HomeComplaintsIceCasino - Player's account has been closed.

IceCasino - Player's account has been closed.

Amount: €6,500

IceCasino
Safety Index:Very high
Submitted: 09 Feb 2022 | Resolved : 02 Mar 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany has been blocked after providing documents to verify his identity. The issue was eventually successfully resolved.

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2 years ago
Translation

Bubume3 ⁰


Hello everyone,

I would like my current case

Sign up and have it checked if possible.

Unfortunately, in recent years I have

no game of luck, no matter which casino I deposited at,

One year loss of 90%.

This time it's on my first deposit of €15 at ICE Casino

went a little better

First I wanted my profit from a few

Withdraw hundred euros (declined) all I should verify

despite bank transfer,

I gambled a bit and won €900, which I applied for a payout again, (rejected) had uploaded everything to verify so far, wrote an email whether anything else was needed, the next day I got an email that my selfi was still missing. After everything was accepted, I played a little more and won €10,000. Realizing that it was only after €2,500 was gone again, I decided to activate a daily play limit. And requested a withdrawal. When I then wanted to check the transaction on day 3, I was blocked for my account. No message received, only bonus offers came via email. I tried for hours to reach someone from support, wrote emails, no answer, with a lot of persistence finally support, who called me a rule violation 5.5 to 5.5.3 AGB as an excuse. To be honest, I still don't know what that means. There are still €6,500 outstanding, my deposit has been made

accepted , my profile details were all correct, I received a payment confirmation, and just a registration email to confirm. How u why should

I have multiple accounts. How is that supposed to work?

I would like to ask you for advice

Automatic translation:
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2 years ago

Dear bubume3, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."

It seems, that the casino accused you of creating duplicate accounts. Are you aware of creating more than one account at this casino? If not, is there any chance, that someone from your household or using the same IP address has created an account at this casino too?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

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2 years ago
Translation

11/02/22

Hello everyone,

I would like to clarify in advance

that such a situation and accusation

in all my playing time, never happened

I am not aware of any other negative entries either.

It was never my intention, for whatever reason, to have duplicate accounts

open up that I use a hotspot with my friends or they with me, I cannot and will not deny that. That's part of my everyday life. But that I mean data

Passing on thoughtlessly 'No I didn't and I won't.

Since that incident, I've been to casinos

In which I move, requested in order to prevent such extreme depressing inconveniences in the future.

Answer: No more accounts.

I got the first message today.

See attachement;

My question regarding the writing,


How long have these double accounts existed?

run on my dates

since when are they active

If deposits or withdrawals were made,

Is it quite possible that there is a side

months not active, old email address

Could be from me, to which I no longer have access ??


Sequel follows,


Ps Such an Ice cold experience,

I wish nobody


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2 years ago
Translation

The ICE casino pulls me, ICE coldly over the table, I knew that in a casino I was going to gamble and not win, but that it starts with the choice of a casino, I'm only realizing it now. Do casinos have no terms and conditions that they follow

Has honesty forfeited the right to be right if that's the cause why

Such dubious casios get richer,

The ICE Casino has me as a new customer

10,000 km, taken high and with neither, a parachute nor a word

kicked off the board .


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2 years ago

Thank you for your reply, bubume3. Could you please clarify if you have passed the verification? Have you accumulated your winnings with or without an active bonus?

When you play together with your friend, do you both use your own device?

Also, I apologize, but I would like to kindly ask you to only provide information that has been required. It is slowing down the complaint resolving process when we have to go through a lot of text that is not directly related to the complaint. Your cooperation in this matter is highly appreciated. 

Edited by a Casino Guru admin
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2 years ago
Translation

Hello everyone,

Wanted to let you know that I have an ID, the only one I had access to.

I've also compared all the known ones that come into question, none that fits the one. Now I'm wondering where it should come from, I see it as fraud and embezzlement. The casino seems to be using means that are not legal

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2 years ago

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

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2 years ago
Translation

Hello everyone,

I have all the answers by email so far

sent to kristina.

I assume your questions got through there

are answered more precisely.

I await an answer from Ice Casino

at the beginning of next week,,

As for the profit subject, whether relevant

I do not know,,

Because of the single deposit bonus,

because i ever claimed at ice casino i received 20 free spins,

that I have used

From the bonus free spins, I received about 20 €,

From these 20 € I earned over 3 days the

total profit .

The game experience was really good.

Ice casino was recommended to me by a friend

from the point of view of my gaming experience,

I can only recommend it

As for the rest, it throws a fat one

shadow over the complete positive,


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2 years ago
Translation

hello kristina,


I have me again today

on ice casino support

wanted,

I have the entertainment for you

sent as an attachment.


The email address does not belong to me

neither I nor my friends know them

I don't know yet, evasive reason

The casino associates this with me,,


From my cell phone

became this duplicate account

not created,


my conscience tells me

this is a mistake by the casino

there was and is no double account.


According to the casino that was imputed to me

double account created

after i get the profit on my

player account had

three days after my deposit,

and during my verification ,

Due to my application for a

Payout that was still in progress.


For me it is relevant


what are your experiences

Who is in this case in the proof

Duty,,??


And how can something like this happen,,

Technical error or human??


At least now I know for sure

and that under oath

That the mistake on the part of the casino

has taken place

and the accusation against me

are unfounded.


Automatic translation:
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2 years ago

Thank you very much bubume3 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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2 years ago

Hi bubume3,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite IceCasino to the conversation to participate in the resolution of this complaint.

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2 years ago

Hello, bubume3


Sorry you've faced issues.

Since you've accumulated the winnings from the no-deposit bonus solely, hope you would not mind if we ask you several questions:


1) Have you deposited from your own bank account?

2) Has anyone else out of your surrounding used your phone for registration/gameplay/opting in for bonuses?

3) Does this email seem to be familiar to you - aid**m747@gmail.com?


Thank you so much in advance! Looking forward to hearing from you!


Best regards

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2 years ago
Translation

Hi there,

1.yes from my account.

2. If only one, u that was weeks before my registration, not sure.

I don't know about the bonus

3.no This email address is completely unknown to us.

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2 years ago
Translation

Hello everyone ,


After repeated requests,

1-3 days processing.


again for enlightenment


yes i have of my own

account deposited.


No, during this period nobody had

Access to my cellphone,ID or IP/+

request provider,


It doesn't even say my name,

no we don't know

and has nothing to do with me.


With my dates??

I am waiting for an answer .


1000 questions in your head


Fair play

Automatic translation:
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2 years ago
Translation

Hello everyone,

I want to let you know

that the fall begins

not only to become more confusing,

it leaves me speechless

I suppose ,

that too casino guru

this does not escape.


Automatic translation:
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2 years ago
Translation

Regarding the one I chose

bonus,,

I had a welcome bonus

Connected ,with a deposit

From €10.

I deposited €15.


Thanks

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2 years ago
Translation

Since no one during this period

was on my phone and me

also can not understand

why the ice casino accused me, is it also impossible for my people to claim the bonus twice

took.


Automatic translation:
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2 years ago

Dear bubume3


The reason we are asking these questions is that we can clearly see that the account owner named Ai*el Moha*ed is using your phone. We will need extra time for further investigation of the reason, why you are not telling the truth completely.


Thank you for your patience.


Kind regards

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2 years ago

Dear Ice Casino,

Let's set some time frame for the investigation, say another 7 days. Hopefully, you will be able to finish the investigation and provide some results by then.

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2 years ago
Translation

Hello icecasino,

Thank you for taking the time

For this case again

have taken, thank you very much.


I don't understand

what the question, because of the bonus

has to do with what is being said to me

Wrong and without solid evidence

not only accused but also

has banned from player account ,to which

me the entire profit so far

contain does.

But I guess I don't need that either.

It's been 4 weeks now

without considering them

to show me the evidence that corroborates your allegations.

Since they don't exist, the next few days will also have nothing to do with this fact

to change .

For these reasons, I would

greatly appreciate should the investigation

to clarify this misunderstanding,

no longer be drawn out,

If the amount I am applying for is up to

to my account at the end of this week

Being transferred would only be fair, for which such a gesture would only be fair.


I wish you a healthy and stress-free day.


Automatic translation:
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2 years ago

Dear bubume3


I am happy to inform your account is now unlocked and you may proceed with playing/withdrawal.


Thank you for your patience!


Kind regards

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2 years ago

Thank you Ice Casino team for the information and help.

Dear bubume3,

Can you confirm that your account is active again?

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2 years ago
Translation

Yes, my account is active again,

I thank you.

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2 years ago

Thank you bubume3, that is good news. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

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