag des umgewandelten Bonus gewinnt, abgezogen werden. Außerdem informiert Regel 3.7 darüber, dass der Spieler keinen höheren Betrag als den umgewandelten Bonusbetrag aus dem Casino abheben kann.

Da ist nur leider der Fehler in eurem System die Leute zu betrügen 😉 Ich habe keinen Willkommensbonus in Anspruch genommen sondern einen Bestandskundenbonus.

Hatte vorher schon mehrfach eingezahlt,also war ich überhaupt nicht berechtigt einen Bonus zur Ersteinzahlung in Anspruch zu nehmen.

Wie gesagt das einzige worauf ihr euch berufen könnt das ich nicht mehr als 35x meines Bonus auszahlen darf. Nur dann schuldet ihr mir noch 1325 Euro.

70 Euro Bonus mal 35x sind 2450 Euro. Minus die bereits ausgezahlten 1125 Euro sind 1325 Euro.

Wenn ihr darauf besteht mir nicht die vollen 4000 auszuzahlen dann zahlt wenigstens die vollen 2450 Euro aus die nach euren tollen genauen Regulation festgelegt sind.

In der Hoffnung hier antwortet endlich mal jemand von IceBet der vernünftige kundenorientierte Entscheidungen trifft.

Schaut euch mal eure Reputation an.

Hier habt Ihr eine Chance mit einer korrekten Entscheidung wenigstens ein bisschen davon gut zu machen.

Diese Seite war übrigens die erste die mir angezeigt wurde als ich nach Problemen mit Casinos gesucht habe also würde ich das nicht unterschätzen.

So werdet ihr nicht viele Spieler dazugewinnen.

kind regards

Dear Marco,

You have wagered a bonus from the welcome package.

This is the welcome bonus, which consists of 3 bonuses for the first three deposits. 

All the rules of this bonus are written in the "Promotions" section. 

The rules clearly state:

3.7. In case of successful completion of the bonus wager, customers could withdraw the amount of winnings that were at the time of the bonus release. However, no more than the maximum withdrawal amount according to the particular bonus rule. As soon as the bonus money would be converted to real funds, customers will be able to withdraw the exact amount of the converted funds if it does not exceed the maximum withdrawal limits. All further winnings from the converted funds of the completed bonus wager will be written off the withdrawal procedure.

If you do not agree with the rules of the project you can apply to block your account. 

If you are not satisfied with the decision and rules of this bonus, it is not our fault. All actions with your account were performed strictly according to the rules and regulations of this bonus. 

If you won these funds from the real balance, without affecting the bonus balance, you would be able to withdraw any winnings, but you won from the bonus balance which is limited for withdrawal. 

Our decision remains unchanged. 

All actions are carried out strictly according to the regulations which are described on the site. 

If you are not happy with the decision and rules of this bonus, it is not our fault. All actions with your account have been performed strictly according to the rules and regulations of this bonus.

Unfortunately, that's not true because the decision was wrong and your bonus rules are not transparent, that's probably your fault.

I'm reluctant to pass this on to my legal representative, although he's already shrugging his feet as he sees the possibility of a big lawsuit.

But I would prefer that we could do this unbureaucratically and quickly without such steps.

kind regards

Wenn Sie mit der Entscheidung und den Regeln dieses Bonus nicht zufrieden sind, ist das nicht unsere Schuld. Alle Aktionen mit Ihrem Konto wurden streng nach den Regeln und Vorschriften dieses Bonus durchgeführt.

Das stimmt so leider nicht da die Entscheidung falsch ist und eure Bonusregeln nicht durchschaubar ist das wohl Eure Schuld.

Möchte das ungern an meinen Rechtsvertreter weitergeben, obwohl der schon mit den Füßen schart, da er Möglichkeiten für eine dicke Klage sieht.

Mir wäre aber lieber wir könnten das hier unbürokratisch und zügig ohne solche Schritte erledigen.

kind regards

This is the welcome bonus which consists of 3 bonuses for the first three deposits.

By the way, that’s not true either 😉 I had made these three deposits a long time ago.

It was definitely not one of the welcome bonuses.

But I think it's great how you get caught up in contradictions over and over again. You're wrong, that's a fact.

Dies ist der Willkommensbonus, der aus 3 Boni für die ersten drei Einzahlungen besteht.

Stimmt übrigens auch nicht 😉 auch diese drei Einzahlungen hatte ich schon lange hinter mir.

Es war definitiv keine der Willkommensboni.

Aber ich finde es klasse wie ihr euch immer und immer wieder in Widersprüche verstrickt.Ihr seit im Unrecht das ist Fakt.

Greetings all,

I am sorry for my delayed reply and thank you for all information.

Hello, IceBet Casino Team,

If I am not wrong, rule 3.7 was amended recently and as we see on the screenshot shared with the player's first post, a casino representative invoked rule 3.7 in its original wording. The casino has the right to change its rules anytime and the player is obliged to read them, but in the time of claiming and wagering the bonus, he accepted the original version of this rule, and this was applied against the player in this case. The message from the casino representative confirms that. If you can prove the amended rule was already available to the player to see at the time the winnings were confiscated, please correct me and send me the necessary data supporting your claim to branislav.b@casino.guru.

This is the original rule 3.7 wording:

"3.7. In the case of bonus wagering, the player has the opportunity to withdraw the amount that was at the time of wagering bonus, but not more than the maximum amount available for withdrawal under this offer."

Based on a few complaints from the past, our attitude toward this rule is well-known.

However, even if the player would use any of the welcome bonuses and would know about the new version of rule 3.7 earlier and accepted it, the rule's meaning and comprehensibility remained unchanged compared to the original one - the same trap for ordinary players. In addition, there is not any explanation for the situation, when the player would lose the converted money. The rule is written so that only the casino benefits from it and at the expense of the players.

Bonus wagering is usually finished by making a withdrawal or by meeting the bonus wagering requirements. Rule 3.7, in its actual wording, says the player "could withdraw" or "will be able to withdraw" - this does not mean any obligation for the player to withdraw the funds right after meeting the wagering requirements.

Once the bonus wagering is done, the funds are converted to the real money balance and the player is not informed that he continues with the "real money balance affecting the bonus balance". Once the player sees it in the real money balance, he knows he could withdraw it, not that he has to withdraw and deposit it back to be able to continue playing with the same real funds. He does not know about the difference, and the casino allows him to further play without notice. The winnings (within the maximum cash out limit for the bonus) should be deducted right after meeting the wagering requirements. Once it is done, there is no reason to do it later upon a withdrawal request and apply any bonus rule to the player's real money. Once the wagering requirements are met and the funds are in the real money balance, the player is allowed to do anything he wants with these funds.

Summary - although the casino acted within its terms and conditions, applying rule 3.7 in this way does not comply with our Fair Gambling Codex (available HERE) and we consider it really unfair to players. We recommend the casino reconsider its decision and refund the player with the confiscated winnings.

Is the casino willing to reconsider its decision and return the confiscated funds to the player's casino account?

If the casino's decision is final and remains unchanged, I am afraid there is nothing left to be resolved and we will be forced to close the complaint as unresolved.

Dear Branislav,

We have seen more than once that according to your reasoning, no matter how much the client has won, he should receive these funds. 

We do not argue, if he won these funds with real money (his deposit), he has the right to withdraw all the winnings without restrictions and this has always been our rule.

But when the client is given a bonus and the rules are clearly written and specified and the client is not familiar with them, it is not our fault. 

We act strictly in accordance with the regulations, which are available to all clients on the site at any time. There is no hidden information. 

Our position to the customer remains unchanged. 

Yes, right. And it has been explained several times why this is so and under what circumstances.

A player does not know that his real money balance is not real money balance.

Dear marcosanchezlieftink,

Unfortunately, based on the gathered information, we are forced to close this complaint as unresolved. The casino's decision remains unchanged despite the presented facts. I recommend you consult Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint directly to them. But, please note there is no guarantee of a positive outcome.

I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino changes its decision, we will reopen the complaint and you will be notified by email. The casino can request to reopen this complaint anytime.

I sincerely hope you will not come across a problem like this again.

If you need any help, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the casino, we reopened the complaint.

"Dear Casino Guru Team,

We would like to inform you that we are ready to reconsider our decision regarding the complaint of the player marcosanchezlieftink.

Our casino policy has been reconsidered and we are very sorry about this situation with the player marcosanchezlieftink.

Please note that the Risk Department has reviewed the player's complaint and has taken all aspects of it into consideration.

In case of revision of the complaint of the player, under the rules of our project, we are ready (to credit to the gaming account and withdraw to the account details from which were deposited to the gaming account within 10 working days) the sum of €2,800 specified in the complaint.

In the case of the payment of this amount, the player marcosanchezlieftink has to confirm his agreement within 10 business days in this complaint and provide details of the payment system to which he wants to receive money.

Best regards.

Icebet Casino Risk Department."

Dear marcosanchezlieftink,

Since the reopening request was sent a few days ago, I sincerely believe the casino will count the stated 10 business days from now on.

Can you please confirm that the casino contacted you regarding your issue? Is there any progress?

If the issue has not been resolved yet, could you please provide the casino here with the requested payment method details?

(Please note personal details will be marked as "sensitive" and will be hidden from the public)

This are awesome News u cant believe how happy i am Right now. I could hugg the world if this will really happen. I Would be Great.

But I haven't received any mail from the casino yet.

However, you are welcome to do as described. Fine by me.

I've also just logged into my account and nothing has been booked yet.

Aber ich habe noch keine Mail vom Casino erhalten.

Jedoch können Sie es gerne so machen wie beschrieben. Für mich ist das in Ordnung.

Habe mich auch gerade mal eingeloggt auf meinem Konto das ist auch noch nichts aufgebucht.

But I hereby give my consent to do the thing like this and to pay it out to the known bank details.

Ich gebe aber hiermit mein Einverständnis die Sache so zu machen und es an die Bekannten Bankdaten auszuzahlen.

Thank you for your quick response. I am very glad you are happy.

Let's ask the casino about the details.

Dear IceBet Casino team,

Could you please let us know what is next?

What are the available payment methods for withdrawal, and how should withdrawal be requested, please?

Looking forward to hearing from you.

Normally it shouldn't be a problem since the account was fully verified at the time. Photo of my bank details, which have not changed since then.

Normalerweise sollte es kein Problem sein,da das Konto damals vollständig Verfiziert wurde ink. Foto meiner Bankverbindung,welche sich seitdem nicht geändert hat.

Short update :

When asked about support chat, I should send an email to support@icebet.casino with the request and a screenshot from the forum of the message from the risk department. I did this this afternoon but received no reply.

Hope that's really all true as the casino says.

I am attaching a screenshot of the email.

Kurzes Update :

Auf Rückfrage beim Support Chat sollte ich eine e-Mail an support@icebet.casino schicken mit dem Anliegen und einen Screenshot aus dem Forum von der Nachricht der Risikoabteilung. Dies habe ich heute Mittag gemacht jedoch keine Antwort erhalten.

Hoffe das stimmt wirklich alles so wie es das Casino mitteilt.

Screenshot der email füge ich bei.

Hello,

The 2800 euros were in my player account today.

Triggered the first 1200 to be paid out.

As soon as I have money in my account,

I will give an update each time.

I am attaching screenshots.

Thanks again to the Casinoguru team and even if the insight came very late, respect to IceBet Casino for realizing their mistake.

Thanks to everyone involved !

Best regards

Marco

Hallo,

Die 2800 Euro waren heute auf meinem Spielerkonto.

Habe die ersten 1200 zur Auszahlung angestoßen.

Sobald ich Geld auf meinem Konto habe,

werde ich jeweils ein Update geben.

Screenshots füge ich bei.

Danke nochmal an das Casinoguru Team und auch wenn die Einsicht sehr spät kam, Respekt an IceBet Casino das Sie ihren Fehler eingesehen haben.

Vielen Dank an alle Beteiligten !

Mit freundlichen Grüßen

Marco

Dear marcosanchezlieftink,

We would like to inform you that the amount of €2800 was successfully credited to your game account for CHA*******88.

You can successfully request a withdrawal to your previously used bank account DE97 1101 **** 4666 10.

Withdrawal requests will be processed strictly according to our project rules.

It may take 3-5 working banking days to receive funds after the withdrawal request has been processed to your bank account.

Best regards.

Icebet Casino Risk Department.

Great news! Thank you both for the updates.

Dear marcosanchezlieftink,

At this point, I sincerely believe it should only be a matter of time before the funds come to you.

I will keep this complaint open pending your confirmation of a successful withdrawal of all your disputed funds or an update.

You do not have to inform us of your every step. I will set the timer for a longer period - until the end of next week (Friday). In the meantime, just let us know only if any trouble occurs. Otherwise, it is alright to let us know once all the disputed funds are successfully credited to your payment method. If no update comes until the current timer expires, I will ask you for it.

Dear Branislav,

We would like to inform you that player chaosmarco88 has successfully requested four withdrawals of 400 EUR each.

All withdrawal requests totaling 1600 EUR were successfully processed by our casino's financial department.

This amount was transferred to the player's bank account DE97 1101 **** 4666 10.

We regret to inform you that the remaining amount of 1200EUR has been lost by player chaosmarco88 through betting in games.

We kindly ask you to consider the closure of this complaint as resolved since we have fulfilled all our obligations to the player in this complaint in full.

Best regards.

Icebet Casino Risk Department.

That's right. So far, however, only 800 are on the account.

Of course, with your payment options, it's no wonder that you gambled something away. But whatever.

Stimmt soweit. Bisher sind jedoch erst 800 auf dem Konto.

Klar bei euren Auszahlungsmöglichkeiten ist das kein Wunder das man da auch noch was verspielt. Aber egal.

Dear marcosanchezlieftink,

Withdrawal requests have been paid correctly and in full. The money has been successfully withdrawn to your bank account.

It may take 3-5 working banking days to receive funds after the withdrawal request has been processed to your bank account.

Unfortunately, we cannot influence the speed of receipt of funds and their processing by your bank.

Please confirm that all obligations on the part of our casino with regard to your account have been fulfilled.

Best regards.

Icebet Casino Risk Department.

As soon as the remaining 800 are in my account I will do it directly.

Sobald die restlichen 800 auf meinem Konto sind werde ich das direkt machen.

Dear marcosanchezlieftink,

Please confirm that your withdrawal requests have been successfully credited to your bank account DE97 1101 **** 4666 10.

Best regards.

Icebet Casino Risk Department.

Thank you both for your replies and updates.

Dear marcosanchezlieftink,

Could you please confirm the information in the casino's last post? Can I consider the complaint resolved?

All good is done 👍

Alles gut ist erledigt 👍

Great news, marcosanchezlieftink!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. Even though it took so long, I am very glad you received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, IceBet Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru