The player from Japan had his account blocked in January with a tournament prize pending. The casino had not provided a reason for the closure. The player had estimated his winnings to be between €1000 and €1600. After the player had submitted a complaint, the casino confirmed that €600 had been credited to the player's account after the block. The player had initially contested the amount, believing he had won more, but the casino clarified that he had taken the 6th place in the tournament and the payout was correct. The player had confirmed receipt of the winnings and the issue had been resolved successfully.
IceCasino - Player’s account blocked with pending winnings.
Amount: €600
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
My account was blocked suddenly in January of this year.
I asked the reason, but they begged the question.
My balance was zero at the time. However, I was participating in a tournament and won a prize.
So I was supposed to be rewarded.
Currently, I can't see the result. As far as I remember, the amount was €1200, €1600 or €1000.
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7 months ago
Dear ryosyou,
Thank you very much for submitting your complaint. I am sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Has your account been blocked when your balance was zero?
Could you please specify what kind of tournament did you play? Would it be possible to send me the exact link or the name of the tournament?
Kindly forward any relevant communication between you and the casino regarding your account closure to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Hello, ryosyou
yes, we can confirm the amount of 600 eur was credited onto the account after the block. The player may log in and withdraw the winnings.
Kind regards
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7 months ago
Dear IceCasino representative,
thank you very much for your prompt reply.
Dear ryosyou,
do you have any evidence of how much you should have won? We cannot depend solely on your memory, we need solid proof of your winning amount.
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7 months ago
Yes,
The player took the 6th place in the "Netgame" tournament 12.01.2023 - 19.01.2023.
The money was paid out.
Kind regards
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6 months ago
Dear IceCasino representative,
Thank you very much for letting us know.
Dear ryosyou,
could you please confirm that you received your winnings? Please respond if there is anything else we can assist you with, or this complaint may be considered resolved. Thank you in advance.
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6 months ago
I don't have any way of confirming it...
However, I received the money today.
Thank you for your cooperation.
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6 months ago
Thank you for the information that you received the money. Is there anything else I can assist you with or should I consider your issue resolved? Please let me know.
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6 months ago
Dear ryosyou,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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