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Hello,

At the beginning of June I registered at Ice Casino. My account was fully verified. I was happy because I won some money on this casino. Unfortunately, after a few days I was unable to log in to my account. I talked to LC and they said my account is blocked and I won't be able to play because I probably broke one of their rules. Could someone help me, please?

Regards

Dear pupsi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I registered my account 3 months ago and it was successfully verified. I definitely had a casino bonus because I used the welcome bonus while playing slot games.

I found out from the LC that my winnings were confiscated due to "delaying game rounds". I didn't know that I was doing something wrong and such action is forbidden. I'm really sorry about this. I was a new user and I didn't know there were rules forbidding it. I was happy because I managed to win some money but if I have really made a mistake then I totally agree to confiscate my funds but can I at least hope to get my account back, please? I just opened them. I kindly ask Ice Casino to consider this request. I will be very grateful.

Dear pupsi

We can do that. But you will not be able to received bonuses anymore and will be able to play real money only.

Do you agree to such terms?

Regards

It's better than nothing. Thank you for considering my request.

We appreciate the clarification provided by both parties. In light of the recent developments, I would like to categorize this case as "rejected" since the player has admitted to delaying rounds, confirming the accusations made against them.

Considering that the winnings were confiscated in accordance with the casino's rules, we will now classify this complaint as "unjustified."

I wish I could be of more help. I’m sorry we couldn’t help you resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Sadly, I have to file another complaint related to IceCasino because my previous dispute was closed too early and it was not resolved.

At the beginning of June I registered at IceCasino. My account is fully verified. I was happy because I won some money. Unfortunately, after a few days I couldn't log in to my account. I talked to LC and they said my account is blocked and I won't be able to play because I probably broke one of their rules. I decided to make a complaint on your website. The IceCasino representative wrote on your website that my account will be reopened under certain conditions. I agreed to these terms and conditions. I waited almost a 2 weeks for unblocking my account. Unfortunately, nothing happened and I still can't log in to my account.

It's weird that a casino representative publicly states on your forum in front of everyone that my account will be opened and doesn't keep his word. This undermines the casino's credibility and puts the casino in a very bad light.

Hi pupsi,

Could you please advise if you've been in touch with the casino since the complaint has been closed?

I spoke with LC some days ago but they do nothing and my account is still not reopened.

Hello, pupsi

Looks like our system insists on blocking your account 🙂

It's been fixed now, you may log in again.

Regards

Thank you very much, IceCasino team, for your assistance.

Dear pupsi,

Could you please confirm that your account is accessible now? Is there anything else we could try to help you with?

No, thanks. Close

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pupsi, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru