IceCasino - El jugador recibió un retiro de criptomonedas menor al esperado.

The casino approved my withdrawal of €2000 in crypto, but they only paid €1780. When I asked, the casino insisted they use a different exchange rate than the market rate. This makes no sense because I had to pay the market rate (+€50 fee, which I can live with) when depositing. However, it's absolutely unacceptable that I don't receive my full €2000, but instead €220 less. I am attaching evidence and

Das Casino hat meine Auszahlung von 2000€ in Crypto genehmigt, allerdings nur 1780€ bezahlt. Auf Nachfrage besteht das Casino darauf, dass sie einen anderen Wechselkurs benutzen als Marktüblich. Das macht keinen Sinn, da ich bei der Einzahlung auch den Marktüblichen Wechselkurs bezahlt habe (+50€ Gebühr! aber damit kann ich noch leben). Dass ich nicht meine vollen 2000€ bekomme sondern 220€ weniger ist allerdings eine bodenlose Frechheit. Ich füge Beweise und

Dear lolzgamer12099,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you're facing regarding your cryptocurrency withdrawal. To better understand your situation, I’d like to ask a few questions:

• Could you please confirm if the casino mentioned any specific terms or policies regarding exchange rates or withdrawal fees when using cryptocurrencies?
• Have you received any further clarification from the casino on why they used a different exchange rate for your withdrawal compared to your deposit?
• Do you have a breakdown of the €220 discrepancy, and has the casino explained whether this is due to exchange rates or any other fees?
• Could you confirm if the withdrawal was processed in full before the fee was deducted by a third-party payment processor?

It’s important to note that usually, we do not hold casinos accountable for unexpected fees if they can prove that they sent the full amount and that the fee was applied later by a third-party processor.

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

P.S. Please feel free to forward any additional communication or evidence to petronela.k@casino.guru.

Dear Petronela,

I found no reference to fees in the terms and conditions. The employees in the live chat also constantly denied that there were fees and claimed that the average market exchange rate was used, which is simply not true.

The breakdown of €220 is visible in my screenshots. I don't know if the casino underpaid €220 or if a third party deducted €220. But as I said, according to the casino, they paid according to the average exchange rate and no fee was charged (see screenshot), which is factually incorrect.

Liebe Petronela,

ich habe in den AGB keine Hinweise auf Gebühren gefunden. Die Mitarbeiter im Live-Chat haben auch ständig dementiert, dass es sich um Gebühren handelt sondern behauptet es sei der durchschnittliche Markt-Wechselkurs verwendet worden, was schlicht nicht stimmt.

Die Aufschlüsselung von 220€ ist in meinen Screenshots erkennbar. Ich weiß nicht ob das Casino 220€ zu wenig gezahlt hat oder ob ein Drittanbieter 220€ abgezogen hat. Aber wie gesagt, laut dem Casino wurde gemäß dem durchschnittlichen Wechselkurs gezahlt und keine Gebühr erhoben(siehe Screenshot), was faktisch falsch ist.

Hi lolzgamer12099,

• I’m sorry, but could you clarify which currency you used when depositing funds, playing in your casino account, and for the subsequent withdrawal?
• Additionally, regarding the other withdrawal processed on October 20th, did you experience the same issue with this transaction?

Any details you can provide would be very helpful for us in understanding the full scope of the situation.

Thank you.

Dear Petronela,

Deposit was also crypto(Ltc), games were played in euros, withdrawals in Crypto(ETH).

Yes, the problem was the same with the second withdrawal, but I only got €30 too little. It seems that the casino charges a 10% fee on crypto withdrawals. So in total I was cheated out of €250.

Liebe Petronela,

Einzahlung war ebenfalls crypto(Ltc), gespielt wurde in euro, auszahlungen in Crypto(ETH).

Ja, das Problem war bei der zweiten Auszahlung auch, allerdings da nur 30€ zu wenig bekommen. Es scheint als verlangt das Casino auf crypto auszahlungen 10% Gebühren. Insgesamt wurde ich so also um 250€ betrogen.

Hi lolzgamer12099,

I'm truly sorry for any frustration this has caused. As the casino has previously explained, they apply a different exchange rate for cryptocurrency transactions than rates listed on popular sources like search engines or exchange platforms. This means that the 10% difference you noticed was not an intentional deduction but rather a result of the exchange rate they use.

Since this wasn’t the first time you experienced this difference, we hope you were already somewhat aware of it. Additionally, the casino has reviewed your case and declined to offer any compensation.

Without new evidence indicating that a refund is warranted, we’ll unfortunately have to reject your complaint. Please reach out if you need any further clarification or have other questions—we’re here to help as best we can.

Dear Petronela,

That's the thing: If it were just a matter of different exchange rates, that would be OK. But then this exchange rate should have applied to the deposit. But that wasn't the case, the casino charged the market rate + 5% fee when making the deposit, which makes your argument invalid. And no, I didn't know about it beforehand. My previous withdrawals were made with Jeton eWallet without a fee, but the casino has removed this withdrawal option, so crypto is now the only option available.

Liebe Petronela,

das ist eben das Ding: Wenn es sich nur um unterschiedliche Wechselkurse handeln würde wäre das ok. Dann hätte allerdings bei der Einzahlung ebenfalls dieser Wechselkurs gelten sollen. Das war aber nicht der Fall, das Casino hat bei der Einzahlung den marktüblichen Kurs +5% Gebühr verlangt, womit ihr Argument hinfällig ist. Und nein, ich habe nicht davor bescheid gewusst. Meine vorherigen Auszahlungen wurden mit Jeton eWallet ohne Gebühr ausgeführt, allerdings hat das Casino diese Auszahlungsmöglichkeit entfernt, wodurch nur noch Crypto als Möglichkeit verfügbar ist.

Hello lolzgamer12099,

Apologies for the delayed response—I was on vacation. Could you please send me the transaction hash by copying and pasting it here instead of a screenshot?

Thank you very much.

Thank you very much, lolzgamer12099, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I adjusted the disputed amount from €220 to €2,220.

Dear lolzgamer12099,

My name is Kubo, and I will be handling your complaint moving forward. If there have been any updates regarding this case since the last communication, please feel free to share them with me.

I would also like to invite representatives from IceCasino to join this discussion and provide any relevant information that could assist in resolving this issue promptly.

Dear IceCasino,

I am writing to request a detailed explanation regarding a recent withdrawal that was lower than expected. Could you please clarify the reasons behind the discrepancy in the amount received by the player? Specifically, I would appreciate a breakdown of how the final withdrawal amount was calculated, including any fees or deductions that were applied.

Your assistance in providing this information is greatly appreciated, and I look forward to your response.

Thank you in advance for your attention to this matter.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lolzgamer12099

Can you please specify your account ID in order to investigate?

Hence the player with the e-mail [hidden by the forum admin] does not have any gaming activity.

Regards

I can't give you that because after I submitted this complaint three weeks ago, you blocked my account due to an alleged gambling addiction (which I know nothing about). The account had over €2000 on it, which you withheld from me in addition to the €220 fee. I have already written numerous emails confirming that I am not addicted to gambling, but they were ignored. When I tried to log in, a second account was opened with exactly the same login details (it's incomprehensible that that's even possible). I asked for this account to be deleted; I just want to finally access my account on which I played with €2000!

Die kann ich nicht angeben da ihr nachdem ich diese Beschwerde eingereicht habe vor drei Wochen meinen Account aufgrund einer angeblichen Spielsucht (von der ich nichts weiß) gesperrt habt. Der Account hatte über 2000€ drauf welche ihr mir zusätzlich zu den 220€ Gebühren vorenthaltet. Ich habe schon zahlreiche E-Mails geschrieben in denen ich bestätige, keine Glückspielsucht zu haben aber die wurden ignoriert. Beim Versuch mich einzuloggen wurde wohl ein zweite Account mit den exakt gleichen Zugangsdaten eröffnet (schon unverständlich, dass das überhaupt möglich ist) . Ich habe gebeten diesen account zu löschen ich möchte einfach endlich auf meinen Account zugreifen auf dem ich gespielt habe mit 2000€!

Dear lolzgamer12099

It is technically not possible to create the same account with the same e-mail/phone.

Please kindly provide the e-mail address you are registered at IceCasino.

Regards

My account is fully verified. Several deposits and withdrawals have been made.

lolzgamer12099@gmail.com

Mein account ist vollständig verifiziert. Es wurden mehrere Ein- und Auszahlungen durchgeführt.

Dear lolzgamer12099,

It seems highly unlikely that a second account was created using the same credentials as your first account. Could you please double-check the details again?

Dear IceCasino,

Thank you for your response. In the meantime, would it be possible to locate the player’s account using the transaction ID or the wallet address provided in the screenshot included in the first post of this thread?

Looking forward to your reply.

Dear Kobu,

I'm just repeating what IceCasino support told me when I asked him why all my money had disappeared from my account. He said there were two accounts with this email and my original account was blocked because of an alleged gambling addiction. He told me to write to support to say that I don't have a gambling addiction but it didn't work.

Lieber Kobu,

ich gebe nur das wieder, was mir ein IceCasino Support gesagt hat, als ich ihn fragte warum mein ganzes Geld von meinem Konto verschwunden ist. Er meinte es gibt zwei accounts mit dieser Email und mein Original Account wurde wegen einer angeblichen Spielsucht gesperrt. Er hat mich angewiesen dem support zu schreiben, dass ich keine Spielsucht habe aber es hat nicht funktioniert.

I only received 1780€, hence the complaint (see screenshots). I still can't log into my account.

Ich habe nur 1780€ erhalten, deswegen die Beschwerde (siehe Screenshots). Ich kann mich noch immer nicht in meinen Account einloggen.

Dear lolzgamer12099

Can you kindly clarify why the disputed amount within the complaint is 2220 eur?

Kind regards

Because after I filed a complaint about the €220 fee, my account was blocked and still had over €2000 in it. So in total I am missing at least €2220.

Weil nachdem ich eine Beschwerde für die Gebühr von 220€ eingereicht habe, mein Konto gesperrt wurde auf dem noch über 2000€ lagen. Insgesamt sind also mindestens 2220€ die mir fehlen.

Dear lolzgamer12099

Are you 100% sure there was an amount of 2k remaining?

Thanks

It was about €2000. I am 100% sure that the amount was between €1900 and €2100.

Es waren ungefähr 2000€. Ich bin mir zu 100% sicher, dass der Betrag zwischen 1900€ und 2100€ lag.

Dear lolzgamer12099

We have a suggestion - let's unblock your account and apply the gambling limits, just for you to check out your gaming activity, etc.

Obviously, you should understand, that the operator could not block your account due to gambling addiction with thousands on a balance.

The issue with commission will be resolved right after we get the clarifications re the disputed amounts.

Kind regards

Yes, please unblock my account as I have asked you several times by email. I also find it very strange that you have blocked my account with active credit and have not initiated any withdrawals, even though I never said I had a gambling addiction.

Please just unlock my account so I can finally withdraw my balance.

Ja, bitte entsperrt meinen Account wie ich euch schon mehrmals per email gebeten habe. Ich finde es auch sehr merkwürdig, dass ihr meinen Account mit aktiven Guthaben sperrt, keine Auszahlung einleitet und das, obwohl ich nie gesagt habe ich hätte eine Glückspielsucht.

Entsperrt bitte einfach meinen Account, damit ich endlich mein Guthaben auszahlen kann.

Dear lolzgamer12099

According to the records, the account is not blocked. The limits for gambling were applied.

Please freely access your account and check the gaming history.

Kind regards

The same error message still appears 'User is blocked'

My email is as I said and that is also 100% correct. I have been receiving emails from Icecasino for months, so it is not possible that I made a typo.

Es taucht immer noch diesselbe Fehlermeldung auf 'User is blocked'

Meine email ist wie gesagt lolzgamer12099@gmail.com und auch die ist zu 100% korrekt. Ich erhalte von Icecasino seit Monaten emails also kann auch nicht sein, dass ich mich da vertippt habe.

Dear

We can see you are trying to access account

lolz***er12099@gmail.com.

Once again, that is not your gaming account, there is no gaming activity at all there.

Your account is lolz**per32099@gmail.com

Hope this clarifies.

Regards

lolz**

is not my email! I see it for the first time! I want to access my account that belongs to me and has €2000 on it! You've been keeping me away from my account for so long with different excuses! I want my money!

Edit: I am attaching a screenshot that proves that I correctly created the account on September 7th with the email created.

lolz**per32099@gmail.com

ist nicht meine email! Ich sehe die zum ersten mal! Ich möchte auf meinen account lolzgamer12099@gmail.com zugreifen der mir gehört und auf dem 2000€ liegen! Ihr haltet mich jetzt schon so lange mit unterschiedlichen Ausreden von meinem Account fern! Ich möchte mein Geld!

Edit: Ich füge noch einen Screenshot bei, der beweist, dass ich den Account korrekt am 07.September mit der email lolzgamer12099@gmail.com erstellt habe.

Dear lolzgamer12099

Suppose you are right (but you are not), can you also find any e-mails confirming your deposits or withdrawal within the e-mail address above? (just a reminder, you have 11 deposits and 12 withdrawals)

Is this your phone number: +49157**593**2 ?

Regards

I have numerous such emails because I am very right (see example screenshot)

Ich habe zahlreiche solche emails, da ich sehr wohl Recht habe (siehe Beispiel Screenshot)

Dear lolzgamer12099

Can you please clarify if you ever requested an e-mail change?

Regards

No, never. I have never said that I have a gambling addiction and have never requested exclusion, which I have told you several times over the past few weeks.

Nein, niemals. Ich habe auch nie gesagt, dass ich eine Glücksspielsucht habe und habe nie Ausschluss beantragt, was ich euch schon seit Wochen mehrmals mitgeteilt habe.

Dear lolzgamer12099

It is crucial to understand if you ever requested the change of your e-mail. (we are now not talking about self-exclusion)

Thank you

As I said, no never.

Wie gesagt, nein niemals.

Dear lolzgamer12099

As we are running internal investigation, can you please let us know, what language did you always use while speaking to online support?

What device/devices were used for accessing the website?

Regards

I only speak German and English. I think I've always used English to speak to your support.

I only play with my smartphone.

Ich spreche nur Deutsch und Englisch. Ich denke ich habe wohl immer Englisch benutzt um mit eurem Support zu sprechen.

Ich spiele ausschließlich mit meinem Smartphone.

Dear lolzgamer12099

Thank you for the above

yes, we confirm, that all correspondence with support, including the request of changing E-mail address was done in English language.

Can you please be a bit more specific with the device(-s) model?

Regards

I am using a brand new Oneplus 12

Ich verwende ein brandneues Oneplus 12

Hello Everyone,

I can see there has been a significant amount of communication added throughout the time this complaint has been open. I want to express my gratitude for IceCasino's active participation and dedication, as well as the player's cooperation in addressing all the casino's inquiries.

Given the complexity of this case, particularly with the secondary account somehow being linked to the primary account - yet seemingly devoid of any transactions or gameplay - I would like to extend the investigation timeline to look into this matter further. I’ve already reached out to the casino representative via an external channel, but as the investigation has just commenced, there are no updates to share at this time.

Rest assured, as soon as I receive any new information, I will promptly provide an update here.

Thank you all for your continued cooperation and understanding.

I would also like to add that if someone really requested to change my email address, it is probably a scammer who wanted to gain control of my account. I just hope that the casino did not allow this and that my €2000 is safe.

Ich möchte noch hinzufügen, falls wirklich jemand beantragt hat meine e-mail Adresse zu ändern, handelt es sich wohl um einen Betrüger der sich Kontrolle über meinen Account verschaffen wollte. Ich hoffe nur, dass das Casino das nicht zugelassen hat und meine 2000€ sicher sind.

Dear IceCasino,

I wanted to follow up and check if you've had a chance to dive deeper into the issue with the player's account. Could you please provide any updates or findings from your investigation so far? It would be helpful to understand what happened and how it can be resolved.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Dear Kubo

We are kindly asking for some more time to run investigation.

Thank you!

Dear IceCasino,

I wanted to kindly follow up and check if there have been any updates regarding your investigation.

Thank you for your time and assistance.

Hello Kubo, lolzgamer12099

Sorry it took so long to investigate.

We can confirm, that the player's account was hacked from India.

We restored the amount on the player's balance, the player must change the password for their e-mail first and notify us here. Furthermore, we highly suggest using robust password.

We will unlock the account and will ask to set a new password for the casino account as well.

Kind regards

Thanks for the information, that is worrying. I changed my email password, but I don't think anyone had access to my email account, at least that wasn't shown.

Danke für die Information, das ist ja beunruhigend. Ich habe das Passwort meiner email geändert, es hat aber denke ich keiner Zugriff auf meinen Email account gehabt, zumindest wurde das nicht angezeigt.

Dear lolzgamer12099

Please kindly restore access to your account by using the "Forgot password form".

Let us know if everything worked out.

Regards

I actually managed to change my password and log in using my cell phone number! My balance is still there just like before! Thank you all!! I have already requested a withdrawal 🙂

Mit meiner Handynummer habe ich es tatsächlich geschafft mein Passwort zu ändern und mich einzuloggen! Mein Guthaben ist auch genauso noch vorhanden wie davor! Danke euch allen!! Ich habe bereits eine Auszahlung beantragt 🙂

I have to take everything back, I can't get into my account again! My account is temporarily closed due to gambling addiction, which I never disclosed. The same scam again, it's annoying!

Ich muss alles zurücknehmen ich kann schon wieder nicht in mein Konto rein! Mein Konto ist temporär geschlossen wegen Glückspielsucht, die ich nie angegeben habe. Die gleiche Masche wieder, es nervt!

Dear lolzgamer12099

We can see that your account once again was compromised, more than that, the hacker from India knew your newly created password! Please make sure you use robust password for your e-mail, make sure no one else has access to your e-mail account/gaming account.

Please change the password for your e-mail. And notify us.

Regards

I changed my email password again and also activated 2FA. But I don't think anyone had control over my email account. Why do you think that?

Ich habe mein email Passwort erneut geändert und zusätzlich 2FA aktiviert. Ich denke aber nicht, dass jemand die Kontrolle über meinen E-Mail Account hatte. Warum denk ihr das?

Dear lolzgamer12099

The hacker simply logged in with your newly created password, there were no failed attempts, etc.

We've discredited your account once again, please set a new password via restoration option.

Kind regards

Dear  lolzgamer12099

Have you managed to restore access to your gaming account?

Did you request the withdrawals? If so, can you specify the payout method used?

Regards

Dear IceCasino,

Thank you for thoroughly investigating this matter and identifying the issue.

Dear lolzgamer12099,

Were you able to access your account and successfully request the withdrawal? Additionally, could you confirm the payout method as requested by the casino?

Thank you.

Dear lolzgamer12099,

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 apologize, my message was apparently not sent. I now have full control over my account again and have successfully withdrawn the first half of the money. It must have really been a hacker in my account. I am currently still waiting for the rest of my withdrawal (it has been stuck for about a week), but I am convinced that I will receive it.

Thank you so much for your great help!

Ich entschuldige mich, meine Nachricht wurde wohl nicht abgeschickt. Ich habe mittlerweile wieder volle Kontrolle über meinen Account und auch schon die erste Hälfte des Geldes erfolgreich abgehoben. Es war wohl wirklich ein Hacker in meinem Account. Ich warte aktuell noch auf meine restliche Auszahlung (diese steckt seit etwa einer Woche fest), aber ich bin überzeugt, dass ich sie auch erhalten werde.

Vielen vielen Dank für eure großartige Hilfe!

Dear lolzgamer12099,

Thank you for the update. I'm glad to hear that you’ve successfully regained access to your account and were able to withdraw the first half of your funds.

Please kindly confirm once you have received the second half.

Thank you for your cooperation.

I received everything, thanks again!

Ich habe alles erhalten, danke nochmal!

Dear Kubo

Please kindly let us know if we may assist the player in any other way.

Regards

Dear lolzgamer12099,

I'm pleased to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo