The player from Germany has been accused of opening duplicate accounts. Admittedly, he has opened two different accounts. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
IceCasino - Player has been accused of opening multiple accounts.
Amount: €16,000
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello Guru, my name is Henry and I started gambling at ICE Casino a few weeks ago. I lost several thousand euros there too! Now I was lucky and won from the money I won I wanted to have something paid out. That's when the verification started. It took a while and people wanted to have more and more documents, which I sent. But I hadn't gotten a release. Now I wanted to register today, my account is blocked. When I asked customer service for an answer, I was told that they deleted it because I had opened two accounts. They would free me up but delete my balance. Dear Guru, I opened another account before because I lost my data, I made a new one because I never got new access data. It doesn't matter because I left about 4000 euros with the account where I registered again. I want to ask you to help me because I just feel betrayed. I thought I got lucky once in life and then this scam. I have known for about 4 weeks that I have cancer. And get cheated like that. Please help me.
Mfg Henry
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1 year ago
Dear henrybehr,
Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found (here):
"5. OPENING YOUR ACCOUNT
...
5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account"
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?
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
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1 year ago
Dear henrybehr,
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.
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1 year ago
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.
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1 year ago
Translation
We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.
Player's additional comments:
" Hello, I created the new account because I didn't get a new link to play with the old account. And then I played with the new account where I gambled around 4000 euros. And it didn't bother anyone where I deposited for weeks Then when I won they come up with a ban and I was told that by deleting the balance the casino will clear the account again This is a scam I want you to help me please.
Regards Henry B***"
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1 year ago
Thank you, henrybehr, for getting back to us. Do I understand correctly that you lost the password to your previous account and instead of password recovery you registered a new account? Could you please advise if you profited from any promotional offers on any of those accounts? What was the gap between creating both accounts and were your recent winnings accumulated with an active bonus, please?
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1 year ago
Translation
I could have everything set to zero and then continue playing. What I see as cheating.. I got lucky once and now this. I just want justice.. I didn't cheat anyone, I gambled a lot of money and win some and then they accuse me of cheating and I get banned. Where has the justice gone? I deposited a lot of money through this account and I'm winning and now this. I have not cheated anyone else nor had any intentions. I played there because I wanted to win what I had and then something like that. Please help me!
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1 year ago
Translation
Correct, I no longer had the password. And then I registered again with another email from me. And played about it all the time where I lost and won in the end. Where I wanted to let it pay out started this madness. the casino said I could reset everything and then continue playing. What I see as cheating.. I got lucky once and now this. I just want justice.. I didn't cheat anyone, I gambled a lot of money and win some and then they accuse me of cheating and I get banned. Where has the justice gone? I deposited a lot of money through this account and I'm winning and now this. I have not cheated anyone else nor had any intentions. I played there because I wanted to win what I had and then something like that. Please help me!
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1 year ago
Hello henrybehr
Happy to inform, your account has been unblocked.
Congratulations on your win!
Kind regards
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1 year ago
Translation
Hello Guru, thank you from the bottom of my heart. Got my verification right away. I immediately requested the payment. If that works, I'll be overjoyed and can fulfill a small wish in my illness. Please keep it up. I'll get in touch when I've received the money, so I'd have to go through the insurance faster now.
Kind regards
Henry
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1 year ago
Great news. henrybehr, could you please confirm once you receive your withdrawal?
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