IceCasino - Player’s requesting a full deposit refund.

hello,

I had account at Vulkan Vegas casino and was blocked for gambling issue and I still have money there to withdraw and taking long time.

now I have account at ice casino which this complaint about it. As Ice casino & vulkan Vegas casino are same management and also when I was depositing money at ice casino the deposit was going through vulkan casino as you can see in the attached picture hence I’m requesting them to refund my deposits back because I have issues with there management which same management of both casinos. Also as my account is blocked at vulkan casino why when I’m depositing at ice casino the payments going through Vulkan casino as it is illegal and I’m banned from there website.

I sent email about this to ice casino but didn’t reply me and I spoke with them on chat but they lied and they are saying that they have nothing to do with vulkan casino which is not true and I informed about the payments are through vulkan when I was depositing and they just closed the chats on me.

kindly I need help to get my money back.

Aditional comments from the player:

"Hello

i deposited a 101$ and they gave me 75% bonus total was with bonus is 176$CA. I played and I made over 2000$ when I reached 1996$ suddenly the amp was gone and they added 227$ I asked them and they replied saying according to T&c you only get this much after wagering when I asked them to provide the T&C they never gave shared it with me. when they offered the bonus at the chat they never informed me about the wagering or the T& c.

and the bonus is gone after the money disappeared.

I told this not true I wasted my time playing just to get back 227$ including 100 that I deposited

after I made more than 2000$."

Dear Alprince2001,

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

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Additionally, this gambling establishment operates under the Curaçao license and that one doesn't require to have self-exclusion applied across any related casinos (same management, platform, etc).

Looking forward to hearing from you.

Best regards,

Petronela

My account was blocked for gambling issues at vulkan Vegas and at ice casino I’m depositing through vulkan system and I have prove of that when I transferred money to ice casino.

when I asked them they ignored my question on the live chat and ended the chat without finishing my or completing the assistance/ service.

if they are not then why they are clearly says that they are same management and using other casino where I’m blocked and I have issue to deposit my payments.

Dear Alprince2001,

Thank you for the forwarded communication. Please understand that these two casinos might be using the same payment providers but it is not enough to have them connected when it comes to responsible gambling.

Could you please advise if you have ever informed IceCasino about your gambling problem?

No

Hello all,

Since the player informed us about the gambling addiction here at CasinoGuru, the player's account has been immediately blocked due to mentioned above reason.

Kind regards

Sure, you can block my account but kindly refund my deposits as I was blocked by your other casino and you guys were taking my deposits through that casino where I’m blocked which is Vulkan casino.

Screenshots of the same agent at Vulkan and Ice

thank you,

They have blocked me already!!!!

Your IceCasino account has been blocked due to this actual complaint. As I mentioned earlier, if you haven't informed IceCasino about your gambling problem before and requested a refund due to being self-excluded from another casino only, we can't help you. Please check the License Validator of this specific casino, there is no other gambling establishment listed on it. This house is independent.

One live chat support or owner doesn't mean that casinos are connected. It might be an external company that is handling their customer support centers. I hope I explained it thoroughly. Is there anything else that we could try to help you with, please?

I said it was closed by vulkan for a gambling issue and I didn’t say that I have gambling issue, ice can’t block my account now because I was explaining my complaint here or past on the above mentioned!!! And you asked on the above that if I have mentioned to ice that I have gambling issue and I replied NO.

As I mentioned earlier, we can't help you. IceCasino blocked your account proactively (which is nothing unusual and should be done by any operator) based on the information that you described in this thread. Once again, if you haven't informed this specific gambling establishment about your gambling problem and requested a refund based on being excluded from a different casino, there's not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. 

That’s fine you may close the complaint but as a player once at that casino. I’m not satisfied with what they have done and the way of closing my account. I don’t believe that’s right or legal when I deposit at a certain casino I see my receipt or the money going through other casino that I was blocked at.

thank you anyway

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.