IceCasino - Player's account was closed over an alleged Photoshop use.

Hello, today my account was blocked by the administration of this casino. Here's what happened: I made a deposit of 100 EUR, which increased my balance to 300 EUR. Afterward, they asked me to undergo standard verification, which I passed. Then they asked for additional verification in the form of a selfie with my passport against the backdrop of my personal account page. I also provided this. For over a week, they didn't process my withdrawal. Today, I wrote to chat again to inquire about the delay, and they informed me that my document was verified and all I needed to do was to wait for the completion of the withdrawal process. There was even a green indicator on my personal account page next to the document, confirming that the verification was successful. Yet an hour later when I tried to log into my account, it had been blocked on grounds of using Photoshop. I have never in my life used Photoshop and I don't even know how. I see no reason to do so since I am indeed the account holder. I contacted their support and they stated that the decision made by the casino administration was final and could not be contested. It's like their administration made an erroneous assumption that I was using Photoshop and I don't have the ability to refute it. The support is terrible. When I asked them to provide proof, they refused. They just blatantly annulled my funds. Prior to this, I hadn't withdrawn any funds, only lost them. So, I need help.

Dear fildubois,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please forward me the rejected documents you sent to the casino? My email address is veronika.l@casino.guru.

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

Dear fildubois

The anti-fraud dept. believes that the AI tools were used for verification process.

Thus, we are kindly asking you to undertake the video verification. We can see you are Polish, but you speak solely russian, correct? What would be the preferable language for conversation?

Thank you for you cooperation!

Kind regards

Yes, I can pass verification, but tell me why your support is so terrible, it doesn’t allow you to challenge anything, why your support doesn’t contact the administration for the client, because they could easily assign additional verification, in Russian it would be preferable for me. Answer my questions, what’s wrong with your support?

Dear Player

On 2024-03-27 12:35:21 we sent you a request and never heard back from you.

Is there an issue?

Thanks

Dear fildubois,

could you kindly explain why you did not reply to the casino's request?

Dear fildubois,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.