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I won 2,000 at the ice casino. On June 18, one of my payouts because I made two payouts of PLN 1000 which in total gives PLN 2000. One of my payouts was approved and I got an email about it. The second thousand was in my account all the time, they rejected my paycheck several times. Neither of these two amounts reached my account and the casino account was blocked without giving any reasons, after trying to contact them, they wrote to me that they do not have such an account at this email address.

Wygrałem dwa tysiące w kasynie o nazwie ice casino . 18 czerwca jedna z moich wypłat ponieważ zrobiłem dwie wypłaty po 1000zł co łącznie daje sumę 2000zł. Jedna z moich wypłat została zaakceptowana i dostałem o tym email. Drugi tysiąc wisiał cały czas na koncie , odrzucili mi wypłatę parę razy. Żadna z tych dwóch kwot nie dotarła na moje konto a konto w kasynie zostało zablokowane bez podania żadnych przyczyn , po próbie skontaktowania się z nimi pisali mi że nie mają takiego konta pod tym adresem email. 

screenshots from the player:

Dear chojnackijakub5,

Thank you very much for submitting your complaint. 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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?

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

I had my account there for several months, fully verified. I turned over the bonus in the game Gates of Olympus. Well, when I made a payment, I have already described everything earlier

Konto tam miałem kilka miesięcy, w pełni zweryfikowane. Obróciłem bonus w grze Gates of Olympus. No a jak zrobiłem wypłatę to dalej już wszystko opisałem wcześniej 

Hello, Petronela

Let me try to give some explanations re the account.

The account is indeed blocked due to player's request: "I would like to delete my account due to poor game performance and lack of free time. I am not interested in disabling a subscription or enabling a quota. Only the deletion of the account is involved".

Obviously, we perform the checks prior to any blockage - player must not have any real money balance.

The player has zero on the balance.

Once payout 1000.00 PLN was finished in success, the other 1k - got canceled, since the player continued playing and lost.

Hope this clarifies.

Kind regards

Thank you very much, IceCasino team, for the clarification.

Dear chojnackijakub5,

Would you like to add any comments? If you played and lost all your remaining active balance, I'm afraid we can't help you.

I have not received any payment, and what you are writing is a lie because I did not delete the account and I did not play the other 1000 PLN

Thank you very much, chojnackijakub5, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

It would be good to get my winnings back or part of it, thanks and I look forward to hearing from you

Dobrze by było odzyskać moją wygraną lub jej część , dzięki i czekam na informacje 

Hello chojnackijakub5,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.

Ice Casino,

1. Could you explain at which point the balance of 1000 was played down? Please provide us with the game history that would confirm this to my email address at tomas@casino.guru
2. Could you explain how did you receive the request to close the account you mentioned in your previous post?
3. Could you confirm the 'first' transaction hasn't been rejected or returned to you at a later date?

Hello, Tomas

Please find the answers below:

Could you explain at which point the balance of 1000 was played down? 

--> the player's balance went below 2k 16.06.2022 00:15:05 (UTC)

Just for info - the account was blocked  27.06.2022 04:37:44 (UTC) .

Could you explain how did you receive the request to close the account you mentioned in your previous post?

--> the player requested it via live chat, please refer to the document, that was sent to your e-mail.

Could you confirm the 'first' transaction hasn't been rejected or returned to you at a later date?

-- attached the screenshot of the transactions and dates.

Kind regards

It is not possible, because on the 16th I ordered the printing for the first time and it was that day that I won the money

Nie możliwe, ponieważ 16stego zleciłem wyplate po raz pierwszy i to tego dnia wygrałem te pieniądze 

Dear chojnackijakub5

You also have an active account at VulkanVegas.

Do you desire to close the account there as well?

Thank you in advance!

Kind regards

Turning the cat's tail around, cheating and that's it

Odwracanie kota ogonem, oszustwo i tyle 

Hello all,

I apologize for not replying sooner. I reviewed the documents the casino representative sent us and I appreciate their cooperation in the matter.

chojnackijakub5,

My observations from the ducuments:

1. The documents from the casino show there was communication between you and the casino live chat support on Friday evening on the 24th of June. Do you remember contacting the casino regarding any particular issue?
2. The other documents show 3 withdrawal requests, the withdrawal request from the 16th and 18th of June is shown as rejected.
3. the request from the 24th of June is shown as finished.

After checking the balance of the game history.

after your win after midnight on the 16th, your balance went down below 1000 zloty on the 18th in the afternoon which might have caused your two withdrawals to be canceled. I haven't found any inconsistencies in the gameplay and my conclusion is that the withdrawals were canceled due to insufficient balance.

About the final withdrawal, have you received your winnings yet?

I have not received any funds and I cannot enter my account to request a withdrawal.

Żadnych środków nie otrzymałem, oraz nie mogę wejść na konto aby zlecić wypłatę.

Thanks for the confirmation, chojnackijakub5.

Ice casino,

Could you advise on why the funds withdrawn on the 24th of June weren't received yet?

Hello all,

So now the complaint is not about the closing of the account, etc, but re the missing 1k (instead of 2k) that did not reach the player's bank account. Dear chojnackijakub5, is this correct?

Meanwhile, we will try to clarify the next steps to move forward

I apologize,

I might have misunderstood the situation.

To summarize:

The withdrawals from the 16th and 18th of June (together 2000 zloty) were canceled due to insufficient casino balance as this was played down, and the withdrawal from the 24th (1000 zloty) should have reached chojnackijakub5 by now.

chojnackijakub5,

Could you explain how much money you withdrew successfully from the casino between the 16th of June and today?

Dear chojnackijakub5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I didn't get any money

Nie dostalem żadnych pieniędzy 

Dear

Please kindly speak to our live support, explaining that you had not received funds onto your account for transaction 4397a97a-fac3-408c-bba5-d2e3f1927ff1. They will raise a ticket to PSP and try to resolve.

Kind regards

Thanks to IceCasino for the reply.

chojnackijakub5,

Make sure to contact the casino support and let us know about the result. Much appreciated!

Dear chojnackijakub5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

After consulting the chat, no agreement can be reached. They only say that the account was deleted at my request

Po konsultacji z czatem , nie można dojść do porozumienia. Wypisują tylko że konto zostało usunięte na moją prośbę

Hello chojnackijakub5,

could you explain if you've received the money from the transaction the casino representative mentioned in their last post from 1 week ago? Much appreciated!

I have not received any money

Nie otrzymałem żadnych pieniędzy

Thanks for the reply, chojnackijakub5.

As the casino mentioned previously, you asked them to close your account. The casino provided us with proof that you requested this on Friday, 24th June.

Regarding the payment - have you contacted the support as the casino representative suggested? Did they offer to investigate the issue?

They didn't offer anything, just wrote that I closed the account myself and they would do nothing with the payment

Nic nie zaproponowali , tylko napisali ze sam zamknąłem konto i Nic z wypłata nie zrobią 

IceCasino,

do you require anything from chojnackijakub5, in order to investigate the issue with the transaction 4397a97a-fac3-408c-bba5-d2e3f1927ff1 ? Please advise on what is required to move forward with the issue.

Hello Tomas,

We received the confirmation from the PSP, that the transaction was successful.

Please find the proofs below:

Transaction Reference 868dd8d4-7760-48f2-8d25-0b7298ca1cc0

Trace ID Tf54828206601f2b720eb7dd9f39b910

Source 5001000001570686

Destination Bank Millennium S.A

Date 24/06/2022

Transfer Amount EUR -213.73

The player may/should contact the bank if the money was not received.

Best regards

Thanks, Ice Casino for the feedback.

chojnackijakub5,

Have you consulted with your bank about why the transaction wasn't received, what was their conclusion? Please let us know.

Dear chojnackijakub5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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 a further investigation or suggest possible solutions. The player can reopen this complaint anytime.