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.

Dear Petronela,

That's the thing: If it were just a matter of different exchange rates, that would be OK. But then this exchange rate should have applied to the deposit. But that wasn't the case, the casino charged the market rate + 5% fee when making the deposit, which makes your argument invalid. And no, I didn't know about it beforehand. My previous withdrawals were made with Jeton eWallet without a fee, but the casino has removed this withdrawal option, so crypto is now the only option available.

Liebe Petronela,

das ist eben das Ding: Wenn es sich nur um unterschiedliche Wechselkurse handeln würde wäre das ok. Dann hätte allerdings bei der Einzahlung ebenfalls dieser Wechselkurs gelten sollen. Das war aber nicht der Fall, das Casino hat bei der Einzahlung den marktüblichen Kurs +5% Gebühr verlangt, womit ihr Argument hinfällig ist. Und nein, ich habe nicht davor bescheid gewusst. Meine vorherigen Auszahlungen wurden mit Jeton eWallet ohne Gebühr ausgeführt, allerdings hat das Casino diese Auszahlungsmöglichkeit entfernt, wodurch nur noch Crypto als Möglichkeit verfügbar ist.

Hello lolzgamer12099,

Apologies for the delayed response—I was on vacation. Could you please send me the transaction hash by copying and pasting it here instead of a screenshot?

Thank you very much.

Thank you very much, lolzgamer12099, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I adjusted the disputed amount from €220 to €2,220.

Dear lolzgamer12099,

My name is Kubo, and I will be handling your complaint moving forward. If there have been any updates regarding this case since the last communication, please feel free to share them with me.

I would also like to invite representatives from IceCasino to join this discussion and provide any relevant information that could assist in resolving this issue promptly.

Dear IceCasino,

I am writing to request a detailed explanation regarding a recent withdrawal that was lower than expected. Could you please clarify the reasons behind the discrepancy in the amount received by the player? Specifically, I would appreciate a breakdown of how the final withdrawal amount was calculated, including any fees or deductions that were applied.

Your assistance in providing this information is greatly appreciated, and I look forward to your response.

Thank you in advance for your attention to this matter.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lolzgamer12099

Can you please specify your account ID in order to investigate?

Hence the player with the e-mail [hidden by the forum admin] does not have any gaming activity.

Regards

I can't give you that because after I submitted this complaint three weeks ago, you blocked my account due to an alleged gambling addiction (which I know nothing about). The account had over €2000 on it, which you withheld from me in addition to the €220 fee. I have already written numerous emails confirming that I am not addicted to gambling, but they were ignored. When I tried to log in, a second account was opened with exactly the same login details (it's incomprehensible that that's even possible). I asked for this account to be deleted; I just want to finally access my account on which I played with €2000!

Die kann ich nicht angeben da ihr nachdem ich diese Beschwerde eingereicht habe vor drei Wochen meinen Account aufgrund einer angeblichen Spielsucht (von der ich nichts weiß) gesperrt habt. Der Account hatte über 2000€ drauf welche ihr mir zusätzlich zu den 220€ Gebühren vorenthaltet. Ich habe schon zahlreiche E-Mails geschrieben in denen ich bestätige, keine Glückspielsucht zu haben aber die wurden ignoriert. Beim Versuch mich einzuloggen wurde wohl ein zweite Account mit den exakt gleichen Zugangsdaten eröffnet (schon unverständlich, dass das überhaupt möglich ist) . Ich habe gebeten diesen account zu löschen ich möchte einfach endlich auf meinen Account zugreifen auf dem ich gespielt habe mit 2000€!

Dear lolzgamer12099

It is technically not possible to create the same account with the same e-mail/phone.

Please kindly provide the e-mail address you are registered at IceCasino.

Regards

My account is fully verified. Several deposits and withdrawals have been made.

lolzgamer12099@gmail.com

Mein account ist vollständig verifiziert. Es wurden mehrere Ein- und Auszahlungen durchgeführt.

Dear lolzgamer12099,

It seems highly unlikely that a second account was created using the same credentials as your first account. Could you please double-check the details again?

Dear IceCasino,

Thank you for your response. In the meantime, would it be possible to locate the player’s account using the transaction ID or the wallet address provided in the screenshot included in the first post of this thread?

Looking forward to your reply.

Dear Kobu,

I'm just repeating what IceCasino support told me when I asked him why all my money had disappeared from my account. He said there were two accounts with this email and my original account was blocked because of an alleged gambling addiction. He told me to write to support to say that I don't have a gambling addiction but it didn't work.

Lieber Kobu,

ich gebe nur das wieder, was mir ein IceCasino Support gesagt hat, als ich ihn fragte warum mein ganzes Geld von meinem Konto verschwunden ist. Er meinte es gibt zwei accounts mit dieser Email und mein Original Account wurde wegen einer angeblichen Spielsucht gesperrt. Er hat mich angewiesen dem support zu schreiben, dass ich keine Spielsucht habe aber es hat nicht funktioniert.

I only received 1780€, hence the complaint (see screenshots). I still can't log into my account.

Ich habe nur 1780€ erhalten, deswegen die Beschwerde (siehe Screenshots). Ich kann mich noch immer nicht in meinen Account einloggen.