The player from Portugal has been accused of opening multiple accounts. Player’s complaint has been resolved successfully.
IceCasino - Player has been accused of opening multiple accounts.
Amount: €7,000
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Goodnight.
I am here to file my complaint, icecasino has blocked my account claiming that I have more than one account, which is false. The requested documents were sent and the casino was proceeding with the verification process, which took a long time, until they blocked my account.
I have €7000 blocked and I don't know how to proceed.
I affirm that I do not have another account, only one with an associated email.
Sincerely, André S*****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear André,
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? Were your winnings accumulated with or without an active bonus? Have you passed the KYC account verification successfully in the past, please?
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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2 years ago
Translation
Good afternoon.
I recently created the account at the casino, used the welcome bonus, through that money I reached the desired bonus and the balance changed to real, I continued to play until I reached the aforementioned amount.
I proceeded to the withdrawal process ("withdrawal" at the casino in question) and I was asked to verify the account, I sent the requested documents, proof of address, selfie with the citizen card and ATM card, proof of deposit, Iban, this process it became quite long. Contacting through the support chat, they always responded, and asked for patience, as it was an evaluation process. Until they blocked my account, I returned to contacts via the support chat and the only solution, as they said, was to unblock the account, but the real balance would be withdrawn.
I have used my account on different devices, my mobile phone and my computer in different places, but no one has used my email, nor have I created different accounts with another email, I just have a single account. Finally, the KYC verification process took a long time, until the account was blocked, and ended up not being validated. At that moment they only asked me for a print of my bank account (this document has already been sent).
If you want I can send the documents sent for verification.
Thanks for the availability.
I will be there to resolve this issue.
Sincerely, André S*****
Edited by a Casino Guru admin
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2 years ago
Dear Andre,
Sorry, you've faced issues.
Would you kindly clarify, who does the account maf**nam@gmail.com belong to?
Our anti-fraud dept. detected, that same device and IP was used, welcome bonus was used as well.
Thank you for cooperation!
Kind regards
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2 years ago
Translation
Good Morning.
I have no knowledge of that email.
Sincerely, André S*****
Edited by a Casino Guru admin
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2 years ago
Dear André,
Please understand that if another casino account registered under a different email address has been detected from the same device and IP address the clarification will be needed to clarify the matter. If only IP address has been recognized I would understand that you have no knowledge of it, but the same device needs to be explained. Please try to elaborate.
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2 years ago
Translation
Good Morning.
Nobody has access to my devices, only I have access to them.
My account is associated with the Facebook account, but also only I have access to it. I never had any problems with my email accounts.
I would like to be more helpful, can you tell me how I can be more detailed?
Sincerely, André S*****
Edited by a Casino Guru admin
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2 years ago
Translation
Good afternoon.
I can inform you about any situation.
I don't know anyone by that name, not even my family.
I remain available.
Sincerely, André S*****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear André
Your account has been discredited. Please use "forgot password form" and change the password.
Afterwords, you may withdraw your winnings.
Kind regards
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2 years ago
Thank you very much, IceCasino team, for your assistance and guidelines.
Dear André,
Please follow the casino instructions and keep us updated about any further developments. Looking forward to hearing from you.
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2 years ago
Translation
Good afternoon.
I have already followed the instructions of the casino and proceeded to withdraw the real balance, but I am still waiting for the withdrawal to be completed.
KYC verification passed.
I will keep the situation updated.
Best regards, André S*****
Edited by a Casino Guru admin
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2 years ago
Hello,
According to our records, the player has received 2k EUR already.
Please confirm.
The rest will be approved according to T&Cs of the Casino.
Kind regards
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2 years ago
Translation
Good afternoon.
I confirm receipt of €2000, leaving €5000.
I follow and await the outcome of the process.
Sincerely, André S*****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Translation
Good Morning.
Step to inform you that the situation is completely resolved. Successful lifting.
Thank you very much for the help provided, in any way that can be useful, I will be at your disposal.
Sincerely, André S*****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, André, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
