IceCasino - Player's account was blocked due to a disputed deposit.

i was playing at ice casino in april 24 and won 120.000 norwegian kroners. my kyc and all where fine, i did a withdrawal for a less sum a few weeks due to that also without any problems, Then all the nightmare started when i tried to withdraw my funds,the account was immediatelly blocked without any warnings etc. my account is still blocked.The reason for this is that me and my husband did ONE deposit from my husbands card back in nov 2023. now all my funds are stolen by the casino and im blocked.The only way i can acces my account is if i agree to forget about my 90.000 balance and agree to a "goodwill" bouns with 2000 nok remaining on the balance.i have already before this issue deposited and played and withdrawn smaler funds and my kyc is veryfied,Is this legal at all from the casino to offer me this kind of resolution?we have sent all the kyc documents that they requested including photo of my husband and his card?if my account was restricted in anyway since nov 2023 ,why have the casino let me deposit and withdraw smaller amounts?i am ready to file a lawsuit from norway to win my principal case and existing funds,also norwegiand tabloids want me to tell my story about this kind of operations from the casino mafia. is there any legal advisors who could help me with this issue?

Dear catan6, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

6.1. In consideration of the rights granted to you to use the services, you represent, warrant, covenant and agree that:

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

i am partly owner of the card, i have this card together with my husband,we share expences and other items in one bank account that we use for our purpose,the card is not stolen or missused,my husband did the deposit and he played,so basically there should not be any problem.also,if this is violating anything why is it aloved?the only reason is that the casino can go back forever and steal your money.fucking scammers,we have the two biggest newspapers in norway for interwiew and highlighting this use of customers rights,such terms are obliged to be rightfull in the moment of act,not 6 months after.the bank will also go after the casino for transaction frauds,letting customers use other peoples cards as much as the want

Do you have any evidence showing that you are also the owner of the card, or is the card in your husband's name only?

Also, does he have his own account in IceCasino?

Ice has finally reopened my profile after I submitted documents that proves that the deposit was made from a joint bank account. The 90000 is now in under widraw, but according to costumer support it could take up to 14 days to widraw the money. So for now, I’m waiting. Hopefully it turns up in my bank account any day now. Thank you everybody for the support. I would have given up if it hasn’t been for you guys😊

I'm glad to hear that your account was reopened. If you haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  Thank you in advance for your patience and understanding.

Dear catan6,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.