The player from Greece had won 4,000 euros from Ice Casino, but the casino rejected her withdrawal request and asked for additional documents. After she submitted the additional documents, the casino blocked her account without warning. The player sought help to resolve this issue. The casino stated that the account was blocked due to multi-accounting, citing a second account under her name. Despite the player’s claim that the second account was created by her son without her knowledge, it was confirmed that the casino's terms and conditions had been violated, resulting in the complaint being rejected.
IceCasino - Player’s account was closed after requesting a withdrawal.
Amount: €4,000
IceCasino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
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Good evening! Nearly 10 days ago, I won 4,000 euros from Ice Casino. In order to make the withdrawal, I had to verify my account. I sent all the necessary documents, and they were approved, resulting in my account being verified. Initially, I requested a withdrawal of 4,000 euros, but the casino rejected my request and asked for additional documents, which I then sent. Today, without any warning and after communicating with the
casino, I was told that the new documents would be reviewed. After 5 hours, and without any warning, they blocked my account. This is unacceptable. I am truly desperate and don't know what to do. Please help me! As long as I was depositing funds, they did not cause any issues. As soon as I decided to make a withdrawal, they blocked my account.
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4 months ago
Dear Vessal23,
Thank you very much for submitting this 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 specify which additional documents you sent just before your account was blocked?
Have you received any email from the casino explaining why they decided to block your account?
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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4 months ago
Translation
Good evening ! The casino sent me a message that it closed my account because there was a second active account which is not valid. The casino had approved and confirmed my account and all the documents I had originally sent! I had not received an active bonus and the money was real. I sent them again my debit card, a document from the tax office that proved that I am a doctor and how my income is derived, I also sent them a personal account number. All my details, cards, account numbers, e-mails belong only to me! There is no identification with another account in aura the data. It all started when I decided to withdraw the 4,000 euros I had won! While I had received a KYC confirmation, I was asked for additional documents, which I did! Initially, instead of 4,000 euros, they approved 3,300 euros for withdrawal, which of course I never received because my account was blocked. To clarify that both my cards and my details and account numbers are used exclusively by me and by no one else. It is at least absurd that they normally accept all the deposits I had made in the casino with a total value of 670 euros and when I won an amount and requested a withdrawal my account was blocked.
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4 months ago
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I feel very sad, this money would help my child with an illness he has. While my account was verified with all the documents I had sent, everything changed! And even though after verification they continued to accept deposits from my card and account number
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4 months ago
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Let me remind you that in the 6 months that I have had this account, I have never been blocked by the casino, but I continued to make deposits and play without any problem! Since there was proof of a duplicate account, they could have banned me. Even when I sent the documents to confirm with KYC they accepted them normally and confirmed my account.! Please for an honest agreement with the casino! The money was real and I didn't use bonuses. This money would help me and my family a lot financially.
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4 months ago
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Also, I was never informed that I violated the terms of the casino during the 6-month use of my account! Even after confirming my account through KYC, I was still not informed about a double account.
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4 months ago
Hello Vessal23
We can confirm, that your account was blocked due to multi-accounting.
Your second account is vessala***adeh@yahoo.com, deposits were made, bonuses received.
The best we could do - leave 100 EUR on your real money balance. And you would be able to continue using the service.
Kind regards
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4 months ago
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Thank you very much for your answer! Honestly, I didn't even know about this particular account! I don't think it got verified right? As I mentioned in my messages, I have two children who use my cell phone, probably my son got in there. I didn't know you, I'm being honest. I'm really very sad after all this! This money was the best thing that has happened to me in recent months! I am divorced with two children, one child has a serious health issue as I explained to you. Please for your generosity! Also, I didn't even know it was banned, if you had sent me a notification I would have made sure to remove it or see who created it. Me and my family had a hard time. You are a decent and generous casino let's find a solution. My children were very happy with this profit. Especially for my son who needs speech therapy because of his health problem.
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4 months ago
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I am really very sad, I can prove to you what family problems I have! I have been fighting alone for so many years! I am raising two children and one with a serious autism problem. I didn't even know about your second account, I beg you to believe me. Finding a compromise solution is a shame... this money will go to treatments.
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4 months ago
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Please, I didn't even know about these charges! We had a really hard time, honestly, I hope you show generosity! I didn't even know this second account existed. I'm really desperate, I hope you understand me
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4 months ago
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I'm really crying all the time with what happened! I can not sleep ! Honestly, if only I knew it! I did not know. This money would help me and my family! Please, ice casino, keep an amount that you think was used for bonuses, etc. and give me the winnings! My children are always sad! When I won we made dreams! My son should take robotics lessons and speech therapy for his problem! He is 70% disabled. I'm really in a bad situation.
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4 months ago
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Really
the only account confirmed is the one I used and won! The identification has been made only to him! I ask for an understanding! It's a shame to withhold so much money! Especially to people who are honest! I'm really in a bad state of mind
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4 months ago
Does the email address mentioned by the casino representative belong to you?
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4 months ago
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mainly used by my son. I only use the account that I have identified and confirmed and on which I won the 4,000. I changed the passwords on my mobile so that no one can access it anymore. Please for understanding the casino! To make a fair compromise, it is a shame to lose the money I earned and I need it. And I didn't know about anything else.
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3 months ago
Do you happen to know when exactly was the other account created? When was the last time you or your son accessed the other account? Have you claimed any bonuses with this account? Have you made any deposits into the other account?
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3 months ago
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Good evening dear Veronica! I didn't even know about this account because I don't use this email and I didn't even know about its existence. So I didn't know about the deposits or the bonuses that ice casino says. And I don't even know how it was created. The only account I was using that was known to me was the one I had already verified. I don't even know email codes and usernames from the other account. Please for your understanding, I have had a very difficult time this whole time! It is unfair not to give me my profit that I legally won! After the deposits I had made and the normal verification.
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3 months ago
I apologize, dear Vessal23, but according to the Terms and Conditions:
5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed by us and:
5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;
5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;
5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.
The second email mentioned by the casino contains your name and surname. It is impossible to prove that the account was created by your son, and even if it was true, it is the player's responsibility to ensure that no one else gains access to the device used for playing in the casino and creates a new account. Furthermore, there were deposits made and bonuses used on both accounts.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
