IceCasino - L'account del giocatore viene chiuso dopo una richiesta di prelievo di importo elevato.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Paulotiago,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To better understand the situation, please allow me to ask you a few questions.

• When was your account initially approved, and when did the issue regarding your name arise?
• Can you please confirm the exact date on which you requested the withdrawal of €100,000?
• Could you please advise which games you mainly played (e.g., slots, live casino, sports betting)?

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

Best regards,

Petra

Date registered:

12.07.2024 22:56:56 (UTC)

Here's an image of the amounts that came out and were withdrawn

I had 10 thousand to withdraw 7/1/2026

And I had 100 thousand to withdraw 12/1/2026

There would be about 30,000 left in the account if they paid me.

I can't see the date of the verification when it was approved but I have a photo of previous withdrawals that prove that it was verified and I have a photo of the assistant saying that in fact it was their mistake.

Now I'm going to attach previous withdrawals here as well

What I bought that was verified

Data de registro:

12.07.2024 22:56:56 (UTC)

Segue a imagem dos e dos valores que me saiu e foram retirados

Tinha 10 mil para retirar 7/1/2026

E tinha 100 mil para retirar 12/1/2026

Ficaria na conta cerca de 30 mil se me pagassem

Não consigo ver a data da verificação quando foi aprovada mas tenho foto de levantamentos anteriores que comprovam que estava verificada e tenho foto de o assistente dizer que de facto foi lapso deles vou colocar aqui

Agora vou anexar aqui também levantamentos feitos anteriormente

O que comprava que estáva verificada

Date registered:

12.07.2024 22:56:56 (UTC)

Here's an image of the amounts that came out and were withdrawn

I had 10 thousand to withdraw 7/1/2026

And I had 100 thousand to withdraw 12/1/2026

There would be about 30,000 left in the account if they paid me.

I can't see the date of the verification when it was approved but I have a photo of previous withdrawals that prove that it was verified and I have a photo of the assistant saying that in fact it was their mistake.

Now I'm going to attach previous withdrawals here as well

What I bought that was verified

Data de registro:

12.07.2024 22:56:56 (UTC)

Segue a imagem dos e dos valores que me saiu e foram retirados

Tinha 10 mil para retirar 7/1/2026

E tinha 100 mil para retirar 12/1/2026

Ficaria na conta cerca de 30 mil se me pagassem

Não consigo ver a data da verificação quando foi aprovada mas tenho foto de levantamentos anteriores que comprovam que estava verificada e tenho foto de o assistente dizer que de facto foi lapso deles vou colocar aqui

Agora vou anexar aqui também levantamentos feitos anteriormente

O que comprava que estáva verificada

Good evening I was here looking at the history of conversations with them and I noticed that I received an automatic message from them in which I didn't reply to anything. At the time I accepted 5000 euros so that I could get my account back and have access to all this information so that I could make my case.

I'll leave here the message they sent and as you can see I didn't reply.

I didn't accept anything, I was asked to accept the 5000 euros in order to have access to this information.

Here's the photo

I only told them to unblock the account and balance it with 5000 € I didn't tell them that I rejected the 140 thousand that was in the account and that I wasn't going to act I really hope they can help me they acted in bad faith

I'm nervous, if for any reason the information I'm giving you isn't accurate, please let me know.

The only thing I can say to sum it all up is that

#I had a verified account

#I had made deposits and made considerable withdrawals

#I had a player history

# Never had any problems

# I tried to withdraw 10,000 and a few days later I secured 100,000 which would have left 30,000 in the casino account for me to continue playing

#I was blocked due to a name error

I contacted chat and they admitted that they made a mistake in the verification

# I was almost forced to accept 5000 complimentary to access the account I accepted but never said I would refuse the losses

# And now I get this message that I hadn't seen, automatic message nothing written by me that I agreed to lose everything

Boa noite estava aqui a ver histórico de conversas com eles reparei que recebi mensagem automática deles onde eu não respondi a nada eu na altura aceitei 5000 euros para poder reaver a minha conta e ter acesso a esta informação toda para poder expor caso

Vou deixar aqui mensagem que enviaram e como podem ver não respondi

Eu não aceitei nada eu fui precionado a aceitar os 5000 para ter acesso a esta informação

Está aqui a foto

Disse somente para desbloquear a conta e por saldo 5000 € não disse que rejeitei os 140 mil que estava na conta e que não ia agir espero mesmo que me possam ajudar eles agiram de má fé

Estou nervoso se por algum momento a informação que estou a dar não for precisa digam

A única coisa que posso dizer e resumindo tudo é que

#Tinha conta verificada

#Tinha depositos feitos e levantamentos consideráveis

#Tinha histórico de jogador

#Nunca tive problemas

# Tentei sacar 10 mil e uns dias asseguir 100 mil o que iria ficar na conta do casino 30 mil para eu continuar a jogar

#Fui bloqueado por erro no nome

Contactei chat e admitiram que erratam na verificação

# fui quase obrigado aceitar 5000 de cortesia para ter acesso a conta aceitei mas nunca disse que ia recusar as percas

# e agora recebo esta mensagem que não tinha visto , mensagem automática nada escrito por mim que eu aceitei perder tudo

This wasn't written by me it's simulating a conversation I don't know if it's their procedure to do this I haven't replied to anything

Help me

Isto não foi escrito por mim está simular uma conversa não sei se é procedimento deles fazerem isto eu não respondi a nada

Ajudem me

Greetings,

Please find a confirmation from server below, translated into English:

Regards

Thank you for your reply and for providing the previous details, Paulotiago.

• Are there any specific terms and conditions related to the €5,000 offer that you were not aware of?
• Could you provide any additional communication/ evidence you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Good afternoon Mrs. Petra, thank you for the attention you are giving to this situation... I feel cheated and frustrated by this impunity... I'll send everything to your e-mail address.

Boa tarde D. Petra obrigada pela atenção que está a dar a esta situação... Sinto me enganado, e frustrado com esta impunidade...vou enviar tudo direitinho para seu e-mail

Good evening I've already sent you an email thank you for everything

Boa noite Já enviei o email para si obrigado por tudo

Dear Paulotiago

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Štefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Paulotiago,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from IceCasino to join this conversation and assist in addressing the complaint.

Dear IceCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.