IceCasino - Player's account has been blocked.

I registered.Pass verification all.

Then I deposit and they block my account. Yes. Being able to withdraw the money that I deposited.

Blocking without being able to withdraw. They keep the money

Dear Gustavo2901,

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. Do I understand correctly that your account was blocked immediately after making a deposit? Did you manage to place any bets?

Do I understand correctly that $60,000 ARS (dispute value) was the remaining balance in your account when the casino blocked it?

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

Yes, it was 40 or 60 thousand pesos, I don't remember well

Thank you for your reply, Gustavo2901. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hi, sorry. I didn't read the first.

He was blocked after trying to withdraw . deposit bet play win and then try to withdraw . After several days I wanted to see what happened with the withdrawal and they had already blocked my account.

Yes, although I remember correctly it was 60 thousand pesos.

Thank you very much for your reply, Gustavo2901. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

No. None. They just blocked. I had only made a deposit play and win and withdraw by the same method. And after requesting the withdrawal, they blocked.

Thank you very much, Gustavo2901, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Gustavo2901,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in resolving this complaint.

Dear IceCasino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Gustavo2901

Can you please let us know the true reason for opening an account at IceCasino?

Your account was blocked due to a suspicion of fraud and violating the AML policy and according to the T&Cs:

"11.4. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked."

Can you also let us know the reason you NEVER wagered your deposits (which resulted in 20% commission at withdrawal)?

Can you please let us know, why immediately after a deposit you were making only 1-4 bets and placed a withdrawal request?

Can you please clarify, why you were depositing via one payment method and withdrawing (always) to a different one?

Thank you!

Dear Gustavo2901,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.