IceCasino - Player's account blocked due to incorrect document.

Hello, I would like to file a complaint against the casino as they have blocked my account and reset my balance to zero, a total of 100 thousand tenge, because I accidentally attached a document not belonging to me during verification (I work with documents and they are stored on my phone, this was an accidental occurrence). I am ready to provide any evidence confirming my identity, but the casino continuously declines despite it being their issue why attached documents cannot be cancelled. After mistakenly attaching the wrong documents, I personally wrote to the operator explaining I had done this accidentally and wanted to change them to my own, but they simply decreased my balance without any allowance for correction.

Hello rrmptx6py8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did the verification process begin? Were there issues only with that one document? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

On September 8, this situation began with the fact that I added documents, wrote to support, said that I accidentally added documents and would like to replace them, in response, the operator said that this was a violation of the rules, I tried to explain that my work related to documents and I accidentally I added them (and even told them about it myself) and I am ready to provide all the documents with evidence. In response, they said we can unblock the account, but we won’t return the funds to the account, the correspondence was not saved since I communicated with them in live chat, there is my email to them, which they ignored

Dear rrmptx6py8

The uploaded documents that do not belong to you is only one of the reasons for blocking your account.

The other one - is having duplicating accounts, e.g.: ivan.199***0707@gmail.com (also active, also took the bonuses)

Hope this clarifies.

Kind regards

This account Ivan.1999.0707@gmail.com was registered after blocking.

Why are you cheating here now? You see the date and time the account was created and the date it was blocked. Compare, it was created after that block

Naturally, after blocking, I have the right to create a new one, you don’t honestly restore winning money and it turns out you just took my money from me

Dear rrmptx6py8

Can you please explain who owns these accounts:

pam**mwin@mail.ru

ser**a_serg_123@mail.ru

idi**a070799@gmail.com

The reason we ask is because your device is used everywhere, as well as the payment method.

Thank you!

They belong to my friends, who can also verify their identity, why from my phone? Because I helped them register on your site

The second account on this list is mine, which you blocked.

Hello rrmptx6py8,

Naturally, it is never the case that once you or the casino blocks your account you can create a new one. You can always have only 1 account in any online casino and creating multiple ones is a breach of terms.

Also you can never use your device to log multiple accounts specially if they are not yours as it is an another breach of terms.

Unfortunately, there is nothing we can do for you as the casino has all the right to ban you and void any winnings.

The complaint will be now rejected due breach of casino terms.

Regards,

Nick