The player from Germany had their IceCasino account suspended for alleged duplicate accounts, which resulted in the withholding of a €2,000 balance. Despite having hired a lawyer and requested detailed information, the casino did not respond to their emails. The Complaints Team closed the complaint, stating that it pertained to GDPR matters, which were outside their scope of assistance. It was noted that a similar complaint had been previously reviewed and rejected, leading to the decision not to reopen or handle additional complaints on the same issue.
IceCasino - Player's account is closed and funds are confiscated.
Amount: €2,000
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
1 hour ago
Public
Public
3 days ago
Translation
ICE Casino has suspended my account due to an alleged duplicate account. They are simply withholding my 2,000 euros balance.
I have now hired a lawyer, and we need the detailed information (account opening, closure, deposits, etc.)
ICE Casino is ignoring my emails and is not sending me the data!!!
Automatic translation:
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2 days ago
Dear Kwleon,
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 and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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2 days ago
Greetings.
Looks like this is a duplicating complaint:
https://casino.guru/icecasino-player-s-account-has-been-blocked-22
Regards
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2 days ago
Translation
No, it is not a double complaint!
The first complaint was about the blocking of my account and the embezzlement of my winnings of €2,000.
The current complaint concerns data for my lawyer, which I requested from you weeks ago!
Here ICE Casino has time to respond quickly 😊
Automatic translation:
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2 days ago
Translation
ICE Casino! Since the KYC verification revealed that I have a duplicate account and the data must be available, it can't be difficult to send it to me by email (which I requested several weeks ago)?!
seems very strange to me 😊
Automatic translation:
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1 hour ago
Dear Kwleon,
Thank you for reaching out to us. We understand the importance of resolving issues with your casino account, and we appreciate your patience as we’ve reviewed your case.
After careful consideration, we must inform you that this complaint will now be closed, as it relates to GDPR matters, which fall outside our scope of assistance. Our expertise is focused on helping players with disputes related to unfair practices, while GDPR matters, such as data privacy issues, are best handled by the appropriate data protection authorities.
Additionally, we’ve already reviewed a similar complaint from you, which was previously rejected by our team here. To avoid duplication and confusion, we are unable to reopen or handle additional complaints on the same matter.
Thank you for understanding, and please feel free to reach out if you have any new concerns related to fair treatment or casino practices.
We wish you the very best in finding a resolution.
