The player from Poland had her casino account blocked due to accusations of opening multiple accounts in the casino. The provided evidence indicates the complainant indeed created multiple accounts since her personal details were used in both linked ones. However, basically, after reviewing all the gathered details and information, we concluded she did not breach any other of the casino's terms and conditions, did not abuse the casino's bonus offer, and so she did not gain any (unfair) advantage. The casino was able and willing to reconsider its decision and restored the user's account. The complaint is resolved.
IceCasino - Player's account was blocked.
Amount: €2,100
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I wanted to file a complaint at Ice Casino because they blocked my account. First it was that they asked me for verification, I sent the required documents, the verification lasted over 2 weeks and suddenly the account was blocked due to creating multiple accounts and withdrawals were rejected when I set up my account for the first time and I have never set up an account there before. I was accused of something I didn't do and my money wasn't paid. If I knew that this casino is insolvent, I would never create an account there because I was banned for no reason. Please help. Regards.
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1 year ago
Dear Olcia2233,
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? Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Tomas
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1 year ago
Translation
No one from my ip address could set up another account, please check the ip because, as I say, more than one account has not been set up and as for verification, unfortunately, the account has not been verified for 2 weeks and suddenly it was banned. Regards.
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1 year ago
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Please help, my year is 2004, so you can see that the account that was supposedly created was rather born in 2000, so it's proof that I didn't set up this account Regards
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1 year ago
Dear Olcia2233,
Did the casino present you with evidence regarding the creation of multiple accounts? Could you please clarify if you played in the casino with the help of the bonus? When did you create this casino account and which devices did you use in order to play in the casino?
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1 year ago
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It was my first 200% bonus deposit as far as I remember. Ice Casino did not send me evidence that I had multiple accounts. I used a Samsung Galaxy J7 phone for the game. The account was created about a month ago. Regards.
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1 year ago
Thank you very much, Olcia2233, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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
Translation
Thank you for your help, I also hope that the matter will finally be resolved. Best regards.
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1 year ago
Hello, Olcia2233,
I am sorry to hear about your unpleasant experience. Now I would like to ask IceCasino's representative to provide me with the details and relevant evidence.
However, in the meantime, allow me please to ask you a question.
If you do not know anything about the previous account and, as you claimed, the casino did not send you any evidence, how do you please know that the year in another account is 2000?
Dear IceCasino team,
Could you please substantiate the casino's decision and your claims above with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
We would appreciate seeing evidence for the following details:
- Device/IP match
- Personal data from both linked accounts
- Confirmation about the same bonus used in both accounts
Thank you in advance for providing the information.
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1 year ago
Translation
Ice Casino emailed me about this account. I just suspect that it may be a vintage, but as I say, I didn't set up this account and I didn't set up any more accounts. Regards.
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1 year ago
Greetings all,
Olcia2233, I was provided with enough details from the casino to say that both linked accounts were created with the same personal data. We are talking about your personal data, only your email address and phone number were altered.
However, we take each case of multiple accounts individually, and it seems like on the first account, there was only a no-deposit bonus (25 FS) used, and on the second account, your disputed account, there was a deposit bonus used, which does not look like a bonus abuse, and basically, although it is not a good way how to try an online casino, we cannot see any advantage that could be gained by playing in this way, and it should not matter if you used them like this or if it was in one casino account. There was no the same bonus used more than once, thus the bonus terms and conditions were not breached if we are talking about bonuses used.
Please note there is still ongoing communication between me and the casino representative outside of this thread, and I asked them to provide me with further details.
Once I know more, I will inform you directly here.
Dear IceCasino team,
Thank you for your email and the provided evidence.
Could you please look at my last email regarding the matter and provide me with additionally requested information?
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1 year ago
Translation
Dear Ice Casino and Casino Guru, as I say, I didn't create an account before, but someone who knows my details, neighbor, friend, etc., could set up an account with my details, because maybe he just doesn't like me, there are different cases in life. Best regards.
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1 year ago
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Thank you Dear Ice Casino for unblocking my account and thank you Casino Guru for considering my case and any help in resolving this case. I cordially greet you all.
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1 year ago
What great news!
Thank you, Olcia2233, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
In the future, I recommend you ask online casinos about possible existing accounts in your name prior to registration to avoid similar situations.
Thank you very much, IceCasino team, for your cooperation and willingness to help us in resolving the matter!
Best regards,
Branislav, Casino.guru
