IceCasino - Player's funds confiscated over possible duplicate accounts.

After a voluntary verification request, Ice Casino blocks and takes about PLN 7,000,

Hello, my account is r***@gmail.com, November 14, 2023, my account is verified. In November, I also made a deposit and ordered a successful withdrawal. I made several deposits. On May 17, I make a lucky deposit and on May 8, I order a withdrawal of about PLN 7,000.

NOW IMPORTANT NOTE ON MAY 18, I WILL ALSO REPORT A MESSAGE TO LIVE SUPPORT THAT I HAVE CONCERNS ABOUT MY ACCOUNT AND PLEASE CHECK IT DIRECTLY TOWARDS MULTIKONT. I would never have thought of asking for additional verification, but a moment earlier I received information about my account from a friendly casino. 2 accounts. Which I didn't know about. Then I thought that a similar situation might happen and I reported the matter voluntarily. I thought that if someone made a duplicate in that club, maybe I also have it here in Ice. The casino's argument is logging in from the same IP address [which is complete nonsense and the thing is physically impossible, which I will explain later if necessary] The same personal data. But the account is not verified. I do not know the history of that account. When I asked questions about the reason for the ban and my logical explanations, I received strange answers that did not follow the flow of the conversation. If so, needs for evidence of conversations.

Please help me clarify this case because talking to the casino support leads to excess stress and unnecessary nerves,

Dear rafalkminvvul,

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. 

• Do I understand correctly that you indeed created more than one account at this casino?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

It's of a great pity that the anti-fraud identified the second active account with a deposit history as well as with the bonus usage only on 20.05.2024 07:07:54 (UTC). Otherwise, the player would not have received 22,488 PLN in withdrawals.

Kind regards

Hello, I looked at my Ice Casino transaction history and important information. My history does not show the winning amount of PLN 22,000. My withdrawal order was approximately PLN 7,000.

Representative of Ice Casino. I believe that everyone should watch their money. I do not know from which account such amounts come. I ordered PLN 7,000.

On May 18, I contacted the customer service office and asked them to check my account. I had some concerns and decided that I had to check it. I play very little gambling so I thought I was doing OK. I asked them to check it and if there is or will be a consistent account with I'm asking you to close it because it's definitely not my account.

When I received a payment of about 600 euros on May 20, I think that I acted correctly and my account is OK. Certainly, a short time after the first payment, the casino considered my earlier request and blocked my account.

I learned from the support that there is a second account related to mine. I have no idea what account it is... I don't know the history of that account.

Let me just give you an example: "For example, if you had a second casino account and a balance ready for withdrawal on another account, no normal person would report the account for verification. In my case, it's a huge amount of PLN 7,000. Yesterday I also heard about using the same IP address on two accounts. I explain that it is physically impossible to do this because my Internet provider offers variable IP.

I am also surprised by the casino's attitude towards me. Of course, I did not open a second account, but even if I did, I reported the fact and it proves that I did not want to cheat. But the casino did not take this fact into account and treated me as a fraud.

Thank you, I will send you the scans you asked for in a moment, Krystyna

Hello rafalkminvvul

On 20.05.2024 06:21:18 (UTC) you received 2490.00 PLN

On 27.11.2023 08:50:12 (UTC) you received 19998.00 PLN

Not sure who told you about the IP match, but in fact the match is within the personal data.

Regards

Hello.

Dear Vulkan, thank you at least for your willingness to dialogue. I see that you do not interpret my explanations, which means that no matter what arguments I use, I will not play in your casino again.

I will just explain once again that;

I received a message about shared login from the same IP address from technical support {screenshot at the bottom}

It was at my request that you checked the account. I wanted to get help and I got a penalty.

And there is no point in regretting the casino because on the day of the win, November 27, 2024, there were no 2 accounts. {see the shot at the bottom}

Apparently an account similar to mine was created only on December 15, 2023. And as far as we know, it was active for some time, i.e. a deep deposit was made.

My account was already verified in the system when someone opened an account allegedly with my details and made a deposit, so where was the radar then???

The same technical support lady wrote that, and I quote, "The administration did not notice the second account at that moment."

Don't even ask about your personal data verification? I was thinking about preventing it.

I have no idea who and how created an account similar to mine.

Regards

Hello everyone,

Thank you both for your replies.

rafalkminvvul, I am afraid that if two accounts were created and actively used with the same personal details, it would be extremely difficult to prove that they were not used by the same person. Regrettably, we cannot proceed with this complaint under these circumstances. Please let me know if there is anything else I can assist you with; otherwise, I will have to close this complaint. Thank you for your understanding.

OK.I UNDERSTAND GORU CASINO. AND THANK YOU

AND YOU, ICE CASINO, SHOULD THANK ME FOR HELPING ME DETECT THE DUPLICATE ACCOUNT. BECAUSE IF I HAD NOT REPORTED THE SUSPICATION, I WOULD PROBABLY CONTINUE WITHOUT WINNINGS.

THANK YOU....CASINO IS BEST CASINO WHEN YOU DON'T ADMIT IT

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.