IceCasino - Player was accused of opening multiple accounts in the casino.

I won a bonus at ice casino in which I made a deposit and won free spins in this free spins I won an amount that I would have to fulfill the rollover of 50 × to turn it into real money I did everything right and I won a total of 2500 after that I continued playing and I made 10 thousand in total I went and requested the withdrawal of 8 thousand and then another 100 I sent the documents to verify the account I checked my email and cell phone but after that the site blocked my access and they informed me by email that I did not comply with the rules of bonus and that I had more than one account and that's why they blocked my account and didn't pay me but they are acting in bad faith because I fulfilled all the bonus requirements and I don't have more than one account on their site. I had seen many complaints about this casino but I didn't believe it now I see that it's true that they don't keep their word and they are a scam I hope I can receive it because I did everything right for that .. I have an account in other casinos and I've never had a problem. They paid right now this one comes with me.

Dear Camila29,

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? Could you please advise if you have passed the KYC verification?

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

Good morning, I don't know if I passed the verification because I sent the documents and right after it they blocked me. At home, my husband and I use the same note and cell phone, but the terms do not say that it is forbidden for anyone in the family to have access to the site. There's an account there, but I play on the not and he on the cell phone. I also referred several friends to the site. And another, they claimed that I had used bunus improperly, now they are saying that it is because I have another account. For deposit they accept more for withdrawal no. because when my husband created his account because they didn't block it right away.

Honestly, they waited for me to have a high amount to withdraw and then they blocked me I would never have two accounts I can't even play on mine I referred my husband and friends because their bonus seemed to be worth it... I see that it's worth it. I recommend them.. My husband and I have everything together. You can't accuse me of having 2 accounts because his account is not in my name and cell phone is his verification email is on his cell phone he uses mine only sometimes to play because it's more advanced than his is because I play my games more by the not...that's very naughty they waited for me to lose about 300 reais then when I made a good amount they refused the withdrawal.

I'm much more sorry to see the amount of complaints that this site has I think I'm not wrong I did everything right .I trusted that I would receive it I sent all the documents to the site I checked the email and cell phone I deposited I complied with the rules of the bonuses right and then they just do it prove that what everyone says here in Brazil about this casino not paying is true

On the site it says that when creating another account I will be blocked immediately and that the deposits made will be returned because they did not do this ..

The account is not in my name and I'm not the one using it so that means I don't have more than one account on the site

Here at home we only have one cell phone and the notebook when he signed up showed my number then I told him then he changed it to his you can see in the records unfortunately we don't have another cell phone and we use the same one.

The proof is here that we use the same cell phone, his emails and mine I forwarded my marriage certificate to you so I don't have problems things aren't so easy I was very happy to have won there it would have helped a lot. consider because we really don't have the conditions and I didn't have another cell phone. But I acted according to the terms I didn't have access to his game nor he to mine he didn't even enter right you can see that there were always more deposits in my account because it was money left over in the month and I deposited with you to try my luck

Dear Camila29

How about the bonus T&Cs:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.)."

There would have been no issue if you played with real money only.

Hope this clarifies

Lie because I also won with real money and you didn't authorize the withdrawal

You guys are just slutty the same bonus that came in my email arrived in his the money I made is real money because when I won 7500 in the bet I bet with real money

Sincerely disappointed with this casino I will see how I can proceed and I will resolve it my way

I have a print here of when I tried to withdraw 100 reais on your website and my husband didn't even have an account yet and you rejected it

So pay me my 7500 that were wagered with real money why you send bonus and don't want to pay

For me to get the bonus money I deposited real money and at first I didn't win money I won spins in a slot when I won I followed all the rules .. I lost my money and my time with you that's all and I'm just nervous and having anxiety attacks because account of you..

I lost hope with you, I was stupid to believe that you paid, you do that to not pay, you know that many people are unable to have more than one computer or cell phone at home. so absurd... every time you allege something just to not pay I have a friend who also made money and you didn't pay and they told her that she didn't provide the right documents... each person a story of 10 people who use the site 9 of you guys don't pay I was scammed the worst site I've ever seen ... but there's more God to give than the devil to take away that justice is done and that your casino never operates again .. already denounce you in all places I could. Thank you for the inconvenience... and for those who read this report one day, know that this is the worst casino that shouldn't even be operating...

Anyone who sees me knows that I'm not lying, I acted truthfully in everything I said, but ice casino has not and that's not just me talking, it's thousands of people if you google about this casino, there are only bad things and complaints.

Could it be that really the problem is me, no, I see that no

Nothing else to declare unfortunately I was labeled a bundle

Dear Camila29,

Do I understand correctly you opened the account first, and only after that your husband opened an account? Could you please explain when exactly you and your husband opened accounts in the casino? Did you or your husband deposit in the casino?

I'll await your reply.

Good morning, January 9th, I registered and made 4 deposits. My husband registered on February 13th and made only one deposit. I had seen an ad for ice casino on Facebook. Facebook too and saw an ad with the promotional code in which he registered and deposited it we didn't expect it to be a problem

On the 9th of January I had already done the email and cell phone confirmation but on the day I went to deposit in February I was asking for confirmation again

Casino said if you had played real money there would be no problem withdrawing but I had already made a withdrawal there and it was always pending and the support asked to wait 2 days nothing else then I ended up betting the money and losing the day I fulfilled the bonus I won the I tried to withdraw a total of 2500 and it also gave the same thing, then they claimed that I had used the bonus in debt after that now they are refusing to pay because my husband created an account on the site I have a total of 10 thousand that I won and it is in real money ... and another for me to win the bonus I had to deposit real money if I hadn't won anything as I said I did everything accordingly and I only have one account that I use and that is in my name. mechi each one with their accounts

Dear Camila29

Can you please confirm, that both you and your husband activated the same very bonus, and the money eventually came from the bonus after meeting the wagering requirements.

Thank you!

Good afternoon, I don't know what his bonus is because he signed up through a Facebook link and I get the bonus by email ... I received my bonus in the email and I fulfilled the requirements to turn real money and I requested the withdrawal of real money before he left registering I made a withdrawal request for an amount I don't remember exactly what the remaining amount is I continued betting and made a total of 10 thousand then the site did not approve my withdrawal and I redid the request in the amount of 8000 and would leave 2000 to be able to keep playing

I apologize for not replying sooner. Thank you very much, Camila29, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Camila29,

I am sorry to hear about your problem. From now on, I will assist you with the case.

Dear IceCasino Team,

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

We would highly appreciate it if you could provide me with the player's and her husband's complete transaction history and game logs. It would be great if we could see all the bonuses used on both accounts there. However, please note all the data should include at least the players' IDs or emails.

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

I can't send this information because I'm blocked from accessing the game

I have some screenshots I took before I was blocked

These were some prints that I took... of my husband, as I said, he told me that he only deposited once... but I had already deposited several times and whenever I tried to withdraw the winnings, I couldn't

Note in the print .... my balance is in real balance ....

Hello,

The proofs were sent.

Kind regards

Thank you very much, IceCasino team, for all the provided details and data. Thanks to them, we were able to investigate the case sufficiently and made a final decision.

Dear Camila29,

After gathering and reviewing all the necessary information, and having an internal discussion with my team, we are closing this complaint as unjustified due to breaching the casino's Terms and Conditions - reasonable grounds to believe we are talking about multiple account use and the main reason - bonus abuse.

It is forbidden to use more than 1 account per person in the casino. If there were no bonuses used in these accounts, and there was not a breach of another rule, as the casino representative mentioned above, it would be a different situation. However, according to the provided data, it would be likely impossible to prove that you did not play with both connected accounts, although it would be the case. And, only 1 bonus is allowed per player, which means that the casino's Bonus Terms and Conditions were also violated.

There are several indisputable facts that indicate you played with both accounts and several inconsistencies regarding your claims:

• Your version explaining finding and claiming the coupons/bonuses changed.
• Both accounts used the same device/IPs for playing in the casino.
• Email addresses contain the name of a person from another connected account.
• Personal details in both accounts were changed, and the phone number you stated in this thread is not in any of these accounts. Also, one phone used by 2 people with 2 different numbers does not make sense.
• The same bonuses were used on both accounts - after meeting the wagering requirements of the bonus used on the first account, the bonus money was converted to real money and played for a while, then exactly the same bonus was claimed, used, and lost on the second account later on the same day. After the bonus was lost on the second account, you logged into your account (only 2 minutes after) and continued playing with the real funds obtained from the bonus.
• You did not play with your real money. This money was obtained from the bonus used.
• The casino does not know about multiple account use unless full verification and account(s) checks are done, especially if we are talking about accounts registered with different personal details, which means bypassing the casino's system restrictions.

Basically, the casino's Ts&Cs were breached at the time the same bonus was claimed and used on the second account in combination with all the circumstances stated above. Every player is obliged to read the Terms and Conditions, and you accepted them when you registered. You can find the breached rules about multiple accounts HERE (section 5) and about bonus abuse HERE (rule 16.). The casino acted correctly and in accordance with its rules, and we accept it.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru