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Hello, I deposited CZK 360 in the casino. I won approx. 12,000 CZK. after an hour I logged into my account and whether the documents are already verified so that I can choose. after logging in, I only saw around 700 CZK on my account. my 12,000 crowns evaporated. first I started filming everything and managed to notice the inconsistencies. I was told that I placed three bets in the amount of 3,500 CZK. and that in 50 seconds. after that I know that I was no longer playing and I was dealing with other personal matters. there is also a record of dissatisfaction with the payment, even after a time when I obviously did not even have sufficient funds. I simply judge from this that the casino made this possible and deprived me of my finances. Communication with support is such that they end the chat prematurely or do not answer direct questions or do not communicate at all even when I pointed out that I have records and photos. then all of a sudden they started telling me to wait that they were dealing with a hacker attack and finally told me that they don't issue refunds. I am sure that I would never place a bet for 3,500, and to whom else 3 times. the casino is also aware that they robbed me or wrongfully prevented me from winning. Please help me with this situation I'm really bad. I will supply all documents and records of communication.

Ahoj, v kasínu jsem vložil 360 Kč. Vyhrál jsem cca 12 000 kč. po hodině jsem se přihlásil do svého účtu a zda nejsou již ověřeny dokumenty abych si mohl vybrat. po přihlášení jsem zahledl na svém účtě pouze něco kolem 700 kč. mojich 12.tis korun se vypařilo. nejdříve jsem si vše zacal natacet a povedlo se mi zaznamenat nesrovnlosti. bylo mi řečeno že jsem podal tři sázky v hodně 3,500 kč. a to v době 50ti sec. po tom kdy vím že již jsem nehrál a řešil jsem jiné osobní věci. také je zde zaznamenana zadost o vyplatu a to uz i po case kdy jsem evidentně neměl ani mít dostatečné finance. jednoduše z toho soudím že si kasino toto umožnilo a připravilo mě o finance. Komunikace s podporou je taková že předčasně ukončují chat nebo neodpovídají na přímé otázky či vůbece nekomunikují ani když jsem upozornil na to že mám záznamy a fotografie. poté najednou začali abych počkal že řeší utok hackera a nakonec mi řekli že náhrady nevydávájí. Já jsem si jist že sázku za 3 500 bych nikdy nepodal a ktomu ještě 3x. kasino si je vědomo i že mě okradlo či mi neprávem znemožnili výhru. Prosím pomozte mi s touto situací jsem z toho opravdu špatný. dodám veškeré dokumenty a zaznamy z komunikace.

Dear homolkatom20,

Thank you for submitting your complaint and for forwarding relevant videos and screenshots. I’m very sorry to hear about your negative experience. Please, could you forward the screenshots and any relevant communication between you and the casino to my email address petronela.k@casino.guru?  

Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members had access to your casino account and might have used it without your consent?

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

Dear homolkatom20

We've checked all the correspondence.

Can you please provide us with ha screenshot, where the operator told you the following: "then all of a sudden they started telling me to wait that they were dealing with a hacker attack and finally told me that they don't issue refunds" ?

Thank you in advance!

Also, kindly name ALL the devices you played from.

Thank you!

of course i will provide everything

smaozřejmě vše poskytnu

Thank you very much, IceCasino team, for checking on this issue.

Dear homolkatom20,

Please send all the relevant information and supporting evidence to petronela.k@casino.guru at your earliest convenience.

Dear homolkatom20,

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.

I don't know why I can't upload videos I can't deliver documents

Nevím proč jsem nelze náhrát videa nemohu dodat dokumenty

I haven't received anything, homolkatom20. You can upload any supporting evidence here when replying or forward it to petronela.k@casino.guru. What seems to be the issue when you try to send documents?

Dear homolkatom20,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.