The player from Germany was blocked from withdrawing his money from the casino and was not receiving any funds. The issue arose from the player having previously self-excluded himself from ICE Casino, resulting in his original account being permanently closed. When he registered again under a different name and email, the system did not recognize the connection to the blocked account until identity verification was attempted. Consequently, the player's new account was flagged and closed, and he was unable to retrieve his winnings or receive a refund. The complaint was rejected due to these circumstances.
IceCasino - Player's account has been blocked.
Amount: €2,000
IceCasino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I am blocked and not receiving my money.
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1 month ago
Dear Kwleon,
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 clarify your situation.
Could you please confirm if you passed the full KYC verification?
Have you made any successful withdrawals from this casino before?
Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot here.
Also, kindly forward me the email you received from the casino after your account was blocked at 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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1 month ago
Translation
Hello, I have passed the KYC verification. The winnings are without bonus. So they are real money. I have not received any payouts yet.
I had an account at ICE Casino a long time ago. But I had myself permanently blocked through self-exclusion.
Now I have registered again and ICE Casino should have been able to see that (email, home address and name were already there). That's the case with every app.
You had no problem with the deposits. But now that I have winnings, you just block me.
This is not okay!
Best regards
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1 month ago
Translation
Hello and thanks for the information.
A very long time ago I was registered with ICE Casino. I then had the account permanently blocked and deleted! So it was clear to me that this account no longer existed. It could have been about 2 years ago.
Now I have registered again. In the meantime my name has changed from Frank K**** to Frank K***** Z*****mann because of my marriage and so has my email address. Kw****@web.de has long since ceased to exist. My place of residence and of course my age have remained the same. On all other platforms (VulcanVegas, Wunderino etc.) it would have been noticed during registration that the data matched and I would have received the message that an account already existed! That was not the case. ICE Casino wrote to me that their system does not recognise it. But that is not my problem.
For me one thing is clear!
ICE Casino did it on purpose! I could have deposited another €20,000. That's a real mess.
I assumed that the old account no longer existed.
Then ICE Casino should refund my deposits or my winnings. Because the error is not mine!
Best regards
Frank K**** Z*****mann
Edited by a Casino Guru admin
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1 month ago
Dear Kwleon
That would have been correct, if you used the same data for registering, but as you see above - yo uused a different e-mail address and a different personal data.
Kind regards
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1 month ago
Translation
I can't use the same data if it no longer exists! That's not possible. I have had no data since the closure ( ) no longer played with this account. It didn't work anyway.
iCE Casino should have simply informed me when I registered that an account still existed. How was I supposed to know that?
The ICE Casino software seems to have some software gaps, because the address and year of birth have remained the same! Even the name has almost been changed, because Zimmermann is hyphenated.
I have now tried to register again at other casinos and immediately received a message saying that an account with these details already exists.
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1 month ago
Translation
I assume that ICE Casino has an intention behind this. They would have let me deposit a lot more euros...
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1 month ago
Dear Kwleon
Please feel free to register with any of the above e-mail address, and the system will not allow this as well.
Kind regards
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1 month ago
Translation
I don't quite understand what you mean? What happens next?
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1 month ago
Translation
Why am I writing with ICE Casino? I wanted to clarify everything about Guru Casino
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1 month ago
Dear Ice Casino representative,
Thank you for getting in touch and providing a more detailed explanation regarding the player’s issue.
Dear Kwleon,
I would also like to thank you for your emails and the explanations you shared. Unfortunately, I don’t have good news.
Your original account with Ice Casino was permanently closed due to gambling-related issues. Please be aware that in cases like this, the casino system blocks your name, email address, physical address, phone number, and date of birth. This ensures that any attempt to open a new account would result in the system flagging it as blocked. However, if a new account is created using a different email address and name, the system may not initially recognize the link to the blocked account, allowing the new account to be created. Only once you submit identity documents for verification does the system identify you as a self-excluded player, resulting in the second account being closed.
Unfortunately, since you circumvented the casino's self-exclusion by using a new email and a different name, the system was unable to flag you as a blocked user when the new account was created. Given these circumstances, we are unable to assist in retrieving refunds or winnings.
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.
