IceCasino - Pelaajan tili on suljettu ja varat takavarikoitu.

I joined this casino on 23 October 2025. I have had no issues up until now.

On 17 April 2026, I deposited €670 and selected the €1000 bonus on my deposit. I built up a cash balance of €7000 without actually activating the bonus and then submitted a withdrawal of €5000 (forfeiting the bonus money which I have done before and is within the rules).

Today I tried logging in but was unable to as my account had been blocked. I went on live chat (see transcript attached) and they informed me that I had breached rules.

They told me: "Thank you for your patience. We apologize for providing you with incorrect information. Your account has been restricted in accordance with the "Bonus Policy" section of our Terms and Conditions. During our review, we detected signs of a potential violation of the bonus terms of use (including possible data duplication or the use of bonuses by more than one account or individual)."

They mentioned an email address which included the name Matthias which I did not recognise at all and said so.

I think there is clearly an admin/technical issue and/or major misunderstanding as no-one else but me used my device or account. Therefore I do not believe I have breached any rules.

All KYC is up-to-date as far as I am aware. My account remains blocked and my funds confiscated.

Please help me with my case.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear dsp99RF,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accessed your account from any other devices, or have any other individuals used your account?
• Could you please confirm which verification documents you have submitted and when?

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

Best regards

Petra

Hi Petra

Thank you for helping me with my case. To answer your questions:

a) There is no chance that anyone else in my household or otherwise would have created an account at the casino.

b) No-one else has accessed my account. I have a few laptops at home all connected to the same IP and only I have access to them. Sometimes if a website is running slow or not working properly, I will switch to one of the other laptops, but as I say, they all share the same IP.

c) October 29 2025: ID, selfie, proof of address - all approved. December 16 2025 - proof of crypto - approved.

Please let me know if you need anything else.

Thank you for your reply and for providing the previous details, dsp99RF.

• Could you clarify if you have used the same payment method for all your deposits and withdrawals?
• Did you receive any notification prior to the restriction of your account?
• Could you provide any additional communication you had with the casino regarding the case? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

a) All my deposits and withdrawals used the same USDT Tron (TRC20) crypto method. The exception was 3 deposits which used USDT Etherium (ERC20) crypto method.

b) I received no prior notification of the restriction to my account. The first I knew about it was when they sent me an email saying my withdrawal had been rejected. I then tried logging in to check and at that point was informed by a pop-up that my account had been blocked. I then went onto chat, with the details shown in my original post (including transcripts attachment)

c) I have attached the email referenced in point (b) above. I cannot think of anything further to add, but please do let me know if you have any further questions.

Dear dsp99RF

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear dsp99RF,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from IceCasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear IceCasino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

The video verification will be conducted.

Further development of the resolution will be based upon the result of verification

Kind regards

Hello everyone,

thank you, IceCasino, for the update.

Dear dsp99RF,

the casino has informed us that the case will proceed with a video verification, and that the final decision will depend on the result of this process.

Please let me know once the video verification has taken place, and also if you experience any issues or receive any further instructions from the casino.

Dear IceCasino,

thank you for the clarification. Please keep us updated once the video verification is completed and let us know the outcome as soon as it is available.

I will wait for your next update.

Video verification taken place - seemed to go fine. No further instructions. Will let you know when I hear back from the casino.

I have since heard back from the casino and the video verification was approved.

I am pleased to say my account has been unblocked and I have now requested a withdrawal for €5000.

Thank you to Samuel and all concerned for your help.

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.

Greetings,

According to our records, the payout is scheduled to be paid.

Regards

Hello everyone,

thank you for the update.

Dear IceCasino,

thank you for the information regarding the payout status.

Dear dsp99RF,

please let me know once you have received the withdrawal and confirm your current balance status so I can proceed with the next steps in this complaint.

I will wait for your update.

Dear dsp99RF,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have received the €5000 with thanks and I am just waiting on the withdrawal of €2000. I will confirm when this has been processed.

Hello dsp99RF,

thank you for the update, and I’m glad to hear that the €5000 withdrawal has already been received successfully.

I will now wait for confirmation regarding the remaining €2000 withdrawal. Hopefully, the final payment will be processed soon as well.

Please keep me updated once you receive it or if there are any further issues.

Dear dsp99RF,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear dsp99RF,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel