IceCasino - プレイヤーが受け取った暗号通貨の引き出し額は予想よりも少なかった。

The casino approved my withdrawal of €2000 in crypto, but they only paid €1780. When I asked, the casino insisted they use a different exchange rate than the market rate. This makes no sense because I had to pay the market rate (+€50 fee, which I can live with) when depositing. However, it's absolutely unacceptable that I don't receive my full €2000, but instead €220 less. I am attaching evidence and

Das Casino hat meine Auszahlung von 2000€ in Crypto genehmigt, allerdings nur 1780€ bezahlt. Auf Nachfrage besteht das Casino darauf, dass sie einen anderen Wechselkurs benutzen als Marktüblich. Das macht keinen Sinn, da ich bei der Einzahlung auch den Marktüblichen Wechselkurs bezahlt habe (+50€ Gebühr! aber damit kann ich noch leben). Dass ich nicht meine vollen 2000€ bekomme sondern 220€ weniger ist allerdings eine bodenlose Frechheit. Ich füge Beweise und

Dear lolzgamer12099,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you're facing regarding your cryptocurrency withdrawal. To better understand your situation, I’d like to ask a few questions:

• Could you please confirm if the casino mentioned any specific terms or policies regarding exchange rates or withdrawal fees when using cryptocurrencies?
• Have you received any further clarification from the casino on why they used a different exchange rate for your withdrawal compared to your deposit?
• Do you have a breakdown of the €220 discrepancy, and has the casino explained whether this is due to exchange rates or any other fees?
• Could you confirm if the withdrawal was processed in full before the fee was deducted by a third-party payment processor?

It’s important to note that usually, we do not hold casinos accountable for unexpected fees if they can prove that they sent the full amount and that the fee was applied later by a third-party processor.

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

P.S. Please feel free to forward any additional communication or evidence to petronela.k@casino.guru.

Dear Petronela,

I found no reference to fees in the terms and conditions. The employees in the live chat also constantly denied that there were fees and claimed that the average market exchange rate was used, which is simply not true.

The breakdown of €220 is visible in my screenshots. I don't know if the casino underpaid €220 or if a third party deducted €220. But as I said, according to the casino, they paid according to the average exchange rate and no fee was charged (see screenshot), which is factually incorrect.

Liebe Petronela,

ich habe in den AGB keine Hinweise auf Gebühren gefunden. Die Mitarbeiter im Live-Chat haben auch ständig dementiert, dass es sich um Gebühren handelt sondern behauptet es sei der durchschnittliche Markt-Wechselkurs verwendet worden, was schlicht nicht stimmt.

Die Aufschlüsselung von 220€ ist in meinen Screenshots erkennbar. Ich weiß nicht ob das Casino 220€ zu wenig gezahlt hat oder ob ein Drittanbieter 220€ abgezogen hat. Aber wie gesagt, laut dem Casino wurde gemäß dem durchschnittlichen Wechselkurs gezahlt und keine Gebühr erhoben(siehe Screenshot), was faktisch falsch ist.

Hi lolzgamer12099,

• I’m sorry, but could you clarify which currency you used when depositing funds, playing in your casino account, and for the subsequent withdrawal?
• Additionally, regarding the other withdrawal processed on October 20th, did you experience the same issue with this transaction?

Any details you can provide would be very helpful for us in understanding the full scope of the situation.

Thank you.

Dear Petronela,

Deposit was also crypto(Ltc), games were played in euros, withdrawals in Crypto(ETH).

Yes, the problem was the same with the second withdrawal, but I only got €30 too little. It seems that the casino charges a 10% fee on crypto withdrawals. So in total I was cheated out of €250.

Liebe Petronela,

Einzahlung war ebenfalls crypto(Ltc), gespielt wurde in euro, auszahlungen in Crypto(ETH).

Ja, das Problem war bei der zweiten Auszahlung auch, allerdings da nur 30€ zu wenig bekommen. Es scheint als verlangt das Casino auf crypto auszahlungen 10% Gebühren. Insgesamt wurde ich so also um 250€ betrogen.

Hi lolzgamer12099,

I'm truly sorry for any frustration this has caused. As the casino has previously explained, they apply a different exchange rate for cryptocurrency transactions than rates listed on popular sources like search engines or exchange platforms. This means that the 10% difference you noticed was not an intentional deduction but rather a result of the exchange rate they use.

Since this wasn’t the first time you experienced this difference, we hope you were already somewhat aware of it. Additionally, the casino has reviewed your case and declined to offer any compensation.

Without new evidence indicating that a refund is warranted, we’ll unfortunately have to reject your complaint. Please reach out if you need any further clarification or have other questions—we’re here to help as best we can.