IceCasino - Player's deposit has been blocked due to KYC issue.

The case is simple, and to inform i have sent an official complaint to their license issuer. But it seems to take no action yet. I want people to be aware of this.

I deposited amount 35$ on the casino, after that i needed my details arranged as KYC to play. My phone number got up as already in use. I was upfront with the casino and told them i had this issue, and if they could fix it. They sent the request to a department, and my money was sitting there unable to withdraw, play or wager (With one exception to a lucky wheel on their site, which i wagered 5$ on accident because i thought it was free, my bad)

I got a verdict from the casino saying my account was blocked for duplicate, which i wont judge them for saying as the phone number was already registered. Now i try to reason with the casino and ask for a withdrawal of remaining balance. They say they can't do that, but they can open one of the duplicate accounts but the funds need to be voided (Deleted). I said no, and asked kindly to withdraw remaining balance.

This has been going on for over a week, soon two. They keep using loophole to keep my money which is tied to no wager or bonus. I simply want my money back, and i respect their decission to keep both accounts closed due to money laundering regulations. I have good knowledge on the regulations regarding gambling under their lisence, but for some reason they refuse to even acknowledge that this superseeds their sketchy terms.

I want my money back, which is 30$, and simple. I kindly ask GURU to help with this, and the compensation for this issue is being handled by their license issuer later on.

Dear kingdms,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. I have checked the casino's Terms and Conditions, and this is what I found:

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or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.

Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you activated any bonus with your account (or both accounts)?

Do you remember when you registered in the casino for the first time? Is there a possibility that you made deposits in your previous account as well?

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

Hi,

No bonus on the account i opened.

And they claim it is a duplicate, but i don't remember this opening, and i would remember it if i did a deposit or any wager on the alleged other account.

I would understand if i did deposit and withdraw a positive profit on alleged duplicate they could zero that out, but i have not done that. Matter of fact i bet that the other alleged account has never been active in any wager or transactions, which annoys me even more

They simply can't just take pure money deposited by me, this should be returned no matter what, unless it is connected to money laundering, which then they need to turn this over to EU comission

Dear kingdms

Thank you for making a complaint here at CasinoGuru.

Would you mind clarifying a couple of things:

1) Hence you said you were a lawyer, and your time is precious, what is the exact amount you requested while making an "official complaint" to regulator?

2) "I simply want my money back, and i respect their decission to keep both accounts closed due to money laundering regulations." - does this mean, if the casino refunds your deposit, you will notify all the institutions you'd already sent the "official claim" to?

Thank you in advance!

Best regards

Hi,

Now i am getting some real responses, which i never got on your website chat, or email.

But i will clearify.

1. The regulators have gotten a complaint that consists of two parts, (one) : My deposit - wagered=30$, (two) : A compensation structure based on a current situation. My lawyer status is not my current practice, so i wont enforce that in the compensation structure, so the going rate will be lower than your expectations.

Total dispute with regulator: 750$(compensation) + 30$(balance deposit) =780$ total

2.If i where to get refunded the amount, i would notify the institutions on that refund amount, because i know guru can't handle compensation complaints. But regarding compensation for the hell of stress and work you have put me through wont be rescinded.

Dear kingdms

Pardon, but in this case we do not see the purpose of resolving via CasinoGuru, since the actual "official claim" will remain, along with a compensation request for the "hell of stress and work you have put me through"

Thank you for understanding.

Kind regards

Hi,

I totally understand that response, but i still believe a wise course of action is to return my rightfull money, and let the course of the compensation complaint remain. Your casino representatives have been very hard to work with, and have indeed put me through alot more than i have ever in my life experienced at a casino before.

For your own publicity, and retention of my lawfull freedom of the remaining capital in your company's balance sheet, i hope you will consider a return of my money with immediate effect.

You are partially right in that resolving this case won't remove the second part of my complaint. But that should not prevent a solution on the first part. You have an obligation to operate under regulatory guidelines, which i strongly argue you don't currently. Secondly i have the right to send a complaint for either reason, and my money should not be held hostage for that reason.

If icecasino is open to a solution regarding a compensation + refund on GURU, i would be open to a negotiation. But other than that, i have said my part.

Dear Veronika,

Since the player insists on resolving the issue via the regulator, we kindly ask you to reject the complaint, since it's being dealt with the authority directly.

Kind regards

I strongly urge Guru to keep this open, until either this is partially or fully resolved here, or with the regulator.

The regulator has yet to take any official actions to connect with the casino, which makes this complaint on Guru even more valid to keep open.

It is also important for everyone to see transparently what this casino offers to both players, and potential players. So new users can make a more objective decission on registering.

So i have had a day to think about Icecasinos purposal, and i am open to close the regulatory complaints upon the condition that icecasino refund the total deposited amount, consisting of 35$.

Then i will request the compensation and deposit complaint to be closed.

But it is also to mention that this refund to be swiftly as possible, without any stalling.

Dear kingdms

Please kindly make a withdrawal request.

Regards

Icecasino

I am trying, but it ask for my phone number on that prompt, which i still cannot add.

Can you please fix this.

I told livechat yesterday, but they still have not fixed

 Icecasino

Do you have a timeframe to when the phone number will be fixed. And when i can withdraw without wager requirement fee to be applied?

Also i added a phone number to be able to withdraw by accident i did type inn [edited by Casino.Guru admin] and not [edited by Casino.Guru admin]. Will this be fine, as long as i can withdraw?

Dear sir, please kindly make a withdrawal request.

Regards

The withdrawal is requested. Icecasino

I will await confirmation.

This has taken more time than i got the impression it would, the inital terms was a withdrawal yesterday, you guys have failed to do this, now we are waiting here today.

And if i didn't put in my phone number wrong, i would still not be able to withdraw. Can you guys stop holding my money and accept the withdrawal. We have basicly moved nowhere since i started this complaint on guru, and nowhere since i first contacted your casino.

The terms was i rescind my complaints if this was done switfly, and i would expect this to be faster.

Now i am getting angry, you guys rejected my withdrawal after waiting 24hrs. Do you even want to resolve the matter or not?

Now you want more KYC documents, even though you only asked for this, the first time. Why even ask me withdraw, and put the through this again again and again. You guys are just throwing me around and giving me hope, then to not follow up on your words.

And let me predict compared to the first KYC, which took 4mins, this one will take more than a day.

Now after all this hassle

I get an email saying they wont refund.

You guys are joking and throwing me around. Not even funny.

Claiming i played all my funds, when i didnt. Such liars.

Veronika

This is getting out of hand, can you help me here ?

And clearly from proof you can see what i am dealing with here.

The fact that i am only getting my money back after 3 weeks!!! Of hassle is disrespectfull.

Dear kingdms

We are kindly asking to make a withdrawal request once again.

Pardon for inconveniences.

Warm regards

I made a withdrawal request again. But honestly i dont have any hope for it to go through

Dear kingdms,

if you provided all the necessary documents, I believe you will receive your withdrawal. Please keep us updated.

My withdrawal has been accepted. But to be a cryptocurrency Ethereum withdrawal it took a long time. And i can't see it on the blockchain.

So i presume the withdrawal is in its last steps of being sent.

I will update on when it has arrived, and then rescind my outstanding complaints as resolved.

Dear kingdms

Please kindly confirm the money was received.

Thank you in advance!

Warm regards

Hi.

I have successfully received my money.

Close case. And all complaints is bring rescinded within 12hours

Dear kingdms,

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.

Best regards,

Veronika

Casino.Guru