The player from Sweden had found his accounts closed after his wife, who had a gambling addiction, had requested her own accounts to be closed. This had affected his active iWild Casino account where he had 700 euros pending withdrawal. Responses from casinos had been unsatisfactory, stating only that the decision was final. The player's wife had her own separate account, which she had requested to close due to her gambling problem. This had led to the closure of the player's accounts across multiple casinos under the same company, Altacore. The player had denied having a gambling problem himself and had requested the re-opening of his accounts. The casinos, however, had maintained their decision, citing a violation of their terms and conditions. The Complaints Team had acknowledged the casino's right to close accounts to protect players with gambling problems and had rejected the complaint. The player's pending withdrawal from iWild Casino had been successfully paid out.
IceBet Casino - Player's accounts closed due to wife's self-exclusion request.
Amount: €700
IceBet Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
My wife wrote to iWild, IceBet, and Flappy to close her accounts due to gambling addiction, which all the Altacore casinos did 👍
I also have casino accounts at some of these casinos, and a few days later I was also excluded from all of them except for iWild Casino. I have a win of 700 euros for which I have requested a withdrawal, and I am terrified that iWild is going to confiscate these and close my account.
I contacted IceBet where I had deposited money and had an active bonus when they closed my account due to gambling addiction. I explained that I stated that I was the one with a gambling problem and hence closed my account. I clarified that this wasn't correct and asked them to justify it, but received an unsatisfactory response that this decision is final.
Can you help me?
Hello MRVEGAS22,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account got closed by them or on your request? Since when exactly are you waiting for your payout from iWild Casino? When was the last time you contacted them and what did they respond?
Looking forward to your answer.
Regards,
Nick
So far I have no problems with iWild Casino as it is the only one of Altacore's Casinomns that has not yet been closed due to my alleged abuse.
Have requested withdrawals to be KYC verified tomorrow/Monday and am afraid it will be shut down as all other Casinos from Altacore were shut down after my wife reported her abuse.
The problem at the moment is that IceBet Casino closed my account with an active bonus and said that I said that I said that I have a gambling addiction.
and since all other casinos from Altacore were also closed after this, I am afraid that iWild will also close my account.
so my complaint stems from the fact that I want IceBet to open my account and give me my bonus and for them to remove the fact that I would have reported gambling abuse as this is not correct.
All Altacore NV Casinos were closed after my wife asked for her accounts to be closed due to gambling addiction.
When contacting IceBet Casino, they say that I reported gambling abuse and therefore closed my accounts.
When I asked for documentation to prove that I had reported gambling addiction, I only get the answer that this is final.
So I have NOT asked for any accounts to be closed and I have NOT said that I have a gambling addiction.
I would like this complaint to be moved to IceBet Casino instead of iWild Casino as it currently concerns IceBet and several others of Altacores Casino.
iWild is still open but, as I said, I am worried that it will be closed and winnings confiscated because IceBet entered me as a gambling addict.
I want IceBet to remove me as a gambling addict and open my account and also that they remove me as a gambling addict at all Altacores Casinos as I did NOT request or say this but it is my wife who has excluded herself from their casinos.
The Casinos that were closed for me after my wife request were following:
IceBet Casino
DozenSpins Casino
AllReels Casino
WinLegends Casino
Stelario Casino
Following Casinos from Altacore is still open: iWild Casino and Flappy Casino
Hello MRVEGAS22,
As long as you did not request for exclusion (only your wife), the casino had basically no reason to close your accounts as well. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello MRVEGAS22,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear IceBet Casino,
Could you possibly provide additional information regarding the closed accounts and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Dear MRVEGAS22,
We provide information regarding your complaint.
The IceBet Casino Risk Department has conducted a thorough review of your MRVEGAS22 account.
Account MRVEGAS22 - did not pass the casino security check.
2024-02-03 20:06:56 UTC+0 you registered an account with the login TESSIETJEJEN, to which you made deposits and placed bets. Accounts MRVEGAS22 and TESSIETJEJEN have minor differences in data. The TESSIETJEJEN account has a different name, additional characters in the last name, gender, additional characters in the address, a different phone number and email.
In connection with these facts, we have every reason to believe that the account is duplicate and all these factors indicate a clear connection between the accounts.
2024-02-19 The casino support service received an email from the email associated with the TESSIETJEJEN account with a request to close the account due to gambling addiction. Email text:
"I want to close my account because I have a gambling problem."
Creating duplicate accounts is a violation of the rules of clause 2.6 of the casino, and has:
- By creating an account, you agree to provide only reliable information about yourself, such as your name and other personal information. You also agree not to create duplicate accounts; each user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates. The Casino reserves the right to block multiple accounts without notice.
If we decide to delete a duplicate account:
- all bonuses, free spins and winnings that you received by using this account will be canceled;
Due to a violation of the project rules, your MRVEGAS22 account is closed as a duplicate without the right to re-open.
The casino is not responsible for your opening a new account or 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.
All actions with your account were performed strictly in accordance with the casino rules that you agreed to upon registration.
This decision is final and cannot be revised.
Sincerely,
Risk department IceBet Casino.
My wife verified her account with her ID etc and I have verified mine. There are no duplicate accounts as we are two different people which they can clearly see in their verifications so closing my accounts because of this seems completely unreasonable.
Accounts MRVEGAS22 and TESSIETJEJEN have minor differences in data. The TESSIETJEJEN account has a different name, additional characters in the last name, gender, additional characters in the address, a different phone number and email.
my wife's username is TESSIETJEJEN and we have the same address, same last name but different e-mails and phone numbers of course.
Then perhaps it should be written that only one person per household may have an account, but that is not stated in the conditions.
now my account at iwild casino has also been closed for the same reason and I had a profit of 300 euros that I requested a withdrawal from, which I don't know what is happening now.
How can you say that they are duplicates when they clearly see in the verification that we are two different people.
Dear IceBet Casino,
We completely understand that it's the casino's free will to decide if they will or will not keep a player, and we also understand the measures of blocking a player's account if he lives in a household with another player who has a gambling addiction.
However, we suggest this player should be given the option to withdraw all the available funds from his account before closing it, including his winnings.
What would happen to the 700 euros in this case? We will be waiting to hear from you.
the win of 700 euros was on iWild, which they have paid out, so there are no winnings to collect at icebet casino, it was just an existing bonus that I got rid of.
Dear Michal,
Please note that the player's request regarding payments in the amount of 700 euros concerned IWild Casino, and not IceBet Casino.
In turn, we contacted representatives of IWild Casino and we found out that all payments to the player were made by the financial department of IWild Casino, of which the user was notified by email linked to the IWild Casino account.
Dear MRVEGAS22,
We inform you that according to information received from representatives of IWild Casino, your account was closed by decision of the administration without the right to reopen.
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 terminate an account created in violation of these rules at any time.
According to the rules of the project, you are not allowed to play on this casino site and on the sites of partners related to our casino license.
This decision is final and cannot be changed.
All actions regarding your account are carried out strictly within the framework of the rules of our project.
Sincerely,
IceBet casino risk department.
As I have mentioned before, it's the casino's free will to decide if they will or will not keep a player, and we also understand the measures of blocking a player's account if he lives in a household with another player who has a gambling addiction. This would be the best course of action when it comes to protecting the player who is struggling with gambling addiction.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal V from Casino.Guru
