Hello, I bought a 3 euro bonus in the bonus shop. I made a turnover and after the turnover it reduced the winnings to 15 euros due to the provision in the regulations "1.1 The maximum funds amount available to the user after wagering a no-deposit bonus, including a no-deposit bonus received in the Bonus Shop, will be x5 of the bonus amount or funds received from free spins. Any winnings exceeding this amount will be forfeited.".

I wanted to withdraw this money, but no withdrawal method offers a withdrawal of less than 20 euros. So I played in the casino and the balance increased to 90 euros. I wanted to withdraw 50 euros, but the withdrawal was rejected and the balance was reduced to 15 euros again. In the email I received information about the recording in the regulations point 1.1.

And again I had a situation where I could not withdraw these 15 euros in any way. I played again, I had 50 euros in my balance and I wanted to withdraw this money. However, the withdrawal was rejected once again and the balance was reduced to 15 euros.

I wanted to open this complaint because I think it is unfair that the casino offers a bonus to buy in the store (for which you have to spend previously collected coins), but the winnings from it cannot be withdrawn in any way. In addition, I understand the point in the regulations about winning x5 cash from the bonus shop in such a way that after the turnover, the balance is reduced (which happened) and further play takes place for real funds, so there should be no further reduction of the balance.

A long time ago I had a similar situation in the twin casino Windetta and there were no problems there and the casino paid the money, so I do not understand why IceBet does it differently.

In total, the casino took the amount of 110 euros from me with two withdrawal rejections and I would like to get this amount back. I would be grateful for any help, best regards.

Dear damjan071,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We definitely believe that the casino shouldn't cap the bonus winnings twice without any warning or instructions on how a player should proceed in a case like this.

• Do I understand correctly that you currently have €15 in your casino account?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

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

Best regards,

Kristina

Thank you for opening the case. Yes, I currently have 15 euros on my account. The first time it was reduced automatically after the bonus was used up (I consider this case to be in accordance with the regulations, I have no objections to it). Then I had 90 euros - 75 euros were taken away. And later I had 50 euros - 35 euros were taken away. I only have the last email from the casino when it was reduced from 50 euros to 15 euros, but the previous email was identical. I am sending it here

Thank you very much, damjan071, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.  

Hi damjan071,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite IceBet Casino to the conversation to participate in the resolution of this complaint.

Dear damjan07,

We have carefully reviewed your situation and would like to clarify the following points based on our casino’s terms and conditions:

Limit on withdrawal after meeting bonus wagering requirements:

According to Clause 1.1 and Clause 1.2 of our terms, the maximum withdrawal amount after wagering a no-deposit bonus is x5 of the bonus amount. In this case, the maximum amount available for withdrawal after using the €3 bonus is €15. Any winnings exceeding this amount are forfeited, as stated in the rules.

Requirement to make a deposit for withdrawal:

As stated in Clause 1.5, to continue playing without winning limits or to request a withdrawal, you must first claim your winnings from the no-deposit bonus and then make a minimum deposit. This is a mandatory step for processing the withdrawal request.

Situation with the minimum withdrawal amount:

If the amount eligible for withdrawal (e.g., €15) is less than the minimum withdrawal amount (€20), you can make a minimum deposit. After doing so, you will be able to request the withdrawal of the full amount, including the bonus winnings and the deposited funds.

We understand that this situation might seem complex and are here to assist you at every step.

We appreciate your cooperation and hope to resolve this situation in the best possible way for you.

Best regards,

IceBet Casino Team

"Situation with the minimum withdrawal amount:

If the amount eligible for withdrawal (e.g., €15) is less than the minimum withdrawal amount (€20), you can make a minimum deposit. After doing so, you will be able to request the withdrawal of the full amount, including the bonus winnings and the deposited funds."

This point of the regulations seems to me to be another unfair play on the part of the casino. I have to make a deposit to withdraw 15 euros. According to the regulations, the deposit must be turned over x3 to make a withdrawal, so there is a high probability that I will lose the deposited funds. On the other hand, if I manage to turn over the deposit x3 and win something more than the deposited funds, the casino will probably reduce the balance again, claiming that the winnings were also from bonus funds and not just from the deposit.

So in the end I could withdraw 20 euros (deposit) + 15 euros (bonus). In my opinion, it makes no sense to make a deposit to be able to "earn" only 15 euros.

I understand that Icebet Casino will not solve the case in my favor, so I don't know what I could do. I feel cheated by the casino, by reducing my balance twice (actually three times if you count the automatic reduction after the bonus turnover)

Hi all,

Thank you for your replies.

Dear IceBet Casino Team,

Is the information from clause 1.5 stated in the specific bonus terms? Secondly, if the player has to make a deposit to withdraw the winnings, does it need to be wagered as well? And lastly, were the funds after the wagering was finished in the bonus balance or the real money balance?

Dear Peter,

There are no specific bonus conditions for the no-deposit bonus that the user received, as it was a bonus from the Bonus Shop, which is subject to the general rules in the Bonus Terms section, in particular clauses 1.1 and 1.2 and 1.5.

As for your second question, the user will not need to wager the deposit three times and will be able to make a withdrawal request immediately. 

After the bonus wagering conditions were completed, the funds were converted into real money and transferred to the real balance. However, according to clause 1.2, the maximum withdrawal amount from this bonus is x5 of the bonus amount. Therefore, when the user continued betting and gained more than the allowed withdrawal amount, his balance was adjusted. 

Dear damjan071,

You can make a minimum deposit and withdraw your winnings from the bonus without wagering the deposit. 

Best regards,

IceBet Casino Team

Dear IceBet Casino Team,

Let's try to look at this from a player's perspective: If all of the requirements are met, and no rules have been broken, the player assumes that the winnings are theirs with no strings attached, especially if displayed to them as a "real money" balance in their casino account. They are allowed to withdraw these funds, so what could possibly be the issue with using these funds to play further? It is unreasonable for restrictions to be applied if the bonus is finished. This creates a trap for players, because they are able to gamble with no possibility of claiming any further winnings.  

In an ideal world, we believe that once the wagering requirements of the bonus have been completed, the bonus winnings should have any win limits applied immediately and then be added to the player’s real money balance. At this point, the bonus should be considered finished, and any related restrictions should no longer apply. The player should be able to withdraw the winnings or continue to play as they choose. In this case, once the bonus conditions were fulfilled and the bonus funds were transferred to the real money balance, we see no reason why the balance should still be treated as bonus money. If the max cashout/max withdrawal from the bonus is 5x and it was already applied once, why keep on applying it again and again?

I would also like to write about a certain situation. Some time after I opened the complaint, the casino made changes to the bonus shop. Now there is no longer a 3 euro bonus to buy, only a minimum bonus of 4 euros. So after the turnover, you can immediately withdraw the money (4 euros x 5), because 20 euros is the minimum withdrawal in the casino. In the case of the bonus that I used, there was no such option. I guess the casino realized that the previous rules were not fair

Dear Peter and damjan071,

We would like to provide a detailed explanation of our rules and actions in your case:

Application of Rule 1.1:

After meeting the wagering requirements of the bonus, your funds were reduced to €15, in accordance with Clause 1.1 of our terms. This is standard practice for all players using bonuses from the Bonus Shop or other no-deposit bonuses.

Application of Rule 1.2:

It is important to note that any winnings obtained while wagering a bonus are also subject to the 5x maximum cashout limit of the bonus amount. This rule is applied to protect the casino from abuse.

Continuation of gameplay after completing the bonus requirements:

After the bonus conditions were fulfilled and the funds were transferred to the real balance, the player continued playing. It is important to understand that any winnings gained during this gameplay were still linked to the bonus conditions, as these funds originated from the bonus program. Therefore, when the 5x limit was exceeded, the balance was adjusted in accordance with the rules.

Updates to the Bonus Shop:

We regularly review our Bonus Shop offerings to ensure they are as convenient and beneficial as possible for players. The increase in the minimum bonus amount to €4 was implemented to simplify meeting the minimum withdrawal requirements (€4 x 5 = €20). This change aims to improve the experience for new players.

We understand that this situation might have caused dissatisfaction, and we would like to propose the following step to resolve your complaint:

As we have previously informed, we suggest making a minimum deposit so that you can request the withdrawal of the available amount (€15 bonus + your deposit).

We would also like to remind you that the deposit does not require wagering if it is used for withdrawal. Therefore, you will be able to request a withdrawal immediately for the full amount of your deposit plus the winnings from the no-deposit bonus.

Best regards,

IceBet Casino Team

Dear IceBet Casino Team,

Thank you for your reply. We do understand how the bonus works but as stated above, once the bonus money is turned to real money and the maxwin is applied, we see no reason to keep on applying it over and over again. If you insist on players to withdraw their funds after the wagering is finished and redeposit them to be able to continue playing, there should be some sort of a warning. I'm afraid the player will have to get paid in full (€90) to get the complaint resolved. Please inform us of your decision.

Dear Peter and damjan071,

After thoroughly reviewing the situation and considering the points raised during the discussion, we have decided to resolve the issue in the player's favor.

We have credited the full winning amount of €90 to damjan071's account. These funds are now available for immediate withdrawal, with no additional requirements or restrictions.

We appreciate the constructive feedback provided by both of you, as it helps us improve our processes and enhance the player experience. Furthermore, the recent updates to our Bonus Shop (increasing the minimum bonus amount to €4) were implemented to prevent similar situations from occurring in the future.

We trust this resolution will meet your expectations and help rebuild trust in our casino.

Best regards,

IceBet Casino Team

I confirm - I have 90 euros in my account. So thank you CasinoGuru for opening a complaint and helping with the casino. Without you it would not have worked. And thank you IceBet for a positive solution (even though it was different initially) - thank you.

Thank you, IceBet Casino Team, for your efforts to improve the player experience and for reconsidering your decision.

Dear damjan071,

We’re glad to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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 https://www.trustpilot.com/evaluate/www.kpvfaw.com. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter