The player from Germany had had their casino account locked due to a payment made years prior from a joint credit account that was now closed. Despite recent payments having been made from the player's personal bank account, winnings had been blocked and the casino had offered a compensation of €100 instead. The player had provided all necessary details and had cooperated with the Complaints Team. Eventually, the casino had verified the player's account and had allowed her to request a withdrawal. However, the player had reported some issues with the withdrawal process. Despite our efforts to assist, the player had stopped responding, leading to the rejection of the complaint due to lack of communication.
IceCasino - Player's winnings blocked due to old payment method.
Amount: €23,538
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
The casino has locked my account because years ago I made a payment from the joint credit account that belonged to my partner and I.
However, in recent years, I have been making payments from my bank account because the aforementioned credit account was closed since we settled our loan.
Now, after winning this larger sum of money, my account has been locked and they are claiming that I made deposits that did not originate from my bank account. Notably, this is because of a payment made years ago. A payment which now has nothing to do with my winnings.
The casino is now trying to placate me with €100.
What I want is my winnings, not just the €100, considering that I’ve made enough deposits there.
Automatic translation:
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10 months ago
Dear AnnaG,
Thank you very much for submitting your complaint.
I'm sorry to hear about the situation you're facing with the online casino regarding the locking of your account and the associated concerns about your winnings.
To better understand your situation and assist you effectively, could you please provide us with additional details regarding the payment made years ago from the joint credit account?
Specifically, we would like to know:
- When was the payment made from the joint credit account?
- Have you been in communication with the casino's support team regarding this issue?
- How many payment methods did you use recently and are you able to prove that you are the legitimate owner of those payment methods?
Your cooperation in providing these details will help us investigate and work towards a resolution.
If there are any relevant communication or documents you believe would assist in resolving this matter, please feel free to forward them to petronela.k@casino.guru for our review.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
The first deposit will be made in 2021
Yes, I have written to support about this several times.
I haven't received a physical reply via email yet, but I've taken a screenshot of everything with chat support.
Payment methods I used the credit account in question in 2021
Paysafecard and, for the last few years, my normal bank account (which I can prove is mine)
Automatic translation:
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10 months ago
Hi AnnaG,
- Could you please advise how many deposits have you made in 2021 from your partner's card?
- Have you communicated this issue with the casino back then?
- Please forward any supporting evidence or relevant communication to petronela.k@casino.guru.
Thank you.
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10 months ago
Translation
I deposited using the payment method 1 time in 2021.
And yes, I sent several emails to the casino in which I also set a deadline and asked for more information and answers.
I sent them an email with the screenshots (this was a PDF file as there were several as well as an email with the emails that went out
Automatic translation:
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10 months ago
Hi AnnaG,
- This is indeed a unique situation. Could you kindly provide your complete cashier history from the casino, detailing deposits made since 2021 up to the present day?
- Additionally, please highlight the deposit that was made using your partner's card.
Thank you.
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10 months ago
Dear AnnaG,
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.
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10 months ago
Translation
I have written to the casino and they are currently processing the request for the cashier history as I have given it to be sent to me. I ask for your patience, please DO NOT cancel the case
I can also tell you that I'm waiting for it because I can't get into my account anymore
Edited
Automatic translation:
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9 months ago
Hello AnnaG
Thank you for your cooperation
Your account is fully verified and you may continue using the services.
Kind regards
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9 months ago
Thank you, IceCasino Team, for your assistance.
Dear AnnaG,
Please keep me informed about any further developments.
Thank you.
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9 months ago
Translation
What's next? Can I have the money paid out now or what do I have to do now?
Automatic translation:
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9 months ago
Hello
The winnings are scheduled to be paid according to T&Cs of the casino.
Kind regards
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9 months ago
Hi AnnaG,
- Please request a withdrawal of your winnings and let me know when you receive it.
Thank you very much.
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9 months ago
Translation
They have applied for a smaller amount first so that we can see if it is possible. As soon as it is there I will let you know
Automatic translation:
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9 months ago
Translation
We have received the 500 euro payout, the 2000 and 1000 have not gone through yet
Automatic translation:
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9 months ago
Hi AnnaG,
- Please allow some time for the remaining withdrawals to be processed and keep me informed about any further developments.
- Do I understand correctly that the disputed amount should be €3,500 rather than €23,538?
Thank you.
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9 months ago
Translation
Those were the ones requested, now someone has put themselves in the acc and all the money is gone, so I'm already in contact with the casino
Automatic translation:
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9 months ago
Ok AnnaG,
Please keep me informed about any further developments.
Thank you.
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9 months ago
Dear AnnaG,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
