IceCasino - Player's winnings confiscated due to alleged duplicate account.

Good evening

I created an account to this casino make deposit I didn’t receive Any bonuses earn an amount of 1000€ and they locked my account due to duplicate account violation.I have not a second account in this casino and I have provided all a the information that was asked to me and documents but they say they will void all a my earnings

Dear Speedhul,

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?
• Which information was asked for you? Have you submitted any verification documents?

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,

Tomas

Good morning,

yes it is possible cause I use a friendly wifi that he have an account already and was the one that inform me about the casino.Also I send them my identity,income verification and also address verification. They ask me a photo of my bank card but when I try to enter and upload the documents my account was blocked

Has the casino advised you to send the information via other means (live chat or email), since your account was blocked?

Could you please send me your correspondence with the casino on the topic? My email is tomas@casino.guru

I speak with them via chat.I I asked them if I can send them any document so I can prove them that it is my only account and they said to me that the admins decision is final and can not be changed.I asked them for the proof that shows I have 2 accounts and haven’t received anything yet.They also said to me that the only solution is to voip my account.

Yes this card is mine I will send you a photo of me holding the card if you need.i don’t recognise this email maybe someone from my household used it without me knowing it.

Thanks both parties for their reply.

Dear Ice Casino,

Could you please advise why you consider Speedhul's account a duplicate?

I'll await your reply.

The email doesn’t mean anything to me and the card belongs to me.

About the third part of the question I didn’t understand your question

Dear Speedhul

Did you give your phone to someone to play at Icecasino?

Did you give your bank card to someone to deposit at Icecasino?

Thank you in advance!

After research I found out that my nephew used my card without me knowing nothing about it and the email is hi

Dear Ice Casino,

When were these accounts created? Do I understand correctly the accounts were created from the same device?

3 weeks now after all those facts that I don’t have double account and I didn’t (cheat)with a use of a bonus only a deposit with the same card and of course the account wasn’t created by the same device I am still wait g for an answer…from a casino that the safety index is very hi sorry but this is unacceptable by any means I have played in so many live casinos lost money win money but this never have happened again!!Ice casino give me solution your customer support is below the average

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Casino guru thks for your reply but if ice casino doesn’t reply that means that I lost my money and I can not do anything else?

Dear Speedhul,

Do you have information on when your card was used to fund your account and the account of your nephew? Did you learn which account was created first? I apologize for the inconvenience.

Dear Speedhul,

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.

My nephews account created first for sure and when exactly he doesn’t remember but for sure he didn’t use any bonus he just used my card to top up is that normal just for that to lock my account?locked the first that used my card without my approval

I am sorry but if the nephew's account was created first, there is nothing else we can do.

You are responsible for your payment methods, and devices, and your nephew won't be able to complete verification if he doesn't deposit with his own money and uses his device.

If you created your account afterward, the casino won't have a reason to not consider such an account a duplicate as it's close to impossible to say with certainty it wasn't you who created and used the account.

Please let me know if there are any other circumstances I haven't considered, otherwise I'll reject your complaint.

So you are saying that is legal from casino to take even the deposit amount and not only the winnings is that correct?

I wish I could be of help.

We help recover deposits from casinos only to those players who we believe are eligible for refunds.

If you don't agree with our decision, you have the option to file a complaint with the casino's regulator, which is Curacao Antillephone. You can file a complaint via email at certria@gaminglicences.com

I hope a similar issue will evade you in the future.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.