IceCasino - Player has been accused of opening multiple accounts.

They blocked my account because they tell me that I broke the rules when I didn't, they say that I duplicated my account, and they don't show me proof of what they tell me! they don't give me back the money,

The only thing I did was recommend the casino to my sister and boyfriend,

We connect from the same Wi-Fi and perhaps they think that the account is duplicated there, but it is not so!

Dear ezequielrojo1905,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your friends share any of the following: household or email address, telephone number, same payment method, IP, or device? Have you, or your friends, activated any promotional offers when depositing funds?

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 

The only thing we share is the Wi-Fi, the address is downstairs from my house, they live on the ground floor and I live on the top floor.

I would like to recover the account, because the only thing I did was recommend the casino

Dear ezequielrojo1905,

Could you please advise if you accumulated your winnings with or without an active bonus? Have you been advised bout the email addresses of those accounts that are supposedly connected to yours? If there's any relevant communication, please forward it to me at your earliest convenience. Thank you.

I have used bonuses! but I have also played with my money!, and they do not give me information about the emails, they say that due to policy they cannot send them, they only tell me that I broke the rules and they do not give me an explanation, and proof that this is the case, they give me They send for example "you enter the different mail" javiergarcXXX@gmail.com

At the time of withdrawing my money, I had no active bonuses

Thank you very much, ezequielrojo1905, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

thank you so much

Hello ezequielrojo1905,

I'm Michal and I have taken over your complaint. I have reviewed your case and I have some additional questions. When did you open your account at IceCasino roughly? When did the other people in question open their IceCasino accounts? Do you have a casino account at Vulkan Vegas Casino? How did you find and get in touch with the player nicoo.r***o2017@gmail.com? How come the player has very similar issues like you? This situation opens quite a lot of questions.

We would like to invite IceCasino to join the conversation.

Dear IceCasino,

Can you please provide more information regarding the player's canceled withdrawal? Please provide any supporting evidence regarding this player to michal.k@casino.guru

I made the ice casino account the last days of December 2022, vulkan vegas too! I saw an advertisement on the internet and tried the casinos! A week after playing I recommended the casino to my sister and her boyfriend, who made up their minds! and from then on a week later they blocked my account.

and the account that you tell me, the person contacted me by email, later we talked by whatsapp and he told me that he was linked to my account, I was unaware of his existence until the moment he contacted me (this was a week ago), this according to what he told me, he lives in the province of santa fe, argentina, and i am from buenos aires, argentina, there is more than 500km between us, i don't understand why they associate him with me!

I don't understand how ice casino operates, nor the fundamentals it has!

Thank you for the response, ezequielrojo1905.

Dear IceCasino,

Can you please provide more information regarding the player's canceled withdrawal? Please provide any supporting evidence regarding this player to michal.k@casino.guru

Hello Michal,

The information was just sent.

Kind regards

Thank you for your email IceCasino, I have received it successfully.

Dear ezequielrojo1905,

Why do you deposit with one method and withdraw via a different one?

Can you please explain why you request a withdrawal after making only several spins or bets with very little profit and each time you agree with a quite big withdrawal fee?

I use this methodology because I don't like to leave money on virtual platforms, I still don't understand why they ask me this question, if what is being judged is that they accuse me of duplicating accounts, I don't understand what it has to do with it, why if They can verify both the deposit and withdrawal accounts are personal, not from a third party either

Dear ezequielrojo1905,

Can you please clearly answer the above questions?

Because it makes it more comfortable for me to deposit astropay balance to the platform, skrill charges me a lot of commission to deposit, that's why I deposit and withdraw from different wallets

In any case, I insist that they link me to several accounts, and they blocked my user for opening multiple accounts when it is not the case

Dear ezequielrojo1905,

Can you please explain why you request a withdrawal after making only several spins or bets with very little if any profit at all and each time you agree with a quite big withdrawal fee? Does this not leave you at a loss?

I withdraw because I don't like to leave money on the platforms! If I win, I play very well and if I don't, I accept the loss, I understand that if I don't play 3 times what I deposited, they will not discount 20%, I accept it without asking, I understand that this is how commissions are

And I always deposit no more than 320,000 ars,

Besides, every time I speak they told me that I can deposit and withdraw as many times as I want, as long as I understood that as I said in the previous message that they would take 20% from me, if I didn't play 300% of what I deposited, I still don't understand why so many questions, I did not break the rules at any time, they blame me for something I did not do and they are already thinking a lot about me!

Dear ezequielrojo1905,

We have received evidence from IceCasino that you and some other players are engaging in the same or very similar gameplay and player behavior that shows signs of money laundering. Your above replies are still leaving quite a lot of questions which makes us believe the IceCasino decision of canceling your withdrawal and blocking your account is not unfair and is acting according to its terms and conditions as mentioned here:

11.Collusion, cheating, fraud and criminal activity

11.5. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

If you feel you want to take this complaint further you can contact Curacao Gaming authority here (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). 

We are sorry We could not be of more help on this occasion.

Best regards,

Michal