IceCasino - Player's withdrawal attempt blocked by casino.

Hello. I am having an issue with the casino where I have been a player for many years. I have not encountered any problems until today, when my account was unexpectedly blocked without any provided reason when I was trying to make a withdrawal. I was informed that, in accordance with their terms and conditions, my account has been blocked without any specific reason. I suspect this might be related to the fact that I have made two withdrawals from them this month and perhaps won too much. This genuinely feels like a deceptive practice and I am deeply disappointed, particularly as I have been a loyal patron for several years.

Dear misieknhks,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello thank you for your answer. I have an account, I think that since 2021 weedikation is full done. I play only slots. The win was after a deposit with a bonus. The accrualization is that the money has been paid out but the account is blocked. .1 sends e-mail dump with chat to e-mail regards

Hello,

We'd like to confirm the player has zero on his balance.

Everything was paid out.

Kind regards

@IceCasino

Thank you very much for checking this for us.

@misieknhks

Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

So the point is that why my account was blocked I did not break any point of the regulations. I really liked this casino and deposited there quite systematically. I feel a bit cheated

Regards

Dear IceCasino Team,

Could you please clarify why the account was blocked and advise if there's a possibility to reactivate it? Thank you very much in advance.

Hello,

Our system shows the player had multiple accounts. There were bonus activations from the same IP and device>

Since everything was paid out - the account will remain blocked.

Kind regards

Understood. Thank you very much, IceCasino team, for the clarification.

@misieknhks,

I apologize, but as all your winnings have been disbursed and no funds remain withheld by the casino, we have decided not to pursue this matter further. Kindly understand that we lack the authority to compel the casino to reinstate your account. My suggestion is to explore an alternative casino. You can explore our list of recommended casinos through this link. Make certain to adjust the filters based on your country of residence and individual preferences.

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.