IceCasino - El retiro del jugador se ha retrasado y faltan fondos.

Good evening, I would like to consult you, I had a problem with Ice Casino, during the morning I bet money in which I won 4,006,741, I wanted to withdraw 4 million and it did not allow me, in which I contacted them via chat to consult and they told me that they will update the page on which the app was installed, I made a withdrawal of 1 million and at 3:00 p.m. I entered a meeting via meet, at approximately 5:00 p.m. I entered and the money was not there, I bet more money to play, I contacted them again and they do not want to answer me with what happened, they only say that the money continued to be bet even though I did not play more because it was a lot of money to play when I could lose it, they told me that you could help me, I just need help with that since it is a lot of money that was lost and it was not me who played it, thank you. They themselves suggested that I send the claim here. I'm sending photos where a withdrawal of 1 million was made, and it was never deducted. I'm also sending a photo where it says I can withdraw an amount less than 1 million. I need to know who used the app, since I wasn't the one who used it. I hope you can respond soon. In fact, I took photos and I'm sharing them with my children because I was happy because that money was very useful.

Buenas noches, quisiera consultarle tube un problema con ice casino, durante la mañana aposté dinero en el cual gane 4.006.741, quise hacer el retiro de 4 millones y no me permitió en el cual me comunique con ellos vía chat para consultar y me digiero que actualizará la página en el cual se instaló la app, realice un retiro de 1 millón y a las 15 hrs entre a una reunión vía meet, a las 17 aproximadamente entre y el dinero no estaba aposté más dinero para jugar me volví a comunicar ellos y no me quieren responder con lo sucedido solo dicen que el dinero se siguió apostando siendo que yo no jugué más porque era mucho dinero como para jugarlo siendo que podía perderlo, me dijeron que ustedes me podían ayudar, solo necesito ayuda con eso ya que es mucha plata la cual se perdió y no fui yo quien la jugó , gracias. Ellos mismos me sugirieron que enviara el reclamo aquí. Envío fotos donde re realiza un retiro de 1 millón y nunca se descontó, a la vez envío foto donde me dice que se puede retirar un monto menor a 1 millón, necesito saber quien utilizo a aplicación siendo que yo no fui. Espero me puedan responder pronto. De hecho le saque foto y las comparto con mis hijos porque estaba contenta ya que me servía mucho ese dinero.

Dear kolavediaz,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you've experienced with IceCasino, especially involving such a large amount of money. I understand how upsetting and confusing this must be.

To help us better understand the situation and proceed with the investigation, could you please clarify a few important details:

1. Can you confirm the exact date and time when you initially won the 4,006,741?
2. When you say the app was being updated, did the casino specifically tell you not to use your account during that time, or were you able to access it normally?
3. Can you clarify if anyone else might have had access to your device or account during the time you were in your meeting?
4. After placing the withdrawal request for 1 million, did you receive any confirmation email or message from the casino?
5. If possible, could you specify which screenshots you’re referring to and forward them to petronela.k@casino.guru so we can review them?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning

1. The exact day was 04/14/25 at approximately 1:00 p.m.

2. He didn't tell me the app couldn't be used. He just asked me to update it, and that's when the app was installed.

3. No one else had access to my phone because I was using it for the meeting.

4. Only the one million I requested at 1:00 p.m. Two others had been rejected, one for 1 million and another for 980,000 pesos.

5. To the captures that they requested from me where I could not remove everything, so it would be done in installments.

Buenos días

1. El día exacto fue 14/04/25 a las 13 aproximadamente.

2. No me dijo que no se podía usar la aplicación. Solo pidió actualizarla y ahí fue cuando se instaló la app.

3. Nadie más tubo acceso a mi móvil porque esta vía meet la reunión y yo lo estaba ocupando en eso.

4. Solo el del millón que solicite a las 13 hrs. Siendo que se habían rechazados 2 uno de 1 millón y otro de 980 mil pesos.

5. A las capturas qué me solicitaron ellos en donde no podía retirar todo por eso se realizaría parcelado.

Dear kolavediaz

Sorry you faced troubles.

The situation sounds a bit weird to us, but we are here to investigate it!

Can you please specify the disputed transaction IDs?

Regards

Good afternoon, those are the photos. Thank you. I have them. I rejected the first one, and then the young man asked me to refresh the page to see if I could withdraw all the money, but I couldn't. It's very strange that they continued playing, since after that, I went to lunch and then went to a meeting at 3 p.m. until approximately 5 p.m.

Buenas tardes, esas son las foto gracias tengo, yo rechace la primera y luego el joven que me pidió que realizara la actualización de la página para ver si dejaba sacar todo el dinero y así no se pudo. Es muy raro que hayan seguido jugando ya que después de eso yo fui a almorzar y luego entre a una reunión a las 15 hrs hasta las 17 aproximadamente.

Hi kolavediaz,

Thank you very much for your response and for sending the screenshots.

I’m sorry this situation is still unresolved — I can understand how distressing it must be, especially given the amount of money involved and your belief that someone may have accessed your account without your knowledge.

To continue our investigation and respond properly to the casino’s request, we kindly ask you to clarify and provide the following information:

1. Can you please specify the transaction IDs for the attempted withdrawals (both the one that was successful and the two that were rejected)? This is very important, as the casino has asked for this information in order to investigate further.
2. You mentioned that a casino representative asked you to refresh the page. Could you confirm if this communication happened via live chat or another method? If you have a screenshot of that conversation, please forward it to petronela.k@casino.guru.
3. Were you logged in via mobile app or web browser? If web, was it accessed through a shared or personal device?

Thank you in advance for your reply.

1. There was never a successful one

2. It is sent to the mentioned email

3. I used my mobile phone and was playing on the web. After I tried to refresh the page, the casino app was installed.

1. Nunca hubo uno exitoso

2. Es enviada al correo mencionado

3. Utilice mi móvil, y estaba jugando de la web, luego que pierdan actualizar la página se instala la app del casino.

Good evening, I'm still waiting for a reply.

Buenas noches aun espero respuesta.

Sorry, I was reading what I had written in a question you asked above and the money earned was on April 15, 2025 at approximately 1:00 PM. In my rage at the time, I inadvertently put 14, and all the photos sent say 15.

Perdón estaba leyendo bien lo que había escrito en una pregunta que hicieron más arriba y el. Dinero ganado fue el 15 de abril 2025 a las 13 hrs aproximadamente, con la rabia que tenia en el momento puse sin darme cuenta 14, y todas las fotografías enviadas dice 15

Hi kolavediaz,

I’m sorry, but we still couldn’t identify the transaction IDs for your withdrawal attempts. To move forward, could you please check your account’s transaction history and send us the reference numbers or unique IDs for each withdrawal you tried to make?

Thank you in advance for your reply.

Dear kolavediaz,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru