IceCasino - Pelaajan tili estettiin.

Hi.

I made three seperate deposits on the casino on october 3rd totaling 15000 NOK. I won a fair amount and tried to make a withdrawal. I got an e-mail from their support team (attachment 1) that I had to get my account KYC-verified. I uploaded all of these documents on October sixth. I started playing some more and ran into a couple of hot streaks. Suddenly I had 250K NOK on the account (Attachment 3). I made a withdrawal request of 100K NOK (Attachment 4). For some reason the withdrawal was split into three parts. I did not do this and I guess there is some tehcnical reason for it.

The money was still in my casino account and on October 25th I sent them an e-mail which they quickly responed to (Attachment 5). Today, October 26th, I got an e-mail stating that my account is blocked with this message (Attachment 5):

"Your account registered with this email address has been blocked. The reason for that is violation of our project rules:

5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

It looks to me like the casino is trying to just scam me out of the money. They did not provide any reason and I cannot see what I have done wrong. If they need to clarify any information I am obviously more than willing to provide them with what they need.

The account is now closed (Attachment 5) and I have to turn to you guys for help.

Hello GgamblerObert,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Did they specify which information did you put wrongly or couldn't verify?

Looking forward to your answer.

Regards,

Nick

Hi.

Most of what you ask is already mentioned in the original post and/or the enclosed attachements. But, I am happy to answer each question individually:

Could you please advise since when exactly is the verification process ongoing?

I am not sure what you mean. As I stated in my original post, I uploaded all required documents on October 6th. I not hear hear from them again until I e-mailed asking what was going on.

Which documents have been already approved and which ones not?

I have no idea. I uploaded all at the same time and just got a message stating that my account got blocked,

When was the last time you spoke to the casino and what was it about?

I e-mailed them on October 25th asking what was happening with my verification and withdrawal request. I got an e-mail saying that they had forwarded the documents to the right department and that I should have contacted them via chat (!) to get my documents verified. The next message I got was the one saying I was blocked.

Hi!

I got this e-mail from the support team @ Ice:

"The name mentioned in the provided documents mismatches with the name mentioned in your profile."

This does not help me at all and just makes it pretty obvious that they are going through the motions of making me give up. As my account is closed I have absolutely no way of checking their claim and they give no information for me to verify.

I appreciate you guys looking into this and look forward to hearing from you.

Can you please clarify how is it possible that the information does not match? Only the name differs?

I have no idea. They have not told me anything and since I cannot access my account, there is no way for me to check.

I would like to ask IceCasino to join us to clarify the player's case.

Hello all,

According to T&Cs:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

The player specified his first name as "Ray" which is totally fine, since this is a short form from "Raymond", which completely matches the documents provided.

But the last name also states "Ray" which is not the last name of the player and cannot be matched with the documents provided.

Hope this clarifies the actions by the administration.

Kind regards

Thank you for replying directly, Ice Casino!

From what I can gather, the problem seems to be that I made I mistake when registering at the casino. You did not mention this the first time I tried to make a withdrawal and you never gave me a chance to fix this.

Is it the view of Ice Casino that making a simple mistake when registering warrants you to confiscate both the money I won and the money I deposited without ever giving me the chance to correct my mistake?

Hello GgamblerObert,

As long as we know you were able to change those information within your account or by contacting the support anytime. The casino did check those mistakes only during the verification method. In such cases the casino has right to void the winnings as you registered with incorrect details.

Can please IceCasino advise if the player has still change to fix the name and to verify his account? Also will be any amount refunded to the player?

Hello all,

the Casino is ready to change the personal data in accordance to the documents provided and leave ALL the deposits at the account of the player.

Kind regards

Thank you for replying Nick.

I just need to check that I understand this correctly: A singe mistake made on my part means that you condone that the Casino should be able to consiscate all my winnings without giving me any chance to fix the mistake?

Is it the policy of Casino Guru that this is a the way a perfect rated casino should treat it`s customers?

Hello GgamblerObert,

As long as you filled out the registration with incorrect details, the casino has right to void any winnings generated there. Once you receive the refund of the deposit there is nothing else that can be done.

Please be sure to always double check any of the details you fill out during the registration next time.

Is there anything else we can assist you with?

Of course there is something to be done. You just chose not to do it and sided with a company that has terms and conditions that make them able to confiscate winnings for any reason they can manufacture. Well done.

Now my KYC check is complete and the details are the same as when I registered them. Ice casino took around $25.000 from my account and did not change a thing in my registration when they approved it.

When my KYC check is complete and the registration info is the same as it has always been, all winnings should be transfered back, They have approved everything as it was submitted by me and therefore has no standing to confiscate any amount from my account.

We'd like to confirm, the payer has not yet made a withdrawal request.

Dear GgamblerObert

Are you planning on making a withdrawal request?

Thank you in advance!

Hi.

I am waiting for you guys to give me back the money I won. What you did was to present a punishment that is nowhere near fitting to the "crime". Confiscating 235.000 NOK for a simple registration error is ludicrous and is nothing you had to do - you chose to do it because you could, just to save money.

I am willing to discuss a deal here to get this case solved. I can accept a fine for my "crime", but nothing in the region you are suggesting. My options are two; get this sorted out with you guys or take the case to the CEG. I would prefer the first option, but it is up to you to make that decision.

Hello GgamblerObert,

It was already mentioned that only your deposit will be refunded. Did you receive them?

And I have repeatedly stated that I do not accept this. If this continues to be your position, I will take this to the CEG.

Hello GgamblerObert,

Please feel free to contact them but based on our policy, the casino did everything they were supposed to.

As you did not accept the casino's decision, we will be now closing the complaint.

Wish you best luck.

Regards,

Nick