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Hello there

I play Ice Casino all the time I put lots of money into this casino and win and withdraw lots of times I know if you win and you withdraw the money stays in the account and if you continue to play and go under the amount you're withdrawing you have to resubmit it again. I deposited and played and won $5,000 fairly withdrew it got the email saying confirmation of withdrawal request it comes in 500 increments I have not played the game and I went to look to see if it came out of the account and there was no $5,000 in my account so I continued to play the $70 that was left over and I also deposited 55 play that then I went to look at the payment history and all the $500 equaling $5,000 that were supposed to be sent to me was rejected but the money is not in my account I talked to them they told me that I played the money which is not true I did not touch that money and if I did go under if I did play it and went under the money I would have withdrew 2500 or 4500 but not once was that money in my account for me to play it was gone. so I never played a deposit bonus I never did a free spins that was my money I deposited into that account and i won fairly $5,000 that is not there anymore I have proof and screenshots I have emails and I played on January 13th and in my history it shows January 14th which it wasn't even that day yet it shows that the money was played down but I wasn't even on the casino to play it and nobody else had access to my account I did not play that $5,000 plus the $5,000 wasn't in my account I couldn't even see it it was at $70 when the $5,000 came out so I couldn't have played it down because I didn't even show $5,000 in my account after they took it and I want to know where it was and who took it out of my account $5,000 wasn't even in my account to play it was gone as if it was processed

Thanks so much

Brian

Dear briansaunders265,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise the exact date when the requested withdrawals have disappeared from your account? Could you please forward your game history to petronela.k@casino.guru?

I hope, we will be able to help you to resolve this case as soon as possible.

Best regards,

Petronela

I will be sending the requested information to that email that you have provided

thank you

Brian

Thank you, briansaunders265, for your email and forwarded screenshots. Could you please forward your game history too?

Did you just want that day of history each page of history is like 10 spins so there is a lot of pages

Brian

Thank you, briansaunders265, for the forwarded screenshots. Could you please download your game history and resend it in a more comprehensible format?

I don't know how to download the history??? I'll go look and see if I can figure it out

Thanks

Brian

I have contacted the casino and they are going to email me the history but it's going to be a day or two maybe three till I get it unless there's another way I can get it that I don't know of

Thanks

Brian

Dear briansaunders265

We can most likely see the reason of your questioning.

Indeed, at 14.01.2023 00:18:03 you had 5k on the balance.

You requested the payout.

But at 2023-01-14 00:23:02 (5 minutes after) you continued playing (game: Osiris Gold Hold ‘n’ Link) and lost your money. We checked, there are no signs of hacking your account, the game was from the same location and from the same device - Samsung Galaxy A8.

Hope this clarifies.

Kind regards

No this is not correct I did the withdrawl on January 13th not the 14th the money was already gone out of my account and I have never played that game. I play wild wild riches. And did not play right after cashing out. I put 50 on couple hours later. I played down to 5001 and then stopped. Then the next time I went in the money was gone. I did not play that money. And I played and withdrew on the 13th its showes the rejection on the 13th of January

Thank you, both sides, for the updates.

Dear briansaunders265,

Let's wait for your game history which should shed some more light on this issue.

Thank you, I just want to say so we're both clear I never played any of the money I waited then I went back in to put money on and the money was gone so I assumed it was in process so I checked my email to see and it was nothing then I checked my history and it said rejected it was all on the 13th the money was already out of my account so I did not play it I wouldn't be making a big fuss about this but it was a little bit of a big win and I play that casino all the time and I spend lots of money on that casino and I've only ever played two games treasure Wild and Wild wild rishes, and I may have tried a few other games but my main games are those two

I haven't received the game history yet I'm not sure if you're able to get it quicker than me let me know

Thank you

Brian

I dont think it was havked the casino took the 5000 out it was all there then I went back into casino and the money was out of my account

Thank you very much, briansaunders265, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you .

Hello stefan hope you can help and resolve this for me

Thanks

Brian

Attached is the withdrawl comformation

Dear briansaunders265,

I am so sorry to hear your money has disappeared. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Could you please provide us with the player's game log? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you so much

They are telling me I played the funds which I didn't the funds were gone out of my account so I could not have played them

Hello Stefan,

The gaming log as well as the balance journal was just sent.

Hope this clarifies the matter.

Kind regards

Dear briansaunders265,

I have forwarded the game log to the provided email address.

I have reviewed the document and clearly see you have lost 5000$ on an Osiris Gold Hold ‘n’ Link game. I am afraid there is nothing left to withdraw. Could you please confirm this information?

I am looking forward to your response.

Kind regards,

Stefan

Absolutely did not play that game in my life. The only games I have played for real money amd no bonuses is "Wild wild riches" and treasure wild

And how could I have played the money if I withdrew it left the game and when I logged back in the 5000 was not in my account anymore

Dear briansaunders265,

Could you please provide me with your casino account history? Do you have access to the game log?

I am looking forward to your response.

Kind regards,

Stefan

I forwarded the game history and balances to your email.

No where in there shows 5000 being played or the game they supposedly said I played the money on

So what's going on here?

Brian

Dear briansaunders265,

It can be seen from a row 600 to 755 in a provided excel document that you were playing the Osiris Gold Hold ‘n’ Link game. You were betting 100 CAD bets until the 5000$ was lost.

I am looking forward to your response.

Kind regards,

Stefan

that is absolutely bullshit, I've already told you guys the money was gone out of my account there's no way I played the $5,000 I left my game I came back a couple hours later the money was gone I figured it was in processing and I have never played that game also I never EVER bet $100 .

And I just looked at what you said and it shows that was played on the 14th I withdrew that money on the 13th and only played the game on the 13th I don't know what's going on but I'm starting to get frustrated that money was still in my account when I left that game I came back the money was gone and that was on the 13th not the 14th and I never ever played that game

What does RECHARGE mean ???

Dear IceCasino,

Could you please explain what does the "recharge" in the game log means?

Could you please forward the player's history and the authorization journal (logs showing from which IP addresses players accessing their accounts) to stefan.m@casino.guru?

Thank you very much in advance.

Kind regards,

Stefan

Hello all,

"Recharge" means making a deposit.

@stefan the auth log has been sent.

Best regards

Dear briansaunders265,

I have revied the provided document from the casino, and I have found no discrepancies.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan