The player from Greece had his account blocked after he requested a withdrawal; the casino claimed he had multiple accounts. The Complaints Team reviewed the case and requested evidence from the casino, which was subsequently provided. The evidence confirmed the casino's claims, leading to the conclusion that the casino acted in compliance with its terms and conditions. As a result, the Complaints Team was unable to assist further in this matter.
IceCasino - Player’s account has been closed due to multiple account allegations.
Amount: €165
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
4 months ago
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5 months ago
Dear tzobo22,
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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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5 months ago
Translation
Good Evening
- It is possible that someone is using the same ip, I don't know.
-My profits came from a deposit which they extort and keep in their hands.
-When I saved a chat so I could bring all of this up, it randomly wouldn't work
Automatic translation:
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5 months ago
Hello everyone,
Thank you both for your replies.
tzobo22, could you please provide an answer to the casino's question?
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5 months ago
Translation
I would like this in writing
I have repeatedly asked you to certify this to me and you have repeatedly refused to do so telling me that the only proof is your own words
Automatic translation:
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5 months ago
Translation
Like when you were asked for the supposed ip ID which I repeatedly asked you and you refused
Please provide copies of our conversations
Automatic translation:
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4 months ago
Translation
So right now ice casino is admitting that they knew about the existence of two accounts since October and still decided to close my account in July while I had profits
Of course ice casino continues not to send documents
Automatic translation:
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4 months ago
Dear IceCasino representative,
Could you please provide more information regarding the activity of both accounts such as the date of registration, which or how many bonuses were activated, when they were accessed for the last time, etc.? You can post it here or forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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4 months ago
Translation
I would like everything you tell me in writing and I still haven't received anything. Just because you say so doesn't mean I want it in writing
Automatic translation:
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4 months ago
tzobo22, I apologize, but if these two accounts were created this close together and bonuses were activated on both, we are not able to assist you further. We believe the casino acted in compliance with its T&Cs.
Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.
Thank you for your understanding.
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4 months ago
Translation
I have repeatedly asked for proof of the casino's claims which ignores this request. So this is a lie and the casino just found a way to close my account due to winnings
Automatic translation:
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4 months ago
Dear IceCasino representative,
Could you please send the supporting evidence to kristina.s@casino.guru? Thank you very much.
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4 months ago
Thank you very much.
tzobo22, the casino provided evidence confirming everything stated here. Unfortunately, we are not able to proceed with this case further. 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.
