The player from Greece had had her account with Ice Casino blocked, as the casino had claimed she had two accounts under her name, which she had denied. The casino had then decided to unblock her account but without her €3000 winnings. After her unsuccessful attempts to resolve the issue with customer service, we had intervened. Following our mediation, the casino had unlocked her account, and she had been able to receive her winnings. The issue had been successfully resolved, and the player had expressed her gratitude for our assistance.
IceCasino - Player's account was closed due to duplicate account issue.
Amount: €3,000
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Good evening
I am listing my problem
I created an account on ice and today before the identification process was completed (everything had been accepted and the selfie with the card that I sent was pending) I went to log in and it said that my account is blocked.
I would like to inform you that my account had 3,000 (three thousand euros) in profits from the previous days.
I contacted the service in the chat and they told me that I violated the rules because I have two accounts in my name and they will do me the favor of unblocking me but they will keep the whole amount (3,000 euros).
I was honestly speechless. When I created the account, I was not notified that these details exist and I proceeded normally with the registration. I explain to them that I don't have another account, they tell me that I'm lying and then they tell me that from February 2023 there is a registration with my name, my date of birth and similar emails m******@gmail.com
And I'm having fun. Actually, I used this email in the past and logically (because I honestly don't remember after so long) I would have started a registration but it was never completed. I asked if there was identification of this account and they said no, I asked if there was ever any movement or transaction on this account and they also said no but it doesn't matter I violated the terms and the casino management decided to block me and they offer to the favor of unblocking me while keeping the full amount (3,000 euros)
What to do I'm crazy is it possible?
How can I cheat the casino with a second account when it has never been identified or even used.
I didn't get a tip, I told them keep at least half it's unfair but nothing
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Dear mina4622,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue with IceCasino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you did not make any deposits in your previous account?
Did you take any bonuses when you created your first account back in February?
Did you play any games with your first account?
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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11 months ago
Hello mina4622
We've looked at your case, and despite some disagreements with the anti-fraud team, your account has been unlocked.
You may continue using the services.
Kind regards
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11 months ago
Translation
Good evening
Sorry for the delay but I was driving the car and couldn't answer.
I honestly don't know how to thank you sincerely!!!
The account they mentioned had never been used, there had been no transactions and no bonuses had been used
I would like to ask you if possible not to close my issue yet until the download is complete
I am sincerely grateful for the immediate and serious response!!!
Automatic translation:
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11 months ago
Dear IceCasino representative,
Thank you very much for getting in touch with us so promptly and assisting the player.
Dear mina4622,
please let me know when you receive your winnings.
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11 months ago
Translation
Good morning, many thanks to you and ice casino
I will let you know as soon as I receive my winnings
Automatic translation:
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11 months ago
Dear mina4622,
could you please tell us if you received your winnings? Thank you.
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11 months ago
Translation
Good morning!!! Yes, I confirm that I received the winnings and I use my account normally. Thank you very much for your prompt response and mediation in solving my problem. I also thank ice casino for confirming its reliability.
Thank you again, I wish you Happy Holidays with health and joy and in the new year you will be strongly on our side again!!!
Automatic translation:
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11 months ago
Dear mina4622,
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.
Also, thank you very much for your kind wishes. We at Casino.Guru send you warm wishes for a happy holiday season! May this Christmas be filled with infinite love, light, and nice food :-).
Best regards
Veronika
