IceCasino - El saldo de bonificación del jugador ha sido confiscado inesperadamente.

Hello

I made a deposit of 10 euros at the casino and they gave me a 7.50 euro bonus.

I was playing the game Gates of Olympus Super Scatter and I reached about 340 euros and I kept playing with a 1.50 euro bet and when I reached 298 euros the game showed a zero balance.

I went back to my account and they had left me 30 euros.

I have been playing in online casinos for many years and this is the first time I have encountered such a situation.

Thanks

Γειά σας

Έκανα κατάθεση στο καζίνο 10 ευρώ και μού έβαλαν 7,50 ευρώ μπόνους

Έπαιζα το παιχνίδι Gates of olympus super scatter και έφτασα περίπου 340 ευρώ και συνέχιζα να παίζω με 1,50 ευρώ ποντάρισμα και όταν έφτασα στα 298 ευρώ το παιχνίδι έδειξε μηδενικό υπόλοιπο

Γύρισα στον λογαριασμό μου και μου είχαν αφήσει 30 ευρώ

Παίζω στα online casino πάρα πολλά χρόνια και πρώτη φορά συναντώ τέτοια κατάσταση

Ευχαριστώ

Dear Georgios04,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you have described.

To help us better understand what happened, could you please clarify a few points for us:

• Which exact bonus did you receive with your deposit?
• Were there any specific terms related to this bonus, for example, a maximum cashout limit or special wagering conditions?
• Have you already contacted the casino’s support team about this issue? If yes, what did they reply?
• Were you still playing with the bonus funds, or had you already switched to playing with your real money winnings?
• Do you have any screenshots or transaction history showing your balance before and after the problem occurred?

You can forward any relevant information, screenshots, or communication with the casino to my email at petronela.k@casino.guru.

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

Hello

I have contacted casino support but they have not responded yet.

The casino bonus was from 10-20 euros deposit 75% and 20 free spins on Legasy of the Sages

I didn't activate the free spins, only the 7.50 euros.

Not to lie, I don't remember all the terms of the bonus, but around 320 euros I got a message that the bonus money had been added to the real money.

I have sent you the documents and I will send them to you again.

Thanks

Γειά σας

Έχω επικοινωνήσει με την υποστήριξη του καζίνο αλλά δεν μού έχουν απαντήσει ακόμα

Το μπόνους του καζίνο ήταν από 10-20 ευρώ κατάθεση 75% και 20 δωρεάν περιστροφές στο Legasy of the Sages

Τις δωρεάν περιστροφές δεν τις ενεργοποίησα μόνο τα 7,50 ευρώ

Για να μην λέω ψέματα δεν θυμάμαι όλους τους όρους του μπόνους αλλά γύρω στα 320 ευρώ μου ήρθε μήνυμα ότι τα χρήματα μπόνους έχουν προστεθεί στα πραγματικά χρήματα

Σας έχω στείλει τα έγγραφα θα σας τα στείλω πάλι

Ευχαριστώ

Let me add that I only played one game, Gates of Olympus super scatter.

Thanks

Να σας προσθέσω ότι έπαιξα μόνο ένα παιχνίδι το Gates of Olympus super scatter

Ευχαριστώ

Dear georgios04

Please kindly refer to the T&Cs of the promotion:

Hope this clarifies.

Kind regards

Hello

Okay, thank you very much.

Γειά σας

Εντάξει ευχαριστώ πολύ

Dear georgios04,

Thank you very much for your reply. I’m sorry for any confusion caused during this process.

We would also like to thank IceCasino for providing their explanation and clarifying the situation regarding the bonus terms.

• Could you please let us know if this explanation was satisfactory for you? Also, can we mark your complaint as resolved with the adjusted amount of €30 instead of the original €298?

Your confirmation will help us close this case properly.

Thank you in advance for your reply.

Hello

The problem has been resolved and I thank you very much for your help.

Γειά σας

Το πρόβλημά επιλύθηκε και σάς ευχαριστώ πολύ για την βοήθεια σας

Dear georgios04,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru