IceBet Casino - Player's account blocked due to suspected gambling addiction.

I registered with this casino and made my first deposit.

When I then proceeded with KYC to make a withdrawal, I was told that I was a gambling addict and my account was frozen.

I don't understand why they would treat me as a gambling addict after my first deposit.

I have also contacted the casino to withdraw my money, but they are completely unresponsive.

Dear andandjonnyx,

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.

• Is there any chance that you requested self-exclusion from this casino or any sister casino in the past?
• Do I understand correctly that €800 (dispute value) is being held in your casino account?
• How much did you deposit? Has your deposit been refunded?

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,

Kristina

I have never self-excluded.

We have confirmed that there was 800€ before the freeze.

200€ has been deposited. No refund has been made.

Thank you very much for your reply, andandjonnyx. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

No correspondence. There is no communication at all.

Thank you very much, andandjonnyx, for your cooperation. 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 andandjonnyx,

It's Michal again. I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite IceBet Casino to join the conversation.

Dear IceBet Casino,

Could you please furnish us with more details on why the player's account was closed?

Dear andandjonnyx,

We provide information regarding your complaint.

Icebet Casino's risk department has conducted a detailed review of your casino account with the username "MIRAIN". Account "MIRAIN" - did not pass the casino security check.

Icebet and Allreels casinos are partners and have the same license.

You previously registered at the Allreels casino and your account was closed by decision of the administration and added to the blacklist, of which you were notified by email (andandjonnyx@gmail.com) linked to your Allreels casino account at 2023-08-22 11:57: 18 UTC+0.

Your account with the username PLAYER1180283 on Allreels was closed without the right to reopen it according to the rule:

- Allreels, in turn, reserves the right to close your account at any time, terminate the Terms of Use and provide you with written notice using the contact information in your account.

When registering on the IceBet Casino, you indicated changed data (in particular, email, city with an additional word, changed residential address), thereby bypassing the blocking system and registering, which is a violation of the rules of the project.

Your casino account with the username MIRAIN on the IceBet Casino was closed without the right to reopen, and the balance was cancelled.

The casino is not responsible for opening a new account for you or for any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.

According to the rules of the project, you are prohibited from playing on this casino site and on partner sites related to our casino license.

Sincerely,

Risk department IceBet Casino.

I have never received an email saying I was blacklisted.

I looked at the email I received and did not receive an email on August 22.

And I am registered with another altacore casino and have had no problems there.

（I can still log in and make deposits and withdrawals.）

That's proof that I am not on the blacklist.

If six months have passed, it should be natural for the address, etc. to change.

Dear andandjonnyx,

If you have been made aware (I will still double-check this with the casino team) that the administration has ceased offering their services to you and closed your account, it is quite an industry-standard in certain casino groups that creating any other accounts at the same company is not permitted. This can, as well, don't have to be applied to other of your previous accounts within the same casino group. (The casino can close players' accounts in some casinos and still allow the players to play in other of their casinos. Situations like this occur, for example, if a certain casino specializes in certain markets or is offering only certain games or game providers for certain markets or certain players). If, despite this, you still have created another account, then I'm afraid I have to agree with the casino's decision, as they only followed their rules.:

"The casino is not responsible for opening a new account for you or for any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time."

We would like to invite IceBet Casino to join the conversation.

Dear IceBet Casino,

Please forward me the email communication with the player to verify if and when they have been notified about the account closure and the blacklist to me at michal.k@casino.guru

Here is the email history sent by Allreels as evidence.

The last time I received an email from them was on August 21 which was an email stating that the withdrawal had been completed.

Why did you allow people to register and deposit at these casinos in the first place?

Being able to register should mean that I am not on the blacklist.

I can still register at several altacore casinos.

It is impossible to verify which one is affiliated with allreels.

If I was really on the blacklist, they would have been able to identify me by my email address or IP address.

(The casino claims I changed my email address, but my email address has not changed. The casino must have registered me by mistake, and I even contacted support several times to tell them that my email address was incorrect).

Even if I made a mistake with my email address, a normal casino will verify my email address so I will know I made a mistake there, but this casino did not do that at all, including KYC.

Dear Michal,

We provide information upon your request.

In the first screenshot you can see the date and time the email was sent to the user on the AllReels project in UTC format.

In the second screenshot you can see the text of this email.

Please consider the information provided.

Sincerely,

Risk department IceBet Casino.

I checked my email on August 22 and still no such email was received.

Also, looking at the body of the email that the casino claims to have sent, it appears that it only closed the account for no reason and did not contain any information about adding the account to the blacklist.

This would lead one to believe that the casino simply closed the account in order to terminate its services in Japan.

Thank you for the provided evidence, IceBet Casino.

Dear andandjonnyx,

We have received evidence from the casino that an email concerning the closure of your Allreels account was sent to you. This communication was sent to your email address in the same manner as any other correspondence. While we're uncertain why it's not present in your inbox, we can't dismiss the possibility that you may have inadvertently deleted the email. Nonetheless, the casino has furnished us with evidence of its sending to your email address.

Upon registering with IceBet Casino, you provided altered information (particularly concerning your email, city with an additional word, and modified residential address), thereby circumventing the system's blocking mechanism and registering in violation of project regulations.

This explains why your accounts were not immediately flagged by the casino's system. Although, the casino has since bolstered its system to prevent such occurrences in the future. It is crucial to understand that the casino bears no responsibility for creating a new account should you attempt to circumvent restrictions once more, nor for any resulting losses incurred.

Furthermore, it is within the casino's prerogative to close your account at any time, terminate the Terms of Use, and furnish written notice via the contact details provided in your account. Following the settlement of all financial obligations (if they are any at all) related to your previously normally opened accounts, the casino retains the authority to close your accounts at its discretion. This policy aligns with industry standards across most casinos.

It is imperative to bring to your attention a specific rule outlined in the email:

"The casino is not responsible for opening a new account for you or for any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time."

Regarding the reference to a blacklist, it typically serves for internal purposes. The casino teams have the option, although not the obligation, to explicitly inform you of this.

Nevertheless, you have been now informed about its existence.

With all this being said, the main reason for blocking your account as specified by the casino team is:

Icebet Casino's risk department has conducted a detailed review of your casino account with the username "MIRAIN". Account "MIRAIN" - did not pass the casino security check.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint as the casino team acted within its established rules.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal

Casino Guru