The player from Germany was accused of opening multiple accounts. We ended up rejecting the complaint as the casino provided evidence supporting its claims.
IceCasino - Player's winnings were confiscated.
Amount: €700
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
You can't choose where you live ( Germany )
Hello Team Casino Guru,
I would like to tell you about a case that happened yesterday at the Ice Casino.
Haven't played in the casino for a long time and noticed that there is a duplicate account...
An operator then called for help because I A: wanted to change my phone number and to clear the duplicate account. I asked before I made deposits.
It takes a while and the lady asked me for my new number which she got, now I asked for the other account and was told not to leave the chat her request is being processed.
About 20 minutes later the lady got in touch and told me that the request to change the number was in progress to make sure I asked again whether the double account was gone and I could play normally with the main account "Wait a moment" Moment later I got the confirmation that everything was fine and that I could play and withdraw as normal.
Great, I then also deposited 40 € plus bonus, played this successfully and was also able to make a payout of 70 €, so I thought maybe even more could be done, had 700 € real money balance on it today at noon......
An hour later the account was blocked "duplicate account"
Again on request I only got the account locked again and again no reasonable conservation, I was urgently advised to unlock the account so that the entire balance is gone, my deposit too.
Is that legal??? Please help from you
my mail S***@web.de, so I was also registered in the Ice Casino.
Greetings Thomas
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Foxkoenig,
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 both you and the casino were aware that you had created more than one account? How did you find out you had multiple accounts? Did the casino allow you to use one of them despite knowing you had another account?
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Good morning, I wanted to let you know that the day before yesterday I tried to log into my main account, I wanted to take a look. It went without any problems, this morning the account was blocked.
Best regards Thomas
Automatic translation:
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1 year ago
Thank you for your reply, Foxkoenig. Could you please advise if you verified any of your accounts?
Have you accumulated your winnings with or without an active bonus?
Did you receive any further explanation from the casino regarding the blocked account? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello Kristina, I didn't have to do any verification when paying out on the main account, they only asked for my name / Iban / Swift / and financial institution. The other account should be closed during chat as you could read.
I played with an active bonus, which means that if you don't implement the bonus conditions, you can't request a payout, that wasn't the case, I had already sent you the payout.
I sent the explanations and correspondence separately to kristina.s@casino.guru...
I only got strange answers in the mails and the case was not addressed with a single word.
Thank you in advance and have a nice weekend
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1 year ago
Thank you very much, Foxkoenig, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi Foxkoenig,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite IceCasino to the conversation to participate in the resolution of this complaint.
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1 year ago
Hello Foxkoenig,
We are sorry about your gambling addiction.
In order to proceed with the investigation, would you kindly explain us, who the account sil**-63@web.de belongs to? Also, who the phone number +4916**4816634 belongs to?
The reason we are asking, is due to the fact, that the account was accessed via the same computer, and the no-deposit bonus was used.
Thank you for cooperation!
Kind regards
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Attached I am sending the casino representative again the attachments of the deposits and the withdrawal.
Thanks very much
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1 year ago
Hi all,
Thank you for your replies.
Hi Foxkoenig,
Do I understand correctly that you created another account with a different email address (sil**-63@web.de) and a different phone number prior to Sk****60@web.de?
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1 year ago
Translation
Hello Peter, that's not correct, the account skynet60@web.de already existed, because I couldn't remember the account, I created the account sil**-63@web.an with the 01..9481..34.. at. Then I got the mail with 75 free spins to Skynet60@web.de, and I remembered the main account again.
The e-mail address sil**-63@web no longer exists.
Best regards
Thomas B*****r
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Thank you Foxkoenig for your reply.
Dear IceCasino team,
Could you explain chronologically how the accounts were opened, how many were opened, and which of the accounts was/were closed (see the chat transcript above)?
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1 year ago
Hello all
The case is indeed interesting.
1) sk**et60@web.de Created At 01.03.2022 06:33:48 (UTC)
2) si**e-63@web.de Created At 31.01.2022 16:41:26 (UTC)
3) ca**stern@web.de Created At 04.02.2022 17:17:23 (UTC)
All have the gaming history.
The money was deducted from account sk**et60@web.de, and afterward it got blocked, since the player demonstrated the signs of gambling addiction.
Kind regards
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1 year ago
Thank you IceCasino Team for the information. Could you please send the evidence including information if bonuses were used to my email address (peter.m@casino.guru)?
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1 year ago
Thank you IceCasino Team for the evidence.
Dear Thomas,
I'm afraid I won't be able to help you with this one. The situation would be different if you tried to open a new account because you forgot about the old one and asked the casino to close the old one before starting to play. However, this is not the case. You actually opened three accounts and bonuses were also activated. Unfortunately, your complaint will be rejected. I wish I could help you more.
Best regards,
Peter
