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Ice Casino blocked my account without any reason. They accused me of bonus fraud even though I hadn't even activated the bonus. They seized my money and claim that I can't withdraw it, and they can't do anything about it

Dear archbig2,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino and when exactly was your account blocked?
• Have you redeemed and played bonuses on the website previously?
• Do I understand correctly you deposited 49€ in the casino recently?
• Could you please forward me your correspondence with the casino regarding the issue? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1- I signed up to ice casino on October 9th of this month and was blocked on October 11th

2- I never accepted bonuses from them. I just played with my money without accepting their bonus.

3 I deposited 52 euros and as I played some games I ended up with 49 euros

Could you please specify how much you wagered in the casino altogether to your knowledge?

Could you please share the communication in which the casino raised accusations against you?

Share screenshots here, or send me the information to my email at tomas@casino.guru

Hello,

I deposited 52€ and i played "banca francesa", right now i'm not sure the amount i used to play because i have no acess to my account because they blocked me.

After play i tried to withdraw the money to check if the casino is legit and they proved they are not honest because they block my account and keep my money, i chated with them and they said they blocked my account permanetly. 

The picture below was the email sent by them, i have no access to my account that's why i do not have screenshots of conversations.

Have you submitted any documents for verification to the casino, please?

Yes i submitted all docs they asked for

Thank you very much, archbig2, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello archbig2,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter. Just to check, you previously wrote that you have not accepted a bonus, but in the email, the casino team mentioned there is suspicion that you have attempted to commit bonus fraud, so are you sure you have not claimed any bonuses?

We would like to invite IceCasino to join the conversation.

Dear IceCasino,

Can you please provide more information on why the player's account was blocked? Please forward me any evidence of your accusations that the player attempted to defraud your bonuses to michal.k@casino.guru

Hello Michael. In relation to my case, I did not accept any bonus. They sent an email saying that I committed bonus fraud as an excuse for not being able to withdraw my money. I spoke to their customer support when my account was blocked, they checked my account and the person I was speaking said that in fact I had not accepted any bonuses and that they were going to go to some department to see if they could resolve it. something. But to this day I'm still blocked and without my money.

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 archbig2

The casino would like to know your true intentions for registering at the casino.

Can you also name the games you've played?

Also, we find it suspicious, when the player deposits 52 eur, and withdraws 48.94 EUR.

Regards

The main reason I decided to sign up to Ice Casino was a recommendation from a friend, who praised the variety of games on offer and the reliability of the casino. Based on this confidence, I made my first deposit, played some games (I don't remember exactly what they were now, but I think it was the dice and the French bank) and, to test the integrity of the casino, I requested a withdrawal to see if the process was really reliable. However, I was disappointed to discover that shortly after my first deposit, the casino held my money on the first withdrawal. This left me frustrated and worried about my experience at Ice Casino

Dear archbig2,

Did you manage to wager/turn over your deposit 2x ?

Because the casino has this rule:

8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses.

Yes, I believe I followed all the rules diligently. Nevertheless, blocking my account without a single warning and retaining the full amount of my funds demonstrates a lack of honesty on the part of the casino. In this case, they retained 100% of my money instead of the 20% as stated in the rules. I find this to be unfair.

Hello all,

The player may withdraw the funds, afterwards the account will be blocked.

Best regards

Thank you for the response, IceCasino.

Dear archbig2,

Please let me know once you receive the funds so that we can close the complaint as resolved.

Hi Michal. I already made the withdrawal and I already have the money with me. You can now close the case. Thanks a lot for the help.

Thank you for the confirmation, archbig2.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru