The player from Greece has been accused of opening multiple accounts. The casino provided evidence supporting their claims, however, they decided to let the player use her second account and they even refunded her last few deposits, therefore, we closed this complaint as resolved.
IceCasino - Player's withdrawal has been denied.
Amount: €44,915
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have been playing at this casino on an identified account for almost a year now that I have won they tell me that I cannot get my money under the pretext that I have two accounts
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1 year ago
Dear vasosou6712,
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?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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1 year ago
Translation
Could another member of the household have created an account using the same ip when I don't play in a casino using a bonus
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1 year ago
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Let me explain what happened, I've had this account for over a year, I once again won the amount of 5000euro, which I never withdrew because they identified the account almost after a month, I played again and again many times since then and now that I won they found the excuse that I have another account in communication with them, they didn't even know when the second account was opened
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1 year ago
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Also, since, as you say, you found that there was a double account and since even if I won there was no possibility of receiving my winnings, do you not think that you should prevent me from depositing my money by informing me, as I see it, you are also violating the rule of law game
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1 year ago
Hello everyone,
Thank you both for your replies.
vasosou6712, unfortunately, it does seem like these personal details match your personal details.
Dear Vulkan Vegas Casino,
Could you please provide further evidence that both accounts were created by the same person? You can send it to kristina.s@casino.guru. Thank you in advance.
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1 year ago
Translation
If vulkan vegas casino is the same as ice then they obviously have my details from this page
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1 year ago
So, we received evidence from the casino confirming their claims.
Vasosou6712, there is a very small chance (or none, in my honest opinion), that two accounts were created within a few months by two different people who have the same name and birthday, come from the same country and city, and used the same device. I am afraid, that there are too many similarities between these two accounts.
However, the representative from IceCasino offered you to leave your deposits in the amount of €1,665. Please, let me know how you wish to proceed.
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1 year ago
Translation
And how will I be able to access this money? Will they unblock my account?
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1 year ago
Hello everyone,
I'm glad to hear that we have come to an agreement. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
