IceCasino - Player's account blocked after attempted withdrawal.

hello, I was cheated by the casino, I gave 150,000 NOK to withdraw, and then my account was blocked and I can't even enter the history, the account verification was positive, after that, I was blocked for everything, they took all the money from my account without any problem, when I withdrawn my funds, I found it blocked and the money is gone

Dear mariusztatra,

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

Hello, I have had an account for about a year, I have been playing on the Sweetbonza game and the funds were collected without any bonuses and with my own money.

Dear mariusztatra

Can you kindly let us know who the account eko.**my@wp.pl belongs to?

The reason we are asking is that it is registered under your personal details, as well as the same device (iPhone) is used, there is deposit/gameplay activity as well as bonus grating.

Thank you for cooperation!

Warm regards

my account was verified positive and I went through the entire Kyc process correctly with confirmation from you from the website, after complete verification, I paid my funds, upon verification there was no problem that my account was a duplicate

you charged every amount from my cards without any problems, there was no information from you that there were any discrepancies, only the amounts were charged and I repeat, the verification was positive, which is checked by your casino

Dear mariusztatra,

Could you please clarify who is the owner of the abovementioned casino account (eko.**my@wp.pl)? Thank you in advance.

hello, the account you are asking about, yes, it was mine, but it was an account from which the casino took money without any problem and this account was in PLN and I repeat, my main account that I had in this casino was checked and verification by the casino was positive, it was checked if the casino claims that were there any other accounts, why wasn't my account blocked during verification only when I applied for my money and why, if the casino believed that the account was a duplicate, were money taken from it? as they thought it was a duplicate and there were no objections there is no mention in the casino's regulations that after positive verification of the account, the account will be blocked or the funds will be blocked, I repeat, the casino took the money in PLN and claims that it is a duplicate, so why did it do it?

I repeat, my account, which was blocked, was checked and verified and passed all positive verification, so it is checked whether there are any duplicate accounts? if they claim that some accounts were duplicates on my part, why was money taken from my cards and it was not detected earlier only when my money in my account was to be withdrawn, the casino, when verifying my account, verified that my account is ok and I can withdraw whatever amount I want and deposit, so if the verification was positive, they cannot block the funds on my account, it is not in their regulations, it is in the regulations that if the account is verified and it is positive, all funds are paid out and my verification is confirmed by the casino

• If both accounts are under your ownership, could you please explain the reason behind opening the second account?
• Were both accounts active simultaneously?
• Did you discuss the possibility of opening an additional account with the casino before proceeding to do so?

Thank you.

I had this account when I lived in Poland and I used it, and I opened the blocked account in Norway when I moved

?

I understand. Does that imply that both accounts were not active simultaneously? Have you claimed any Welcome bonus on your second account? Thank you.

Hello, I did not receive any welcome bonus on my Polish account and they were not active at the same time

I acknowledge your perspective. Despite appearing to be an unintentional mistake from your side, it's important to note that you violated a fundamental rule of online casinos, which stipulates that each player is allowed to open only one account. Kindly review the terms and conditions of IceCasino [here] for reference.

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".

While we genuinely want to assist you, it becomes challenging when a duplicate account is knowingly opened.

• Can you please inform us about the last time you used your previous account?
• What prompted you to create a new account upon moving to Norway?
• Did you explore the possibility of reactivating your previous account with the casino before opting to create a new one?

Thank you

I don't use the second account, I only use the account that was blocked, which prompted me to create a new account because I wanted the account to be in Norwegian kroner because I earn money in that currency.

Does it mean that you never played on your previous account?

I didn't play with any bonuses, my main account was played

I'm curious to know if you have ever engaged in gameplay on your "Polish" account, whether you utilized it in the past to make bets, or if you simply opened the account without engaging in any actual play.

Hello, I am not using the Polish account, only the one that was blocked and the winnings were taken away

I understand that you are not using the Polish account anymore, but could you advise if you ever placed bets on that account in the past?

I don't use my Polish account, only the one that has been blocked

I'm uncertain if there's a language barrier or if I'm not phrasing my question correctly.

Have you used your Polish account to play before?

I have used it, but I repeat it again and again in the casino regulations it is clearly written that accounts that have been verified correctly do not have the right to block funds on the player's account.

Perfect. Thank you for the clarification. You already stated that you didn't activate any Welcome bonus on your Polish account. Could you please advise if you redeemed any Welcome bonus on your blocked (Norwegian) account?

Hello, I don't think I remember it because it was a long time ago. What are the chances of getting the money back?

Thank you very much, mariusztatra, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Ok

Hello mariusztatra,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Matej,

Around 1 month ago the casino provided the explanation, the player confirmed:

"Can you kindly let us know who the account eko.**my@wp.pl belongs to?

The reason we are asking is that it is registered under your personal details, as well as the same device (iPhone) is used, there is deposit/gameplay activity as well as bonus grating."

Hope this clarifies a bit.

Best regards

hello, the account that they write belonged to me, but I wrote many times that the casino took money from my cards in this account without any problem and the amounts were not small when I wanted to withdraw my money from my account, the casino blocked my funds after they found out that my account was dubilkat and I would just like to say that the account passed positive verification from the casino, but the amount was probably too much and they decided that they would do an additional verification so as not to withdraw the money, there is no information in the casino's regulations that after account verification there are additional verifications and looking for a reason for not paying the amount which I am owed, but when the casino took money from my account and cards, they did not need any verification, they were only collected without any problem, so let the casino give me back my amount that was in my account of 150,000 crowns and not hide behind the regulations which are unacceptable because it works only towards the casino and not both ways, let the casino show that the regulations state that the account is additionally checked after verification and that if it claims that there was a duplicate, why did the casino take money and it was not, the account was blocked

this is a stupid explanation of the casino that took my 150,000 crowns and they defend themselves by saying that there were some duplicate accounts from which the casino took the money without any problem, then the casino did not need any verification, I said I wanted to reach an agreement with the casino so that they would give me the money back, and every time I was rejected. and ending the conversation is considered fair, the casino should come up with some solution and come to an agreement, not forbid me and block all my money without having any rights to it

Dear ICE Casino representative,

Can you provide evidence that bonuses were used on both accounts? (matej@casino.guru)

We understand the situation with mariusztatra and evaluate each case independently. The crucial point here is whether mariusztatra gained an advantage when opening another account.

Hello Matej,

The requested evidence was just provided onto your e-mail.

Kind regards

the amount that was blocked was blocked on my account in the amount of NOK NOT PLN SO WHAT BENEFITS DID I HAVE FROM THE PLN ACCOUNT WAS THE WINNING ON THE ACCOUNT IN NOK SO?

Dear mariusztatra,

The casino representative has provided evidence which clearly shows that you have been benefiting from the same bonuses on both accounts, giving you an unfair advantage. Unfortunately, we believe the casino is justified in this case. Please consult with the casino before making any changes to your account. I believe that if you contacted the casino, the support team would be able to assist you in changing the currency.

Maciej didn't give me any advantage, the win was fair and the casino cheated me, it took the amounts from my cards without any problem, if you can't do anything about it, make the casino give me back my honest money, I'm reporting the casino to revoke the casino's license for the fraud it did against me. it was my honest money and I was cheated, the casino took money from the cards without a problem and now it tells me that I had some benefits from some bonuses, I didn't have any and I earned money honestly and I will try to have the casino deprived of its license to operate an online casino

I am not alone who was cheated by this casino, there are many more people who contacted me and were similarly cheated and had their funds taken away, so if the casino cannot give me my money back honestly, a group of people will try to make sure that the casino loses all rights to run an online casino

Dear mariusztatra,

It is forbidden to create multiple accounts in any casino. By doing so, you have gained an unfair advantage by claiming the same bonuses on both accounts. Some of these bonuses are intended solely for new players, which is why the casino only allows new players to claim them. If you had played without the bonuses, we would be on your side. However, the casino representative has proven that you gained this unfair advantage, and we believe that the casino is justified in this case.

Example: If your government were providing an inflation bonus, with one payment per person, and you claimed the bonus in both the city where you live and the city where you work. Wouldn't that be considered cheating?

This is how we view the issue with your two accounts. You claimed bonuses to which you were not entitled.

and the casino was honest by taking money from both accounts and bringing it back to the casino and there was no problem?

let the casino prove that I had benefits from an account with PLN, I had no benefits and the money was taken from my account without any reservations, so explain to me why the casino took money from my accounts if it is not in accordance with the regulations?

Dear mariusztatra,

The ICE casino representative has already provided me with evidence that you were using the same bonuses on both of your accounts.

The issue here is that without bonuses, everything should be different. That's why the casino does not refund money when they find that someone has multiple accounts.

Casinos also do not check for duplicate accounts during the registration process because it is not easy and it costs something. This procedure is done by the casinos when someone wants to withdraw money, as they need to check significantly fewer players. Therefore, the responsibility for multi-accounting lies with the players.

We believe that there are cases similar to yours where another account was created in good faith. However, the breaking point is the bonuses. If a player uses the bonuses on both accounts, they gain an advantage and in such cases, the casino has the right to close the account.

I am sorry, I understand that your intentions were not bad, but it would be unfair if the casino allowed you to keep the winnings.

Maciej, what are the costs? to do the correct verification? is this a lie, the casino takes money from all accounts without any problem and does not do any verification? because it is an advantage for the casino, please present that I had benefits here on the forum website by using these bonuses because I know it is not true, please provide any evidence that the casino kept my money, I legally allow it. so are you saying, Maciej, that the casino can withdraw your money from any account without a problem, and that people who want their winnings are verified by the casino and the money is blocked? is this honesty? and respect for people

It would be great if all checks could be completed during the registration process in the future. My vision is to request all necessary documents from the player upon registration, determine the monthly/weekly spending limit, and automatically set limits based on their country. It would also be possible to adjust these limits based on, for instance, salary information. However, this is the future I envision for this industry, and for now, we must work with what we have.

In today's world, it's effortless to create numerous accounts in a short time, and many individuals do so to take advantage of free bonuses. If casinos implement thorough checks during the registration process, it will significantly lengthen the process, potentially putting those casinos at a competitive disadvantage. It is more cost-effective to check accounts during the withdrawal process because the number of accounts that need to be verified is significantly lower.

Now, regarding your situation: By creating another account and claiming the same bonuses as the first account, you have committed fraud. In such a case, the casino has the right to confiscate your winnings. I understand that this was not intentional.

Let me provide an example: Consider a store where you can purchase items at a discount, but there's a restriction of one discounted item per person. Additionally, the store organizes a lottery for loyal customers, selecting one lucky customer to receive a prize. Now, imagine if they discovered that the selected customer had breached the one-item-per-client rule by creating multiple accounts. Should the client be awarded the lottery prize or disqualified for creating multiple accounts?

Hello Maciej, I understand, but I want to get my money back, there is no reason for the casino to keep my money, I said let the casino show that I had additional benefits from using the bonuses, I said let the casino show that this was the case and that the verification is done at a later date, there is no this is discussed in the casino rules, so the amount that was blocked should be given back to me and legitimate casinos should be updated

Dear ICE casino representatives,

After discussing this matter internally, we are of the opinion that mariusztatra had no chance of winning anything from the moment he created his second account. Therefore, we believe that his deposits should be refunded. His intention was not to exploit the casino, but simply to play using a different currency.

Hello Maciej, exactly as you wrote, there are no grounds to freeze my money

Hello

Just a couple of questions:

1) Did the player request the permission to create a new account with the new currency? If yes, does the player have a confirmation from support, that the administration allowed this?

2) Did the player use the same bonuses on both accounts? (E.g. "3 WoF + 50 fs in Fairytale Beautie" bonus, "55 fs in Wild Beach Party" bonus, "Reload bonus", "100 fs in Unlimited Treasures" bonus and others?

Regards

what does one have to do with the other? has nothing in common

Maciej seems to have provided strong evidence that the money should be returned to me by your casino

Hello Maciej, as you wrote, I had no benefits for winning, and apart from that there were 2 accounts with 2 different email addresses and different currencies, it was not a fraud in any way and the bonuses that were sent by the casino to my email address, so there was no basis for it. blocking my account and you are absolutely right about this matter and the funds should be returned in full to my account and as the casino wrote, I did not need any confirmation to open the account because it was in a different currency and a different e-mail

Dear ICE casino representative and mariusztatra,

We strive to assess cases like this independently, recognizing the importance of players not creating multiple accounts. However, we differentiate between a player creating additional accounts solely to leverage bonuses and doing so for legitimate reasons, such as in the case of mariusztatra.

In this instance, we believe that mariusztatra created a second account due to relocating to another country, unaware that it was prohibited, and without seeking support.

We are confident that he now understands the error of his actions. Importantly, the second account was created without malicious intent and in good faith.

Our reasoning is as follows:

If both accounts were used simultaneously, the casino actions are justified.

If the first account was abandoned and a second account was created with no activity in the first, this case should be considered independently.

Given that the casino incurs expenses for each bonus, it is unfair for mariusztatra to benefit from the same bonuses on both accounts.

If the winnings are from same bonus claimed before in the PLN account, the casino is within its rights to withhold payment.

Should the winnings stem from real money, the casino should pay the winnings minus the expenses on bonuses claimed a second time.

If the winnings are from a bonus claimed only once in a NOK account, it would be nice to find a compromise.

Now, imagine the idea that mariusztatra would be playing in the casino for 10 years and depositing a total amount of €1 million. Would it be fair to mariusztatra to spend such a large sum of money with a 0% chance of winning anything?

Hello Maciej, you are absolutely right, but the amount that the casino did not pay me did not come from any bonus, but from real money with which I obtained these funds and winnings in the game without any bonuses, or cheating the casino in any way, I was just lucky and I managed to play on the game I was playing to win this amount

And you're right, I left very large sums of money in the casino and I lost a lot of money and I don't have any complaints about it, but if I won honestly, I want my money back because I deserve it and I wasn't looking for any fraud in the casino.

the money I won with my ex was from real money, not from bonuses, so as you say, Maciej, the money should be paid to me

Hello

We need more time to investigate, since the player was taking a clear advantage of using the same bonus offerers, that are meant for a single user only, which clearly breaches the T&Cs of the Casino.

Regards

Hello, why does the casino keep extending the payout time and looking for further explanations? The application has been submitted for over 2 months and it still needs time?

Dear ICE casino representative,

Have there been any developments in the investigation?

Hello, mariusztatra

Here is a deal:

We are ready to grand your winnings, but with the minus of the bonus amount that was received at a duplicate account (4 971 PLN), minus admin fee of 10% from bonus amount (497 PLN).

Please let us know if you agree to the terms.

Kind regards

so PLN 4,971 and PLN 497 will be deducted from 150,000 crowns and the rest will remain paid to me? if that happens and thank you very much

Hello mariusztatra

Yes, this is correct. Do you give your confirmation to the terms above? Should we proceed?

Regards

I confirm and accept the conditions

Hi,

All done. You may continue using the services.

And yes, this is only because of CasinoGuru 🙂

Kind regards

Dear mariusztatra

Are you sure you want to withdraw with the commission? You only have 504.02 NOK previously non-wagered.

Regards

Hello, I will spend up to 500 crowns. Thank you for your comments

Dear mariusztatra

Kind reminder - you are to cancel all the withdrawal requests first, wager the mentioned above balance, and then create the requests again.

Warm regards

Ok now I’m withdrawing ?

Now it’s ok thx

Could I ask the casino to withdraw my funds at least half and thank you for solving my problem, you are a good casino

Dear ICE casino representative,

Thank you for approaching this complaint from a different perspective. I hope that Mariusztatra will remain a happy and loyal customer for a long time.

Dear Mariusztatra,

Please inform me when everything will be resolved and we can close the case.

the funds will be in my account, I will write information, thank you for your help and thank you that the casino considered my case positively

Dear mariusztatra,

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 close the complaint.

Unfortunately, we did not hear back from mariusztatra. However, based on the progression of the complaint, we assume it has been resolved.

The player has the option to reopen the complaint at any time.