The player from Brazil had her account blocked due to providing incorrect personal information on registration. The player's account was unblocked, and he has received the payment. The complaint was closed as "resolved".
IceCasino - Player's account was blocked.
Amount: 2,500 R$
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good evening, I made a deposit on 04/25 and I received free spins in which I won a lot of money and that I would have to comply with the rules to be able to access the withdrawal, after fulfilling all the requested requirements, I placed it to make the withdrawal on amount of BRL 2,500.00 I could not do it because they claimed that a document was missing to be verified by KYC send the document that was pending and requested the withdrawal again, this time they blocked my account claiming that I had the wrong date of birth I accepted cool and I asked for it to be unlocked since the Casino already had all my documents, the attendant said he would continue with the unlocking request so far so good there, but as the unlocking did not occur I got in touch again to find out about the progress in the which the attendant informed me that the unlocking would be done soon after withdrawing all the money from my bank, which is the amount of R$ 2,500.00 for having violated rules, of course I did not accept it and questioned it because I did not violate any rule to lose the mentioned value, I fulfilled all the requested requirements. When they blocked my account, I had a bankroll of R$2,500.00.
I count on your help to solve my problem and inform you that my account has not yet been unlocked.
Thank you very much in advance.
Automatic translation:
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1 year ago
Dear AnaPaula0513,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before making a deposit and starting to play.
If you’ve opened your account and realized straightaway your mistake, you should inform the casino at that time before placing a deposit and playing.
Could you please advise if you have done so? Was the date of birth the only personal information that was incorrect?
Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Could you please explain what specifically was the mistake in your date of birth?
If there is any relevant communication between you and the casino (chat transcripts, emails) please forward it to tomas@casino.guru
Thanks in advance for your reply.
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1 year ago
Translation
I was only informed that there was a discrepancy in my date of birth that was not matching my documentation. Then I asked them to make the change since they had my documentation in hand. Then they just asked me to confirm my date of birth, I did the procedure but until today there was no unlocking. They simply blocked me because they don't want to pay me, my date of birth I'm sure was correct but I also requested the change to avoid wear and tear but it didn't solve anything.
I will forward to the email tomas@casino.guru all the conversations I have, including they proposed that to unlock my account I would have to agree that they withdraw the balance of R$ 2,500.00 from my account and of course I did not agree with that. Then I was told that then it would remain blocked.
Automatic translation:
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1 year ago
Thank you very much, AnaPaula0513, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear AnaPaula0513,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an IceCasino representative to join this conversation and participate in resolving this complaint.
Dear IceCasino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Hello
The account was unblocked and all the winnings were paid out.
Regards
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1 year ago
Translation
Thank you very much, I have already checked my bank statement and the payment has gone straight.
Thanks to casino guru for the attention and good service 😁
Automatic translation:
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1 year ago
Dear AnaPaula0513,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
