The player from Germany had his account blocked by the casino due to allegations of multiple accounts despite successfully verifying his account and having won 800 euros. He insists on only having one account since 2021 and requests assistance.
IceCasino - Player's account blocked over false multiple accounts claim.
Amount: €800
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Ladies and Gentlemen
I hereby ask for your help.
I won 800 euros after when I tried to verify my account and uploaded ALL the required documents which were approved, I was supposedly blocked due to multiple accounts.
I do not have and do not even know these emails that were used with my personal data.
This account is the only one of mine and has even existed since 2021.
Since the operator of ICECASINO also operates Vulkanvegas.com, Vulkanvegas.com can even be used to check that I have had a verified account there with the same email since 2020, which I use more than regularly.
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9 months ago
Hello liam31072015,
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 since when exactly is your account verified? Is anybody else from your household plays in the same casino? Did you have any remaining real money balance on your casino account when it got blocked? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
I uploaded the documents successfully, at least, it was then unchecked for another 1 day and then blocked.
No, I live alone with my little son, so it's actually impossible for anyone else to play.
Yes, 800 euros that I wanted to pay out, I was offered to book out the money then I could continue playing, and I still get bonus offers by mail, I find it a bit cheeky to be honest.
Yesterday in support it was about the blocking and reasons, I told the gentleman several times that I neither know the email addresses nor who owns these accounts in my name.
Also at Vulkanvegas.com, which are from the same operator, I have had a verified account with the same mail since 2020, where payments are made and paid in regularly
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9 months ago
Dear liam31072015
Sorry you've faced issues.
Can you please list all the devices that you play at Icecasino with?
Thank you for cooperation!
Kind regards
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9 months ago
Translation
Yes, mostly my cell phone, maybe also my old cell phone, but I'm not sure if I played with it at ICECASINO because I've mostly played at Vulkanvegas.com so far.
But other than that, I don't use any devices to play except for my cell phone and possibly my laptop, but I tend to rule out that I was at ICECASINO with it
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9 months ago
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Problems can arise anytime, anywhere. I would be happy if we could find a solution to this problem, since A. My son's birthday is on July 31st and I really enjoy playing at Vulkan Vegas, I also liked the ICECASINO, so I would find it a shame if I closed these casinos because of this avoid
So far my experience has been smooth and good.
I know some *family and acquaintances/friends* who play, but not from my household and I don't know why anyone should play with my data.
These rules are nothing new, I wouldn't deposit if I knew I was registered twice, unfortunately you can see the problems that lead to.
My Google account is linked to many social networks if that could have something to do with it, otherwise I can't explain it at the moment.
I thank you in advance for the feedback
Edited
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9 months ago
Translation
I was told by ICECASINO support that I could send a complaint to complains@vulkanvegas.com.
I told them the same thing about ICECASINO and the answer came
Dear Players,
We provide service in English at the moment. Sorry for the inconvenience.
Now you are writing to us from the account ID 14192156 (liam.3107****@gmail.com).
Write down all the email addresses or phone numbers that you specified when registering other accounts on VulkanVegas.
I also remind you that according to paragraph 5.5. of the Rules, it is prohibited to create other accounts.
In case of any additional questions, you can always email us or contact us via online chat
Best regards
I can translate it but what is that supposed to tell me, I recognized an account at Vulkanvegas.com and ICECASINO both with the same email as well as correctly
(liam.3107****@gmail.com)
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9 months ago
Dear IceCasino,
Could you please fully clarify the situation with the player regarding her account/s?
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9 months ago
Hello,
The player has at least 3 more accounts at IceCasino:
1) liam.310***015@gmail.com
2) liam.310**015@gmx.de
3) tinn**liam509@gmail.com
All have the same personal data, all used bonuses.
Kind regards
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9 months ago
Translation
liam.31****5@gmail.com is mine too that is correct.
I still don't know the other two email addresses.
I've also tried gmx.de and have no access to these mails!
Anyone can use personal data, do you only need their name and date of birth? But even the mails are unknown to me
Edited by a Casino Guru admin
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9 months ago
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It's really a shame that you have to wait ages for a reasonable answer from the casino.
I've heard the answer above before, which is why I turned here.
And at least 3 more are not correct. The first one with the mail liam.310***015@gmail.com is the affected one with the credit that was blocked.
And the other two are personally unknown to me
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9 months ago
Dear IceCasino,
Where all those accounts logged into the casino from the same location?
Also dear liam31072015,
Why would anybody use your personal information to register into the casino? Anybody else from your household uses the same casino?
Please understand that it is basically impossible to prove that those accounts were not created by you if they contain every single of your personal information and even those registration e-mails are similar to each other.
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9 months ago
Dear Nick
We do confirm, the authorization is from the same location - Berlin, Germany
Even the device is the same - Samsung Galaxy S22
Kind regards
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9 months ago
Translation
I'm sorry that the answer has only just come
It was my son's birthday
Nick no not that I know of.
I can now say more about the email address tin******509@gmail.com.
This is the Google account on my 8-year-old son's cell phone, this is what dad set it up for, I didn't know that, my son has the same cell phone as me.
But I doubt that my son has registered with it.
Email and mobile phones haven’t been around for long either, so why should I create a new account and then log into the old account from 2021 and deposit.
At least I can't remember that I registered twice with it.
I actually always use the usual liam.31******@gmail.com for something like that.
I still don't know the GMX email address, and I don't have access to it either
My brother and partner also play online. But like I said, I don't even know the email
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9 months ago
Translation
Especially since the old account has not been used to date, so I would not have had any advantages in paying into the old one if I had created a new one.
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9 months ago
Hello liam31072015,
Unfortunately we can't consider 3 accounts used from the same location and device as coincidence. Even if there would be 2 only, all used bonuses which is strictly prohibited in almost every single online casino.
Please always create only 1 account in any online casino you play to prevent such issues in the future. We will be now forced to close the complaint as you breached the casino terms.
Wish you best luck in the future.
Regards,
Nick
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