IceCasino - The player's account got blocked.

I have been requesting the withdrawal of a profit that I had for days, it is not a great profit (123 PEN / 33 USD) but for me it is something that can help me, first they asked me to generate a minimum deposit to be able to request it in that aspect, I agreed, I deposited, I played double the deposited amount since that is what they asked me for and finally I managed to be in the amount, then I uploaded what they asked me to the profile under the KYC verification, after a few days I see that my withdrawal was canceled and that I verification had not passed, I resent a photo of my ID (National Identity Document) photo with my ID in selfie, receipt of services, and photo of my debit card and even in selfie, I request my withdrawal again and they reject me again my withdrawal and my KYC verification, I contacted support and they told me that the photo did not look good, I took some photos again with a more powerful cell phone and uploaded my information again, for this everything already seemed strange to me, after days I verify that my account It was already verified, I requested my withdrawal and again they reject it indicating that I send them a photo of my account statement or my card, when the photo of my card had already been sent, so I chose to send photos of my statement of account, today being 03/21/2023 I try to enter my account and I get an error indicating that my account was blocked, consult support and they tell me that the reason is that I have another account with my data, but I had never tried this casino, firstly because I only use a cell phone number and they ask for it for registration verification, the operator that answered me never gave me a solution, I complained and complained and I never had any solution, so finally they have stayed With my earnings and my deposit, I hope that under this form I can resolve myself and be able to obtain my earnings.

Hello Diosmanuel,

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 since when are you registered in this casino? Is anyone else from your household playing in the casino? Did the casino forward you any kind of evidence of account multiplicity? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, thank you for you answer

The first time I played was on 03/15/2023

1. No one from my household is currently playing at this casino.
2. The casino did not want to send me any evidence of duplicate accounts, despite my request.
3. The last time I spoke with the casino was on 03/20/2023 for the reason that my withdrawal was rejected, where they asked me to send a photo of my bank account, which I sent even with the deposit movement of 20 PEN registered by the APP of my bank to icecasino.

Thank you Diosmanuel for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Diosmanuel,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello all,

Dear Diosmanuel, can you please let us know who the account luigialo*****arciaolaya@gmail.com belong to?

Since we see the no-deposit bonus activation and usage via the same PC, IP address, also the last name matches yours.

Thank you for cooperation!

Best regards

Hello Icecasino team,

To inform that the email in question belongs to my brother and according to what he informed me, I registered it based on the recommendation I had given him, now according to its terms and conditions they indicate a "secondary" account, I do not have any secondary account, my brother registered from the same PC and the same network since we live in the same house, and we share the same computer, when I contacted their support area I was offered to have my brother send them their documents by mail, but they told me that this would be seen by the area administration but so far I have not received an answer, I hope this is solved, since I have complied and have not skipped any clause according to the terms and conditions.

I hope a quick solution

Dear IceCasino,

Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

The e-mail with proofs has just been sent.

Regards

Dear IceCasino,

Thank you for the information provided. Could you please state if you were able to verify the second account? Could you please provide us with the game logs from both accounts?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

No problem, sent.

Regards

Good morning, I am attaching the photo of my brother's identity document and mine, proving that we are different people of the same relationship, but we live in the same house and that we use the same computer, I reiterate that my brother registered because I I had recommended this online casino as it had caught your attention, I want this to be clarified and considered so that they can remove the block from my account and thus withdraw my winnings.

Dear IceCasino,

Thank you for the provided information.

We understand that multiple accounts are a breach of the terms and conditions, as well as the reasons for these terms being in place for the protection of the casino. However, we also understand that multiple accounts are not always created with the intention of breaking rules or gaining some unfair advantage, and not every case is the same.

In this case, it seems plausible that two players from the same household have created separate accounts and played on those accounts individually. It is not unfeasible that household members might share the same device and play in the same gambling establishment, as it might have been simply recommended by one to another. 

While the accounts should be closed at the discretion of the casino, we kindly ask you to consider paying the player.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

The player may request the withdrawal.

Regards

Hi,

Just a quick update.

The withdrawal transaction was successfully finished on 06.04.2023 14:00:55 (UTC)

Regards

Dear IceCasino,

Thank you for your response and the information provided.

Dear Diosmanuel,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Good afternoon,

Dear Stefan, I confirm that I received my payment correctly from the icecasino team, I appreciate all your support in my case, in the same way to icecasino that complied with what was requested, thank you very much again.

Kind regards

Dear Diosmanuel,

I'm glad to hear that your issue has been resolved successfully. 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,

Stefan