IceCasino - Player's account has been blocked.

Good morning, to tell you that I wanted to withdraw my funds and then I am surprised that it is blocked... Then I contact a casino operator and he tells me that they blocked it because I have several accounts, which amazes me for I don't have other accounts and it doesn't give me any more reason and the only way to unlock the account to continue betting would be if I accept that they cancel all my balance, which seems to me to be an abuse of the casino or a scam, you could say, ps even the money won in the casino was without promotions, it was only with money deposited,... And they asked me to accept canceling my balance that is close to 10,000 soles to be able to unlock and without any proof... Which I think I should see a proof that It will show that I believe a certain account of which I am accused.... I hope your help.

Thank you

Dear Edwinpza,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning, thank you for your response, ps I bought the device I have now in January 2023, it belonged to a relative, even the registered telephone number is registered too... Ps my relative is an active player with several accounts in different casinos, I He started playing this year ps I started getting full casino ads on my cell phone... So I created an account in this casino... To make my withdrawal they asked me for verification documentation such as a bank account, utility bill and identity document ps I sent them, they answered me that a selfie with ID was missing, I sent it and they did not give me an answer... Well, first I requested a withdrawal of 2000 but since they did not approve me... I continued betting and reached the amount of 10000... I requested a new one I withdrew and the next day I wanted to enter it was already blocked ps the money earned was without promotions ps I deactivated the promotions because in order to collect you have to play a lot and the amount is never reached ps I think that promotions are a hoax so play What with real money that I deposited, now the casino tells me that they can unlock my account if I accept the total cancellation of my balance... Which seems unfair to me because they want to remove my balance and unlock the account so that I can continue depositing And they don't even return the deposit only for withdrawal, they make it difficult what they do in their publications, they show that the payment is immediate without so much paperwork... I await your response, thank you for your attention

Thank you for your reply, Edwinpza. Do I understand correctly that the relative played at this casino from the same device before you bought it? Could you please advise when did you create your account?

Good morning, ps maybe I could tell you I don't know exactly ps the previous owner went on a trip abroad and I couldn't tell you if I believe or not...

I created my account this year 2023 in February, I don't know what day exactly. I made a deposit the same day. After a week or more days, I don't know exactly, I made various deposits again... In which I lost and deposited again. I wanted to make a withdrawal and it asked me for documents that I sent... Ps they didn't give me an answer... I played again I lost... I made a deposit again and that's when I managed to recover what I had lost and I earned 10,000 soles.... So I requested a withdrawal of 4000 and the next day the account was already blocked...

Ps I consider that from the first deposit that was after a long time the account should have been blocked ps not wait for me to deposit several times... And what's more, wait until I win to just block the account according to them because it is duplicate... That's taking advantage of the user...

Now that they mention that email, if I know it, my brother uses it... I contacted him and he told me if he had previously created an account in this casino or others... But it's been a while... and he hasn't come back to use it... Well, I told you about my problem... But we are different people...? And that the casino is taking advantage... Because it saw that I had profits...

Hello Edwinpza

Are you guys twins? Since all the personal data fully matches yours.

Thank you for clarifications.

Rgeards

Good afternoon, we are not twins, he is 2 years older than me.... The email bears my name but he uses it ps... .. And if talking with the ps he actually filled out all the data according to my email.... But I do not confirm anything, he did not give any of my documents... Everything can match later I will update the data on the page... Anyone can create with any name... ps with this situation I realize that I have several emails with my name ....he's not the only one but I don't use them.... My brother uses them... And he's an active player, he still didn't have any problems, only when making the withdrawal he sends his data... And his documents.. And your account number.... That's why they ask for the documents... PS I CONSIDER THAT THE CASINO... ICECASINO HAD 1 MONTH TO VERIFY THAT THE ACCOUNT WAS DUPLICATED AS MULTIPLE SAYS AND BLOCK IT BEFORE IT MADE MORE DEPOSIT FOR I MADE SEVERAL DEPOSIT AFTER 1 MONTH... NOW I SHOULD CONSIDER THAT THEY FLOOD YOUR PHONE WITH FULL FALSE ADVERTISING IN WHICH IT TEACHES YOU THE GAME AND THEY MAKE YOU THE INSTANT DEPOSIT TO THE ACCOUNT... IMAGINE AND I HAD DEPOSITED 10 THOUSAND OR 20 THOUSAND THEY GOT IT AND NOW... FOR BEING DUPLICATED JUST BY AN EMAIL OR NAME OR DATE WITHOUT ANY DOCUMENT...I BELIEVE WHAT DOCUMENT SENDS NO EMAILS OR NAMES THERE ARE FULL ONONYMOS..

That is a really nice story, Edwinpza. First of all - why would you let anyone else use your email address? Furthermore, I don't understand why you ship the blame to the casino when you are the one who let someone else use your own email address and all other personal details (if that is even true).

I am sorry, but we cannot support this kind of behavior. So not only did you and your relative created accounts from the same device (the first explanation of multiple accounts), but also you and your brother used two accounts created with the same details (the second explanation of multiple accounts)? I am sure you understand it would be close to impossible to prove that these two accounts were created and used by different people.

If there was, for example, only an IP match and your brother created his account using his own personal details, that would be a completely different story and we would, of course, try to find more information about this case, but under these circumstances, we are not able to proceed further.

Lastly, please explain to your brother he cannot use the personal details of someone else - no, not even his brother's. I am sure he has his own name and date of birth.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.