The player from Germany faced withdrawal issues because the casino believed her account belonged to her former roommate. All payments had come from his bank accounts without prior issues. The player's account was blocked, and verification was completed. The casino provided evidence that the player's details matched another account, leading to a duplicate account issue. We determined that the player breached the casino's rules by funding multiple accounts with his bank account. Consequently, the complaint was rejected as we could not compel the casino to overlook this rule violation.
IceCasino - Player’s withdrawal has been delayed.
Amount: €320
IceCasino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
A year ago, I made a deposit to another account on behalf of my former roommate.
Now, the casino believes that this account belongs to me and not to my former roommate. Every single payment has come from my two bank accounts over a period of about a year. There were never any problems until now.
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1 month ago
Dear jbundtzen,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.
Please allow me to ask you a few questions, so I can better understand the situation and establish a timeline of events.
- Could you please explain whether your player's account is blocked?
- Have you completed the verification of your identity in the casino?
- When did you open an account in the casino?
- Did you achieve your current balance with the help of a bonus?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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1 month ago
Translation
Good day,
- My player account is blocked exactly.
- Yes the identification was completed.
- About 1 or 2 years ago.
- No, the credit was reached without a bonus.
But there was more conversation that unfortunately was hopeless.
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1 month ago
Dear jbundtzen
Sorry for your trouble.
So your roommate has the same first name & last name, as well as the DOB?
Thank you for cooperation!
Regards
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1 month ago
Translation
No, not at all. I only deposited money for her. The account isn't even verified.
only the current account is verified.
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1 month ago
Hello again
According to our records, the other account (hurons***vater@gmail.com) is registered with your personal details and was active. This makes it a duplicate account, which is prohibited.
Kind regards
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1 month ago
Translation
Then the account would also have to be verified so that you can say that with 100% certainty.
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1 month ago
Thanks to both parties for the reply.
Dear IceCasino,
Could you please share the match of name and DOB between the two player's accounts?
Send the proof to my email at tomas@casino.guru
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1 month ago
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When I asked for a picture of the account verification, that's all I got.
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1 month ago
Translation
Good morning,
The Gmail account is my account. And the other one belongs to my old roommate, but I don't have access to it. And those were financed from my bank account.
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1 month ago
Dear jbundtzen,
If your bank account was used to fund these 2 player accounts, and your personal information was used for both, we have no way to convince the casino the accounts aren't duplicates. Opening multiple accounts in online casinos is almost universally prohibited.
In the future, I would recommend you don't fund any other accounts that aren't yours since depositing with a payment method that isn't in your name is strictly prohibited and might lead to confiscation of winnings and account closure.
Taking into consideration the circumstances relevant to the case, we can't compel the casino to disregard the breach of its rules in this situation and the complaint will be rejected. Thank you for your understanding, 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.
