The player from Germany was accused of opening multiple accounts. The casino eventually let the player verify his account and keep the winnings because the player informed the casino about a mistake made prior to taking a bonus. The issue was successfully resolved.
IceCasino - Player was accused of opening multiple accounts.
Amount: €685
IceCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
IceCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I accidentally signed up for Icecasino twice because I kept checking my email while playing because of the confirmation email, so I checked the data I gave when registering again, here I immediately noticed the error in the email and wrote Icecasino by mail to! Then the support staff wrote me I should be patient, the department will check it, because apparently I already had an account with them! Then after half an hour I was blocked and the money (685) was gone. They accused me of violating the terms and conditions of double account management and deleted all accounts. I explained to you that I was only playing on one account and was completely unaware of the other account. But here came a suggested solution; If the money was deleted, I could continue playing in the account! Of course I rejected that, I had already paid in €180 in order to make this €685 profit at all, why should I still accept it when something is so dubious! They saw the second account on my notice, why should I point it out to them if I wanted to manipulate something. So the goal was to make the money go away, which I think is theft, and twisted the situation into a rule violation to take advantage of that. I find it dubious and outrageous I don't get back the money I invested.
Automatic translation:
Public
Public
2 years ago
Dear findikfistik86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Do I understand correctly that there has been no activity at all on your other casino account?
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
Public
Public
2 years ago
Translation
Hello, no account was created by my family and no account from the same ip either, except that I would have registered myself at some point in advance! No deposits were made from the other account! I only logged in once and used the deposit page the second time I logged in. The money won was not won from bonuses, it is a deposit without a bonus.
Automatic translation:
Public
Public
2 years ago
Translation
I contacted the casino to settle and received another offer. You would unblock my account if I waived the amount of €685 and you could release the last amount I paid in again, €10
the last conversation with the support was on Saturday evening.
You write that I have accepted the guidelines of the casinos with the declaration of the terms and conditions with the second registration. I should have reported it myself if I noticed that there was a mistake on my part and that's exactly what I did after pretense, which I can prove. I contacted the casino right away when I didn't get a confirmation email for my account. In that case, it could never arrive because the email was wrongly stored the second time I registered. I pointed out the error and was accused of manipulation or double account management.
Automatic translation:
Public
Public
2 years ago
Translation
Complaints Management's response:
For more information, see our Terms and Conditions at 5.5.1-5.5.3.
If you accidentally registered an account, as you write, you were obliged to report this to the support service. Upon registration you confirmed that you read our casino's terms and conditions, but you broke the rules by creating multiple accounts.
Still, the administration has agreed to a compromise and is willing to unlock your profile, but your balance will be void. Do you accept these terms?
Automatic translation:
Public
Public
2 years ago
Translation
Are you still dealing with the matter? Unfortunately, I haven't heard anything from you about this?! Thank you for your help
Edited
Automatic translation:
Public
Public
2 years ago
Translation
I try to talk to the support but unfortunately they don't want to understand that I didn't know anything about the first account and also don't have access!
Automatic translation:
Public
Public
2 years ago
Translation
At the moment the quality control department does not offer service in German. Sorry for the inconveniences.
But your question is clear and we will do our best to help you.
As far as I can see, your account has been suspended. The reason for this is a breach of the following rule: 5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be deemed a "Duplicate Account". All duplicate accounts can be closed by us immediately.
For more information, see our Terms and Conditions at 5.5.1-5.5.3.
If you accidentally registered an account, as you write, you were obliged to report this to the support service. Upon registration you confirmed that you read our casino's terms and conditions, but you broke the rules by using multiple accounts
Automatic translation:
Public
Public
2 years ago
Thank you, findikfistik86, for your replies. Do I understand correctly that your very first account didn't have any activity (no deposits and no play)?
Public
Public
2 years ago
Translation
Yes, that's exactly how it is no deposit, no activity, let alone that there is a complete registration with personal data is questionable
Automatic translation:
Public
Public
2 years ago
Thank you very much, findikfistik86, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
2 years ago
Hi findikfistik86,
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.
Public
Public
2 years ago
Hello,
We've looked at the case, and indeed the managers acted according to T&Cs that are specified within the Site.
The player should have informed the administration PRIOR to usage of the bonus.
But in any case, the e-mail from 2022-07-15 15:05:46 is there, so we unlock the account, player may withdraw the winnings in full (after verification, of course)
Kind regards
Public
Public
2 years ago
Dear findikfistik86
Please kindly clarify what you mean by "verifying the account"?
Thank you in advance!
Kind regards
Public
Public
2 years ago
We'd like to confirm that in order to withdraw funds there is no need to verify the e-mail address.
KYC check is obligatory, though.
Kind regards
Public
Public
2 years ago
Translation
Yes, I was contacted by email and made an email change! I have sent you everything relevant for activation and account verification.
I wish you a quick processing!
Best regards
Automatic translation:
Public
Public
2 years ago
Hi findikfistik86,
Please let me know when you will be verified and able to withdraw your funds.
Public
Public
2 years ago
Translation
The verification is working because a new email is being created!
Automatic translation:
Public
Public
2 years ago
Translation
Hi findikfistik86,
Has there been any news?
Automatic translation:
Public
Public
2 years ago
Translation
Yes, the account has been unlocked and the new email has been saved, but it has not yet been verified
Automatic translation:
Public
Public
2 years ago
Hello,
According to our records, the account is fully verified.
Kind regards
Public
Public
2 years ago
Thank you IceCasino team for the update.
Dear findikfistik86,
Can we consider the issue to be resolved?
Public
Public
2 years ago
Translation
Yes you can I'm still waiting for account verification but otherwise everything ok email and everything has been rewritten
Automatic translation:
Public
Public
2 years ago
Thank you findikfistik86 for the information,
I'm glad to hear that. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any other issues with the casino or any other casino in the future.
Best regards,
Peter
