The player's account got blocked for multi-accounting. The complaint was resolved as the player was able to use up his remaining balance.
IceCasino - The player's account got blocked.
Amount: €220
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, I had only made deposits so far and now wanted to withdraw something. After sending all kinds of documents for the KYC verification for days, my account (mary.poslovski@gmail.com) has now been blocked. After chatting with a member of staff there, I was told it's because I have two accounts. After they have debited my entire balance, my account would be unblocked again. I was hoping for humanity and goodwill, especially since I have only paid in so far. I don't use the other account (marie.poslovski.work@gmail.com) either, and only deposits were made there before. I have submitted all the documents for verification for an account and do not understand what the debiting of the credit has to do with it. I think I only opened the account because the verification didn't work and not because I wanted to cheat (otherwise I wouldn't have given my correct data). I didn't get the feeling from icecasino that they are customer oriented - umpteen withdrawals were declined and now that's the end of it. As if you don't already take enough money from users and then you have to resort to such methods as well.
Automatic translation:
Public
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1 year ago
Hello maryposlovski,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you create your first and the second account? Did you claim any bonuses within both of your accounts? Did you contact the casino prior to creating a new account?
Please note that multi-accounting is strictly forbidden in every single online casino and the casino has right to void any balance on them.
Looking forward to your answer.
Regards,
Nick
Public
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1 year ago
Hello
We've looked at your case and decided to overlook the decision.
You will not be able to continue playing with account 40420403, but will be able to use the disputed account.
Thank you for being a loyal customer to IceCasino.
Kind regards
