The player from Greece had faced an issue where his casino account was banned while he had €580 in it. The casino had claimed that the ban was due to the use of third-party data but didn't provide further details. We had concluded that the year of birth in the player's casino account didn't match his ID, violating the casino's Terms and Conditions. As such, we could not assist the player further and his complaint had been rejected.
IceCasino - Player's account has been banned due to alleged third-party data use.
Amount: €580
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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4 months ago
Translation
While I was making a normal deposit at the casino and managed to wager from some free spins, I still had 580 euros in the account when I went to make a withdrawal. They asked me for additional proof, which I provided. However, after waiting for several days, I attempted to log in and found that I was banned. Whenever I contacted them via the casino's live chat, they repeatedly informed me that I was permanently banned and that it couldn't be lifted. When I asked for a reason, they didn't provide a clear answer but said, "As I mentioned before, you provided third party data instead of your own, this is a violation of the site rules.". This was their response. I emailed them again a day later and they reiterated the same thing, as you can see in the photos. After I persisted and sent another email, they stated that perhaps the ban might be lifted but the money I attempted to withdraw might be lost, which makes no sense since I provided all the correct details and should be receiving my money.
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4 months ago
Dear GeorgeBezos,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if the date of birth in your profile is the same as the date of birth on an identity document you provided the casino with?
Have you submitted all your correct personal data when you filled out your casino profile?
Please keep in mind that a casino is eligible to close your account and forfeit any of your balance should you submit any incorrect personal information.
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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4 months ago
Dear GeorgeBezos
Can you please confirm, your date of birth is 21.03.2000.
Thank you in advance!
Warm regards
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4 months ago
Translation
Since I've been banned I can't check the date I declared. However, as shown in my identity card and the other evidence I sent, my date of birth is 21.03.2003. A date of birth that meets all the requirements to open an account at your casino. I have no benefit to declare a different date than the real one, if this happened it is understood that it was a mistake. All my information proves that the account is managed by me and that I do not use third party information (identity and credit card photo next to my face, bank details). The wrong date is something you could have pointed out to me to correct since I had declared it wrong and not to permanently exclude me from the casino thus losing the 580 euros I had in it.
In addition, in the first data check (in the second one you also asked for other evidence) when I was asked for a photo of my police identification (ID) on which my date of birth is printed, you approved it normally, in agreement with those you mention, you should have rejected it
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4 months ago
Dear GeorgeBezos,
according to IceCasino's Terms and Conditions:
4.1. No-one under the age of 18 or the age of legal consent for engaging in the activities included in the services under the laws of any jurisdiction, whichever is higher ("Legally of Age") may use the services under any circumstances and any person not Legally of Age who uses the services will be in breach of the terms of this Terms. The Company reserves the right to request proof of age at any stage to verify that persons not Legally of Age are not using the services. The Company may cancel a person's account and exclude a person from using the services if proof of age is not provided or if the Company suspects that a person using the services is not Legally of Age.
The legal age for gambling in Greece is 23 years. Could that possibly be the reason why you set your birth year as 2000 instead of 2003?
Could you please specify when exactly you opened your account in IceCasino and how many deposits you made?
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4 months ago
Translation
I registered about 2.5 months ago and 1-3 deposits (total about 100€) I mention all these in about because I don't have access to my account to write them exactly, when I went to make a previous withdrawal they asked for my details and I sent it to them normally, as a result of which they also approved the withdrawal (which I canceled in order to play). What you are telling me I don't know if it applies to the date because I can't see it as I said, if I have put the year 2000 it is wrong and obviously without intention because I have no profit from it, however if that is the case they should not have given me accept my ID because it says the normal year (2003). Also take into account that even if I put the year 2000 I would not have any benefit because in the company the age limit is 18 as written in the canons and only in Greek companies it is 21.
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4 months ago
I apologize, but if the year of birth listed in your casino account does not match the year of birth on your ID, you have violated the casino's Terms and Conditions by providing inaccurate personal information. Unfortunately, we are unable to assist you with this matter. My recommendation is to always use your real and accurate personal information when creating a new casino account and making deposits. Regrettably, your complaint will now be rejected. Thank you for utilizing the Casino Guru Complaint Resolution Center. I wish I could offer more assistance.
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