The player from Austria had created two accounts with the same online casino and had informed the casino about this. Consequently, both accounts had been locked, blocking access to his winnings of approximately 220 Euros. The casino had insisted that the accounts could only be unlocked if the player forfeited the winnings. Despite the player's claim that the additional accounts were created by family members using his phone, the casino had maintained that this was a violation of their terms and conditions. After reviewing the case, we concluded that the player's actions did indeed violate the casino's rules. As a result, we were unable to assist the player in retrieving his winnings.
IceCasino - Both of player's accounts are blocked.
Amount: €220
IceCasino
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
Dear oliver9911,
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.
Please understand casinos allow you to use only one account.
If you lose the credentials of your account you should always contact the casino for assistance, not create other accounts.
- Have you contacted casino support and requested assistance after you lost access to your original account?
- Have you informed the casino you have created more accounts immediately after you recovered your original account?
Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Hey Tomas
Yes, I asked several times to release my account where the money is without success, I also told them that it wasn't intentional but they are stubborn.
And as soon as I had access to the old account, I made a profit, so I immediately contacted the casino
So both questions answer YES
For me, theft is no longer what they do to me!
Automatic translation:
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8 months ago
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
It will help us establish the timeline of events. Thanks in advance for your cooperation.
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8 months ago
Translation
Hey Tomas
Thank you for taking your time with my case, I sent you an email.
Lg: Flo
Automatic translation:
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8 months ago
Hello Tomas,
We'd like to confirm, that the player has indeed two accounts, and the welcome bonus pack was used at both of them.
This breaches the T&Cs.
Kind regards
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8 months ago
Translation
As I already said, I only had 2.... The others were each from a different person (family), which was also requested in order to delete these accounts!
Automatic translation:
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8 months ago
Dear oliver9911
Can you please clarify, why all those accounts are in your name?
Thank you in advance!
Kind regards
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8 months ago
Translation
Because they played on my cell phone and therefore used my name, mind you!
The fact is: The other accounts (3) are or were from my family because they were asked to delete them... I'm sorry that I violated the terms and conditions with my 2 personal accounts. BUT I was honest with them and told them personally in the live chat, which then led to the penalty, the blocking and something like that. I just think it's a shame that all of my money, which I had won so hard, was lost!
I also think it's a real shame for the casino itself to make such a fuss over 200 euros and not just say come on, let's turn a blind eye and be done with it (because you were an honest person).
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8 months ago
Dear oliver9911,
While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is a clear breach of the terms and an unfair advantage.
However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.
If you open multiple new accounts in the casino and take advantage of the welcome bonuses, unfortunately, our ability to argue in your favor diminishes. If you create multiple new accounts in the casino and they are used from your device, the casino has no reason to believe, they weren't used by the same person.
After gathering all information, we won't be able to help, and the complaint will be rejected.
Opening an account in the casino after you lose login information is not something you should do in online casinos. If you were to 'confess' before depositing and playing, I believe the casino would consider it an honest mistake, but not after you achieved winnings.
Creating multiple accounts in your household is a problem in itself, as most casinos prohibit it as well. Always inform the casino if there are multiple accounts in your household before depositing and playing, to prevent issues, as casinos might opt to close these accounts due to a breach of their rules.
I am sorry we couldn't help you with the issue you are facing. Please do not hesitate to contact us if you run into issues with any online casino in the future.
