IceCasino - Player has opened multiple accounts.

I won €700 fair and square. They refused to pay out on the basis that o had 2 accounts which i now know is against policy.

I opened 2 accounts as 1 kept freezing. I spoke with an online chat agent and the assured me i could withdraw and mentioned no issue.

They were also happy to take money from both accounts until i won and then they refused to pay.

It was a genuine mistake on my behalf i wasn't trying to be fraudulent. They wouldn't even come to a compromise.

Dear Pamela, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"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". All Duplicate Accounts may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

Have you discussed the issue of a freezing account with the support? Have you been allowed to create more than one account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

As i said i understand i have 2 accounts for the simple reason 1 kept freezing during games and i didnt realise it would be an issue and i wasn't trying to be fraudulent or scam anyone. It was an honest mistake which i admit to but i still think i deserve my winnings as you took the money from both and even when i made communication with an online agent nothing was said about it and i was reassured i could withdraw.

Do I understand correctly that you used both accounts at the same time? Could you please advise if you used any bonuses with both registered accounts?

I used them at separate times but did get some sort of bonus for joining. I think i deposited once on the 1st account that kept freezing and a few times on the second account which was the main account that i won on.

Dear all,

We would like to assist you here and speed up the resolution of the complaint.

The player indeed has two accounts, huge amount of bonuses are used on both, the winning amount is generated from the bonus as well.

Sorry, but this is against the T&Cs of the casino. And the verdict of the Casino is final.

Thank you for understanding.

Yours,

IceCasino

I had to put money to get whatever bonus i had so my winnings were generated from that. You are 100% using me having 2 accounts which i created for good reason as an excuse to pay out.

Your customer service is shocking and you had interest in helping your customers. What is the point in having online agents if they aren't going to be honest or help??

I will letting everyone i can know to steer clear of your site and if i can save at least 1 person wasting money on your site i will be happy.

Complete scam!

I am sorry, 27701687, but you breached one of the main casino rules and you even abused bonuses. Sadly, we are not able to support you further in this case. I can only recommend that you consult the problem with the casino next time you experience technical difficulties instead of creating new accounts.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.