IceCasino - Player's account has been blocked due to third party actions.

I created an account on Ice Casino in 2022, if i remember correctly. I have deposited once in a while but never got any good winnings to withdraw. Last week i won a good amount and wanted to withdraw. Then the problems started. First i could not withdraw with mastercard. Then i tried bank account. Screenshots that they asked for got declined and deleted. Lastly i tried a different bank account and got approved. So everything seemed to be ok. Did not try to withdraw again yet. Tried playing some more and increased my winnings a little bit. And all of a sudden my account got blocked mid-game. Balance was 1100+ euros. They are telling me that there is another account with my name and a deposit made from my card. But i have never registered on any casino sites more than once. And always with same email. I only have one email account. I tried asking for details about this other account and they provided me some and promised to deliver other evidence to my email. They also told me that i can get my account back but they will take away all the money on my account.

After that i started to look into that email they provided that was used to create another account with my name. It was mostly dotted out but the beginning seemed familiar. I searched for it a little and found out that this email belongs to my ex-wifes son. We have been divorced for almost 2 years and i havent had any contact with her son since then. I contacted him today and at first he denied everything. But finally admitted that he indeed created that account when i told him that i knew that this is his email. He admitted that he created some accounts with my name and details, but used his own email. And has used my card details to make deposits on some sites. He told me that he took a picture of my card before divorce to use my card details. And used it only for some casinos. Because he knew i played and might not notice these payments. Since i play on casinos regularly for years now i have not noticed any misplaced payments. Many casinos use same payment providers. And it was a long time ago. All of this happened sometime last year and i had no knowledge of any of the accounts that he had created until my account got blocked and i was noticed about multiple accounts. Also the boy says that he has not been on that account since last year. I have never known about or used that account in any way personally.

Is there any way to get my verified account (that i created) and winnings back since i had no knowledge of the other account and i have never seen or been on that other account?

I hope that someone can help me on this matter. If i would have known about him creating accounts. I would have notified them and let them close that account immediately.

Dear Hyzone,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify which casino account was created first?
• Do I understand correctly you haven't used the alternative bank account for deposits in the casino?
• If there is any correspondence between you and the casino, please forward it to my email at tomas@casino.guru

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,

Tomas

Hi.

Thank you for your fast response.

1. I have no access to either of the accounts, so i really dont remember when exactly was my account created or when the boy created the alternate account. He also does not remember when exactly he created fake accounts with my name.

I hope the casino can provide that information.

2. I personally have never deposited or even logged in to that or any other alternate account. Casino claims that a deposit is made with my card. I havent recieved the info i asked from them yet. And the boy told me he has made some deposits with my card details that he basically stoled, to some fake accounts he created. He did not remember exactly when and what casinos he used. (He took a picture of my card without me knowing)

I had no idea that an alternate account even existed until now.

Roland

Thank you very much, Hyzone, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Hyzone,

I'm Michal, and I have assumed responsibility for your complaint. After reviewing your case, my first and foremost recommendation is to block or suspend your bank card immediately to prevent any potential "financial damages." As you mentioned, another individual has access to your card details. Your case is a tricky one because every person is responsible for not sharing (even unintentionally) their payment method details with a 3rd party.

I will contact the casino to shed more light on this matter.

We would like to invite IceCasino Casino to join the conversation.

Dear IceCasino Casino,

Can you please provide more information, like when the affected accounts were opened, when the last deposit to each account was made, from which location, and when the accounts were accessed, etc.? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello Michal,

I understand that this is a very tricky situation. I only wish i would have known earlier. I have already closed that card and requested a new one due to details exposed.

I am aware that i am responsible for the security of my payment methods. I just never could have guessed that keeping my wallet at home and not hiding it woult get me in a situation like this.

I have yet not recieved any details that the casino promised to deliver to my email. So i personally still dont know any details about this matter.

Roland

Hello everyone

Dear Hyzone

Thank you for your clarifications.

Even though we do have some divergences of thoughts on your issue, we've unblocked your account. You may continue using the account, please bear in mind - this is your responsibility to keep the account/payments secure.

Kind regards

Thank you Icecasino for understanding the situation! And i thank for this situation so i can be more careful and aware in the future. For this to never happen again.

Big thanks for CasinoGuru. To Tomas and Michal for handling this case. I am very grateful.

I now have access to my account and have already recieved my winnings on my bank account.

Thank you all.

Roland

Dear IceCasino Casino,

Thank you for reconsidering your initial decision and for your fair approach.

Dear Hyzone,

I'm glad the situation could be worked out. As mentioned, please make sure no one else has access to your payment details to avoid situations like this in the future.

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru