IceCasino - Os ganhos do jogador foram confiscados.

Since I no longer trust this casino, I luckily took a screenshot. The thing is, when you claim bonuses, the maximum withdrawal amount is shown in the column at the bottom. Unless the maximum withdrawal amount is unlimited, as shown in the screenshot. I met the bonus terms and conditions and, as you can see in the screenshot, I had just under 600 euros and suddenly it was reduced to 170, even though the maximum withdrawal amount is unlimited. Every time there are subsequent changes to the alleged bonus terms and conditions, that can't be right. I'm going to withdraw 150 now and hope you can help me with the 500.

Da ich diesem Casino n8cht nicht mehr vertraue habe ich zum Glück einen Screenshot gemacht. Es geht darum, dass man, wenn man Bonuse beansprucht, unten in der Spalte steht, wie viel der maximale Auszahlungsbetrag ist. Außer der maximale Auszahlungsbetrag ist unendlich, wie hier im Screenshot beigelegt. Ich habe die Bonusbedingungen erfüllt und habe, wie im Screenshot ersichtlich, knappe 600 irgendwas Euro gehabt und auf einmal wurde es auf 170 runtergestuft, obwohl der maximale Auszahlungsbetrag unendlich ist. Jedes mal kommen nachträglich Änderungen von angeblichen Bonusbedingungen das kann es nicht sein ich werde jetzt 150 auszahlen und hoffe das ihr hier mir wegen den 500 helfen könnt.

Dear Nonameni,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing regarding the bonus terms and the reduction of your balance.

I have reviewed the information you provided, including the screenshot showing that the maximum withdrawal amount for the bonus appeared as "unlimited" at the time you were playing. I understand your frustration about your balance being reduced from nearly €600 to €170 without a clear explanation.

To better understand the situation and be able to assist you effectively, could you please clarify a few details:

1. Could you please provide us with the exact link to the bonus offer you used?
2. Could you also confirm whether you were able to successfully withdraw the €150 you mentioned?
3. Do you have any additional communication from the casino regarding this matter (emails, chat transcripts, or notifications)? If yes, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Email from the player:

Yes, I was able to successfully withdraw the remaining balance. The link for the bonus offer is no longer there.

Email from the player:

Ja ich konnte den Rest erfolgreich auszahlen. Der link ist nicht mehr da vom Bonus angebot

Dear Nonameni,

Thank you for your update and for confirming that you were able to successfully withdraw the remaining balance.

• Could you kindly clarify whether the bonus you claimed was a free bonus or a deposit bonus?
• Additionally, could you confirm whether you received the bonus offer via email, or if it was available to all players on the casino website?

This information will help us better understand the terms and conditions associated with the bonus and how they might have affected your balance.

Looking forward to your reply.

It was a deposit bonus and available online on the site

Es war ein Einzahlungsbonus und online auf der Seite verfügbar

Thank you very much, Nonameni, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Nonameni,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite IceCasino to join the conversation.

Dear IceCasino,

Can you please explain why a maximum cashout limit was applied to the player's winnings? According to the screenshot of the bonus, there is no such limit specified; instead, it is stated as unlimited. If there are any informations or circumstances that influenced this decision and cannot be shared publicly, please forward them to me at michal.k@casino.guru

Hello Michal

We will be straight forward here, there was a bug on the front-end, that was showing the "unlimited" cashout limit (due to a re-design). When the player was opting for the bonus, it was clearly stated that the max convert to real money = x5 from the bonus amount received.

According to the bonus rules and general T&Cs - the player received the valid amount.

But we would like to hear CasinoGuru's thoughts on the situation. Recommendations are welcome.

P.S. The player takes this kind of offer quite often, and there always was a max cashout parameter.

Regards

Hello,

It is true that I have taken advantage of bonus offers on several occasions and I am aware that there is often a withdrawal limit.

However, in this specific case, I saw a note stating that the withdrawal limit was "unlimited" – which I also documented with a screenshot. Since there are occasional special promotions, I assumed this was one of those special offers.

That's why I was honestly surprised when the payout was limited.

Hallo,

Es stimmt, dass ich öfters Bonusangebote in Anspruch genommen habe und mir bewusst ist, dass es öfters ein Auszahlungslimit gibt.

Allerdings habe ich in diesem konkreten Fall den Hinweis gesehen, dass das Auszahlungslimit „unbegrenzt" sei – was ich auch per Screenshot dokumentiert habe. Da es gelegentlich spezielle Aktionen gibt, bin ich davon ausgegangen, dass es sich diesmal um ein solches besonderes Angebot handelt.

Deshalb war ich ehrlich überrascht, als die Auszahlung begrenzt wurde.

Thank you all for your responses. I recognize some valid arguments from both sides. Allow me to share my thoughts.

While I acknowledge that any casino, even the top casinos on the market, can encounter some imperfections with the bonus rules displayed, especially when the bonuses on offer can change quite frequently, that's why there are general bonus rules that can cover such scenarios.

On the other hand, it is reasonable for players to expect that the rules associated with a specific bonus are the primary guidelines. Most players, myself included, would assume that this particular bonus does not impose a maximum cashout limit. Customers are not and don't need to be typically aware of any redesigns or updates that may occur behind the scenes. However, at the same time, it is important for customers not to actively seek out "imperfections" in bonuses for personal gain. As noted, the player in question claimed several similar bonuses, and the general maximum conversion rate of five times the bonus amount has consistently been previously outlined in the bonus rules. Furthermore, there was an opportunity to verify this information through live chat support. But again, at the same time, the player gained the winnings according to the rules, and I didn't recognize any unfair advantage presented for them with the "unlimited" winnings. We are not talking about a no deposit bonus; this was a deposit bonus, so the player risked real money as well.

As mentioned, there are some valid arguments on both sides.

The most effective way to resolve this issue appears to be reaching a mutually agreeable solution that satisfies both parties.

Dear Nonameni,

Given all the various factors and circumstances that I've mentioned above and that have influenced the situation, what do you believe would be a reasonable amount for a fair consensus?

Dear Nonameni,

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.

Yes that would suit me

Ja das würde für mich passen

Dear Nonameni,

I look forward to your thoughts on what you consider to be a fair and reasonable consensus amount.

Dear Nonameni,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

We would like to emphasize that the player has the option to revisit this complaint within the next six months if they wish to continue the conversation. Our team is ready and willing to assist in resolving the matter should the player decide to reach out to us again. However, if we do not hear from the player after this period, we may be unable to provide further assistance, and the case will be considered permanently closed. We recommend addressing the issue at the earliest opportunity.

Thank you for your understanding.

Best regards,

Michal

Casino.Guru

Greetings,

The casino believes it would be fair to credit 250 eur onto player's account due to technical error on the front-end of the website.

@Nonameni Please, do let us know if you agree.

Regards

Dear IceCasino Team,

Thank you for sharing your offer—we appreciate the time and effort taken to find a reasonable consensus for both parties.

Dear Nonameni,

I hope this message finds you well. As we’ve discussed in our previous correspondence, I believe the current offer takes into account all relevant factors and represents a fair resolution. Please let me know if you agree so we can proceed accordingly.

Looking forward to your confirmation.

Yes, that's fine, but I also hope that it can be paid out and not in the form of a bonus or something else.

Thank you very much for your effort

Ja das passt ich hoffe aber auch das es auszahlbar ist und nicht im Form eines Bonis oder sonstiges.

Vielen lieben Dank für die Mühe

Hello,

The money was credited.

Regards

Thank you for crediting the funds to the player's account, Ice Casino Team.

Dear Nonameni,

The agreed funds have been credited to your account. If you have not made the decision yet, it is up to you if you decide to withdraw the funds (they should be available for withdrawal) or if you use them for playing. Please let me know if I can proceed with closing this case as resolved.

Dear Nonameni,

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 Nonameni,

It seems that this issue has been settled, and you have received the funds as per the agreement with the casino. However, you have failed to confirm this, and we have not heard from you regarding any need for further assistance. Consequently, we must close this complaint as rejected. I would like to take this opportunity to thank the casino team for their cooperation.

Best regards,

Michal

Casino Guru