IceCasino - El jugador cree que el reintegro se ha retrasado.

GOOD AFTERNOON MY NAME IS RODOLFO G***, I AM AN OLD PLAYER ON DIFFERENT PLATFORMS, I HAVE HAD AN INCIDENT AND DOUBTS ABOUT MY VERIFICATION, A TIME AGO I HAD WON A MEDIUM AMOUNT, BUT I ALWAYS REJECTED IT AND I STARTED TO PLAY AND I LOST IT, IT WAS APPROXIMATELY 16,000 SOLES THERE I ATTACHED A WITHDRAWAL THAT I WANTED TO MAKE FOR CRYPTOCURRENCIES AT THE TIME.... A TIME HAPPENED AND AS ALWAYS I KEEP PLAYING FROM TIME TO TIME AND NOW I RECEIVED AN AMOUNT GREATER THAN 90,000 SOLES, A WHICH NOW THEY ARE ASKING ME AGAIN TO SEND MY BANK ACCOUNT MOVEMENTS, TO VALIDATE BUT 2 DAYS HAVE PASSED SINCE I WITHDRAWAL AND WHEN I ASKED THE DAY OF WITHDRAWAL TO THE PLATFORM ASSISTANT HE TOLD ME EVERYTHING IS OK, JUST WAIT FOR HIS WITHDRAWAL, ON THAT AT THE TIME I WAS WITHDRAWING 15600, AND HE RETURNED THEM TO ME TO DECLINE, CLAIMING THAT ALL THE DOCUMENTS ARE NOT THERE AND THAT I NEED THE EXTRACT TO WHICH I ALREADY SENT THEM, BUT KNOWING THE DELAY OF THEM, I DON'T WANT TO BE WITH THE SAME DILEMMA AGAIN, SO PLEASE I WISH THAT THE ENTIRE JOURNEY OF MY INVESTMENTS TO MY CORRESPONDING BANK ACCOUNT BE MONITORED, WITHOUT MORE THAN SAYING AND THANKING YOU FOR PREVIOUS HELP WITH OTHER CASINOS GIVING SOLUTIONS TO THESE ISSUES, AGAIN I HOPE FOR YOUR HELP AND SO BE ABLE TO WITHDRAW MY WINNINGS WITHOUT ANY PROBLEM .... THANK YOU DEAR FRIENDS OF GURUCASINO AND HAVE AN EXCELLENT DAY. ATTACHED TEST PHOTOS...

.BUENAS TARDES MI NOMBRE ES RODOLFO G***,SOY UN JUGADOR ANTIGUO EN DIFERENTES PLATAFORMA, HE TENIDO UN PERCANCE Y DUDA SOBRE MI VERIFICACION, HACE UN TIEMPO ATRAS HABIA GANADO UN MONTO MEDIANO, PERO SIEMPRE ME LO RECHAZARON Y ME PUSE A JUGAR Y LO PERDI EL ERA UN APROXIMADO DE 16000 SOLES AHI ADJUNTE UN RETIRO QUE QUISE HACER POR CRIPTOMONEDAS EN ESE ENTONCES.... PASO UN TIEMPO Y COMO SIEMPRE SEGUI JUGANDO DE VEZ EN CUANDO Y AHORA ME LLEGO UN MONTO MAYOR DE 90000 SOLES, A LO CUAL AHORA ME ESTAN PIDIENDO NUEVAMENTE ENVIAR MOVIMIENTOS DE MI CUENTA BANCARIA, PARA VALIDAR PERO YA PASARON 2 DIAS DESDE QUE RETIRE Y CUANDO LE PREGUNTE EL DIA DE RETIRO AL ASISTENTE DE LA PLATAFORMA ME DIJO TODO ESTA BIEN, SOLO ESPERE SU RETIRE, EN ESE MOMENTO ESTABA RETIRANDO 15600, Y ME LOS DEVOLVIO A DECLINAR ADUCIENDO QUE NO ESTAN TODOS LOS DOCUMENTOS Y QUE NECESITO LO DEL EXTRACTO A LO CUAL YA LES ENVIE, PERO YA CONOCIENDO LA DEMORA DE ELLOS, NO QUIERO NUEVAMENTE ESTAR CON EL MISMO DILEMA, ASI QUE PORFAVOR DESEO QUE SE HAGA SEGUIMIENTO A TODO EL TRAYECTO DE MIS INVERSIONES HACIA MI CUENTA BANCARIA CORRESPONDIENTE, SIN MAS QUE DECIRLES Y AGRADECERLES POR ANTERIORES AYUDA CON OTROS CASINO DANDO SOLUCION A ESOS TEMAS, ESPERO NUEVAMENTE SU AYUDA Y ASI PODER RETIRAR MIS GANANCIAS SIN PROBLEMA ALGUNO.... GRACIAS QUERIDOS AMIGOS DE GURUCASINO Y TENGAN UN EXCELENTE DIA. ADJUNTO FOTOS DE PRUEBA...

Dear bryam1915,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

OK THANK YOU VERY MUCH I WILL BE WAITING FOR THE 14 DAYS, PLEASE DO NOT CLOSE THE POST, I WILL CONFIRM YOU AS SOON AS I HAVE NEWS THANKS

OKEY MUCHAS GRACIAS ESTARE A LA ESPERA DE LOS 14 DIAS, PORFAVOR NO CIERREN EL POST, LES CONFIRMARE APENAS TENGA NOTICIAS GRACIAS

hello dear kristina, my kyc verification had already been accepted last year that I wanted to withdraw an amount, but due to problems with rejections, I lost the money at the time due to getting carried away with emotion and I learned the lesson, now they have asked me again the kyc verification and now they are taking me longer I have attached a photo of evidence that had already been verified and they were in the process of withdrawing my money at that time. I await your response and thanks again for everything.

The amount of my withdrawals has increased to 180,000 soles because I won a championship and games with a good profit bonus. thanks and I'll be waiting

hola estimada kristina, mi verificacion kyc ya habia sido aceptada el año pasado que quise retirar un suma, pero debido a problemas con los rechazos, perdi el dinero en su momento por dejarme llevar de la emocion y aprendi la leccion, ahora nuevamente me han pedido la verificacion kyc y ahora me estan demorando mas adjunto foto de pruebas que ya había sido verificado y estaban en procesos de retiro mi dinero en ese momento. espero tu respuesta y nuevamente gracias por todo.

El monto de mis retiros ha aumentado a 180 000 soles debido a que gane un campeonato y juegos con buena bonificacion de ganancias. gracias y estare a la espera

GOOD AFTERNOON DEAR KRISTINA, THE KYC VERIFICATION HAS ALREADY BEEN VALIDATED I WILL ATTACH PHOTOS IN ADDITION TO IT THE AMOUNT IS 280 THOUSAND NEW PERUVIANS, I WANTED TO MAKE A SMALL WITHDRAWAL BUT THEY HAVE BEEN REJECTING ME IN THE END THEY TOLD ME AFTER THE LAST WITHDRAWAL TO REQUEST THAT THERE WERE TECHNICAL PROBLEMS AND THAT THE PAYMENT WAS CANCELED AND ANOTHER PAYMENT WAS DENIED BECAUSE OF MY MISTAKE, THEY SAY, ATTACHED PHOTOS AND I HOPE YOU CAN HELP ME MAKE MY WITHDRAWALS WITH ICECASINO EVERYTHING HAS BEEN AGREED I EVEN PUT A SECURITY LIMIT SO THEY WON'T SURPRISE ME WITH THE BALANCE WAS USED THAT I HAVE, THANK YOU VERY MUCH AND I WILL KEEP YOU INFORMED

BUENAS TARDES ESTIMADA KRISTINA, LA VERIFICACION KYC YA FUE VALIDADA TE ADJUNTARE FOTOS ADEMAS DE ELLO EL MONTO ASCIENDE A 280 MIL NUEVOS PERUANOS, QUISE REALIZAR UN PEQUEÑO RETIRO PERO ME HAN ESTADO RECHAZANDO AL FINAL ME INDICARON DESPUES DEL ULTIMO RETIRE QUE SOLICITE QUE HUBO PROBLEMAS TECNICOS Y QUE EL PAGO FUE ANULADO Y OTRO PAGO FUE DENEGADO POR ERROR MIO DICEN, ADJUNTO FOTOS Y ESPERO ME PUEDAS AYUDAR A REALIZAR MIS RETIROS CON ICECASINO TODO HA ESTADO CONFORME INCLUSO PUSE UN LIMITE DE SEGURIDAD PARA QUE NO ME SORPRENDAN CON QUE FUE UTILIZADO EL SALDO QUE TENGO, MUCHAS GRACIAS Y MANTENDRE INFORMADO

update on April 27 icecasino told me that it was not possible to pay by bank transfer, which I thought, to which they told me to do it through skrill, I made the withdrawal and they instantly made it, then I made another withdrawal and today Sunday they rejected all my withdrawals again, indicating now supposedly that I must send my skrill document and that it must be verified, when this had also already been verified, I sent it to them in the same way, please, dear CASINOGURU, I have been waiting for a long time to make my withdrawals, in addition to them, the amount is a considered amount to which I put a monthly balance block so that my money cannot be used, I need your help to make my withdrawals since now there are no excuses so that they cannot be made. ...

actualización el día 27 de abril icecasino me indico que no se podía pagar por transferencia bancaria cosa que me pareció, a lo cual me indicaron que lo realice mediante skrill, hice el retiro e instantáneamente lo realizaron, luego realice otro retiro y el día de hoy domingo me rechazaron nuevamente todos mis retiros, indicándome ahora supuestamente que debo enviar mi documento de skrill y que debe ser verificado, cuando este también ya había sido verificado, de igual modo se lo envié, porfavor estimados de CASINOGURU llevo ya buen tiempo esperando para realizar mis retiros, además de ellos el monto es una cantidad considerada a lo cual puse bloqueo mensual de saldo para mi dinero no pueda ser usado, necesito de su ayuda para realizar mis retiros ya que ahora no hay excusas para que no se puedan concretar.....

updating: good morning dear casino guru. Icecasino today just deposited the amount of 17600 to my skrill account, prior to that they sent me 1900 to my skrill account. what I want to know because it cannot be sent directly to my bank account, since when Skrill made the currency exchange I was charged a considerable amount for it and I am at a loss, I need help to know what is the problem now with the withdrawal by wire transfer.

In total withdrawal I have received the sum of 19,500 new ones of the 287,000 to date I have 2675,000 nuevos soles left in retirement, I have attached a photo and at the same time I want to know how to make the transfers through bank accounts and not lose so much to the currency exchange .. thanks attached photos

actualizando : buenos dias estimados de casino gurú. Icecasino el día de hoy me acaba de depositar a mi cuenta skrill el monto de 17600, anterior a ello me enviaron 1900 a mi cuenta skrill. lo que deseo saber porque no se me puede enviar directamente a mi cuenta bancaria, ya que skrill al realizarme el cambio de divisas me cobro una cantidad considerable por ello y estoy en perdida, necesito ayuda para saber cual es el inconveniente ahora con el retiro por transferencia bancaria.

en total de retiro he recibido la suma de 19500 nuevos de los 287 000 a la fecha me queda en retiro 2675000 nuevos soles adjunto foto y a la vez deseo saber como hacer para que las transferencias sean mediante cuentas bancarias y no perder tanto al cambio de divisas.. gracias adjunto fotos

Unfortunately, currency exchange fees and transaction fees like this are usually out of the casino's hands and we are not able to help you here, as it is not the casino who deducts the fees.

Furthermore, sometimes banks refuse to process transactions coming from gambling establishments and casinos have almost no influence over rejected withdrawals. This happens very often in countries where online gambling is completely banned. As long as the casino found an alternative withdrawal method, there is not much we can do.

Could you please advise if you currently have any pending withdrawals?

If now I have a withdrawal of 17600, I will wait to see this withdrawal that should not take these days, however, these days I will withdraw a slightly larger amount to see how many days the casino will take to transfer me, I also want it to remain open until Being able to withdraw all the money from my account, since a considerable sum remains to be withdrawn, I will be grateful for your patience, Miss Kristina. And again I thank you for the support you are giving me.

I am happy at heart and I will be reporting on the withdrawals until the end. Thank you so much.

Si ahora tengo un retiro de 17600,ya esperare ver este retiro que no deberia demorar estos dias, sin embargo, en estos dias retiraré un monto un poco mayor para ver cuantos dias demorara el casino en transferirme, de igual deseo que se mantenga abierto hasta poder haber retirado todo el dinero de mi cuenta, ya que falta retirar una suma considerable, estare agradecido con su paciencia señorita Kristina. Y nuevamente agradezco con el respaldo que me estan brindando.

Estoy alegre de corazón y estare informando sobre los retiros hasta finalizar. Muchas gracias.

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

hello, my withdrawals take time to be made on May 3, I had withdrawals but they only sent me low amounts, apart from that I was testing, about the system of not playing and I began to approve this thinking they were not going to discount my money but I was surprised That if my balance was used up, I attached a photo to which, thinking that my account was restricted, I was surprised that it could be used with my balance

hola mis retiros demoran en realizarse el 03 de mayo tenia retiros pero solo me manda de montos bajos, aparte de ello estaba probando, sobre el sistema de no jugar y me puse aprobar esto pensando no me iban a descontar dinero pero me doy con la sorpresa que si me consumió saldo adjunto foto a lo cual yo pensando que estaba restringida mi cuenta me doy con la sorpresa que si se podía usar con mis saldo

Regarding the payments, we are going well, they have already deposited 38,000 soles, only the deposits are few and far between and it is very slow, I even have late withdrawals, at the beginning well but now they have given me the last withdrawal of 800 and I have several withdrawals even, since skrill is a faster transfer platform, I don't understand what the delay is, Today I only received 800 and I had more withdrawals, but I don't understand why they didn't put it with the other withdrawals on that date, What I don't understand either is that for each day he sends a single withdrawal, on 05 a withdrawal on 06 only 1 withdrawal but I make more withdrawals if you visualize, well dear friends of casino guru, I will continue waiting I don't know until when for you to finish paying me, While I please request at the same time, can you help me with the twist of luck, since as I mentioned, I used it thinking that it would not take away my balance, but when I check my low balance despite the restrictions that I sent in the previous message, I appreciate it as always your help

respecto a los pagos vamos bien ya me han depositado 38000 soles, solo que los depósitos son de a pocos y va muy lento, incluso tengo retiros en demora, al comienzo bien pero ahora me han dado lo ultimo un retiro de 800 y tengo varios retiros aun, ya que skrill es una plataforma mas rápida de transferencia no entiendo a que la demora,hoy recibi solo 800 y tenia mas retiros, pero no entiendo porque no lo pusieron con los demas retiros de esa fecha,, lo que tampoco entiendo es por cada dia manda un solo retiro, el 05 un retiro el 06 solo 1 retiro pero yo realice mas retiros si visualiza, bueno estimados amigos de casino guru, seguire esperando no se hasta cuando para que terminen de pagarme, mientra porfavor solicito a la vez puedan ayudarme con eso del giro de la suerte, ya que como comente yo lo use pensando que no me quitaria mi saldo, pero cuando verifique mi saldo bajo a pesar de las restricciones que mande en el mensaje anterior, agradezco como siempre su ayuda

UPDATE UNTIL TODAY I HAD A REMAINING BALANCE OF 248700, BUT DUE TO THAT ROULETTE PROBLEM I LOWERED IT TO 224,000, SADLY I INSISTED AGAIN I HAD A SECURITY BLOCK EVEN I HAVE NOT BEEN PLAYING THE CASINO FOR SEVERAL DAYS, UNTIL WAITING MY WITHDRAWALS AND I DID NOT KNOW THAT THAT COULD BE USED DESPITE HAVING LIMITED MY ACCOUNT. THANKS

ACTUALIZACION HASTA LA FECHA DE HOY TENIA UN SALDO RESTANTE DE 248700, PERO DEBIDO A ESE PROBLEMA DE LA RULETA ME BAJO A 224 000, LASTIMOSAMENTE VUELVO A INSISTIR YO TENIA UN BLOQUEO DE SEGURIDAD INCLUSO NO HE ESTADO JUGANDO AL CASINO DURANTE VARIOS DIAS, HASTA ESPERAR MIS RETIROS Y NO SABIA QUE SE PODIA USAR ESO A PESAR DE HABER LIMITADO MI CUENTA.GRACIAS

I consulted with the casino about the wheel of fortune and they told me that there is no demo, and that I should have read before playing, perhaps it was partly my mistake, but at the same time I thought that they would not discount my balance, thinking that having a game limiter , it would not happen, I thank you in advance that you could do in this case also casino guru friends.

consulte con el casino sobre la rueda de la fortuna y me indica que no existe demo, y que debí haber leído antes de jugar, quizás en parte fue mi error, pero a la vez pensé que no descontarían saldo pensando que al tener limitador de juego, no sucedería, agradezco de antemano que podría hacer en esta caso también amigos de casino gurú.

Hello, I need help, the casino tells me that I have no balance available, they no longer want to pay me, I told them that I had set a limit on losses and games and I don't understand how they were able to enter my account, I urgently need help since I had 220,000 soles in my account and for security I had put limitations on what I don't understand how they did it, I am crying impotently because I stopped playing for weeks to get all the money, waiting but all these days I have been receiving threats that they have I wanted to enter my Hotmail account and it seems that they have succeeded, I do not understand or understand, perhaps the casino does not have security, I tried to take care of my account and this happens to me please request that this be investigated ... and I demand the money that still needed to be withdrawn, I attached a video of how I saw that the balance was reduced and apart from that the shots of my email that they wanted to hack me, I even sent a message to Cristina, in the face of this situation that they were saying that they are trying to hack your account to leave you at zero. The video could not be uploaded but I have proof how every cent my money was removed from the casino without having used it.

hola necesito de ayuda el casino me indica que no tengo saldo disponible, ya no me quiere pagar, le indique que le había puesto limite de de perdidas y juegos y no entiendo como han podido ingresar a mi cuenta, necesito urgente la ayuda ya que tenia 220 000 soles en mi cuenta y por seguridad había puesto limitaciones a lo que no entiendo como lo han hecho, estoy llorando de impotencia porque deje de jugar semanas para sacar todo el dinero, esperando pero en todos estos días he esta recibiendo amenazas de que han querido entrar a mi cuenta de Hotmail y parece que lo han logrado, no entiendo ni comprendo acaso el casino no tiene seguridad, yo de mi parte trate de cuidar mi cuenta y me sucede esto porfavor solicito se investigue esto.... y exijo el dinero que aun faltaba retirar adjunto video de como veía que el saldo se reducía y aparte de ello las tomas de mi correo que han querido hackearme, incluso le envié un mensaje a correo cristina, frente a esta situación que estaban diciendo que intentan hackearte la cuenta para dejarte en cero. el video no se pudo subir pero tengo prueba como cada centavo se elimino mi dinero el casino sin haber usado.

I WAS REVIEWING MY ACCOUNT AGAIN AND I WAS SURPRISED THAT THEY CLONED MY IP... TO WHICH THEY PROCEEDED TO PLAY WITH THE AVAILABLE BALANCE I HAD, INCLUDING MY LOYALTY POINTS WHICH WERE AROUND 280,000 POINTS OR THERE I THINK, I ASKED THE CASINO AGAIN AND THEY TOLD ME THAT THEY HAD UNLOCKED THE LIMIT BUT WHAT I DON'T UNDERSTAND IS WHY THEY DID NOT NOTIFY BY MAIL ABOUT THIS EVENT, IF I HAVE BEEN WITHDRAWING AND LIMITING MY ACCOUNT FOR WEEKS, APARTS FROM THAT, I STARTED TO INVESTIGATE MORE DEEPER INTO THE ASSUMPTIONS GAMES THAT I MADE AND THE RTP HAS BEEN MANIPULATED SINCE I WAS VIEWING THAT MOST OF THE SPINS HAD NO WINS AND ONLY LOSSES, PLEASE ASK CASINOGURU TO REQUIRE THE SEQUENCES OF THE GAMES AND VERIFY THE RTP THAT SEEMS RARE TO ME, BECAUSE IN LESS THAN 6 HOURS THE BALANCE THAT I HAD WAS DELETED, BUT WHEN I WON THE BIG AMOUNT IT TAKEN ALMOST 2 TO 3 DAYS TO OBTAIN IT, THUS ARRIVING AT A REGULAR AMOUNT OF WIN, WHICH THE RTP WAS PRECISE SINCE I WIN AND LOSE WHEN I PLAYED BEFORE THOSE WHAT HAPPENED TODAY 05/08/2023, THANKS AGAIN I WILL CONTINUE TO INVESTIGATE ON MY PART ABOUT ALL THIS, SINCE I REALLY FEEL OUTRAGED BY THIS PROBLEM.

I DON'T REFUSE TO RECONCILE WITH ICECASINO SINCE THEY HAVE BEEN PAYING ME SOME BY FEW, BUT IT IS NOT REASONABLE FOR THEM NOT TO NOTIFY ANY INCIDENT SUCH AS DEACTIVATING THE LIMITS WITHOUT SENDING AN EMAIL OR MESSAGE, APART FROM THIS THE RTP HANDLING WHICH SEEMS LIKE IT WAS MANIPULATED.

ESTABA REVISANDO MI CUENTA NUEVAMENTE Y ME DOY CON LA SORPRESA QUE ME CLONARON LA IP.... A LO CUAL PROCEDIERON A JUGAR CON EL SALDO DISPONIBLE QUE TENIA, INCLUYENDO MIS PUNTOS DE LEALTAD QUE ERAN ALREDEDOR DE 280 000 PUNTOS O POR AHI CREO, VOLVI A PREGUNTAR AL CASINO Y ME INDICAN QUE HABIAN DESBLOQUEADO EL LIMITE PERO LO QUE NO ENTIENDO ES PORQUE NO AVISARON POR CORREO SOBRE ESE SUCESO, SI LLEVO SEMANAS RETIRANDO Y LIMITANDO MI CUENTA, APARTE DE ELLO, ME PUSE INVESTIGAR MAS A FONDO EN LOS SUPUESTOS JUEGOS QUE YO REALICE Y EL RTP HA SIDO MANIPULADO YA QUE VISUALIZABA QUE LA MAYORIA DE GIROS NO HABIAN GANANCIAS Y SOLO PERDIDAS, PORFAVOR PIDO A CASINOGURU QUE EXIJAN LAS SECUENCIAS DE LOS JUEGOS Y VERIFIQUEN LA RTP QUE ME PARECE RARO, PORQUE EN MENOS DE 6 HORAS EL SALDO QUE TENIA SE ELIMINO , PERO CUANDO YO GANE LA CANTIDAD FUERTE ME TOMO CASI 2 A 3 DIAS EN OBTENERLA, LLEGANDO ASI A UN MONTO REGULAR DE GANANCIA, LO CUAL EL RTP ESTABA PRECISO YA QUE PERDIA Y GANABA CUANDO JUGABA ANTES DE LO QUE PASO HOY 08/05/2023, GRACIAS NUEVAMENTE SEGUIRE INVESTIGANDO DE MI PARTE SOBRE TODO ESTO, YA QUE REALMENTE ME SIENTO INDIGNADO DE ESTE PROBLEMA.

NO ME NIEGO A CONCILIAR CON ICECASINO YA QUE ELLOS ME HAN ESTADO PAGANDO DE A POCOS, PERO TAMPOCO ES RAZONABLE QUE NO AVISEN FRENTE ALGUN INCIDENTE COMO EL DESACTIVAR LOS LIMITES SIN ENVIAR ALGUN CORREO O MENSAJE, APARTE DE ELLO LA MANIPULACION DE RTP QUE PARECE QUE FUE MANIPULADO.

Today, May 10, the casino has blocked me for no reason, I have not made any problems or anything towards them, I just wanted to see a solution, I did not rebuke them and they blocked it out of nowhere, I have not incurred any breach and when I was going to take screenshots of the page today, due to what happened it appears that I cannot enter I am still waiting for some solution or conciliation with them, since I insist this seems to me to be some trick used, apart from this, verifications of the rtp product of a hack of my account, the elimination of my limits in my account and now last the payments that made me 800 soles every 2 days, when I requested a withdrawal of less than 5000 euros, they make me more suspicious that the ice casino has manipulated many things, please casino guru I follow your response to this, according to what I investigate with a programmer It seems that they may have used a Mac operating system and broken the security system of my account, because as I indicated, my account had it with limits and the lady tells me that she did not have it, then she tells me that it was unlocked on May 8, but As I said above in another comment to unlock the system it takes 1 day and almost every day I have been verifying that it is active because when I logged in it appeared that I could not play and I trusted myself based on that security of the casino system, so as not to suffer losses in my account,.

Hoy 10 de mayo sin ninguna razon el casino, me ha bloqueado no he realizado problemas ni nada hacia ellos solo queria ver alguna solución, no les increpe nada y asi de la nada se bloqueo, no he incurrido ningun incumplimiento y cuando iba a tomar screenshots de la pagina hoy, por lo sucedido aparece que no puedo ingresar sigo a la espera de alguna solución o conciliación con ellos, ya que insisto esto me parece alguna artimaña usada, al margen de esto, verificaciones del rtp producto de un hackeo de mi cuenta, la eliminacion de mis limites en mi cuenta y ahora ultimo los pagos que me hacian de 800 soles cada 2 dias, cuando pedi retiro menor de 5000 euros, me hacen sospechar mas que el casino de hielo ha manipulado muchas cosas, porfavor casino guru sigo a su respuesta de esto, segun lo que investigue con un programador parece que pueden haber usado con un sistema operativo mac y romper el sistema de seguridad de mi cuenta, porque como indico mi cuenta lo tenia con limites y la señorita me dice que no tenia, luego me dice que se debloqueo el 8 de mayo, pero como dije arriba en otro comentario para desbloquear el sistema demora 1 dia y yo casi todos los dias eh estado verificando que este activo porque cuando ingresaba me aparecia que no podia jugar y yo me confie en base a esa seguridad del sistema del casino, para no sufrir perdidas en mi cuenta,.

In the same way, I will make my direct complaint to the regulatory entity allphone and curacao, I will go to the last so that this bad action that they have carried out is investigated and punished, as I indicate, I am a casual player in this and really that 220,000 disappear in one day, it is something very malicious, even if they are big bets, how is all that money going to be lost in 6 hours or they will tell me that the RTP was manipulated as I also indicated, I appreciate your kind help, but I have been thinking and thinking about it for days now This situation overwhelmed me and made me angry, because if I had some kind of gambling I would understand, but even my deposits have not been that high in a year and I have been a casual player of this. I hope you understand my discomfort.

De igual modo hare mi queja directa al ente regulador allphone y curacao, me ire hasta el ultimo para que se investigue y se castigue este mal accionar que han realizado, como indico yo soy un jugador casual en esto y realmente que se desaparezcan 220 000 en un dia, es algo muy malicioso, aun asi sean apuestas grandes como se va a perder en 6 horas todo ese dinero o me dirán que el rtp fue manipulado como tambien indique, agradezco su gentil ayuda, sino que ya llevo dias pebsando y oebsando en esta situacion que me tiebr abrumafo y con colera, porque si tuviera algun tipo de ludopatia entendería, pero incluso mis depositos no han sido tan altos en un año y he sido un jugador casual de esto. Espero entiendan mi malestar.

Today, May 10, I asked the casino about the blocking of my account and they know what they told me, that I have problems with the game, that is, they have told me addicted simply for asking or knowing about what happened, since I do not understand what happened and It's incredible that they insult me like that, I mean, it's normal that by asking for an investigation they classify me as that,

I have family, people I support and they insult me like that, I take this for fun and not to win, but if you win something it's better to retire and leave as I always have in mind and that's what I did these weeks to retire With what I've won, it's a shame how far icecasino has gone, insulting the client in this way, without having bothered with the case, telling me that I was blocked due to gambling addiction, perhaps when before this happened and I was betting with generous amounts, I was not They said nothing, but now that this happened they only skimp on closing.

Hoy 10 de mayo pregunté al casino por el bloqueo de mi cuenta y saben lo que me indicaron, que tengo problemas con el juego, es decir me han dicho adicto simplemente por preguntar o saber sobre lo sucedido, ya que no comprendo lo que paso y es increíble que me insulten de ese modo, osea es normal que por pedir un investigación me cataloguen de eso,

tengo familia, personas a las que mantengo y me insultan de ese modo, yo esto lo tomo por diversión y no por ganar, pero si se gana algo es mejor retirarse y salirse como lo tengo siempre presente y eso fue lo que hice estas semanas retirarme con lo ganado, es una pena hasta donde ha llegado icecasino insultando al cliente de este modo, sin haberse tomado las molestias del caso, diciendome que fui bloqueado por adiccion al juego, acaso cuando antes de que sucediera esto y apostaba con cantidades generosas no me decian nada, pero ahora que paso esto solo escatiman en cerrar.

Apart from that, I don't know what it will be, dear Kristina, but this has arrived. I send you a photo. I know that there are withdrawals in process, I say from where, to where and because now everything has just arrived, they are laundering money with user accounts and Those withdrawals never arrived before the event, they just sent me to my email today, with so many things like this already, I am focused more than ever on going to the last with the regulatory and supervisory entities so that they punish this wrongdoing, on top of that I feel that I was insulted cataloging myself as something that God saves me, which is compulsive gambling, I thank you in advance for your help and once again apologize for writing and reporting these events.

Aparte de ello no se que sera estimada kristina, pero me llega esto le envio foto se que hay retiros en procesos, yo digo de donde, hacia donde y porque ahora recien me llega todo, ellos estan realizando lavados de dinero con cuentas de usuarios y esos retiros nunca llegaron antes del suceso, recien hoy me remiten a mi correo, ya con tantas cosas asi, estoy enfocado mas que nunca irme hasta lo ultimo con los entes reguladores y supervisores para que castiguen este mal accionar, encima que siento que fui insultado catalogandome de algo que dios me libre que es la ludopatia, agradezco de antemano su ayuda y nuevamente disculpas por estar escribiendo y reportando estos sucesos.

I'm sorry but if your login information has been compromised there's not much we can do for you and it would be close to impossible to prove that your account was accessed by the casino itself. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.

Please understand that proving that a third party entered your casino account is something that authorities such as the police should deal with, not our forum. It is a substantial amount and the entire incident should be classified as cybercrime. Sadly, we do not have the resources to investigate such cases.

Could you please advise if you had any active balance in your casino account before you were blocked?

Hello Kristina, good news in part, first of all inviting the Communication to the ice casino, secondly speaking with the authorities of my country we managed to find the culprit they are 2 people with Venezuelan nationality who were friends, that because I live in a building, I share the Wi-Fi, and when these people saw that they were able to break the system by phishing but could not withdraw profits from my account, they acted in a bad way and used the balance that Sun had left me, unfortunately I told them because of the emotion to them, as I thought we were friends, they are already under investigation for the crime of computer theft, since as I previously stressed the casino took time but paid and therefore I want to invite the ice casino, to be able to continue with them and apologize for the case, I also want them to be able to manage my change of email, so that I can be safe and continue a relationship with them.

After this I have a remaining balance of a championship that I was reviewing As I see it, I was ranked 16th, in the same way I appreciate the help that they have tried to give me without first having a conversation with someone close to the ice casino... Thank you very much, I will be waiting

Hola kristina, buenas noticias en parte, en primer lugar invitar a la Comunicación a casino de hielo, en segundo lugar hablando con las autoridades de mi pais logramos encontrar al culpable se tratan de 2 personas con nacionalidad venezolana que eran amigos, que debido a que vivo en un edificio, les comparto el wifi, y estas personas al ver que pudieron romper el sistema mediante pishing pero no puedieron retirar ganancias de mi cuenta, actuaron de mala manera y usaron el saldo que sun me restaba, lamentablemente por la emoción les comente a ellos, según pense que éramos amigos, ellos ya estan en investigacion por delito de robos informaticos, ya que como recalque anteriormente el casino demoraba pero pagaba y por ello quiero invitar al casino de hielo, para poder seguir con ellos y pedirles las disculpas del caso, asimismo deseo que ellos puedan gestionar mi cambio de correo de electronico, para asi poder estar a salvo y continuar un lazo con ellos,.

Después de esto tengo un saldo restante de un campeonato que estaba revisando segun visualizo quede en el puesto 16,de igual modo agradezco la ayuda que me han tratado de brindar sin antes tener una conversacion con un allegado de casino de hielo... Muchas graciad estare a la espera

The casino also told me that there is an amount of 320 soles in my account but that the account is blocked.

El casino tambien me indico que hay un monto de 320 soles en mi cuenta pero que la cuenta esta bloqueada..

Unfortunately, we cannot help you restore the missing winnings, but we can at least get in touch with the casino to see if there is any chance to receive your remaining balance and possibly reopen your account.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello bryam1915,

I'm Michal and I have taken over your complaint. I have reviewed this case and as my colleague Kristina mentioned, there is unfortunately not much we can do here. Please understand that proving that a third party entered your casino account is something that authorities such as the police should deal with, not our forum.

I can understand that it probably won't be a satisfactory solution for you, but at least we can try to ask the casino to send you your remaining balance and possibly reopen your account.

We would like to invite IceCasino to join the conversation.

Dear IceCasino,

We understand that even your options are limited here, as most of the money is gone, but is it possible to send the remaining balance of 320 soles to the player and possibly reopen his casino account?

Thanks it's ok I'll be waiting

Gracias esta bien estare a la espera

Hello all

The player may withdraw the remaining 320 soles. A deposit limit and a gambling limit was applied just in case.

After a withdrawal, the account will be permanently blocked.

Regards

Hello all

The player may withdraw the remaining 320 soles. A deposit limit and a gambling limit was applied just in case.

After a withdrawal, the account will be permanently blocked.

Regards

Thank you for your response, IceCasino.

Dear bryam1915,

The good news is, you will be able to withdraw your remaining balance, the (maybe) not-so-good news is, that Ice Casino decided to permanently block your account. I can understand if you won't be much happy about this, but every casino has the right to close any account at their own discretion as long as all the financial obligations have been fulfilled. This is an industry-standard rule.

Please let me know once you successfully receive the 320 soles.

Hello,

The money was paid out.

Kind regards

HELLO MICHAL, HOW WAS THE MONEY DELIVERED TO ME, I JUST NEED ONE LAST SOLUTION FOR ICECASINO, ACCORDING TO THE CYBER THEFT DEPARTMENT IN PERU, THEY ARE ASKING ME FOR PROOF OF THE TURNS MADE ON MAY 7 AND 8, SINCE THEY INVESTIGATED THEY ARE CLAIMING THAT THEY PLAYED THE GAMES BECAUSE OF SUFFERING FROM AN ILLNESS AND THAT THESE MACHINES ATE THE DIERON, TO WHICH THE POLICE REPORT THAT THE LAWYER INDICATED TO ME IS THAT WHEN THEY HAVE A CERTAIN ILLNESS, PART OF THESE PEOPLE WILL NOT GO TO JAIL BUT TO A PSYCHIATRIC PLACE IN PERU, THEN THEY WANT TO CORROBORATE AS I INDICATED ABOVE THE TURNS MADE BECAUSE IN 6 OR 8 HOURS OF GAME THEY COULD NOT LOSE A HUGE AMOUNT, UNLESS THERE WAS MANIPULATION BY MEANS, SO I ASK ICECASINO FOR THE REQUIREMENT OF THE SPINS PLAYED IN THOSE HOURS WHERE THE 220 THOUSAND SOLES THAT WAS LOST, IF IN ANY CASE THEY DO NOT GIVE ME THE EXTRACT OR THEY REFUSE, I WILL BE OBLIGED TO COMMUNICATE WITH THE REGULATORY ENTITY AND AT THE SAME TIME ICECASINO WILL HAVE TO BE INVOLVED IN THE INVESTIGATION THROUGHOUT.

I THANK YOU IN ADVANCE FOR YOUR HELP MICHAL AND AS YOU INDICATED ABOVE THIS IS ALREADY A POLICE AND CYBER INVESTIGATION MATTER, PLEASE LET ME KNOW WHAT ICECASINO SHOWS YOU AS I NEED THE EXTRACT OF THE GAMES ON MAY 8TH.

I WAIT FOR YOUR ANSWERS

HOLA MICHAL, QUE TAL EL DINERO ME FUE ENTREGADO, SOLO NECESITO UNA ULTIMA SOLUCION PARA ICECASINO, SEGUN EL DEPARTAMENTO DE ROBO CIBERNETICO EN PERU ME ESTAN PIDIENDO LAS PRUEBAS DE LOS GIROS REALIZADOS DEL DIA DEL DIA 7 Y 8 DE MAYO, YA QUE LOS INVESTIGADOS ESTAN ADUCIENDO QUE JUGARON POR SUFRIR DE UNA ENFERMEDAD A LOS JUEGOS Y QUE ESAS MAQUINAS SE COMIERON EL DIERON, A LO CUAL EL INFORME POLICIAL QUE ME INDICO EL ABOGADO ES QUE AL HABER CIERTA ENFERMEDAD PARTE DE ESTAS PERSONAS NO IRAN A LA CARCERL SINO A UN LUGAR PSIQUIATRICO EN PERU, ENTONCES AL MARGEN DE ELLO QUIEREN CORROBORAR COMO LE INDIQUE ARRIBA LOS GIROS REALIZADOS YA QUE EN 6 U 8 HORAS DE JUEGO NO PODRIAN PERDER ENORME CANTIDAD, AL MENOS QUE ALLA HABIDO MANIPULACION DE POR MEDIO, ASI QUE PIDO A ICECASINO EL REQUERIMIENTO DE LOS GIROS JUGADOS DE ESAS HORAS DONDE SE PERDIO LOS 220 MIL SOLES QUE SE PERDIO, SI EN TODO CASO NO ME DAN EL EXTRACTO O SE NIEGAN, ME TENDRE OBLIGADO A COMUNICARME CON EL ENTE REGULADOR Y A LA VEZ ICECASINO TENDRA QUE VERSE INVOLUCRADO EN LA INVESTIGACION DE POR MEDIO.

AGRADEZCO DE ANTEMANO TU AYUDA MICHAL Y COMO INDICASTE ARRIBA ESTO YA ES COSA POLICIAL E INVESTIGACION CIBERNETICA, ME AVISAS POR FAVOR QUE TE INDICA ICECASINO YA QUE NECESITO EL EXTRACTO DE LOS JUEGOS DEL DIA 8 DE MAYO.

QUEDO ATENTO A SUS RESPUESTAS

Dear bryam1915,

I'm sorry but I'm not sure I fully understand your last message. Did you receive the 320 soles?

Do I understand correctly that you asking for the gameplay log from your casino account from the 7th and 8th of May?

Hello how are you, if michal I request the registration of May 7 and 8 since the authorities of my country are requesting me, at the same time also indicate that they have already made the payment of the 320.

The only thing missing is icecasino's record of the extracts that it indicates, because here in my country MINCETUR, being the General Directorate of Casino Games and Slot Machines in charge of executing this role, will enter into an Investigation, on whether or not there was part manipulation of RTP, since they themselves are surprised that in so few hours an online casino admits high losses, without further ado I await icecasino's prompt response about them, I am waiting and thank you very much Michal for all the support provided.

Hola que tal, Si michal solicito el registro de 7 y 8 de mayo ya que las autoridades de mi país están solicitándome, a la vez también indicar que ya realizaron el pago de los 320.

Solo faltaría el registro de parte de icecasino sobre los extractos que indique, porque aquí en mi país MINCETUR, siendo la Dirección General de Juegos de Casino y Máquinas Tragamonedas la encargada de ejecutar este rol, entrará en Investigación, sobre si hubo o no en parte manipulación de RTP, ya que ellos mismos están sorprendidos que en tan pocas horas un casino online admita pérdidas elevadas, sin mas que decir espero la pronta respuesta de icecasino sobre ellos, quedo a la espera y muchas gracias Michal por todo el apoyo brindado.

Dear bryam1915,

I'm glad you have received the 320 soles. I will ask the casino if they can provide the game log of your account from the 7th and 8th of May. Regarding the losses, just so you know, the casino system is not required to check all the gameplay for all the customers in real-time. There are players (Highrollers) that can play over ten thousand USD or EUR within a few minutes and it is nothing unusual. The gameplay check for any irregularities is usually done only when the players submit a withdrawal request. Hopefully, you will be able to sort the issue out with the relevant authorities.

Dear IceCasino,

Can you please provide the player with the game log of their account from the 7th and 8th of May?

I will be waiting my dear Michal, I have already sent an email to icecasino but they do not respond, it seems that I will have to go to the regulatory body since they seem to ignore or are evading the answer to it.

I hope not to speculate on the manipulation of the RTP of that day.

I remain to answer.

Estaré a la espera mi estimado Michal, ya envié correo a icecasino pero no responden, parece que tendré que ir con el ente regulador ya que parecieran que ignoran o están evadiendo la respuesta de ello.

Espero no especular sobre la manipulación del RTP de ese día.

Quedo a respuesta.

Dear bryam1915

Since this concerns the personal data request, we are kindly asking you to contact our GDPR officer via e-mail privacy@icecasino.com and request whatever is needed.

Thank you!

Kind regards

I will send and as soon as I receive everything required, I will ask to close the topic... Meanwhile, Michal, who is still waiting. Thank you

Enviare y apenas me llegue todo lo requerido pediré cerrar el tema... Mientras tanto Michal que aún se mantenga en espera. Gracias

Dear bryam1915,

Did you receive the requested evidence from IceCasino already?

Not yet

Aun no

Hello,

We've been told that all the information requested was provided.

Kind regards

I don't know if it's a joke but they only sent me an xcel where you can see the total

No se si es burla pero me enviaron solo un xcel donde se ve el total

I do not see the plays that were made, as well as when I entered the game and could see the amount and amounts bet

No visualizo las jugadas que se realizaron, así como al momento de que entraba al juego y podía visualizar los monto y cantidades apostados

If this is not a mockery of what I was asking for, then I don't know what Michal is, because he doesn't want to provide me with the games made

Si esto no es burla a lo que estaba pidiendo, entonces no se que es Michal, porque no me quiere facilitar los juegos realizados

Dear bryam1915,

The player game log in XLS is a standard format. Casinos normally receive/store it like this. Even game providers often provide gameplay like this, I'm not sure what form were you expecting. Maybe what you need to do is to adjust the filter in the xls sheet, so that all the information is showing correctly in each collum. Please understand that it is very unlikely that casinos will be able to provide you with the gameplay in a form of a video or similar. We receive the game logs from the casinos in a similar XLS format as well if we need them, but this of course differs from casino to casino. If you want you can forward your game log sheet to me at michal.k@casino.guru and I will double-check it for you.

Thanks michal I'll send it to you

Gracias michal ahí te lo envío

Dear bryam1915,

I have replied to your email. As mentioned in my email, this case has moved to a state where it is beyond our competence so I am afraid we can't help you further as this needs to be investigated by the relevant authorities. Please let me know if you need any assistance with anything else.

Ok Michal I understand your point of view, once again I thank you and the entire casino guru team for the help, I will continue with the investigation on my part since I would have preferred to have the game extract step by step, like when I entered the page from the casino and visualize game by game, this will be something long and anyway I will ask the regulatory entity for that extract that the authorities of my country are asking me for, since a simple excel does not indicate what we are trying to visualize and analyze, since This is not evidence of the event that occurred on May 8.

Thank you very much and I will continue to report it externally.

Heartily grateful for your help.

Esta bien Michal entiendo tu punto de vista, nuevamente agradezco a ti y a todo el equipo de casino guru por la ayuda, de mi parte seguiré con la investigación ya que hubiera preferido tener el extracto de juego paso a paso, como cuando entraba a la página del casino y visualiza juego por juego, esto será algo largo y de todos modos pediré al ente regulador ese extracto que las autoridades de mi pais me están pidiendo, ya que un simple excel no me indica lo que tratamos de visualizar y analizar, ya que este no es un medio probatorio del suceso que se dio el día 8 de mayo,.

Muchas gracias y continuaré con lo denuncia externamente.

Agradecido de corazón con tu ayuda.

Dear bryam1915,

Although I would like to help you, sadly as I have mentioned above your case has moved to a state where it is beyond our competence. I'm glad we were able to help you to get at least the 320 soles from your account, but this is the maximum we could do. I appreciate your understanding.

I truly hope you will be able to solve your issue with the relevant authorities, feel free to update me on the development via email.

We however after gathering all the information are forced to close this complaint as rejected.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help. 

Best regards,

Michal