The player from Greece had his account blocked due to a discrepancy in his name in his profile after he won 12,000 Euros. The casino had offered the option to close the account or receive a fraction of the winnings (1290€) and continue with the account. The player admitted to having used a diminutive of his name during registration, which breached the casino's terms and conditions. We had agreed with the casino's decision based on their terms and conditions. We had advised the player to contact the casino's licensing authorities for further assistance. The complaint was subsequently closed.
IceCasino - Player's winnings confiscated due to name discrepancy.
Amount: €11,000
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Translation
They informed me that I didn't enter my name correctly in the profile, where instead of Evangelos, I put Vangelis, and they blocked my account after a big win of 12 thousand. They then told me that either they will close the account or I'll receive 1290€ and the account will continue.
Automatic translation:
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7 months ago
Hello evaggelos,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Why did you enter a different name during the registration? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
good evening, the account has been verified 2 times, once almost when I created it and once about 3 weeks ago because I sent the papers to change the card so that I could make a withdrawal and everything was fine, I made a normal withdrawal without any problem many times with various amounts from 50e to 300e.
as for the name, I put it without thinking that it would be a violation of the casino's terms, because in Greece its word is diminutive and the last time I spoke with the casino was yesterday 9/5/24 and they just blocked my account for violation unless I accept that the amount I won will be zeroed out and they will give me only 1290e.
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7 months ago
Hello evaggelos
According to T&Cs of the casino:
"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."
Can you kindly let us know which name is specified within your ID card?
Which name is specified within the bank card?
Kind regards
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7 months ago
Translation
good evening guys, I made a mistake in the name, actually instead of EVANGELOS I put VANGELIS
On the card and on the ID is written EVANGELOS my name I didn't do it to mislead the casino. Also, my email is baggelhstsagkarakhs, I just can't understand how it is that I have verified my details twice and they haven't told me, and also how is it that I have made regular withdrawals even 2 days before the closure of my account and now I the big profit is to find it (WRONG). I am also quoting my name from the wiki so you can see that I have not put a fake name but a diminutive of it. https://el.wikipedia.org/wiki/%CE%95%CF%85%CE%AC%CE% B3%CE%B3%CE%B5%CE%BB%CE%BF%CF%82_(%CF%8C%CE%BD%CE%BF%CE%BC%CE%B1)
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7 months ago
Translation
Good evening, can someone answer so I can see what to do?
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7 months ago
Hello evaggelos,
After further review of the case, we also will be forced to agree with the casino. Unfortunately, once you provide false information, they have right to confiscate the winnings and even block the player's account.
If it was truly a honest mistake, I would recommend to contact the casino's licensing authorities as they might be the last one to be able to help you, yet still not guaranteed.
I'm really sorry that we could not be more of a help but as you did breach the casino terms, our hands are tied.
Is there anything else we could assist you with?
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7 months ago
Translation
good evening I understand that I was wrong and I understand your position could you tell me what is the licensing authority of this particular casino so that I can send an email? thank you.
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7 months ago
Hello evaggelos,
You can contact them here:
E-mail: certria@gaminglicences.com
Website: https://www.gaminglicensing.com
Meanwhile, we will be now closing the complaint. If the licensing authorities would decide in your favor, please contact me on nikolas.b@casino.guru.
Regards,
Nick
