The player from Germany has been accused of opening multiple accounts. The issue was successfully resolved. The casino proved to be very helpful and the misunderstanding was well handled.
IceCasino - Player has been accused of opening multiple accounts.
Amount: €50,000
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I played at vulkan vegas and at ice casino and lost a lot more like winning 50000 euros
I won at ice casino and made a payout then I was accused of having two accounts but with the same phone number and address and bank details, everything only the email address would be a payout, he paid at the email address because they don't want to pay out my money. I But I know that you can't open a second account with a cell phone number. That's because I didn't do anything wrong. They say I should delete my payout or trust the 50,000 euros then I could continue playing. Is that possible, what can I do?
Kind regards
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1 year ago
Dear fahrettinkar61,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus?
Could you please advise how much was the last requested withdrawal?
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
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1 year ago
Translation
Hello, I'm glad to hear from you
none of my family or friends opened an account using my data
as far as I know what you can do with a telephone ID only one account
that's why I can't have a second account at Ice Casino
I have an account with Vullkan Vegas that is correct
That was real money with which I won the 50,000 euros
I want my money what's due to me I didn't do anything wrong
I also lost a lot at the two casinos, that's not even half the money they have to pay me
If a second account existed, why was my payment accepted?
I had exactly 53,500 euros in my account, exactly who I didn't play until 50,000 euros, then the 50,000 euros were released for payment
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1 year ago
Thank you, fahrettinkar61, for the clarification. Could you please forward any supporting evidence to petronela.k@casino.guru?
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1 year ago
Translation
Hello,
This is an error from ice casino, why is this considered a double account, as I can see, it is an email address where the @ was saved instead of 61.. the other data is the same, that is, when I signed up and made deposits I didn't even notice that because no error message was displayed, if it was known why it wasn't corrected, ice casino has now admitted the error, I said you can only open one account with one phone ID and I did that. where is my mistake here and why is this seen as a duplicate account even though that is not my problem this is ice casino's fault
Why should I do something like that, it makes no sense. What advantages would I have from such an account? I don't understand at all from when or how can one recognize or
From when do you legally count a double account, as far as I can see my data has not changed..why was my account blocked right away, after which I asked, I was made on the second account on Merksam, I was then told I should use my credit then the account would be activated again, that's a cheek at the highest level, I wasn't told how I paid in, there's a problem, you can't play for whatever reason, but no, my money was nice and accepted...like When I won something, they found a reason not to pay... I can't accept that. And that's also not legally comprehensible. That's what Germany calls fraud... That's not how you can deal with customers who have lost a lot of money .. I want my money I've lost so much money I'm dependent on the money. I beg you, the mistake is no reason not to pay my money, ice casino definitely overslept here, but that's not my fault, you see it that way too.
They usually have to pay me all my money, but if they transfer me 35,000 euros immediately, I agree and they would have to revise my account or delete an account that doesn't belong there and unlock me again I would like to continue playing and my loss try to keep it as small as possible. I DO NOT HAVE A SECOND ACCOUNT THE DATA ARE 100% IDENTICAL EXCEPT FOR ONE LETTER AND A NUMBER..CONFUSION, ICE CASINO SHOULD HAVE NOTICED THIS. WHAT DID NOT HAPPEN..It's just not safe to come up now and say you have two accounts.It 's just not my fault that such a misunderstanding happened.
Vg Kar F
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1 year ago
Translation
Hello,
After a long search I found that there was an error with the email address when registering and I couldn't change it myself, but I contacted Ice Casino twice and asked them to change my email address, but they didn't respond and I then opened a new account with the correct address, which is now seen as two accounts, which is unacceptable. They simply overslept and or did something extra so that they can be accused of this when the payment is made.. I have the two emails
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1 year ago
Thank you very much, fahrettinkar61, for your clarification and forwarded emails. Could you please advise how long was the first account active and if both accounts were active simultaneously? Were your winnings accumulated from a "one-time bonus" (e.g. First deposit)?
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1 year ago
Translation
Hello Petronela,
I can't tell you exactly when I opened the account..I assume it was February.I can't look it up either because they blocked me. I noticed it because I didn't get any feedback from ice casino. I then reported the mix-up with the email and said that I was playing with the right one again, I played until the day I realized that the email addresses were wrong is payout or nothing won I have not with the email address, I played with the judge until two weeks ago but I won nothing up to the win which they don't want to pay, again for info you can't do it yourself except for the phone number change my data, because of that I could not change my email address.... it is cheeky for a customer who has lost so much money to pull off such a game..
I want all my money. I'm entitled to it. I've now also spoken to a lawyer, he says if you have copies of the emails, they have to be paid out because I noticed and reported it, you can't correct it yourself, so mistakes can happen to anyone, the main thing is to report it. but they deliberately did not react so that they could withhold it, but they did not think that I would still find the copies..
Please tell me if I did something wrong here
Vg F
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1 year ago
Translation
Hello Petronela,
No initial deposit
And I've only played with one account since I reported it
I won the money with real money, or I won 3,500 euros beforehand and I wanted to withdraw the money, it took a long time and I thought I would play again until 3,000 euros, then I had the big win of up to 50,000 euros played down and then paid out
Vg F
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1 year ago
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Hello Petronela,
I checked the email again and saw that my first email was on February 16, 2022 and should be deleted or corrected
I must have done that because I got an email from them on February 20th, 2022, but they didn't correct it, they sent me a bonus offer
I then sent an email again on February 27th, 2022 to delete or correct my email address. That means they saw my email and corrected it, but not in my account but in the so that I can get advertising.
Attached is the email
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1 year ago
Thank you, fahrettinkar61, for your replies. Do I understand correctly that your winnings of €50,000 were accumulated without any active bonus?
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1 year ago
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No, the money I used to win 50,000 euros was real money.
The 3400 that I had to pay out before was with bonus money, which I then converted to real money and wanted to pay out. Since it took longer I played it and won
Vg fahrettin
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1 year ago
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Hello Petronela,
It's not about bonus or bonus money
They say I have two accounts
Although I'm registering in February
I had noticed errors and then I even reported it by email so that it should change what was not found. I continued to play with the correct email address
Didn't know that an error in the email address counts as a duplicate account.
I ask for your help. I am dependent on the money because I have also deposited a lot
And I didn't do anything wrong on my part either.
I would appreciate your feedback
Vg fahrettin
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1 year ago
Thank you very much, fahrettinkar61, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi fahrettinkar61,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite IceCasino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Hi Peter,
first of all thank you very much for your support, i just want to mention that i depend on the money.. i got family problems from this loss of so much money
The money I lost at these two casinos (Vullkan Vegas and Ice Casino) is not even close
What I won for that reason the money is about vital to me
I wanted to do something good for my family with it, I don't think what they deduct is justified, I didn't do anything wrong, I lost and then won, they're still in plus I didn't deposit 100 euros and won 50,000 euros
I also want them to unlock me again
I'm glad you're doing something like that, you're really helping a lot of people who are desperate and don't know what to do next
see Fahrettin61
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1 year ago
Translation
Hi Peter,
I wanted to add something every time I contacted Ice Casino
Because I wanted you to unlock my account
If ICe Casino wanted me to waive my credit, only then would they unlock my account again
What kind of offer is that supposed to be...I didn't understand
see Fahrettin61
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1 year ago
Dear all,
Following a careful review and consideration of all the information provided by the player and support, we've unlocked the account. The player may proceed with the withdrawal.
Just clarify a couple of things, for better understanding:
2022-02-03 20:54:08 - the player left an offline request into the live chat;
2022-02-12 09:51:46 - turned to live support and informed that steps for changing e-mail will be provided via e-mail. Same day the instructions were sent by our support;
2022-02-14 18:02:05 - an extra e-mail was sent by our support;
2022-02-16 09:47:50 - the player sent us the answers, but changed the subject of the e-mail (for unknown reason).
Thus, the final e-mail was lost, and did not reach the person responsible.
Sorry for the inconveniences caused.
Kind regards
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1 year ago
Translation
Hello Ice Casino and Casino Guru,
I'm glad to hear that this has all been cleared up
I was happy with Ice Casino until the incident, there were always good offers
And the chat staff were always available
Since it has cleared up I will continue to play at Ice Casino
But I would like to thank the guru team very much, they did a very good job and helped me a lot
I wish everyone the best and hope that such things will be thoroughly investigated because I know what it means not to get your money
Vg Fahrettin61
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1 year ago
Thank you Ice Casino team for your help.
Dear fahrettinkar61,
I'm glad that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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