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Hello, I won almost 4,000 złoty. I deposited my own money, but it was also from a bonus, and I didn't realize they would take any turnover from me. But I had my own money and won honestly, and the casino took it and left me with 200 złoty. I feel robbed. I want my money back because I played with my own money.

Witam wygrałam prawie 4000zlotych. Wpłaciłam swojej piendize ale też z bonusu były i niewidzialam że jakiś obrót i mi zabiorą ale miałam swoje pieniadze i uczciwe wygrałam a kasyno mi zabralo i zostawili na koncie 200zl. Czuje się okradziona. Chęć zwrot pieniedzy bo grałam za swoje

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in more detail when you deposited and at which point a bonus was credited to your account?
• Which bonus have you activated and played? Could you please provide a link or a screenshot of the bonus?
• How did the casino justify the confiscation of your winnings? Have you saved the communication between you and support on the topic?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I made a 40 PLN deposit and received a bonus. Everything was in my player account, so I played and used up almost 4000 PLN, and suddenly it was 200 PLN. The casino lady said that the bonus was subject to turnover, and that's why it happened, but I also played with my own funds and won the money honestly. I didn't realize that the winnings were multiplied by 5 and they'll take all my money. I feel sad because I played with my funds.

Wpalcilam depozyt40 zł i dostałam bonus zacwpwlcenie wszytko było razem na koncie gracza więc grałam i ubrałam prawie 4000tydiesce i nagle zrobiło się 200zl. Pani z kasyna powiedziała że obrót bonusem taki był i dlatego tak się stało ale Ja grałam też moimi poendizmi i uczciwie wygrałam te pieniądze niewidzialam że kwotę wygranej to razy 5 i zabiorą mi wszystkie pieniądze. Czuje sięsmutns bo grałam swoimi poendizmi

Dear Papisia111

According to the gaming log, you've applied for a bonus "150% + 40 fs in Elven Princesses".

The max cashout from the bonus is x5 ( 200.00 PLN in your case).

According to T&CSs:

"Real balance is used for bets first. Only when the amount on the player's real balance equals to zero, he starts playing for bonus money."

You may check your gaming history, Icecasino indicates the origin of the bet and where the winning gets credited. In your case, your real money balance lowered down, and you continued playing with bonus money. Eventually the wagering requirement of the bonus was met and 200 PLN were credited onto your real money balance.

Hope this clarifies.

Regards

And how was I supposed to know the bonus would be credited automatically? I thought I was playing with my own money. I won't get it back. I won't play anymore because it's a scam. If you win a lot, you'll lose the bonus immediately. But I deposited my money and played with it. I'm very angry and very sorry.

A z kad miałam wiedzieć że bonus automatycznie będzie leciał. Myślałam że gram za moje pieniądze. Tyle wygrał i co nie odzyskam tego. Więcej nie będę grać bo to oszustwo jak człowiek nagra dużo to odrAzu że z bonusu. Ale wpłaciłam swojej piendize i za nie grałam. Jestem bardzo zła i jest mi bardzo przykro

I'd like to get this money back, but I see I won't. I'm sad because I played with my own money and didn't realize the bonus would automatically start accruing, and the payout is so small. It's unfair because someone wins so much for the first time in their life and gets nothing.

Chciałabym odzyskać te pieniądze ale widzę że nie odzyskam. Przykro mi bo grałam za swoje piendizem nie widziałam że bonus automatycznie zacznie się naliczac i jest taka mała wypłata z niego. Nie sprawiedliwe to jest bo tyle człowiek wygra raz pierwszy w życiu i nic nie ma

Dear Papisia111

We'd like to emphasize, that you started playing with the real money balance, if the win occurred with the real money bet - the winnings would be credited onto your real money balance (we truly believe this is a fair approach, unlike many other casinos, when the win gets credited onto the bonus money balance, regardless where the bet originated from).

Only when your real money balance got zero, you started playing with bonus funds. And since the win occurred while playing the bonus balance - it got credited accordingly.

Hope this clarifies a bit.

Warm regards

Thanks for sharing your point of view.

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. If you don't wish to be subject to bonus terms and conditions, such as maximum allowed bet, win limits, and game restrictions, which are the most common ones, we would recommend you opt out of accepting bonuses.

If there is any additional information that would support your case, please do not hesitate to contact me.

I disagree because I didn't know the bonus would automatically activate and be played. I won a larger sum of money playing with my own funds, which I deposited. I feel cheated. I played honestly with my own money when I made my deposit, and most of the winnings that were taken from me were made from my personal money, not bonus money. I deposit and play a lot, so I would really like to get some of my winnings back from such a large sum because I played with my own money.

Nie zgadzam się bo nie wiedziałam że automatycznie bonus się włączy i będzie grany. Większą sumę pieniędzy wygrałam grając za moje środki które wpalcilam czuje się oszukana. Wpalcoalam depozyt grałam uczciwie za swoje pieniądze i większość wygranej która została mi zabrana została ugrans z pieniędzy nie bonusowych a moich osobistych które wpłaciłam. Dużo wpłacam i gram dlatego bardzo bym chciała odzyskać część moich pienidzy wygranych z tak dużej sumy bo grałam za swoje pieniądze

Just because the bonus was enabled doesn't mean the money I earned from my player account was fair. The casino treated it as if it was all played with the bonus. I'm disappointed with this casino and the loss of my money.

To że bonus był włączony to nie znaczy że pieniądze które ugralam z swojego konta gracza które wpłaciłam uczciwie. A kasyno potraktowało to jakby wszytko było grane z bonusu. Jestem rozczarowana tym kasynem i utrata pieniędzy moich

Dear Papisia111

We strive to believe that the bonus terms are as transparent as possible.

If that helps, your win was generated from a bonus money balance:

Bet 2 PLN, win 1,116.40 PLN 09.11.2025 20:35:05 (UTC)

and following the next one:

Bet 10.00 PLN, win 2,150.00 PLN 09.11.2025 20:44:39 (UTC) Game Name: Bigger Bass Splash

All this information is available within your gaming profile.

Hope this clarifies.

Kind regards

Thanks for your reply.

Dear Papisia111,

We can't use an argument that you didn't know the bonus would be applied to pursue the case, since all that matters is the type of balance you used to achieve your win.

Since you have lost real money balance and were only able to achieve your win when your bonus balance was activated, we are powerless in asking the casino to disregard the bonus terms and conditions.

Kindly recognize that if you activate a bonus, you have more opportunities to win; however, you will often be limited by the bonus terms and conditions on the amount you can cash out. In this situation, if you only played with real money without a bonus from the casino, you wouldn't have won in the end.

Since there is no further action we can take, this complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.