The player from Germany has been blocked after providing documents to verify his identity. The issue was eventually successfully resolved.
IceCasino - Player's account has been closed.
Amount: €6,500
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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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
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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or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand."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.
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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.
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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
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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.
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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.
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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.
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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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