IceCasino - Player's account and withdrawal is blocked.

Good evening.

I placed a bet on icecasino.

As I lost money, I gave up and tried to withdraw my deposit.

I have the KYC completed and verified. For no apparent reason, they blocked my account and prevented the withdrawal.

Dear karvalho87,

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.

Could you please advise how long ago you registered your account?

Which games you’ve been playing (live casino games, slots, or sports betting)?

Were your winnings accumulated with or without an active bonus, please?

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

Good morning.

I registered the account about 10 days ago.

I no longer remember what game I played, but I started winning but then my money disappeared and I decided to stop. That's why I asked for my deposit to be withdrawn and they closed my account and didn't give me the rest of my deposit back.

I didn't use the bonus that was offered to me.

Thank you, karvalho87, for your reply. I don't require details about specific games; I simply need you to indicate whether you played slots, engaged in live casino games, or placed bets in sports betting.

Good morning. I played DICE

I don't know what kind of game. insert

goodnight. Do you already know why my account was blocked?

Can you please specify the amount of your deposit and the total wagered? Even if you didn't activate any bonus with your last deposit, failure to wager real money in accordance with the casino's terms and conditions may lead to the possible blocking of your account.

I deposited €35 and bet that amount 3 times. As I lost some money, I requested the withdrawal of my deposit and my account was blocked. I didn't accept any bonus

the game I think was like level hunting

Thank you very much, karvalho87, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear karvalho87,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in resolving this complaint.

Dear IceCasino,

Could you state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

thanks. I'm waiting for icecasino's response

Hello

According to our records, the player received the payout at 08.10.2023 12:42:41 (UTC)

Regards

Dear IceCasino,

Which payment method was used to send the funds to the player?

I am looking forward to your response.

Kind regards,

Stefan

Hello Stefan

The player received the money via crypto.

Warm regards

Dear karvalho87,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear karvalho87,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.