HomeComplaintsIceCasino - Player's account is inaccessible.

IceCasino - Player's account is inaccessible.

Amount: €3,960

IceCasino
Safety Index:Very high
Submitted: 24 Aug 2023 | Case closed : 08 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany has been blocked from accessing their online casino account and is receiving vague responses when seeking clarification. The casino explained the player was banned from the casino for using multiple accounts and abusing bonuses. The player did not respond to our questions and comments, so we rejected the complaint.

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1 year ago
Translation

When I try to log in, I receive a message saying: This User is blocked. When attempting to contact the casino, I received standard replies without any real reasoning. I request that I be able to log back into my account and withdraw the winnings from my account.

Automatic translation:
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1 year ago

Dear mariocold93,

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 to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

 Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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1 year ago

Hello all

The player will remain permanently blocked due to violation of the T&Cs:

  • multi-accounting
  • bonus abuse

The player has at least 4 accounts, all were active, all used the bonus and bonus schemes:

mar**cold93@gmail.com

luck**ot93@gmail.com

mzo**93@gmail.com

mc**ino93@googlemail.com


All registered to one person, same device, etc.


We're kindly asking you to return the winnings in the amount of 253 834.10 EUR, that were won unfairly by bonus rounds postponements, which violates the bonus terms.


Kind regards


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1 year ago

Dear mariocold93,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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