IceCasino - Player has been accused of opening multiple accounts.

A while ago I made an account at ice casino and lost the password, never entered again.

Last week I deposited in another account and was successful in some bets, after that I made the withdrawal request on Friday 11/25/2022 along with the withdrawal request I sent the documents for verification.

As of today, 11/29, I have not had any feedback on the withdrawal or verification. Now this afternoon I tried the account and it was blocked, I tried to contact the support and he told me that my account was blocked because I would have another account, that is, I lost my deposit and the earnings that I obtained? Why did the deposit go through and the withdrawal not? How is my deposit amount? What about the money I made by risking my deposit? This is totally unfair.

Dear hugo0413,

Thank you for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account? Has there been any activity in your old account and how long ago you have entered it for the last time?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

I made a new account because I lost access to the old one, I don't remember when the last access was. I didn't know about this rule, what bothers me is that the deposit was not blocked for this reason but the withdrawal was.

They canceled my account with the deposit amount and the winnings I got.

I see that it is unfair because I deposited in only one account, I made gains in it and I sent all the documentation they asked me for.

In a live support conversation, the consultant told me that I could reactivate the account as long as my balance was reset to zero, I don't see this situation as fair.

Dear hugo0413,

Could you please advise if there was any game activity in your old account? Please try to remember when was the last time you accessed the old account. Have you accumulated your recent winnings with or without any active bonus, please?

I don't remember when the last access was, nor did I remember that there were 2 accounts, the days were created at the same time if I'm not mistaken. My only issue is the kidnapping of my deposited amount along with the amount I won. There were bonuses in the account, but as real money is spent first, I just played with real money and made gains with it, at the time of withdrawal they blocked my account and said they could unlock it but they would reset all my balance, that doesn't do the job minor sense.

Dear hugo0413

Can you please tell us who does the account adesio**aze@hotmail.com belong to?

Can you also let us know who the account hugo04*3@gmail.com belong to?

The reason we are asking this, is because all of them (+ the disputed account) are registered in one name, same personal data, all were active, all used bonuses, including no-deposit bonuses, all accessed via the same device and IP.

Can you please clarify?

Thank you in advance!

Thank you very much, IceCasino team, for the clarification.

Dear hugo0413,

Could you please elaborate?

Dear hugo0413,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.