IceCasino - Player's account was frozen over alleged duplicate account.

I wanted to make a withdraw, and they refused it referring to a duplicate account, which I never opened. It is impossible to open a duplicate account, because you cannot use the same e-mail address for more Than one account. In an e-mail they confirmed the approved the payment but it comes through an outside payment system and I have to wait for more Than 5 days. In another e-mail they advised me to start a new withdraw because of technikával issues. They apologized for the delay, too. They sent me several emails, and after confirming the payment they refused it later (in like their 5th letter) referring to a duplicate account. Then I informed them that I have no duplicate account and asked for proof from their side, they freezed my account and I have no access. They wrote they can unfreeze my account in case I accept zero balance and forfeit my winnings. They just dont want to pay me.

Please help me teso love this case.

Thenk you.

S. P.

Dear Sandorpoka, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hi!

Thank you for your response! No i really dont think anyone else would have used my phone to create a New account…second.. my winnings didnt come in bonus play it was real money and balance…third.. KYC vetefication i might not have finished i dont remember honestly… first i was approved then denied!! Ty for your assistance!! I also have all e mail comunication from Ice casino..

thank you

sincerely

[name hidden by Casino Guru]

Hello Sandorpoka

We can firmly confirm that you have two accounts, both have the gaming history, both used bonuses.

1) san**rpoka@yahoo.com

2) san**poka@gmail.com

The deposits at both accounts were made by card 479685******9836.

Hope this clarifies.

Kind regards

Dear IceCasino representative, thank you for getting in touch with us.

Dear Sandorpoka, it seems you used two different email addresses to create two different accounts. This is a direct breach of the casino's Terms and Conditions. Is there anything else I can assist you with or may this complaint be closed?

I really dont think that happend or i dont understand it at all … i never even USE that g mail anymore.. it has to be a miss take …i dont get it really .. same phone number and everything? It doesent let you create a New account if you use the same of anything.. i dont get it ..

Hello Sandorpoka

The first phone number is +3620535**34

Another one is +3620418**94

Kind regards

The other number is my wifes number and not my … i have no idea How that happend … this is all so weird .. How does my wifes number get in registration..?

Dear Sandorpoka,

the Terms and Conditions of IceCasino clearly state the following:

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.

Since you used two different email addresses and two phone numbers (yours and your wife's) to register, deposit, use bonuses, and play, I am sorry but you breached the casino's rules. Therefore, the casino is eligible to void all the funds in your 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.