The player from Moldova had been blocked from the casino due to an accidental incorrect entry of her birthdate. She had deposited 10€ and was hoping to withdraw 35€ when this happened. We had explained that providing accurate personal details was a crucial requirement as per the casino's terms and conditions. Failure to do so could result in account suspension. Despite extending the response time, the player had failed to respond, leading us to close the complaint.
IceCasino - Player’s account was blocked due to incorrect birthday entry.
Amount: 35 MDL
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
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Hello, I've been blocked because I accidentally entered my birthday incorrectly. This seems very unfair to me. I deposited 10€ and wanted to withdraw 35€, but now I'm blocked.
Automatic translation:
Public
Public
10 months ago
Dear Marianarusu,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please understand that you should always provide correct and current personal details when creating an account. If you fail to do so, you breach one of the main online casino rules. It is clearly stated in the Terms and Conditions of this casino that you have to provide correct details about yourself. Please, see here:
5.1. In order to open an account ("Your Account") to use the Website services, you should provide your e-mail address, choose a password and fill-out the information required to complete the registration by providing us with personal information, including your name, date of birth and phone number.
5.2. To verify your identity, the Company reserves the right to request, at any time, satisfactory proof of identity. Failure to supply such documentation may result in suspension of the account.
5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions.
I apologize, but we are not able to support you further in this case. Do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.
Best regards
Veronika
