IceCasino - Player’s account has been blocked.

So far I have paid without problems, a month ago I was asked for additional verification, after uploading documents on the site, I was informed that my account is verified and I can continue to use what I present on the screen. 2/12 I got a larger payout of 15000pln, today in the end the money came out of the balance so I was sure that everything was fine, but after another login my account was blocked and live chat reported that it closes the account without giving a reason and the payout is revoked. This is how a casino with a perfect reputation works? I want my winnings back because I'm not going to play there anymore.

Dear mrs777,

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. Could you please advise how long ago you registered your account? Do I understand correctly that you received payouts previously and had your account successfully verified? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

Hello. Thx for fast answer

I have verified my account since September 2, several withdrawals (200-3000€) so far have been made without a problem, I play video slots, I often made deposits under the bonus, but this time I played without a bonus, (exchange points , I had quite a lot of them)

Thank you, mrs777, for your reply. Just to make sure, I'd like to establish that you accumulated your winnings from a real money deposit (not from "exchange points"). Could you please confirm it?

i exchanged points to real money and continues play in slots

Thank you very much, mrs777, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello mrs777, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ice Casino to join the conversation and participate in the resolution of this complaint.

Dear Ice Casino,

Can you please provide further information regarding the reason for the player's account having been blocked?

Kind regards,

Adam

Thx Adam

Super with so fast, I wonder what will come up with a representative of Icecasino,

have to you the question whether it violates the rules in this situation :

connects with free internet, (airport, Mc Donald, public places) I see that another person is also logged in, in general, or in ice casino (and vulkan ggbet, verde, the same rules)) is it forbidden to log in from the same IP?

and

As the terms and conditions regarding multikont are not precise and the information from the support is sometimes contradictory, I would like to clarify this here (I received information : login from the same ip is allowed but not recommended) -

1) can two verified accounts log in from the same ip and device to play a previously purchased bonus (the rules prohibit receiving this bonus, moreover, the system does not allow you to add a bonus added from the same ip) example , me and a friend have free spiny, I play mine first, and my buddy logs in and plays his on my phone? Acceptable or not ? If not, what part of the rules says so?

Hello mrs777,

Thank you for your questions.

In our opinion, every multiple account case needs to be assessed individually, as there are many situations that could cause accounts to appear to be linked when perhaps they are not. Also, it needs to be determined what unfair advantage has been gained by the player(s) in question.

Each case can have different factors, and that is why we investigate them as thoroughly as possible to determine if a player has attempted to cheat or take advantage of the casino, or if something else may have happened.

It is therefore hard to give a definite comment on your examples as other factors would need to be taken into consideration. I hope that answers your queries, but should you have any more, please do not hesitate to contact me.

Kind regards,

Adam

Dear mrs777

Would you kindly specify the disputed amount, please?

Thank you in advance!

Kind regards

Hi Icecasino thx for fast answer

you can see on the screen with payments 15000 pln ≈ 3200€

ok i understand

as I wrote at the beginning, the amount came out of the balance, but after blocking the account live chat informed me that it will not reach my usdt address

Dear mrs777

We'd like to confirm, that there were no any manipulations performed with your account balance.

Most likely you simply got confused with the other duplicating accounts of yours (and you have a lot of them), we can see you were attempting to log in 🙂

Please let Adam know if the issue is resolved.

Thank you in advance!

Kind regards

I don't quite understand your answer, which accounts have I logged in to since I verified my account? Do I understand that my money will be paid?

Dear Ice Casino,

Thank you for your responses.

Could I ask you please to provide supporting evidence of the multiple accounts, how they are linked and how/when they have been used? It can be posted here or sent directly to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear mrs777

There is no money at the account mareka***man86@gmail.com

What money should the casino pay you out?

Kind regards

on the screens that I posted, I think you can see the payout of 15000 pln with the status in progress and live chat reported that it will not be realized, I will specially translate his answer to confirm, so I do not know what happened to this amount, casino guru do you confirm what I wrote? Please unlock my account we will check the status or please show the transaction history from my account

Dear Ice Casino,

Please provide supporting evidence of the player's use of multiple accounts and also of their transaction history regarding the player's withdrawal request.

It can be posted here or sent to my e-mail (adam.m@casino.guru).

Kind regards,

Adam

Hello Adam,

The e-mail with the proofs was just sent.

Kind regards

Hello mrs777,

The casino has provided evidence showing that the last time you requested a withdrawal was for the amount of PLN 15000 on 9/12/2022. Later that day, a bonus has been credited to the account, and bets were made with it until the balance was brought down to zero.

Are you stating that this is the withdrawal you have not received?

I have also asked the casino for further information regarding your use of multiple accounts.

Kind regards,

Adam

Dear mrs777,

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.

I received the payment is ok, but I will gladly wait for these proofs regarding the multikont,

account still blocked

Dear mrs777,

Can you please clarify your previous response? are you stating that you have received the withdrawal and there is no outstanding balance on your account?

Kind regards,

Adam

Dear mrs777,

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.

Finances are settled, but if the casino has made the withdrawal, why is it blocking my account?

Ice casino can you explain the matter fully?

Dear mrs777,

I believe the casino has blocked the account due to the aforementioned detection of multiple account usage.

We will wait for the casino to confirm this.

Kind regards,

Adam

Hello Adam

Yes, this is correct, our system detected the same patterns, devices, etc.

And obviously, the fact that the player is requesting the unexisting 15,000 zł - proves this.

Best regards

Thank you Ice Casino.

Dear mrs777,

The casino has blocked your account due to having detected the use of multiple accounts. If you have no outstanding balances or payments due to you, the casino is within its rights to stop offering its services to you at its discretion.

Therefore, I do not believe there is anything more that can be achieved in this case. Do you agree that the matter has now been resolved?

Kind regards,

Adam

ok

Thank you for clarifying the situation, mrs777, 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,

Adam