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

Γει? σα?

?κανα κατ?θεση στο καζ?νο 10 ευρ? και μο? ?βαλαν 7,50 ευρ? μπ?νου?

?παιζα το παιχν?δι Gates of olympus super scatter και ?φτασα περ?που 340 ευρ? και συν?χιζα να πα?ζω με 1,50 ευρ? ποντ?ρισμα και ?ταν ?φτασα στα 298 ευρ? το παιχν?δι ?δειξε μηδενικ? υπ?λοιπο

Γ?ρισα στον λογαριασμ? μου και μου ε?χαν αφ?σει 30 ευρ?

Πα?ζω στα online casino π?ρα πολλ? χρ?νια και πρ?τη φορ? συναντ? τ?τοια κατ?σταση

Ευχαριστ?

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 [email protected].

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

Γει? σα?

?χω επικοινων?σει με την υποστ?ριξη του καζ?νο αλλ? δεν μο? ?χουν απαντ?σει ακ?μα

Το μπ?νου? του καζ?νο ?ταν απ? 10-20 ευρ? κατ?θεση 75% και 20 δωρε?ν περιστροφ?? στο Legasy of the Sages

Τι? δωρε?ν περιστροφ?? δεν τι? ενεργοπο?ησα μ?νο τα 7,50 ευρ?

Για να μην λ?ω ψ?ματα δεν θυμ?μαι ?λου? του? ?ρου? του μπ?νου? αλλ? γ?ρω στα 320 ευρ? μου ?ρθε μ?νυμα ?τι τα χρ?ματα μπ?νου? ?χουν προστεθε? στα πραγματικ? χρ?ματα

Σα? ?χω στε?λει τα ?γγραφα θα σα? τα στε?λω π?λι

Ευχαριστ?

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

Thanks

Να σα? προσθ?σω ?τι ?παιξα μ?νο ?να παιχν?δι το Gates of Olympus super scatter

Ευχαριστ?

Dear georgios04

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

Hope this clarifies.

Kind regards

Hello

Okay, thank you very much.

Γει? σα?

Εντ?ξει ευχαριστ? πολ?

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.

Γει? σα?

Το πρ?βλημ? επιλ?θηκε και σ?? ευχαριστ? πολ? για την βο?θεια σα?

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

www.kpvfaw.com