The player from Germany was accused of opening multiple accounts. Even though the available evidence suggested that the player opened two accounts, the casino unlocked her winnings. We ended up rejecting the complaint because the player played her winnings down to zero.
IceCasino - Player was accused of opening multiple accounts.
Amount: €259,700
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I won approx. 259,700, suddenly yesterday the account was blocked supposedly duplicate account. Everything was checked by me, I don't have another one. Spoke to support for several hours, they want to delete 259.7000 first to unlock account.
I checked, support told me that I supposedly created an account on 05/19/2022, I checked everything from that day, including email inbox, they claim I registered from another email. I only registered on Ice casino in July.
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2 years ago
Dear Katja1984,
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? Have you redeemed any promotional offers in this casino in the past? Was your account successfully verified already?
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
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2 years ago
Translation
Casino said in support chat that supposedly there is an account on 05/19/2022
. I definitely have no second and no possibility that someone can register with my name. I submitted everything for verification last deposit account statement that was still missing for verification, and a day later it was blocked.
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2 years ago
Were your winnings accumulated with or without an active bonus, please? If there's any relevant communication between you and the casino, please forward it at your earliest convenience to petronela.k@casino.guru.
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2 years ago
Translation
Winnings were won with no bonus and deposited money. Communication was maintained via support, without success, further steps by a lawyer follow first and possibly immediate legal action.
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2 years ago
Thank you very much, Katja1984, 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.
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2 years ago
Hi Katja1984,
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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2 years ago
Hello all,
As far as we can see, the casino managers blocked the account because another one was discovered:
31358347 - zinkpow***gm@web.de, where a no-deposit bonus was used. Same personal data, different phone no.
Kind regards
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2 years ago
Translation
And I only registered once, and everything confirms my mail, my phone number, what you say is not my mail.
Kind regards
to ice casino
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2 years ago
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I know for a fact that I signed up in July!
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2 years ago
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I checked for the third time, I personally only registered on their site at the beginning of July. I played over the phone and laptop. I therefore ask you to find an out-of-court solution. I can assure you that I only registered an account in July. I have not created another account.
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2 years ago
Dear Katja1984,
The casino provided a screenshot suggesting that you already had one account. Are the personal details yours?
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2 years ago
Translation
My name, my birthday, but not my email and phone number.
I personally only registered in July, I don't know about the account from May.
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2 years ago
Thank you Katja1984 for your reply. To be honest, the same name, date of birth, and device don't sound like a coincidence to me. Who else could have opened an account in your name?
Dear IceCasino team,
Let me ask you some additional questions. Has the first account been successfully verified? Were the same no deposit (or other) bonuses activated on both accounts? Were the winnings derived from a bonus? I'm looking for a possible unfair advantage the player could potentially gain.
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2 years ago
Hello, Peter
The first account was not verified.
The bonuses were different. It's now more about the honesty of the player...
The account was unlocked, player may proceed with the withdrawals/gameplay.
Kind regards
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2 years ago
Thank you IceCasino team for the update.
Dear Katja1984,
Can you confirm that your account is unlocked?
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2 years ago
Translation
After I was unlocked, I was offered €10,000 a month as a payout. I kept playing from 260,000 to 400,000, then suddenly it crashed to 0€.
The question is how it happened from 400,000 to 0€. As if the account was cursed suddenly. I will definitely file a lawsuit as it is definitely a scam. My account was definitely set by the casino that suddenly only goes to 0. That proves everything. We've already put together a lawsuit and it will be filed in the next few days because the casino didn't abide by their terms and conditions and wouldn't pay out more than 10,000 a month. Clearly, that's premeditated fraud.
The lawsuit is now being filed with the competent district court.
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2 years ago
Dear Katja1984
You are showing signs of gambling addiction, thus we have no other choice but to permanently block your account.
Please understand, nobody forced you to play, this is your choice solely. The Website offers all sorts of limits, that can be set at any time. Also, Casino cannot influence the game outcome or any other game parameters. Please let us know if you'd like to know more about RTP.
Kind regards
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2 years ago
Translation
Aha, and illegal advertising via Tiktok and Google play, that's fine. You have blocked your account again so that no evidence can be provided.
We've been gathering evidence for days. You can block the account that had €400,000, but I will file a lawsuit against you in Germany despite this.
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2 years ago
Dear Katja1984,
I'm sorry to hear that you lost all your winnings. I'm afraid there's nothing I can do to help you now. I'm not sure if a lawyer will sort this out for you since the casino let you keep your winnings despite the fact that you opened two accounts and you played it down to zero. Unfortunately, your complaint will be rejected. If you really have a gambling problem, I strongly recommend visiting a site like https://www.begambleaware.org/. I wish I could be of more help.
Best regards,
Peter
